My family was very happy and excited to move into an Extended Stay America Hotel, but our experience has turned out to be sadly disappointing because of the staff: mainly because of the maintenance man with the European accent. We are writing to express our discontentment with the services of some of the staff at this hotel in hopes you can help to rectify this uncomfortable situation.
We do know that a few employees do not represent the whole company and it is a sad state of affairs that my family does not feel safe and comfortable in your hotel. The issue we had with the hotel first, was the mold in the bathroom and some dirty dishes left behind on top of the cabinets. We informed them about those issues and cleaned the mess ourselves because the management first said they were going to do it, and didn't. There were also no pots, pans, silverware or cooking utensil in the unit so we had to bring and use our own.
Then there were the water leaks, (including the air condition unit by the sofa bed) the low water pressure, and the loose shower rail in the bathroom that kept fallen down. We were also uncomfortable when we found out that the shower curtain had so much mildew and mold on it that my mother became sick. We informed the staff about these things and their response was for us to put in a new shower head. I finally went and got another show curtain! Concerning the air/heat unit, it was leaking so much that the computer items and other valuables were soaked. They said they couldn't come out to fix it because it was a holiday. We understood, but later when we kept calling about it they would say OK, but no one was sent to fix it.
They did not fix the water leaks and then the cable would go in and out all the time after they started working on the roof. Another issue was the window by the sofabed that could not open or close and the leaky air unit that would not work. There was another issue with a broken chair and broken bathroom fan that came crushing down in the bathroom. The fan in the bathroom was fixed but we still haven't received another chair.
We also have problems with the manager Kevin. On a Saturday afternoon as we were taking a nap Kevin entered our room without our permission, he used his key-card and entered our room. He didn't even knock! He said he thought the room was vacant and thought we did not pay. We had payed for the room that morning. Another incident like this happen again with Kevin and with the maintenance man while my mother and I were still in our pajamas. He declared that there was a complaint from the room below about water damage and said it was because of the shower head we installed with their permission. They also yelled at us and threatening to evict us. The maintenance man also did not clean up after himself in the bathroom because there were black stains in the tub from his boots and finger imprints everywhere he touch.
Two maintenance men also came unannounced and without notice to fix the other air unit by the beds while my mother and I were getting dressed. We didn't have a problem with them fixing it, a courtesy call would've been nice. We did have a problem with one of the maintenance men returning to our room and using his key to enter while we were getting dresses. We thought they had finished working on it. When my mother chastised him about that he was unapologetic, defensive and argumentative. All she told him was wait until you are invited to come in don't just entered. It was very disturbing to be seen disrobing.
There is also a horrid stench coming from the elevator, sewage, from outside and we have to close the windows. I don't know why there is such a shortage with the linens, especially the washcloths and towels. Some days there just aren't any washcloths and towels. One day we went to one of the maids to ask for some washcloths but she didn't have any. So we went to the closet at the end of the hall to see if any maids were there. As we were knocking on the door the maintenance man came up to us and was shouting and demanded that we leave. Told us we didn't have the right to be there. That we needed to go downstairs to the front desk and get them. We tried to tell him that we had already done that and that they didn't have any. He would not listen and continued to yell at us. His conduct was very harsh, and bellicose!
On April 28, 2015 some of the staff came unannounced and refused to identify themselves. I would not let them in until they identified themselves as the staff from downstairs(under the guise of checking the water.) We told them to wait while we got decent because my mother was about to take a shower and didn't have on clothes. Since they were yelling at us to open the door, even telling us that we only had two seconds to open the door or they would break down the door! Can you imagine our surprise and the distressed they caused us. One minute we're going about our daily business of bathing when suddenly we have to rush and put on clothes. And to do that to my mother who is handicap, in constant pain, with severe neuropathy in both feet, scar tissue in her bowels because of illness and surgery, blind in one eye, no cartilage in her knees, and walking with a cane!
They told us that we had two hours to pack up and leave! All the while we allowed them to search the unit with one of the police officer(who didn't identify themselves as police) we had to call the police to get that information and Erin Vita who did not identify herself as management, said we had to talk to management to get this resolve.
Today when I went down to pay Kevin interrupted Adam from accepting my payment. Kevin was so vicious in his verbal attack with me that another guest: a middle-age white lady, came to my defense. She was there to complain about something that was broken in her unit. She told Kevin that she had waited two weeks. He was kind to her and responded in a humane way. Also, the staff keeps coming in without permission, making it impossible for to look for work, apartments or leave the room in the daytime.
We have been rejected from making payments and reservations at Extended Stay America, Indianapolis, Indiana. 9370 Waldemar Rd. This is based on claims of damage by water and alleged intimidation to staff. We were told that we have ten days from the first of May to leave the property. Our reservation was canceled and they said that I, Bryan Kennedy was a no show. Kevin Clark refused to provide any information. He told me that I had to talk to Erin. I gave Kevin my cell phone number. I waited for Erin's call, which did not come.
