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Reviews (82)
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2 - 7 of 82 reviews
Reviewed 11 March 2018

We had to find a hotel due to a power outage. I booked a non-smoking room. After checking in, we were told no more non-smoking rooms available and they put us in a smoking room. The entire 3rd floor hall reeked and the room smelled like old, stale cigarettes. Otherwise the room was clean. The fire alarm was detached and in the kitchen drawer. I asked for a coffee maker for the room at check-in and again later on, they never provided one. Breakfast consisted of tiny muffins, coffee, tea, instant oatmeal. The TV constantly stopped working "searching for signal, lost connection" every few minutes. When I asked about it, they said they knew it but the maintenance man only works during the week. That was it. Why couldn't they call someone to fix it? Other guests also complained about it. There were 2 overworked, stressed out front desk people who clearly were not having a good day and did not care if the guests were impacted. There was a dead deer at the entrance. Since we could not watch TV, we watched the buzzards at work. Nice. It takes a simple call to the local game warden to get that removed.

Room Tip: Don't stay on the 3rd floor unless you really like old cigarette smoke smell.
  • Stayed: March 2018, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Jamie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Philadelphia - Malvern - Great Valley, responded to this reviewResponded 14 March 2018

Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. Your feedback will assist us in our efforts to continually improve our service and guest experience. We hope to have the opportunity to provide you with a better stay in the future.
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 March 2018

We found this extended stay just what we needed. I was disappointed that it had no pool or gym but it was in the perfect location for us to do what we'd come to PA to do, wine tasting and Lancaster County. The front desk people were great, the room had everything we needed to make a meal with. It was big enough for a comfortable weeks stay and the bed was adequate.

Room Tip: Nothing for children
  • Stayed: July 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank Wanda H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Philadelphia - Malvern - Great Valley, responded to this reviewResponded 4 March 2018

Wanda, thank you for being our guest at Extended Stay America. We are pleased to know our location was ideal for your needs and that our service and facilities were to your satisfaction. It was a pleasure having you here, and we look forward to hosting you again soon.

Sincerely,
Hotel Management

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Reviewed 26 October 2017

Much like other reviewers, I agree the room could have been cleaner & the lobby maintained a bit better. However, the people were friendly & made me & my cat feel very welcome at every turn! Luis at the front desk was great! The bathroom was nicer than the one I have at home, they provide a quick muffin & cup of coffee in the morning, & the Wi-Fi was fast enough for the cost (free, but faster speeds available for under $6 a day). I last stayed at an Extended Stay hotel around 2003-2004, &, back then, they provided silverware & dishes automatically in every room. I can see why they discontinued the practice, but I wish they didn't make guests request the basics.

  • Stayed: October 2017, travelled solo
    • Value
    • Sleep Quality
    • Service
1  Thank Ariel L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Philadelphia - Malvern - Great Valley, responded to this reviewResponded 27 October 2017

Ariel, thank you for returning to us at Extended Stay America. We are pleased to know you and your cat had a pleasant visit and that you were impressed with the service provided by our staff. We have shared your concern with our housekeeping team in an effort to improve our service and facilities moving forward. Please know, to ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk. We appreciate your business and look forward to seeing you both again soon!

Sincerely,
Hotel Management

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Reviewed 11 October 2017

Unfortunately, some PA hotels permit smoking and this is one of them. While ESA is a great brand, this site is not. As it does, smoke has permeated the hotel and property is littered with cigarette butts. I have inserted to photos of the first thing you see on site: flower pot and parking space by front door. Unacceptable, but there is nothing you can do when you arrive late at night. This is a $50-60 a night type hotel.

Room Tip: Pick another hotel.
  • Stayed: October 2017, travelled on business
    • Value
    • Rooms
    • Service
1  Thank 535kevinm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Philadelphia - Malvern - Great Valley, responded to this reviewResponded 11 October 2017

Kevin, thank you for being our guest and sharing your feedback. We apologize for the smell of smoke you experienced on your stay and the inconvenience it caused. We work hard to provide a clean and comfortable environment and we are sorry that the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. We hope you give us another chance to serve you better in the future.

Sincerely,
Hotel Management

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Reviewed 1 September 2017

Booked 2 nights in late August during a move. First impression set the tone: the lobby rug looked like the living room rug in my college fraternity house ! Not good...Room was mediocre and amenities poor. My wife refused to get in the tub as it not in the best of shape. Wifi was a joke ! Extremely weak...I gave up after several dropped signals. Would not recommend or go back.

Room Tip: Choose another hotel !
  • Stayed: August 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Thomas T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Philadelphia - Malvern - Great Valley, responded to this reviewResponded 2 September 2017

Thomas, please accept our sincerest apologies for not living up to your expectations which led to a disappointing stay. We want every guest who stays with us to have a comfortable experience and to depart with a lasting favorable impression, but we are extremely sorry we failed in doing so while you were here. We will revisit all the areas in which we fell short and will take corrective steps in an effort to improve ourselves. Please consider choosing us again so we can restore your faith in us.

Sincerely,
General Manager

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