I want to file a complaint about my stay at Extended Stay America Suites – Washington D.C. – Rockville. Several problems severely degraded our experience. At arrival, although the reservation was confirmed and paid, I couldn’t access my room right away. The booking was made by my partner in my name and I didn’t have the proof of payment with me, so I had to wait about two hours for my partner to give me the confirmation. Once I had the proof, the hotel accepted the reservation and finally let me into the room. The room was not clean upon arrival: the floor was dirty and sticky. No cleaning supplies were provided for us to clean the room ourselves. The kitchen was advertised as equipped, but when I went to the front desk to ask for utensils, the staff only gave me two plates and cutlery and couldn’t provide a pan or other kitchen tools. We had to buy a pan, dish soap and a sponge ourselves, even though we chose this place because it was advertised as having a fully equipped kitchen. Finally, no housekeeping visits occurred during our stay. We had to handle everyday cleaning and take out the trash ourselves. All these issues—poor cleanliness at arrival, severely limited kitchen equipment despite our direct request, and the difficulties at check‑in—greatly ruined our experience.
SachaIl y a 2 mois