Never would I have ever thought I would experience such disgust and filthiness throughout our room and hotel itself. Just when I thought I saw it all, something else loomed right around the corner! As we stepped into our room, it seemed ok, until I took a deep breath and smelled the odor of stale cigarette smoke (and we had a non smoking room). Not until we unpacked and settled into bed, did we experience such horrid surroundings.
The walls are extremely paper thin, which led us to sleepless nights filled with fellow vacationers arguing, singing and, well, nightly activities (if you know what I mean). As we uncovered our bedding to slip into bed, it revealed the most soiled and stained mattress I have ever seen in my entire life. There were only 2 paper thin pillows on the bed and when my husband called to see if they had more, we were told to call back in the morning (the front desk attendant didn't speak any English) When we called the next day we were told they didn't have any additional pillows to give out, when we asked if they could borrow from rooms that were vacant, they then said that all rooms were booked and filled to capacity. The entire hotel was a ghost town!? (Despite our lovely neighbors from up above)
Over the top of our bed was the fire sprinkler which looked like it was going to fall off the wall due to water damage. The furniture all around us looked to be falling apart with gashes and stains. The flooring in the kitchen seemed to have burn markings and the paint on the bathroom door and walls were bubbling off. The whole hotel seemed to be a mess all in itself. Just when I thought it was all done and over we found a dirty toilet bowl brush laying in the middle of the hall way! Disgusting!!! Never again will I book with Extended StayAmerica!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 October 2009
"I recently received a copy of your review of the Extended Stay America Detroit - Sterling Heights. Our company prides itself on excellent guest service, so it was gratifying to read your feedback about our staff. I would like to give you my most heartfelt apology regarding the part of your stay that was not satisfactory.
As this hotel’s manager, I challenge our staff to continually improve the experience of our guests, from the cleanliness of our rooms, to the courteous professionalism of our staff. Unfortunately, in your situation, it is clear that we were unsuccessful in achieving these goals. Given our belief that guests like you are our most valuable asset, this failure is particularly troubling.
Your review has caused us to take a serious look at the systems we have in place to handle our day to day operations and we will be making modifications as appropriate.
It's not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future."
Thanking You In Advance,
Valarie A. Reid
Area Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC