Complaint Review: Extended Stay America Hotel - Indianapolis Indiana

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.