However, the law states that we have at least thirty days to leave. We have spoken with a V.P of the company and he refuses to send anyone out to investigate the water damage, or a mediator for the intimidation claims. Recently, a health inspector that we called arrived and did not find any damage from water, nor did he find any leaks from our room or the room below. This being the case, there is no reason to be evicted, or have our payments rejected. Our reservation has been canceled. We have simply asked for proof of any issues. We have recordings where we have been shouted at, verbally abused, treated with disrespect, by the manager and the maintenance man: who walked into our room without permission. We need an answer on the payment issue. We find it unacceptable that the manager and District Manager want to kick us out without proof of any wrong doing. This process has also been repeated by your regional manager, and is not right.
We are paying customers and expect to be reimburse and to have this threat of an eviction removed. I have told management to call me whenever a problem arises, and to have the courtesy to place a courtesy call before coming to our room unannounced, expecting to be allowed in immediately. Such as when they visit or if something is broken. This has yet to happen. Dealing with management has not led to solutions. I have repeatedly told them what numbers to contact me by, and I cannot leave from work everyday, without any warning or preparation. I do not understand this eviction and it has never been explained to me. When speaking to management they have claimed that no one else in the room can be dealt with but me. But when I last spoke to Kevin he refused to comment further on our eviction. Adrian Vasile, the regional manager want us out without just cause and to unjustly ban us for life from all Extended Stay America hotels. This was told to us by the Regional Manager, Adrian Vasile. He refused to cooperate with us and has refused to investigate our side of the matter. The only option he offered us was for us to admit guilt for everything: the alleged water leak and intimidating some of his staff. However, it has been the Area Manager, Erin Vita, the hotel manager, Kevin Clark and the white maintenance man that have been harassing us and have been extremely disrespectful.
To want us out and to refuse to fully explain why we have to leave, and by ignoring our concerns, as well as refusing our payments, violates our rights. I have been forced to speak to clerks at the desk who know little of our situation and have no authority, this is where we stand as of now. This harassment has compromised my work. It is stressful and it cannot continue. We need clarification on this matter from someone, to avoid confusion.
My name is Janella Denney-Mullican. On Tuesday, April 14, 2015 at approximately 8:30 pm I spoke to a nice gentleman by the name of Tony at 1-800-804-3724. I booked a room for three nights for my mother.The confirmation number was #119522889. I explained to Tony that my mother was receiving radiation treatments for her Breast Cancer twice a day and I was hoping to get her check in early on Wednesday so that she could rest after her morning treatment. He informed me to contact the hotel directly and that this shouldn't be a problem. At NO time did Tony EVER tell me that I would need to sign a third party wavier before my mother would be allowed to check into her room.
On Wednesday morning at approximately 9:15 am I spoke to a lady at the front desk and explained the situation surrounding my mother and her cancer treatments. I told her I would like to get my mom checked into a room early so she could rest before her afternoon treatment. The girl informed me the earliest they could check my mom into a room would be 12:00 pm and that they didn't see any problem with this. At NO time did the girl at the front desk EVER tell me that a third party wavier needed to be signed before my mother would be allowed into her room.
At approximately 3:00 pm I received a panic call from my husband. He informed me that my mother had been trying to reach me since 12:00 pm. I was unable to be reach by cell phone because cell service was unavailable in the canyon where my friend and I were taking private lessons.
My husband informed me that the hotel staff wouldn't give my mother her room. I immediately called my mother and she told me that ARIEL refused to give her a room until the third party wavier was signed by me.
Because ARIEL refused to give my mom a room she was unable to rest from her radiation treatment she received in the morning! After talking to my mom I immediately called ARIEL and she verified what my mother had just told me. I immediately asked to speak to the Manager on duty. ARIEL had the NERVE to chuckle as she transferred me to Assistant Manager Lupeline Tagaloa.
Needless to say at this point I was EXTREMELY UPSET over the treatment of my mother!! I explained to Ms. Lupeline that the reservation was made through the 1-800 number and at NO TIME was a third party wavier EVER explained to me and I don't understand why my was not allowed into a room. I thought everything was handled this morning when I talked to her staff at the front desk.
This made absolutely NO sense to me considering my mom was staying for three nights and that the hotel had all my credit card information. I explained to Ms. Lupeline I would try to get down in the evening depending on traffic and living over an hour away. I was going to be down there the next day which was Thursday, April 16 to take my mother over to the hospital for her radiation treatments.
In the meantime I wanted them to immediately get my mom a room so she could rest up for her afternoon treatment. Ms. Lupline told me they would and everything was fine. I figured by her statement to me that everything had been handled!!
