Rundown room, supposedly non-smoking but smelled like stale smoke, and the bedspread had a cigarette burn. Kitchen had a stove but no pot or pan, plate or dish, not even a disposable cup, so it's a mystery how you would use the stove. No hairdryer. The elevator was broken., and trash was overflowing in the stairwells. Ugh.
Thank you for choosing to stay with us. We are sorry for the odor and cleanliness issues you experienced while here. We will share your concern with the housekeeping associates to ensure a better experience going forward. Kindly note, our brand standards require us to keep the kitchenware and hairdryers available at the front desk rather than leaving them in the suites. Your concerns regarding the elevator have been shared with the maintenance team to fix it immediately. We value your observations and hope you will reconsider and give us a chance to serve you better in the future.
Sincerely,
Hotel Management
My husband and I purchsed 2 hotel rooms for our stay and my parents stay in Durcham so we could attend a Duke football game. We've stayed at Extended Stay before (other locations) and were pleased, so we did not check the reviews before hand. But after this visit we will NOT ever stay at another Extended Stay America again. The room was DISGUSTING..See pictures...dirty washcloths, dirty sheets, floor was beyond nasty. Neither of us took showers because the shower was filthy. Microwave was just as dirty as the shower & smelled horrible. The furniture was falling apart, we couldn't even put our cloths away. Then come to find out the sanitation rating was an 86%, which shows that Extended Stay could care less about this property and the customers who visit, because I went back and looked at the reviews and their are all the same...dirty, nasty, filthy, broken, etc.,
We tried to find another place to stay, but with 2 games on the same day there was no vacancy at nearby hotels. We stayed in the room at total of 5 hours over 2 days and cut our trip short at 4:00 a.m. just to get out of there.
Very poor excuse for a hotel. I feel sorry for the employees as well who have to work around such filth!!!
I pray someone will read the reviews and choose NOT TO STAY HERE. Oh and the pictures on TripAdvisor are SO MISLEADING. Not one inch of that place is clean or looks anything like the pictures.
Thank you for being loyal to our brand and for choosing us while here for attending a Duke football game. On behalf of our entire housekeeping team, we would like to offer our sincerest apologies for the issues you had with your room during your visit. Corrective action has already been taken in the appropriate department to ensure that this doesn't happen again. We take these concerns seriously and place great emphasis on maintaining a clean, healthy, and safe environment for all of our guests. We hope that you will choose us again so that we can provide you both with a more satisfactory stay.
Sincerely,
Hotel Management
Room was filthy. There was a bottle cap sitting underneath the sink. Pen toilet paper under the sink and an empty one on the dispenser. Pretty sure their idea of cleaning the shower was just to run the water. The lady at the front the first day I stayed was kind. My last day, the one at the front desk was horrible. Extremely rude. You couldn't pay me to stay here again.
Ayamekurai,
Thank you for being our guest. We apologize for the cleanliness issue you had in your room. Your feedback has been discussed with our housekeeping team, and we have asked them to be more diligent going forward. We are also sorry you did not experience the best from one of our associates and regret the inconvenience it caused. Your comment will be shared with the appropriate team members to improve our service going forward. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future.
Sincerely,
Hotel Management
My room was trashed by either psychos or drug addicts who were hanging &partying in the parking lot nearby. The bath hadn't been cleaned in YEARS (according to the manager), the carpets were heavily soiled and the light fixtures were pulled out of the wall and were laying on the sticky desk. The headboards had been decorated by children(?) with magic markers. We didn't hang around much less sit down to find out how many bedbugs lived in this unit. Just a plain scary place on any measure of a room.
The manager gave our money back and apologized for not having the room cleaned saying - "he wouldn't want to stay there" and they'd have to pay him to stay there. In 55 years of traveling the 2nd scariest room I ever saw; the worst ever outside the 3rd world.
Dear davmil2002,
Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed.
Sincerely,
Hotel Management
When making reservations for a graduation weekend only 2 months in advance, this was all that was left, and at triple the normal rate. At night, the building looks fine from the street. But closer in, and by day, it's creepy. Trash bags piles everywhere on 2 of the days we were there. Even the parking lot is a hot mess (an entire huge box of garishly colored fruity pebbles cereal was spilled/dumped in a vacant handicapped parking space, and was still there 3 days later as we checked out!), with lots of litter and drink cans tossed into the bushes surrounding it. The sheets on the bed were shredded down the middle and on the sides, and a request for new ones was fulfilled only grudgingly. Both towels were dingy, bathroom corners were brown with un-mopped grunge, advertised amenities were missing (no clothes hangers, no blanket, no coffee machine as specifically mentioned, etc., etc.) there was NO toilet paper in the bathroom upon check-in, much less any miniature bars of soap to wash hands afterwards. The noise level at night was high, but that might be attributed to a boisterous student clientele finishing college. I could go on and on, but it's too annoying to think about it. I'm all for no-frills, especially when I'm prepared for them. But this wasn't a motel, it was a campsite. And not a clean one Place needs some serious corporate management intervention and staff training. Stay away!
Lynn,
Our staff strives to provide a clean environment and courteous service to all of our guests, and we sincerely apologize as this wasn’t your experience. We are concerned about your experience and have immediately brought this to the attention of our teams to ensure no other guests experience the same going forward. Please consider giving us an opportunity to showcase you our improved side on a future date.
Sincerely,
Hotel Management
