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The fridge was broken and we had to buy ice for the cooler, no ice machine on sit. No Kleenex type product in room. No remote for the TV and the manual controls hardly worked. Asked for a receipt when we left and was told we would get an email still no email. It was quit and clean but no real service and lots of complaining customers in the lobby when we went to ask for help. We just kind of gave up the guy behind the desk looked overwhelmed.
The room itself was great and the staff very helpful. My only issue is that we had to pay a deposit when we got there and that was not in the information when booking the room initially. It really put a strain on our trip and worried us if we could get back home safely.
But they put it back on there quickly so I will give them that. But they need to be upfront about the deposit you have to pay.
The room looked like someone had already been staying in it. There was no soap. When i asked for a fresh towel i was told inly on housekeeping days can i have a new one. I checked out the hotel the next morning at 5am and was still charged for both days
Fighting to get my $100 back as we speak
Jamesia
Stayed 2 nights in Apr 2024
8/10 Good
Kayla
Travelled with family and small children
6 Apr 2024
Liked: Property conditions & facilities
Stay was great! Very polite staff! Laundry room vending Betsy nice options!
The lady that check me end gave me a room with no working equipment had checked in with three days of items. Had to pack everything up to move to another room my vacation I had to work move from room to room. The staff that assist me with the move to another room was nice and professional unlike the lady who check me in
This was the worse hotel I have ever stayed in while visiting Chicago. The staff was very welcoming but when we got our cards the lady told me: we had to empty our own garbag & no one will be there to clean our room during our stay. The room smelled used and abandoned and on our second night the tenants were fighting outside of our room around 1am until 4am. No one stopped them or called the police. They were on our room door fighting it was unbelievable. If they gave me a room for free I wouldn’t stay there.
Thank you for taking the time to share your experience Justine. Our entire team celebrates when we receive a perfect review! Please allow us the honor of serving you again soon. Sincerely,
10/10 Excellent
Lakena
19 Feb 2024
Lakena
Stayed 1 night in Feb 2024
Response from General Manager on 21 Feb 2024
Thank you for taking the time to share your experience Lakena. Our entire team celebrates when we receive a perfect 10 review! Please allow us the honor of serving you again soon. Sincerely,
8/10 Good
Amy
Travelled with family
12 Feb 2024
Amy
Stayed 4 nights in Feb 2024
Response from General Manager on 21 Feb 2024
Thank you for taking the time to share your experience Amy. Our entire team celebrates when we receive a perfect review! Please allow us the honor of serving you again soon. Sincerely,
Dear Shreekesh I apologize for the inconvenience. we hope we will your stay better next time. Our guest's support is really appreciated to help and make their stay awesome.
Thank you for taking the time to share your experience Shreekesh. we apologize that you didn't have a good experience. It is never our intention to mislead therefore, we apologize for any miscommunication We aim to ensure all our guests can enjoy our complimentary amenities, and We hope you will revisit it when you return to the area. Please allow us the honor of serving you again soon. Sincerely,
10/10 Excellent
albert
Travelled with family
28 Jan 2024
Liked: Cleanliness, staff & service, amenities
I like it
albert
Stayed 1 night in Jan 2024
Response from Manager on 6 Feb 2024
Dear Albery,Thank you for your business and we really appreciate your reviews. Your feedback acts as an encouragement for our team. Customer satisfaction is our top priority and we strive to our best to work with our guest as per their expectations to give them a perfect stay. Thank you again and we look forward to see you again in future. Thanks
8/10 Good
Michael
8 Jan 2024
Liked: Amenities
Good
Michael
Stayed 1 night in Jan 2024
Response from Manager on 6 Feb 2024
Dear Michael,Thank you for your business and we really appreciate your reviews. Your feedback acts as an encouragement for our team. Customer satisfaction is our top priority and we strive to our best to work with our guest as per their expectations to give them a perfect stay. Thank you again and we look forward to see you again in future. Thanks
Dear Edward is a pleasure to receive your feedback regarding your stay. Thank you for taking time to help us improve. We sincerely apologize for not meeting the standards and apologize from behalf of our stuff .Our team is taking the necessary steps to prevent these problems from happening in the future. It is always a pleasure to hear from you and we are always happy to make improvements to our services based on your feedback. Please accept our sincere thanks for bringing this to our attention.
It’s was very okay and chilled back but the desk service was not good at all i had to wait at least 30 to 45 minutes befor i got into my room not fair at all other then that it was very nice and another thing me and my guest thought that free breakfast came with the room i thought that what it said before i booked online
Chiquita
Stayed 1 night in Dec 2023
Response from Manager on 6 Feb 2024
Dear Chiquita is a pleasure to receive your feedback regarding your stay. Thank you for taking time to help us improve. We sincerely apologize for not meeting the standards we set and expect. Our team is taking the necessary steps to prevent these problems from happening in the future. It is always a pleasure to hear from you and we are always happy to make improvements to our services based on your feedback. Please accept our sincere thanks for bringing this to our attention.
