All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Worst vacation ever, multiple things broken, horrid smell, zero help from staff. The fully stocked kitchenette had no stock. They said we would have to go buy all our dishes and pots and pans to use the kitchen even though the website advertises that it is fully stocked.
Michael
Stayed 3 nights in Apr 2024
Response from Hotel Management on 5 May 2024
Dear Michael, We are deeply sorry to hear about your disappointing experience during your recent stay. Your comfort and satisfaction are our utmost priorities, and we regret that we fell short of meeting your expectations. We apologize for any inconvenience caused by the broken amenities and the unpleasant smell in your room. Regarding the fully stocked kitchenette, we understand your frustration and apologize for the discrepancy between our advertisement and the actual inventory. Your feedback is invaluable, and we will address these issues with our team to ensure improvements are made. We are committed to providing a better experience for our guests in the future. We hope you will consider giving us another chance to provide you with a more enjoyable stay. Thank you for bringing these matters to our attention.Sincerely,Hotel Management
Dear Fred, We are genuinely sorry to hear about your disappointing experience during your stay. Providing a comfortable and pleasant environment for our guests is our priority, and we regret that we fell short of meeting your expectations. Your feedback is important to us, and we would appreciate any specific details you can provide about your concerns so we can address them promptly. We are committed to improving our services and ensuring a better experience for all our guests. We sincerely apologize for any inconvenience caused and hope you will consider giving us another chance to provide you with a more enjoyable stay in the future. Thank you for bringing this matter to our attention.Sincerely,Hotel Management
8/10 Good
Javier
20 Apr 2024
Javier
Stayed 1 night in Apr 2024
6/10 Okay
Alan
17 Apr 2024
Disliked: Property conditions & facilities
My first night stay was ok, second night I had to leave at midnight because of the noise of children riding toys in the room above ….
Alan
Stayed 2 nights in Apr 2024
Response from Hotel Management on 18 Apr 2024
Dear Alan, We apologize for the disruption caused by the noise from the children in the room above during your second-night stay. Your comfort and peace during your stay are important to us, and we regret any inconvenience this may have caused. Please know that we take noise disturbances seriously and strive to ensure a peaceful environment for all our guests. We will address this issue with our team to prevent similar occurrences. Your feedback is appreciated as it helps us improve our services. We hope to welcome you back for a more enjoyable stay in the future.Sincerely,Hotel Management
Dear Maikaila, We are happy you chose Extended Stay America for your recent visit to Roanoke. Our highest priority is ensuring you have an exceptional stay in all areas of our hotel, and we are glad we could make that happen for you. Thank you for taking time out of your day to recognize our efforts, and we hope you will revisit the next time your travel brings you to our area.Sincerely,Hotel Management
The good: Hot shower, clean bed sheets, gentleman in office polite.
The bad: property filthy, trash bags in front of rooms for days, trash and cigarette butts everywhere, mold on shower curtain, toilet not clean, hair in shower, things left in room under the bed.
Richard
Stayed 2 nights in Mar 2024
Response from Hotel Management on 31 Mar 2024
Dear Richard, We sincerely appreciate your feedback regarding your recent stay. We are glad to know about the positive aspects of your stay, such as the hot showers, clean bed sheets, and polite office staff. However, we are genuinely sorry for the cleanliness issues you encountered during your stay, as this falls below our standards of excellence. Please rest assured that we take your comments seriously and will address these concerns with our team to ensure immediate improvements. Our commitment to providing guests with a clean and comfortable environment remains unwavering. Despite your challenges, we hope you consider giving us another chance to provide you with a much-improved experience in the future. Thank you for bringing these matters to our attention.Sincerely,Hotel Management
This property is the worst place we have ever stayed. The room had not been cleaned prior to our check-in. The property is in need of a major renovation. The microwave & the cooking elements on the stove are old & very worn. Counter top is very old & worn. Some of the electrical outlets did not work. The bath tub drain backed up when we showered (~2-3 inches of standing water) & took a long time to drain out. The Cable TV was not working. We were told by other guests that there had been a storm that knocked out the cable & the management had been telling them for the last 4 days that it was being repaired. The TV was back in working order on the 2nd night of our stay. We needed to check out on Sunday just after 7am. When we got to the office door, there was a typed paper sign taped to the door saying that checkout was now 9am, even though there was a permanent sign beside the office door saying that check-out was 7am. We had to put our room key cards through the mail slot in the door. We booked this property to attend our granddaughter's volleyball tournament. The hotel that her team was staying in was totally booked & this property was just around the corner from their hotel. The difference in the 2 properties is unbelievable. We will never stay in another Extended Stay America again.
Filomena
Stayed 2 nights in Mar 2024
Response from Hotel Management on 20 Mar 2024
Dear Filomena, We sincerely apologize for the disappointment and inconvenience you experienced during your recent stay with us. We greatly appreciate your comments about aspects of your suite that need updating. We appreciate your patience and understanding regarding the cable TV outage and the unexpected change in checkout time. Please know that we take your feedback seriously and will address the maintenance and cleanliness concerns you raised to ensure a better experience for future guests. While we regret not meeting your expectations, we assure you that we will address your concerns to enhance our guest's experience. Your comments will help us improve, and we invite you to reconsider staying with us in the future to experience the improvements we will make.Sincerely,Hotel Management
8/10 Good
Jeff, Charlotte
2 Mar 2024
Liked: Cleanliness, staff & service
The one staff member I dealt with the whole time was excellent at their job and had a great attitude the property itself in the area it's around is kind of awful.