At approximately 8:48 pm Wednesday night I received a call at home from ARIEL. She informed me that they would be kicking my mom out of her room at 10:00 pm if the third party wavier wasn't signed!! I explained to ARIEL that her Ms. Lupline told me everything was handled!! Again ARIEL told me I had to 10:00 pm and HUNG UP ON ME!!! I called back three times and as soon as ARIEL knew it was me she HUNG UP AGAIN!!!
Needless to say I was PISSED!!! I got in my car and headed down to the hotel. In the meantime my husband received a call from my mother who was sounded a sleep in her room telling him that ARIEL called her and told her that she needed to be out of the room by 10:00 pm. My mom was distraught and didn't know what to do. She told my husband that earlier that evening she also gave the front desk information from her credit card to hold the room. My husband told her to stay where she was and that I was on my way.
Because of the INHUMANE TREATMENT my mom and I were receiving from this particular establishment I called the Brea Police Department to have them their as witnesses when I entered the front lobby. Officer Phil Rodriguez along with what appeared to be his sergeant walked me into the front lobby.
ARIEL was at the front counter on her BEST behavior. She asked for my credit card. She charged my card for ALL three nights and she NEVER EVER ASKED ME TO SIGN ANY THIRD PARTY WAVIER!! I asked for her manager's business card and then asked for her last name. Needless to say she REFUSED to give me her last name. A Police Incident report was taken. The Incident Report number is #B15105105.
On Thursday, April 16 I arrived to pick up my mom to take her for her cancer treatments. My mom and I walked into the lobby to speak to the manager Ms. Lupeline Tagaloa. NEEDLESS to say she wouldn't give me or my mother the time of day!!
At this point I had my belly full of ALL this nonsense!! I informed the manager I will be removing my mom from this hotel after we get back from her afternoon treatment. I also told her I want my credit card credited back for the Thursday night booking.
When I got my mom to her appointment my husband told me to call the manager one last time and see if she was aware of what ARIEL had done the night before. NEEDLESS to say when I got a hold of the manager she HUNG UP ON ME!!!
I was at my breaking point and decided to call another Extended Stay America in Anaheim Hills. I spoke to a very nice and professional gentleman by the name of Oscar. I told him about the situation and he explained to me that this is NOT the way Extended Stay America's operate.
When my mom was done with her treatment we returned back to the hotel to retrieve her belongings. When she inputted her room key I was besides myself. The room key DIDN'T WORK!! So we headed back to the front lobby to get my mom a new room key.
We gathered her belongings and went to the front lobby one last time to retrieve my bill. NOT ONLY DID THE MANAGER CHARGE MY MOM FOR THE THURSDAY STAY, SHE ALSO ADDED A LATE FEE FOR NOT BEING OUT AT THE STANDARD CHECK-OUT TIME!!
I informed the girl at the front counter that I would be disputing these charges. I then searched the internet for another hotel in the area. I ended up booking my mom at the Quality Inn and Suites. I explained my mother's situation to the manager and they treated my mom like a QUEEN!! They even ALLOWED her to stay pass her check-out time so she could rest from her treatments!! On top of ALL this they even brought my PRECIOUS mom a rosary!! The manager and his wife showed KINDNESS AND EVEN COMPASSION!!!
Because of my job experience as a Biometric Forensic Technique Trainer I was very fortunate to travel the world. Needless to say I stayed in ALL types of hotels throughout the world!! I HAVE NEVER EVER IN ANY OF MY TRAVELS COME ACROSS INDIVIDUALS AS INHUMANE AS I EXPERIENCED THIS PAST WEEK!!
I also e-mailed the CUSTOMER SERVICE MANAGER MS. A. FIMOWICZ at Corporate Headquarter on 4/22/15 along with CEO DONALD STUMP on 4/27/15.
NEEDLESS TO SAY I HAVEN'T RECEIVED A PHONE CALL OR EVEN AN ACKNOWLEDGMENT FROM THESE TWO INDIVIDUALS!! WHAT TYPE OF OPERATION IS EXTENDED STAY AMERICA REALLY RUNNING?????
Made online reservation. Reservation said confirmed but did not give confirmation number. Went to Hotel they said we did not have reservations and they were over booked. Had to look for 2 hours for another hotel. Charged over $200 because we were a walk in. The next morning we received a emailat 4:56 AM with our confirmation number. It stated we were going to be charged if we didnt cancel for the night before. We called the hotel and they said thats the way they worked. So they basically over book and take you money. I guess it helps your bottomline, but I think its illegal.Called the Extended stay 1-800 number and never could talk toanyone youare on hold for 1 hour then it automatically hangs up. Called the Corporate Office ESA Management in Charlotte NC and I was put on hold and never got to talk to anyone.
I noticed their stock (STA)is taking some dramtic hits in the past few weeks. This type of activity is frequently a sign of a failing compnay trying to milk properties before going out of business.
