“HORRIBLE customer service. HORRIBLE.”
After nearly 2 months of staying here I have only been able to chase the manager, Brian, down twice. I was told by the "other" manager, Bobbie, that he is a salaried employee so he isn't required to be here. (This same man also told me once that it depended on who posted our account as to how much money would come out of my bank account...... what?????? You can't tell me how much $ is going to be charged to my bank account?????) However, apparently no one else can answer questions!! With manager #1 always gone, I have attempted to talk to manager #2 several times, only to be misinformed and then have him "not remember" our conversations. This man is literally the RUDEST person I have ever encountered. Any time I have approached the front desk to talk (I mean like 10+ times) he constantly interrupts my sentences by saying "and? and? and?" I went to exchange my towels once and when I tried to say "Could I get fresh towels?" he interrupted me and said " No explanation needed, I can see." He's just simply RUDE. If I have asked for something simple like change for laundry or important information about my rate, he has always made me feel as if I am bothering him. I could literally rant about this mans horrible customer service skills for days. On top of the terrible way he has treated me, in two months the hotel was out of toilet paper 5 times! Our toilet has never worked properly and since the day we arrived, all but 2 dryers have been out of order in the laundry room. That is a huge deal because this hotel has been FULL. That laundry room is constantly needing to be used. So, it takes longer than 2 months for a repairman to come? Or is it that they couldn't careless if we have dryers? ---- I'd like to add that my husband and I travel together for his job, we stay in hotels all across the country for at least 10 months a year, this is my FIRST negative review. I am not hard to please nor am I unreasonable. I just find this man's eye rolling, head shaking, and condescending tone completely unacceptable. We have a history of spending nearly $8,000.00 per year at Extended Stay America Hotels. NOT ANYMORE! I will do everything in my power to avoid spending another dollar in a ESA after we depart from here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 September 2013
Lori - Thank you for taking the time to write a review of your stay. I am extremely sorry that there was a breakdown in communication between our hotel's staff members and that they did not attend to your needs in a professional manner or timely fashion. Please know, I take your feedback very seriously and have spoken with the staff personally about the situation you described. As well, I am going to be coaching the entire team on how to handle customer requests better moving forward. I am disheartened to know that our staff failed to provide you and your Husband with a good experience at our hotel; however, I am glad to have this opportunity to use your comments as an example so we can improve our offerings overall.
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I am grateful for the feedback you provided so we are able to continually improve our hotel. To discuss further, or if you have any questions, please contact me at email@example.com. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC