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| - I would absolutely not recommend this hotel. We frequent Extended Stay America Hotels quite often, as we are a family of 3 and the accommodations are usually comfortable, clean and affordable. Extremely disappointed with this location and level of cleanliness and customer service. Upon arrival, we were told the computer system was down and they were unable to check us into our room. We had driven 8 hours with a cranky toddler and 2 dogs, it was over 100 degrees out, we had no idea where to go. We were told there was nothing they could do, except "give us a call" when it was ready. Almost 2 hours later, nobody had called us so we called the front desk ourselves. They said to come back as the issue was fixed. We arrived back to check in, no apology was given whatsoever and we went to our room.
Our room was not clean. Food and coffee stains were all over the front of the lower kitchen cabinets and the toilet interior was stained. There were cigarette burns in the bedding as well. I went down to the front desk to retrieve dishes and bedding for the pullout sofa, and was asked by the front desk staff "how our room was"? I let her know of the issues and she simply said "I'm sorry to hear that". There was NO offer to have someone come up and clean the cabinets or change out the bedding. Wow. In addition to these major issues, the hotel elevator was filthy. The buttons were very dirty with crusty residue around each one, along with dirt on the floor. To add insult to injury, when I got back to our room and pulled out the sofa bed, there was a DIRTY wadded up blanket in there with brown crumbs on it! Disgusting. My toddler was supposed to sleep on that bed!
On our second night of the stay, we needed to give our son a bath but the bathtub plug was missing and NOWHERE to be found. I went to the front desk and they looked panicked and said they didn't know if they had one but would "do their best" to find one. Hours later, still no plug as I called to the front desk. The person who answered, Melissa, was very nice, but the answer was unsatisfactory. They claimed to have searched the entire hotel, including unoccupied rooms, and could not locate a bathtub plug! She even asked her supervisor if she could go to the store to get one but was told she couldn't leave. So my question is, what kind of hotel does not have a bathtub plug in every room? Shouldn't that be standard? We were told to shove a washcloth in the drain and it was left at that. Not acceptable.
As I said, we frequent Extended Stay America often and even recommend them to our family when they visit us near our home. We are usually a very easygoing and agreeable family, however, we were extremely disappointed by the level of cleanliness and customer care by this Extended Stay. I emailed my feedback after our stay, to the survey/questionnaire that was sent to me immediately after check out, but have yet to get a reply or any kind of acknowledgment. It just adds more frustration as nobody has ever reached out to us. We felt our issues were not handled correctly, quite a letdown.
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