Extended Stay Deluxe - Standard amenities missing; lack of concern by staff

Jackson, Mississippi 0 comments

Re: Extended Stay Deluxe Jackson – East Beasley Road, Jackson, MSCheck in 2/13/2013; check out 2/20/2013My wife and I arrived approx.9:30 pm and the check in went smoothly.

Once we finished our check in we were told by desk clerk (young lady) to inform the front desk if we needed anything. Once we entered the room and checked this is what we discovered:*Room had one set of towels: one face cloth, one hand towel, one bath towel*3 spoons, 3 knives, 1 can opener, 1 mixing spoon*no pots, no pans*no coffee maker*no hangers*no iron*commode would not flush*light in bathroom was useless/outI called front desk to request these items (some of which I foolishly supposed would already be in room since it was booked for 2). The following is the result of my request.*The young lady who checked us in told me that the hotel did not provide a coffee maker. The hotel provided coffee 24/7.

According to the information on the web site and TWO brochures in room the room was supposed to have a fully furnished kitchen including a coffee maker.* The facility provided no hangers; guests were expected to provide their own. She said she would check to see if there were any available – no extra hangers could not be found.* We were provided with three cooking utensils – two small sauce pans and a fry pan with a broken handle.* That the facility did not provide irons – there was a laundry facility on site.* We were told that maintenance would not be in until 8:00 am the next day to check on commode/light. However we were provide with an additional set of face cloth, towel and hand towel and several forks and spoons half of which were so soiled and filthy that I would not have used it to feed my pet pig, if I had one.The next morning after checking the brochures and the facilities web site, I contacted the front desk again and asked to speak to the manager, Justin Baily. I pointed out the discrepancies in the brochure/web site to what the night clerk told us.

He apologized and said that the night clerk was new (Some how, to me, it doesn’t justify lying just because you are new!) and that the facility did provide coffee makers, hangers and irons to guests. He provided us with a broken coffee maker, seven hangers and an iron that had been so gummed up that it was useless and would have ruined anything that it touched (Wow, what service!). Mr. Baily told me that maintenance would be into replace the bathroom lights and check on the commode.

Maintenance showed up about 8:30 and replaced the lights and checked on commode and told us that it was still flushing slowly and had to be flushed several times with each use but that was all he could do.Further on our first day:Both key cards quit working and had to be rekeyed.This happened once more on the fourth day.This happened to happen when the office was open. The lobby area is closed after certain hours at night - I don’t dare think what we would have had to do if we had come in after the lobby doors were closed!! Guess we would have to wait in our vehicle till the morning crew arrived to rekey our cards.Last evening:We arrived at approximately 3:30 pm to stopped up commode. I informed the front desk (oh my, the same clerk as before).

I was told that maintenance had gone home and that they would be there the next morning to look into the problem. I told the clerk that we would be checking out at about 2:00 am to catch out flight home and of urgency of matter – we unable to use commode as it would not flush at all and unless the tank top was removed and the water flow stopped manually it would overflow!! The front desk clerk (same as night clerk previously) said she would try to contact maintenance and inform manager. This is a large facility that should have maintenance personnel available either in house or on call 24/7!!

We left hotel and returned 3 hours later to same condition as left. I went to front desk and told (same) clerk I wanted situation fixed immediately. Her reply – Maintenance is gone for the day but they would be there tomorrow morning at 8:00. She did say that she had informed the manager I informed the clerk that this was our last night and would be leaving the hotel at 2:00 am for our flight.

I told her this was unacceptable. The clerk refused to assist. I asked to speak to Mr. Baily the Manager.

Mr. Baily was aware of problem with commode but had done NOTHING to alleviate the problem. Same attitude as though-out stay. He further thought that I was being unreasonable and suggested that we use the bathroom in HOTEL LOBBY!!!

Mr. Baily refused to refund any of cost of room saying it was booked thought Priceline. But he did offer a DISCOUNT TO BE USED AT ANY OF THE Companies properties- how nice of him!! I asked Manager if there was a plunger in facility and I WOULD DO HIS JOB -UNSTOP THE COMMODE.

Manager finally provided plunger with no apology, no offer. Of additional note the website promotes the facility along with having an in-room coffee maker as having separate living and sleeping areas – not true and also having a DVD played in room. All aspects that we used to decide upon choosing this facility.Below is an excerpt from Extended Stay site. The underlining is site provided the bold is my addition.

Not stated but I would think would reasonably be assumed in the amenities is a bathroom in which everything works as it is supposed to:From web site:Extended Stay DeluxeExtended Stay Deluxe is designed for travelers who want larger, more upscale accommodations and upgraded amenities, including• Fully-equipped kitchens• Free in-room Wi-Fi • On-premise laundry facilities• Unlimited local phone use and personalized voicemail• Premium cable television with movie channels• Pillow-top mattresses• DVD players• MP3-ready alarm clocks• Print-Me ® - Remote network printing• Deluxe Mornings ™ - Gourmet coffee bar• Deluxe Essentials ™ - Complimentary bath essentials• Fitness centers and pools*• Iron and full-sized ironing board• Weekly housekeeping and optional Daily Refresh service• Pet-friendly roomshttp://www.extendedstayhotels.com/suites/hote stated the TWO brochures stated that a fully equipped kitchen included a coffee maker. The iron provide was totally useless. Additionally, there was no DVD player in the room. The Wi-Fi was soooooo slow that it was practically useless.

We had NO ALARM CLOCK in room much less an MPC3-ready alarm clock. My wife and I travel quite a bit and I normally take any negative or vague comments with a large grain of salt. Most comments do not have enough facts for one to weigh in deciding on a hotel/facility. Hopefully this has provided more useful information to others.To bill itself as an “Extended Stay” type of property this property doesn’t even begin to enter into the field.

The staff are unconcerned, unhelpful, disinterested.Footnote: This letter was sent to the regional manager of the facility. He apologized and gave reasoning (why do they always do that; the fact is it happened!) for the problems associated with our stay and offered vouchers.

I haven't decided to accept the vouchers due to the total frustration of the above stay.Why would I want to torture myself more?!

Review about: Hotel Accommodation.

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