Cindy Caldwell manager at ESA Farmington Hills would lock me out continuously even when I had credits. She also would blame me for all of the messes around her hotel. It desperately is in need of an upgrade. The carpets are all stained and mold smell through out due to water leaks. Cindy also yells continuously and tries to enter the room w/o permission,
I stayed at Extended stay for 9 days, was supposed to be for an entire month while my home was being renovated. I chose the place because they accepted my dog and cat- but with a 300 fee, 150 for each. 1st night, i checked into a drity room, the trash was full of cigarettes, beer bottles, and shredded papers from a shredder. The carpeting was soiled and black in several spots. I accepted that to not traumatize my pets who had been in the car for an hour. Next day, i paid a weekly rate, asked them to have the room cleaned- they never did. Next day did my grocery shopping, and I let a few days go by to get the pets comfortable. In between, the disgusting dirty 2 plates, 2 forks etc. and 2 spoons. I went to the front desk to deliver a spoon that was all balck and burned on the bottom, FROM DRUG USE, either used to cook crack cocaine or heroin. This was delivered to the front desk to let them know , this is serious..
As the story goes, they were doing renovating there. I was exposed the st night at 10 PM a man knocking on my door asking me for a cigarette. Tatoos on his arms neck, everywhere. I was polite and obliged, not because i wanted to, but because I realized " I'm being watched by the men around there" A few days into, thier maintenence guy knocks at my door with a work order for my phone and internet, saying they got a call its not workinig, FOUR TIMES I had to tell him I DID NOT CALL. My net and phone works fne, who is calling you about my room number, as the 4th time i was hollering because he was ignoring what I said , inviting himself to walk into my bedroom and start to open my closet door. End result, the office did NEVER give me an answer as to who was calling them regarding my room number- NO ANSWER.
Next- My car, because of the work being doen the walkways up and down being cleaned for painting, my car was twice with dirt grim and anything else being washed off the building and floors outside. Next, I had to walk my dog twice a day-- the first few nights, I walked him over to a supposed picnic table area with a grill by a man made lake. There, I was offered over a few days, DRUGS.people drinking, openly smoking marajuana, and 90% blue collar workers staying there - and massive drug use going on.I then decided to walk my dog elsewhere on thier property to avoid that. Increasinly, as a woman, I was approached 4 5 6 times by different men - a few were to ask me if I SMOKE- they meant marajuana-- MY ANSWER " I DO NOT USE DRUGS" Now again, I went to office asking, please have them clean my room, they need to vaccum and clean the floors.. I was told ok, BUT never that day was my room cleaned-- then again, i went to office told them have them clean my room again , they said ok- THEY NEVER DID. Well now Im getitng really furious, I asked again another day-- STILL THEY DID NOT CLEAN MY ROOM. At that point socks Id wear inside were BLACK on the bottm, just disgusting.
Lastly- last day I was there , VERY ANGRY that I was being subjected to what I was, a filthy room, drug use all over the place, myseterious calls about my room supposedly requesting assistance with a front desk that just never told me why, with a total disregard to clean my room- then, the renovation contiues. I dealt with it all that week- NEXT, 2 levels to this place, a man form the upper level tells me theyre moving him from his room for a couple days because they'll be painting the floors outside the doors . I thought to myself, they did not say anything to me about that. WELL, they did paint the outside floors with a ploy of very very serious fumes. That afternoon I could smell it so strong. I went outside , and it was so bad i went about 50 feet from the building to get away from it. I started to feel like i was lathargic and could sleep standing up, light headed, then a very bizaar type headache came on and my throat became completely raw and sore. A neighbor resident was also standing away form the building, saying he could not handle those fumes. It got worse, after a few hours of it it seeped its way into the room, at ths point, I then shut off the fans and ac, because it was making it worse, got my dog out- THEN I WAS DONE. I was sick, light headed wondering why I was pyaing them to be exposed to toxic fumes. I told them i am done with your heroin spoons, your pollutig me, the drug use around here, the strange men at my door in the middle of the night, the total disregard to clean my room, and the bizaar unknown calls regarding my room. I told them I WANT MY 300 PET FEE BACK, so I can leave and go elsewhere, that they have exposed me and my pet to toxic fumes, and it was now IMPOSSIBLE for me to stay there. Problem, I had already ALL DAY been exposed to those fumes- end result- they said they will not refund my pet fee, and i checked out.WHY? at that point poly toxic fumes can actually KILL a peron or animal. I had to leave for my own safety and the safety of my pets- of which never should I or my pets been exposed to toxic checmicals in that manor..
it goes on and on, and I will be filing formal complaints with thier company, contactin my bank to fight the 300 pet fee, and informing the police of whats transpiring there.I AM A LOCAL RESIDENT here where this place Extended Stay America, subjected me to this.
