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Reviewed 14 October 2017 via mobile

Jay and the call center for reservations were very understanding of the situation and allowed me to cancel my reservation after the allotted time without any charges. I am very grateful for their kindness. Thank you!

Stayed: October 2017
1  Thank NorthStar735844
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Pleasant Hill - Buskirk Ave., responded to this reviewResponded 15 October 2017

Thank you for your review. Here at Extended Stay America, we strive to provide outstanding service, and it is encouraging to receive confirmation that our efforts make a difference. Jay and rest of the team will be pleased to hear your compliments. We hope to welcome you back again!

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 August 2017

We did not have hot water, and we had a dead, squashed bug on the baseboard. At check in, we were given a percentage off our bill because the bathroom sink did not drain quickly, but at check out we didn't receive any discount for no hot water and the bug. The smoking area is right in front and stinky and unsightly. The landscaping and interior painting, furnishings are not inviting. The beds and kitchen were the only good things. Never again here!

  • Stayed: July 2017, travelled with friends
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Extended Stay
Thank cathyhF9378VK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Pleasant Hill - Buskirk Ave., responded to this reviewResponded 9 August 2017

We were disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. Our management team is taking steps to ensure future guests do not encounter the same issues. We truly hope you will give us another chance to prove that we are committed to providing outstanding accommodations and service.

Sincerely,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 July 2017

My room smelled like wet dog, there were stains and dirt on walls, cigarette burns on the bedding, no working fan in the bathroom (an inch of dust on the non-working fan grate), countertop was cracked and peeling, rust in sink, I could go ON AND ON. We were in town for a basketball tournament and couldn't find other rooms nearby for our group, or we would NEVER have stayed here after seeing these rooms. Every time we passed the front desk someone was asking for a new room (we also asked every day, and were told they were overbooked and could not be moved). This should NOT be an Extended Stay America hotel, or charge ESA prices, outrageous (I am not a hotel snob... staying at an Extended Stay in Irvine right now, and it is lovely). How this hotel has even a two star rating is beyond me.

Room Tip: If you do stay here (which I do not recommend), make sure to get a 2nd or 3rd floor room. Room 101 was HORRIFIC.
  • Stayed: July 2017, travelled with friends
    • Value
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Thank Kirsten R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Pleasant Hill - Buskirk Ave., responded to this reviewResponded 29 July 2017

It was disappointing to read your comments concerning your stay at our hotel. We never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you experienced is not acceptable by our standards and will be reviewing and altering our guidelines to provide a better experience for all our guests. Please accept our apologies, and consider giving us another chance to redeem ourselves in the future.

Sincerely,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 July 2017

Ansolutely disgraceful. Can't believe a place like this exists. Broken cabinets. Dirty sheets. Garbage left in the room. Horrible smell throughout hotel, lobby and room. Clearly they were overbooking rooms - constant confrontation with front desk staff and people trying to check in. Wi-fi never quite worked. Just awful.

  • Stayed: July 2017, travelled with family
    • Value
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Review collected in partnership with Extended Stay
1  Thank janeA4987GH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Pleasant Hill - Buskirk Ave., responded to this reviewResponded 28 July 2017

Thank you for choosing to stay with us. We're extremely sorry that you had a negative experience here, and we assure you that all of your concerns are being taken seriously. We have no excuses to offer, but we do extend our sincerest apologies and want you to know that we are making adjustments and working to deliver better hospitality going forward. We hope you and your family will consider a future stay as we would welcome the opportunity to regain your trust.

Sincerely,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 July 2017

This hotel was definitely a huge disappointment. I expected that a Hyatt owned hotel would have at least been clean. Everything about this hotel is substandard. I was concerned about my vehicle at night as the parking lot is shared with a mall with no enclosed fencing or security, I would defiantly not stay at the hotel again!

  • Stayed: July 2017, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Extended Stay
1  Thank Sharon K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Pleasant Hill - Buskirk Ave., responded to this reviewResponded 22 July 2017

Sharon, thank you for taking the time to give us your feedback. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and I apologize for failing to provide that for you. My staff and I are taking steps to ensure every detail from the first impression at check-in to the final at check-out and will focus on providing a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to provide you with the hospitality you deserve.

Sincerely,
General Manager

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