All well until I discovered: NO HOT WATER???!!!
Posted 25-Feb-2016 on Hotels
All was well at first. I generally like Extended Stay America's for room size and comfort. I checked in at 11:30 pm and was settling into my room and decided to take a shower. I discovered that there was no hot water. I called the front desk and was told that there wasn't any hot water in the entire hotel. She told me that the hot water heater had broken at 11pm, but would be fixed by morning. A half hour before I checked in. I was very upset that I was not told when checking in. I was exhausted so I just went to sleep. When I woke in the morning, there was still no hot water. I packed up and left, when I checked out I asked the woman at the front desk why the hot water had not been fixed, I was told that they were not getting a repair person until 10am because it was too expensive. There was no offer of reimbursement or compensation. I called Hotels.com after I left and was given a voucher for my next hotel rental, but I do believe that the hotel should have dealt with the problem more upfront and directly.
Comment from Hotel Management
14-May-2016 by Manager, Hotel Management
I received a copy of your review, and wanted to take a moment to personally respond. I sincerely apologize for the maintenance and service issues you experienced. I discussed your comments with the team, and we are training our staff to be more responsive during these situations and will make sure we are implementing preventative maintenance procedures. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. I do hope that you will return to our hotel, or any of our other brand locations across the U.S. and Canada in the future.