As I was booking my stay, I contacted Extended Stay to confirm if they provided complimentary “Grab and Go” breakfast and kitchenware. Upon check-in, I noticed a sign indicating the cost of cookware and plates etc. Despite my fatigue from a long travel day, I proceeded with check-in.
Upon entering my room, I found a full trash can, unpleasant odors, and empty water bottles. My bed also had a stain and the refrigerator had rust spots all over it. I contacted Hotels.com to express my concerns and requested a refund for the days I won’t be staying.
As I attempted to “wind down” from a long day, I turned on the TV but encountered a signal issue. It said, “No Signal” and I could not get it to work.
The final problem was discovering spots of feces in the toilet.
To say this experience was troubling is an understatement. I have taken photos of all of these issues (trash can, tv that did not work, the unclean toilet and even a refrigerator that was not clean and had rust spots all over it).
As a business owner, it is natural for me to have to make important decisions based on what’s right, wrong and fair. In this case, the fair and right thing to do is to refund me for the 3 nights I did not stay (January 15-January 18).
If a refund is not provided, I will escalate this to the Florida Attorney General's Office (Consumer Protection Division), local Better Business Bureau (BBB), and if necessary, file a complaint with the state's Division of Hotels and Restaurants (DHR).