Extended Stay America Reviews
My family was very happy and excited to move into an Extended Stay America Hotel, but our experience has turned out to be sadly disappointing because of the staff: mainly because of the maintenance man with the European accent. We are writing to express our discontentment with the services of some of the staff at this hotel in hopes you can help to rectify this uncomfortable situation.
We do know that a few employees do not represent the whole company and it is a sad state of affairs that my family does not feel safe and comfortable in your hotel. The issue we had with the hotel first, was the mold in the bathroom and some dirty dishes left behind on top of the cabinets. We informed them about those issues and cleaned the mess ourselves because the management first said they were going to do it, and didn't. There were also no pots, pans, silverware or cooking utensil in the unit so we had to bring and use our own.
Then there were the water leaks, (including the air condition unit by the sofa bed) the low water pressure, and the loose shower rail in the bathroom that kept fallen down. We were also uncomfortable when we found out that the shower curtain had so much mildew and mold on it that my mother became sick. We informed the staff about these things and their response was for us to put in a new shower head. I finally went and got another show curtain! Concerning the air/heat unit, it was leaking so much that the computer items and other valuables were soaked. They said they couldn't come out to fix it because it was a holiday. We understood, but later when we kept calling about it they would say OK, but no one was sent to fix it.
They did not fix the water leaks and then the cable would go in and out all the time after they started working on the roof. Another issue was the window by the sofabed that could not open or close and the leaky air unit that would not work. There was another issue with a broken chair and broken bathroom fan that came crushing down in the bathroom. The fan in the bathroom was fixed but we still haven't received another chair.
We also have problems with the manager Kevin. On a Saturday afternoon as we were taking a nap Kevin entered our room without our permission, he used his key-card and entered our room. He didn't even knock! He said he thought the room was vacant and thought we did not pay. We had payed for the room that morning. Another incident like this happen again with Kevin and with the maintenance man while my mother and I were still in our pajamas. He declared that there was a complaint from the room below about water damage and said it was because of the shower head we installed with their permission. They also yelled at us and threatening to evict us. The maintenance man also did not clean up after himself in the bathroom because there were black stains in the tub from his boots and finger imprints everywhere he touch.
Two maintenance men also came unannounced and without notice to fix the other air unit by the beds while my mother and I were getting dressed. We didn't have a problem with them fixing it, a courtesy call would've been nice. We did have a problem with one of the maintenance men returning to our room and using his key to enter while we were getting dresses. We thought they had finished working on it. When my mother chastised him about that he was unapologetic, defensive and argumentative. All she told him was wait until you are invited to come in don't just entered. It was very disturbing to be seen disrobing.
There is also a horrid stench coming from the elevator, sewage, from outside and we have to close the windows. I don't know why there is such a shortage with the linens, especially the washcloths and towels. Some days there just aren't any washcloths and towels. One day we went to one of the maids to ask for some washcloths but she didn't have any. So we went to the closet at the end of the hall to see if any maids were there. As we were knocking on the door the maintenance man came up to us and was shouting and demanded that we leave. Told us we didn't have the right to be there. That we needed to go downstairs to the front desk and get them. We tried to tell him that we had already done that and that they didn't have any. He would not listen and continued to yell at us. His conduct was very harsh, and bellicose!
On April 28, 2015 some of the staff came unannounced and refused to identify themselves. I would not let them in until they identified themselves as the staff from downstairs(under the guise of checking the water.) We told them to wait while we got decent because my mother was about to take a shower and didn't have on clothes. Since they were yelling at us to open the door, even telling us that we only had two seconds to open the door or they would break down the door! Can you imagine our surprise and the distressed they caused us. One minute we're going about our daily business of bathing when suddenly we have to rush and put on clothes. And to do that to my mother who is handicap, in constant pain, with severe neuropathy in both feet, scar tissue in her bowels because of illness and surgery, blind in one eye, no cartilage in her knees, and walking with a cane!
They told us that we had two hours to pack up and leave! All the while we allowed them to search the unit with one of the police officer(who didn't identify themselves as police) we had to call the police to get that information and Erin Vita who did not identify herself as management, said we had to talk to management to get this resolve.
Today when I went down to pay Kevin interrupted Adam from accepting my payment. Kevin was so vicious in his verbal attack with me that another guest: a middle-age white lady, came to my defense. She was there to complain about something that was broken in her unit. She told Kevin that she had waited two weeks. He was kind to her and responded in a humane way. Also, the staff keeps coming in without permission, making it impossible for to look for work, apartments or leave the room in the daytime.
We have been rejected from making payments and reservations at Extended Stay America, Indianapolis, Indiana. 9370 Waldemar Rd. This is based on claims of damage by water and alleged intimidation to staff. We were told that we have ten days from the first of May to leave the property. Our reservation was canceled and they said that I, Bryan Kennedy was a no show. Kevin Clark refused to provide any information. He told me that I had to talk to Erin. I gave Kevin my cell phone number. I waited for Erin's call, which did not come.