4/10 Poor
John
Travelled with family
19 Dec 2023
Liked: Cleanliness
Not for to be extended stay. No pans plates etc. No breakfast despite promise on profile. Only one fresh towel whatever long the stay. Disappointing
John
Stayed 4 nights in Dec 2023
Response from Manager on 6 Feb 2024
Dear John I apologize for the inconvenience due to the situation. We take such complaint very seriously. We are in middle of the conversion to Mainstay suites hotel hope you understand. Our guest's support is really appreciated to help and make their stay awesome.
Dear albert, Thank you for staying with us and for sharing your review. Our goal is to provide an exceptional experience for our guests, and we’re glad you loved the convenience of having a kitchenette in your suite. On behalf of all of us at Extended Stay America, the pleasure was ours, and we look forward to welcoming you back!Sincerely,Hotel Management
The location was good and close to appointments that I had.
Priscilla
Stayed 8 nights in Sep 2023
Response from Hotel Management on 13 Oct 2023
Dear Priscilla, Thank you for staying with us and posting your review. We are pleased that our location was convenient for your needs. However, we apologize for any concerns that may have kept you from having an outstanding stay. We appreciate our guest's valuable feedback as we continually strive to grow and improve our guest services. We hope to provide you with a better impression the next time.Sincerely,Hotel Management
Rooms weren’t as clean as they could have been.. Ran out of tissue within the first 10mins of being there. When asked for housekeeping to replace toilet paper no one ever showed
Justin
Stayed 7 nights in Sep 2023
Response from Hotel Management on 27 Sept 2023
Dear Justin, Thank you for taking the time to share your feedback with us. Our primary mission is to provide guests with comfortable accommodations and excellent service by a warm, responsive team. We regret that your experience did not reflect this commitment. Your comments have been shared with our team members, and we are committed to taking action to prevent a recurrence. We hope to welcome you back, as we are dedicated to delivering the flawless visit you deserve on your next stay.Sincerely,Hotel Management
Dear Jose, Thank you for sharing your experience on your recent visit to our hotel. We are sorry about the inconvenience caused to you and certainly understand the frustrations of not meeting your expectations. Our dedicated team works hard to keep the room updated and checked thoroughly before delivering it to the guest, but we will discuss this with them to review any missing spots and make improvements. Our expert team is already at work to ensure the seamless delivery of the best hotel experience. Please return; we will surely provide you with the outstanding stay you deserve.Sincerely,Hotel Management
I never in my life had to pay for towels or housekeeping. No coffee pot or any other amenities.
Brenda
Stayed 7 nights in Aug 2023
Response from Hotel Management on 2 Sept 2023
Dear Brenda, Thank you for your recent review of your stay. We apologize for not meeting your expectations regarding your recent stay at our hotel. Since we are an extended stay property, we provide housekeeping services to guests who stay eight or more nights; however, these services are always available upon request for an additional fee. We also offer a complimentary linen exchange service at the front desk. In response to your feedback, we will ensure our front desk staff communicates our services and amenities during arrival and provides each guest with the professional customer service they deserve. We hope you will revisit us whenever you are in the area.Sincerely,Hotel Management
We did not stay at this hotel. The first room we were given had a strong smell of urine that turned our stomach. The next room was musty and stale. We walked out within 7 mins of checking in and went to the Four Points. Complete waste of money and the worst hotel I have ever visited. I will never recommend or book another stay here.
Chris
Stayed 1 night in Aug 2023
Response from Hotel Management on 12 Aug 2023
Dear Chris, Thank you for reviewing our hotel. We know a fresh, clean hotel sets the tone for a wonderful stay, and we regret this was not your experience. Our hotel is committed to ensuring cleanliness for all our guests, and we are concerned that this did not occur. We hope this isolated incident will not deter you from returning to enjoy a great stay with us next time. Thank you again for your feedback.Sincerely,Hotel Management
Last minute, late night place to crash. Long, frustrating process to check in late thought the one guy working was doing his best to get me taken care of. Room was adequate for a one night crash but definitely needs some remodeling.
kevin
Response from Hotel Management on 1 Aug 2023
Dear Kevin, Thank you for choosing our hotel and for taking the time to provide your feedback. We are glad you loved most aspects of the hotel and that, overall, you had a pleasant stay. However, it is disappointing to learn of the issues you experienced during check-in. We regret that you felt our room needed updating. We are grateful for the feedback, and we will share these notes with the appropriate individuals for future modernization plans for our hotel. It was our pleasure accommodating you, and we hope you will give us another opportunity to provide you with the hospitality you deserve.Sincerely,Hotel Management
In the new age of limited service and "extras", this was even less than expected. I would avoid staying here.
Chad
Stayed 1 night in Jul 2023
Response from Hotel Management on 19 Jul 2023
Dear Chad, Thank you so much for taking the time to post a review of our hotel. We are disappointed that we did not meet your expectations. Our prime location and excellent accommodations make us a popular choice, but we regret that this was not your case. We appreciate your return and ensure a better stay.Sincerely,Hotel Management