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Reviewed 10 August 2018 via mobile

We r staying in extended stay america cumberland in Atlanta...
Apartment layout is good but they dont giv hoysekeeping service everyday...nobody comes to clean apartment...lobby level people r uninterested to lusten ur quiries..
My gas stove n phone was not working..we went 2 complaint about it..but no feedback from them..
No safety in complex..no security in complex....entire passage outside all apartment is dirty..
When we lodge complaint theough mail..we dont get feedback...
Pathatic stay in this apartment..

Date of stay: August 2018
Trip type: Travelled with family
Thank kulniru
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Atlanta - Cumberland Mall, responded to this reviewResponded 11 August 2018

Thank you for reviewing our hotel. We are sorry for the difficulties you and your family had during your stay and that our staff was not responsive to your needs. We take such comments very seriously and are sharing it with our entire team to make sure we are more consistent with our service delivery. Also, to respect the privacy of our guests, our housekeeping service is conducted on a weekly basis, although we are always happy to provide it at your request for a minimal fee. Please accept our apologies if we did not communicate this to you at check-in and hope you will give us a chance to impress you all on a future visit.

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2018

We needed a room within walking distance of a Braves game and this one was reasonably priced. Room had a small kitchen but no dishes, silverware or equipment. I did get a coffee maker from the office and pouch of coffee, but be sure to ask for a coffee filter or paper towel as the coffee is loose grind.
The room was pretty much no frills but clean. We did ask for another pillow (got two with the queen bed) but got another sheet instead.
There was one young woman working the office, checking people in and answering the phone. She was efficient and friendly but there was a little wait. It was about a 3/4 mile walk to the park. I would stay here again if we come for another game but would bring a few more things with me.

Room tip: Room was quiet
Date of stay: July 2018
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank lterry2015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Atlanta - Cumberland Mall, responded to this reviewResponded 1 August 2018

Thank you for choosing our hotel while you were here for the Braves game. We’re glad to know you found us to be of a fair price and that our location close to the Suntrust Park was ideal for you. However, we’re sorry there were few issues which kept you from giving us a higher rating. Please know to ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. We apologize if this was not explained to you at the time of your arrival. We regret the inconvenience caused and look forward to welcoming you back for a perfect stay.

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 July 2018

We booked a room through their website itself in order to attend a Braves game that started later in the day. We booked a king studio suite for the evening, and it locked in the price when booking occurred, as well as took payment in advance. We were fine with all that, it was in exchange for a modest discount and every little bit off is fine, and we knew we weren't going to cancel, else we would have forfeited the money spent on the room.

Fast forward to check in, they have one guy running around frantically trying to do everything under the sun it seems. We are then told that we'll be getting our Queen suite ready soon and then he runs off to check on the room. When he returned I show him the reservation confirmation that we had pre-paid for a king room. Somehow in the system, it had been changed to a Queen with no explanation that he could give. He tried to give a few excuses about how it must be the fault of the external website we booked through messing it up, until we pointed out that we had done it through the company's own site. After that he said he saw where it had been changed, but couldn't understand why. Furthermore, he said he couldn't adjust the room rate into a lower room because we had already paid. There would be no attempt of any sort in an effort to make it right.

So, stuck between losing the entire room cost or accepting the smaller room, we went to the room. The room itself was alright. The cleaning lady did barge in at one point unexpectedly without knocking while we were unpacking, before realizing and leaving quickly. The lock on the inside of the door designed to stop that sort of thing from happening was broken and missing.

Needless to say, next time we are in town, we'll be looking for somewhere that can actually provide what they say they will.

Date of stay: July 2018
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank Richard H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Atlanta - Cumberland Mall, responded to this reviewResponded 25 July 2018

We are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We will personally address these issues with the appropriate teams to find out where we went wrong and making changes to our processes to better serve our guests. We truly regret the inconvenience caused and please consider us again so that we can restore your faith in our hotel and provide you with the hospitality you should always expect from us.

Sincerely,
Hotel Management

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Reviewed 22 July 2018

Our family stayed there for 10 days due to a disastrous situation with our permanent dwelling. On the first day of arrival, we were told that no rooms were available even though it was booked with our insurance company. The local District Manager was extremely nonchalant about the whole situation and never once apologized. Other staff members appear to be courteous. Grab and go breakfast leaves much to be desired. The area is OK close to shopping, restaurants, and easy access to the interstate.

Room tip: Choose rooms that are closer to the lobby area.
Date of stay: July 2018
  • Trip type: Travelled with family
    • Location
    • Cleanliness
    • Service
Thank nibbsqueen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Atlanta - Cumberland Mall, responded to this reviewResponded 25 July 2018

Thank you for taking the time to share your feedback. We are pleased you liked our convenient location, but we apologize that we did not provide the responsive service you should have received from us. Our staff normally does a terrific job in providing attentive service, so we're sorry we dropped the ball during your visit. We will definitely be using your constructive feedback to step up our game. We hope you will consider a future stay so we can better demonstrate our commitment to service excellence.

Sincerely,
Hotel Management

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Reviewed 14 July 2018 via mobile

Don't over-expect. Very average. Not even hangers in closet, ice, nor hair dryer. Clean, but room smells stale. Convenient to Sun Trust Park & I-75. Brace for traffic snarls! I would not stay here again.

Date of stay: July 2018
Trip type: Travelled with family
Thank markfD6574GD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Atlanta - Cumberland Mall, responded to this reviewResponded 15 July 2018

Mark, thank you for taking the time to share your feedback. We are pleased you liked some of the aspects of your stay. But, we are sorry for not meeting all of your expectations. We have shared your feedback with our team in an effort to improve our service and facilities moving forward. We hope you will consider us again the next time you are in this area.

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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