Complaint Review: HVM L.L.C.

Extended Stay America, Customer Service Department

I have recently been a paying guest at your facility at 1 Womack Drive in Annapolis, Maryland – September 12^th-October 3^rd, 2014.

The stay has been interesting, to say the least.

The performance of your front desk staff has been very unusual; they seem to want to HIDE from their guests, sitting so they cannot be seen while they while away the hours on a computer monitor. They also hide in there despite the nightly drunken arguments, fights and PCP freak-outs in the parking lot.

The performance of your “cleaning” staff has also been very unusual; though I have seen them sit watching TV for many hours, I rarely see any evidence of them cleaning any of the common areas or grounds. As a matter of fact, I and several of the other guests, to reduce the clutter and filth in the coffee area and lobby, have had to take it upon ourselves to clean up the sugar spills, coffee detritus, etc. either with our own materials or cleaning materials borrowed from the cleaning cart.

The laundry room is usually a mess, soap power on the floor, lint from the lint filters on the floor, various bags and trash strewn about.

Since there is no other place to put wet/dirty towels, they are usually stacked in the hallway.

Let me note that MY room has been acceptable, however. I am amazed at the apparent number of people living in the room upstairs of mine, but I am a sound sleeper.

If you expect to have any success in the hospitality industry, I would believe you should start paying attention to these matters.

If you expect me to stay at an Extended Stay facility in the future, I would recommend contacting me to discuss these concerns.

I will be leaving this area for California for several weeks, but was planning to stay at a BWI area Extended Stay America for October 17^th to November 6^th.

P.S.  Since I wrote this letter this morning, I went out, came back to find my keycard would not work on the door. Nobody was at the desk, of course, so I called the 800 “customer service” number.

Eventually, the front desk clerk showed up after 15 or 20 minutes, explaining that she was on a webinar, and couldn’t come to the desk. She re-activated my key.

Currently, I am still on the Extended Stay America 800 number, waiting to lodge my complaint/plea for help. It has been around 40 minutes.

PPS: Gave up on phone, posting on Yelp, Facebook, TripAdvisor, etc. At least when the wi fi works … somebody must have called somebody – I heard the vacuum running, albeit briefly. They were vacuuming the hallway! Yay!

PPPS: Still no word, 4 hours later. When I was working, my nickname was, “the fireman”. They’d come to me when things were FUBAR and I would go in and clean house … they need somebody to clean house, figuratively and literally!

PPPPS: Still no response from Extended Stay America “Customer Service” I especially like how when you are on hold, they keep prompting you to switch to booking a stay – “Your money is important to us, please stay on the line …”