Jeff
Stayed 2 nights in Feb 2024
Response from Hotel Management on 2 Mar 2024
Dear Jeff, Thank you for selecting Extended Stay America in the city. Reading about your experience during your stay with us brings us joy. We aim to meet and exceed our guests' expectations and are happy this was your case. We appreciate your remarks about the staff and they are shared as an encouragement to the entire team. However, we are sorry for the concerns and that our location was not as per your need. Please revisit us for another feel-like a home away from home stay.Sincerely,Hotel Management
10/10 Excellent
Cristhofer
20 Feb 2024
Cristhofer
Stayed 2 nights in Feb 2024
4/10 Poor
DIANE
11 Feb 2024
Disliked: Cleanliness, staff & service
Place was hard to find. The property was greatly in need of renovation. The rug in my room was tremendously stained. The manager had only certain hours so I could not get pots or coffee utensils which was why I chose this chain.
DIANE
Stayed 1 night in Feb 2024
Response from Hotel Management on 11 Feb 2024
Dear DIANE, Thank you for taking the time to leave your valuable feedback for us. We apologize for not meeting all of your expectations with some aspects of your visit. Our standards are high, not only in service but also in maintaining the overall look and feel of our hotel, and we will gladly share your feedback with the appropriate individuals as we plan for the future. We hope you will consider us again in the area next time.Sincerely,Hotel Management
Nasty hotel. They gave my reservation away, then offered me an unacceptable dirty room that didn’t meet my needs and smelled like an ash tray.
Refused to work with me and would not give me a refund.
Jonathan
Response from Hotel Management on 31 Aug 2023
Dear Jonathan, Thank you for taking the time to share your review with us. We genuinely apologize for your disappointment with the service and the cleanliness that compromised your stay. We aim to provide the best service, clean suite, and healthy environment for a homelike stay. So, we are sorry this was not what you experienced. We appreciate you bringing this to our attention; we will look into the matter and ensure similar issues are not repeated. In the meantime, please reach out to us directly if you need further assistance. We are wholly committed to regaining your trust and confidence, and we hope you give us another opportunity.Sincerely,Hotel Management
Dear Rohit, Thank you for selecting Extended Stay America. We are happy to read about your experience while staying with us. We work hard to deliver an outstanding experience for our guests, and your compliments for our associates for their amazing work are shared with them. We look forward to hosting you again on your next visit to the city.Sincerely,Hotel Management
It was ok for a good nights sleep. I would recommend this facility. Stayed there coming and going on my trip
thurmond
Stayed 1 night in May 2023
Response from Hotel Management on 2 Jun 2023
Dear thurmond, Thank you for staying at Extended Stay America. Our highest priority is making sure you have an exceptional stay in all areas of our hotel, and we are glad we could make that happen for you. Thank you for taking time out of your day to recognize our efforts. We hope to welcome you again soon.Sincerely Hotel Management
Wouldn't stay here again furniture is in bad shape. The beds are comfortable.
Marilyn
Stayed 1 night in Apr 2023
Response from Hotel Management on 17 Apr 2023
Dear Marilyn, Thank you for choosing our hotel on your recent visit to the area. We are disappointed to read that we did not meet your expectations and your stay was anything other than exceptional. Your feedback is essential for improvement and is shared with the management team to know the guest's view about the furniture provided. On the contrary, it is great to know you were pleased with the comforts of the bed and must have had a good night's sleep. Please give us another chance to show you our commitment to delivering excellent service and accommodations.Sincerely,Hotel Management
The tub was dirty, there were bed bugs in the bed, nasty carpet as well
Malik
Stayed 1 night in Apr 2023
Response from Hotel Management on 17 Apr 2023
Dear Malik, Thank you for being our guest at our hotel. We are sorry to read about your experience. We follow the most rigorous industry standards regarding the cleanliness and pest control of our rooms, but the room you occupied will be professionally inspected and treated as a precaution. Our housekeeping and pest control team is already at work. Thank you again for bringing this to our attention, and we hope to welcome you back soon.Sincerely,Hotel Management
Dear Yanita, Thank you for selecting Extended Stay America and sharing your review with fellow travelers. It's so nice to know you find everything about us satisfying. Our team works hard to provide high exceptional services and make our guests have the best time with us, so we will share your compliments with the team to let them know their efforts are recognized. Once again, thanks for your excellent rating, and we look forward to welcoming you back soon.Sincerely,Hotel Management
Dear Jime, It is a pleasure having you as our guest at Extended Stay America, and we want to thank you for sharing your review with other travelers. It's great that you enjoyed your stay and that our property and service met all your expectations! We look forward to sharing your positive feedback with our team. Please revisit the next time you are in the area. Sincerely,Hotel Management
Dear Breon, Please accept our gratitude for posting such excellent feedback about your stay at Extended Stay America. Our highest priority is ensuring you have an exceptional stay in all areas of our hotel, and we are glad we could make that happen for you. Thank you for taking time out of your day to recognize our efforts. We hope to welcome you again soon.Sincerely,Hotel Management
Dear Kelly, Thank you for choosing Extended Stay America. We are pleased to know how much you liked your guest room. We want your stay with us to feel at home and be as comfortable as possible. Thank you for your kind review, and we hope to welcome you back soon.Sincerely,Hotel Management
Dear Idris, Thank you for choosing Extended Stay America. We are dedicated to providing a comfortable and pleasing atmosphere for all of our guests; therefore, we love that you had a wonderful experience. It was our pleasure hosting you, and we look forward to another opportunity to make your next visit a great one.Sincerely,Hotel Management