However, the law states that we have at least thirty days to leave. We have spoken with a V.P of the company and he refuses to send anyone out to investigate the water damage, or a mediator for the intimidation claims. Recently, a health inspector that we called arrived and did not find any damage from water, nor did he find any leaks from our room or the room below. This being the case, there is no reason to be evicted, or have our payments rejected. Our reservation has been canceled. We have simply asked for proof of any issues. We have recordings where we have been shouted at, verbally abused, treated with disrespect, by the manager and the maintenance man: who walked into our room without permission. We need an answer on the payment issue. We find it unacceptable that the manager and District Manager want to kick us out without proof of any wrong doing. This process has also been repeated by your regional manager, and is not right.
We are paying customers and expect to be reimburse and to have this threat of an eviction removed. I have told management to call me whenever a problem arises, and to have the courtesy to place a courtesy call before coming to our room unannounced, expecting to be allowed in immediately. Such as when they visit or if something is broken. This has yet to happen. Dealing with management has not led to solutions. I have repeatedly told them what numbers to contact me by, and I cannot leave from work everyday, without any warning or preparation. I do not understand this eviction and it has never been explained to me. When speaking to management they have claimed that no one else in the room can be dealt with but me. But when I last spoke to Kevin he refused to comment further on our eviction. Adrian Vasile, the regional manager want us out without just cause and to unjustly ban us for life from all Extended Stay America hotels. This was told to us by the Regional Manager, Adrian Vasile. He refused to cooperate with us and has refused to investigate our side of the matter. The only option he offered us was for us to admit guilt for everything: the alleged water leak and intimidating some of his staff. However, it has been the Area Manager, Erin Vita, the hotel manager, Kevin Clark and the white maintenance man that have been harassing us and have been extremely disrespectful.
To want us out and to refuse to fully explain why we have to leave, and by ignoring our concerns, as well as refusing our payments, violates our rights. I have been forced to speak to clerks at the desk who know little of our situation and have no authority, this is where we stand as of now. This harassment has compromised my work. It is stressful and it cannot continue. We need clarification on this matter from someone, to avoid confusion.
My name is Janella Denney-Mullican. On Tuesday, April 14, 2015 at approximately 8:30 pm I spoke to a nice gentleman by the name of Tony at 1-800-804-3724. I booked a room for three nights for my mother.The confirmation number was #119522889. I explained to Tony that my mother was receiving radiation treatments for her Breast Cancer twice a day and I was hoping to get her check in early on Wednesday so that she could rest after her morning treatment. He informed me to contact the hotel directly and that this shouldn't be a problem. At NO time did Tony EVER tell me that I would need to sign a third party wavier before my mother would be allowed to check into her room.
On Wednesday morning at approximately 9:15 am I spoke to a lady at the front desk and explained the situation surrounding my mother and her cancer treatments. I told her I would like to get my mom checked into a room early so she could rest before her afternoon treatment. The girl informed me the earliest they could check my mom into a room would be 12:00 pm and that they didn't see any problem with this. At NO time did the girl at the front desk EVER tell me that a third party wavier needed to be signed before my mother would be allowed into her room.
At approximately 3:00 pm I received a panic call from my husband. He informed me that my mother had been trying to reach me since 12:00 pm. I was unable to be reach by cell phone because cell service was unavailable in the canyon where my friend and I were taking private lessons.
My husband informed me that the hotel staff wouldn't give my mother her room. I immediately called my mother and she told me that ARIEL refused to give her a room until the third party wavier was signed by me.
Because ARIEL refused to give my mom a room she was unable to rest from her radiation treatment she received in the morning! After talking to my mom I immediately called ARIEL and she verified what my mother had just told me. I immediately asked to speak to the Manager on duty. ARIEL had the NERVE to chuckle as she transferred me to Assistant Manager Lupeline Tagaloa.
Needless to say at this point I was EXTREMELY UPSET over the treatment of my mother!! I explained to Ms. Lupeline that the reservation was made through the 1-800 number and at NO TIME was a third party wavier EVER explained to me and I don't understand why my was not allowed into a room. I thought everything was handled this morning when I talked to her staff at the front desk.
This made absolutely NO sense to me considering my mom was staying for three nights and that the hotel had all my credit card information. I explained to Ms. Lupeline I would try to get down in the evening depending on traffic and living over an hour away. I was going to be down there the next day which was Thursday, April 16 to take my mother over to the hospital for her radiation treatments.
In the meantime I wanted them to immediately get my mom a room so she could rest up for her afternoon treatment. Ms. Lupline told me they would and everything was fine. I figured by her statement to me that everything had been handled!!
At approximately 8:48 pm Wednesday night I received a call at home from ARIEL. She informed me that they would be kicking my mom out of her room at 10:00 pm if the third party wavier wasn't signed!! I explained to ARIEL that her Ms. Lupline told me everything was handled!! Again ARIEL told me I had to 10:00 pm and HUNG UP ON ME!!! I called back three times and as soon as ARIEL knew it was me she HUNG UP AGAIN!!!
Needless to say I was PISSED!!! I got in my car and headed down to the hotel. In the meantime my husband received a call from my mother who was sounded a sleep in her room telling him that ARIEL called her and told her that she needed to be out of the room by 10:00 pm. My mom was distraught and didn't know what to do. She told my husband that earlier that evening she also gave the front desk information from her credit card to hold the room. My husband told her to stay where she was and that I was on my way.
Because of the INHUMANE TREATMENT my mom and I were receiving from this particular establishment I called the Brea Police Department to have them their as witnesses when I entered the front lobby. Officer Phil Rodriguez along with what appeared to be his sergeant walked me into the front lobby.
ARIEL was at the front counter on her BEST behavior. She asked for my credit card. She charged my card for ALL three nights and she NEVER EVER ASKED ME TO SIGN ANY THIRD PARTY WAVIER!! I asked for her manager's business card and then asked for her last name. Needless to say she REFUSED to give me her last name. A Police Incident report was taken. The Incident Report number is #B15105105.
On Thursday, April 16 I arrived to pick up my mom to take her for her cancer treatments. My mom and I walked into the lobby to speak to the manager Ms. Lupeline Tagaloa. NEEDLESS to say she wouldn't give me or my mother the time of day!!
At this point I had my belly full of ALL this nonsense!! I informed the manager I will be removing my mom from this hotel after we get back from her afternoon treatment. I also told her I want my credit card credited back for the Thursday night booking.
When I got my mom to her appointment my husband told me to call the manager one last time and see if she was aware of what ARIEL had done the night before. NEEDLESS to say when I got a hold of the manager she HUNG UP ON ME!!!
I was at my breaking point and decided to call another Extended Stay America in Anaheim Hills. I spoke to a very nice and professional gentleman by the name of Oscar. I told him about the situation and he explained to me that this is NOT the way Extended Stay America's operate.
When my mom was done with her treatment we returned back to the hotel to retrieve her belongings. When she inputted her room key I was besides myself. The room key DIDN'T WORK!! So we headed back to the front lobby to get my mom a new room key.
We gathered her belongings and went to the front lobby one last time to retrieve my bill. NOT ONLY DID THE MANAGER CHARGE MY MOM FOR THE THURSDAY STAY, SHE ALSO ADDED A LATE FEE FOR NOT BEING OUT AT THE STANDARD CHECK-OUT TIME!!
I informed the girl at the front counter that I would be disputing these charges. I then searched the internet for another hotel in the area. I ended up booking my mom at the Quality Inn and Suites. I explained my mother's situation to the manager and they treated my mom like a QUEEN!! They even ALLOWED her to stay pass her check-out time so she could rest from her treatments!! On top of ALL this they even brought my PRECIOUS mom a rosary!! The manager and his wife showed KINDNESS AND EVEN COMPASSION!!!
Because of my job experience as a Biometric Forensic Technique Trainer I was very fortunate to travel the world. Needless to say I stayed in ALL types of hotels throughout the world!! I HAVE NEVER EVER IN ANY OF MY TRAVELS COME ACROSS INDIVIDUALS AS INHUMANE AS I EXPERIENCED THIS PAST WEEK!!
I also e-mailed the CUSTOMER SERVICE MANAGER MS. A. FIMOWICZ at Corporate Headquarter on 4/22/15 along with CEO DONALD STUMP on 4/27/15.
NEEDLESS TO SAY I HAVEN'T RECEIVED A PHONE CALL OR EVEN AN ACKNOWLEDGMENT FROM THESE TWO INDIVIDUALS!! WHAT TYPE OF OPERATION IS EXTENDED STAY AMERICA REALLY RUNNING?????
Made online reservation. Reservation said confirmed but did not give confirmation number. Went to Hotel they said we did not have reservations and they were over booked. Had to look for 2 hours for another hotel. Charged over $200 because we were a walk in. The next morning we received a emailat 4:56 AM with our confirmation number. It stated we were going to be charged if we didnt cancel for the night before. We called the hotel and they said thats the way they worked. So they basically over book and take you money. I guess it helps your bottomline, but I think its illegal.Called the Extended stay 1-800 number and never could talk toanyone youare on hold for 1 hour then it automatically hangs up. Called the Corporate Office ESA Management in Charlotte NC and I was put on hold and never got to talk to anyone.
I noticed their stock (STA)is taking some dramtic hits in the past few weeks. This type of activity is frequently a sign of a failing compnay trying to milk properties before going out of business.
Long story short investors and consumers beware.
Cindy Caldwell manager at ESA Farmington Hills would lock me out continuously even when I had credits. She also would blame me for all of the messes around her hotel. It desperately is in need of an upgrade. The carpets are all stained and mold smell through out due to water leaks. Cindy also yells continuously and tries to enter the room w/o permission,
I stayed at Extended stay for 9 days, was supposed to be for an entire month while my home was being renovated. I chose the place because they accepted my dog and cat- but with a 300 fee, 150 for each. 1st night, i checked into a drity room, the trash was full of cigarettes, beer bottles, and shredded papers from a shredder. The carpeting was soiled and black in several spots. I accepted that to not traumatize my pets who had been in the car for an hour. Next day, i paid a weekly rate, asked them to have the room cleaned- they never did. Next day did my grocery shopping, and I let a few days go by to get the pets comfortable. In between, the disgusting dirty 2 plates, 2 forks etc. and 2 spoons. I went to the front desk to deliver a spoon that was all balck and burned on the bottom, FROM DRUG USE, either used to cook crack cocaine or heroin. This was delivered to the front desk to let them know , this is serious..
As the story goes, they were doing renovating there. I was exposed the st night at 10 PM a man knocking on my door asking me for a cigarette. Tatoos on his arms neck, everywhere. I was polite and obliged, not because i wanted to, but because I realized " I'm being watched by the men around there" A few days into, thier maintenence guy knocks at my door with a work order for my phone and internet, saying they got a call its not workinig, FOUR TIMES I had to tell him I DID NOT CALL. My net and phone works fne, who is calling you about my room number, as the 4th time i was hollering because he was ignoring what I said , inviting himself to walk into my bedroom and start to open my closet door. End result, the office did NEVER give me an answer as to who was calling them regarding my room number- NO ANSWER.
Next- My car, because of the work being doen the walkways up and down being cleaned for painting, my car was twice with dirt grim and anything else being washed off the building and floors outside. Next, I had to walk my dog twice a day-- the first few nights, I walked him over to a supposed picnic table area with a grill by a man made lake. There, I was offered over a few days, DRUGS.people drinking, openly smoking marajuana, and 90% blue collar workers staying there - and massive drug use going on.I then decided to walk my dog elsewhere on thier property to avoid that. Increasinly, as a woman, I was approached 4 5 6 times by different men - a few were to ask me if I SMOKE- they meant marajuana-- MY ANSWER " I DO NOT USE DRUGS" Now again, I went to office asking, please have them clean my room, they need to vaccum and clean the floors.. I was told ok, BUT never that day was my room cleaned-- then again, i went to office told them have them clean my room again , they said ok- THEY NEVER DID. Well now Im getitng really furious, I asked again another day-- STILL THEY DID NOT CLEAN MY ROOM. At that point socks Id wear inside were BLACK on the bottm, just disgusting.
Lastly- last day I was there , VERY ANGRY that I was being subjected to what I was, a filthy room, drug use all over the place, myseterious calls about my room supposedly requesting assistance with a front desk that just never told me why, with a total disregard to clean my room- then, the renovation contiues. I dealt with it all that week- NEXT, 2 levels to this place, a man form the upper level tells me theyre moving him from his room for a couple days because they'll be painting the floors outside the doors . I thought to myself, they did not say anything to me about that. WELL, they did paint the outside floors with a ploy of very very serious fumes. That afternoon I could smell it so strong. I went outside , and it was so bad i went about 50 feet from the building to get away from it. I started to feel like i was lathargic and could sleep standing up, light headed, then a very bizaar type headache came on and my throat became completely raw and sore. A neighbor resident was also standing away form the building, saying he could not handle those fumes. It got worse, after a few hours of it it seeped its way into the room, at ths point, I then shut off the fans and ac, because it was making it worse, got my dog out- THEN I WAS DONE. I was sick, light headed wondering why I was pyaing them to be exposed to toxic fumes. I told them i am done with your heroin spoons, your pollutig me, the drug use around here, the strange men at my door in the middle of the night, the total disregard to clean my room, and the bizaar unknown calls regarding my room. I told them I WANT MY 300 PET FEE BACK, so I can leave and go elsewhere, that they have exposed me and my pet to toxic fumes, and it was now IMPOSSIBLE for me to stay there. Problem, I had already ALL DAY been exposed to those fumes- end result- they said they will not refund my pet fee, and i checked out.WHY? at that point poly toxic fumes can actually KILL a peron or animal. I had to leave for my own safety and the safety of my pets- of which never should I or my pets been exposed to toxic checmicals in that manor..
it goes on and on, and I will be filing formal complaints with thier company, contactin my bank to fight the 300 pet fee, and informing the police of whats transpiring there.I AM A LOCAL RESIDENT here where this place Extended Stay America, subjected me to this.