Extended Stay America Suites- North Chesterfield - Arboretum — Attraction in Bon Air

My daughter and I stayed in this location for 25 days while between houses with our cat. The first room when we checked in on a Wednesday had a odd smell. I just thought it was just a room and it would be ok. Well it kept getting worse. I kept finding small brown things on the floor. Finally Saturday morning I looked under the bed. Not only was there food wrappers from the guest before us but there was mouse dropping and lots of it. The smell was rodent urine. I never saw an alive mouse but they had to be there since after I swept they were there the next morning so the mice were somewhere. Once I noticed I called to the front desk demanding to speak to a manager. They said one was not available. Well I new that was not true so I walked down to the front desk with photos I took on my phone. The front desk attendant told me that the manager will be there in one hour and he will call me. I did not get a call so I called back. I spoke to Sam the manager on duty demanding a new room and possible full refund if they we not able to get me a new room. I was told they did not have a room so I told them that's fine then put me up in a hotel in a different location. I told him I had to leave to bring my son to the airport but will be back in a few hours and I expect a resolution. He called me about 30 minutes later told me they have found a new room for us and he and is head housekeeper checked the room and it was clean and everything was in working order. We got back and I checked the room it was fine. Once we moved our things in and started putting our item away. I noticed the smoke alarm was unplugged and two cabinet handles were broken (not a huge deal). I finally called the manager again on Tuesday. This time I got Kalude she was very nice came right up and fixed the smoke detector and noted the cabinet handles and said sorry. She authorized a refund of two nights. Yes, that was nice however we were in a mice infested room. I fell like more then a two night refund should have been authorized. I also let her know of some illegal drug use in the building that you could smell from the halls. She said she will look into that. We had a couple more issues nasty old mattress sat out in the grass near the trash can for over a week, trash from the trash rooms not getting cleaned out.So a week into the stay I received a survey to rate the stay so far. Well I was detailed and requested a call. I never got that call from the hotel or even corporate. Fast forward a week later still illegal activity I went to the front desk again spoke with Sam who acted like he had no idea. As a manager you would think he would know his hotel and walk the grounds. You could smell the odor from the main halls. He really didn't listen much until I got loud and told him if he didn't want to help or resolve the issues in his hotel I will call corporate and the police and let them know. Once that was said he decided to handle the drug issue. He called me an hour later saying the he evicted them and they will be out in the am. GOOD ABOUT THE HOTELThe front desk and operators are very nice they listen and are very kind. I feel like they want to do better but don't have the mean or support by management or even corporate. They following employees need to be recognized (Shalwanda, Tatiana, and Jovontae) They were the ones that got us through this rough stay.The day of check out June 2. We left at 10:15 am. I received a call from Sam the manager around 11 saying that he just wanted me to know that he has processed my refund for $150 (Our stay was $1900) and he hoped we would stay with them again. I thanked him for processing the refund however I would never stay in his...

Not a bad place to stay, room is ok.. clean, no bugs…. The worst is that if your here for over a week is your key has to be updated every 2-3 days and that is a pain in the booty!! They say is the electric door thingy- whatever if your just home from work ir gotta sack of groceries and you cant get in and you have to walk all way around to the front!😡…… not a place for kids and another thing … they need more grass for dogs!!! Now ive been here a lil over 2 months still have the key issue…all the male attendants need a lesson in customer service ! The 2 FT lady attendants are good, especially the young lady that works evenings ( i have more interaction with her) she is pleasant, smiles and dont make ya feel as though you are inconveniencing her when you need something! The youngest dude the last tome i couldnt get in the back door… I called em on my phone … he said “walk around to front and come in” i just about lost it!…& obviously I did not do that! You can see the floor of front lobby, elevators and all from the back door where i could not get in d/t the key not working!! The trash bags they give you fall apart if ya put a kleenex in it!! At some point they painted the bathtub and thats peeling off so to me thats gross, so i lay towel in bottom to stand on—- would love to take hot bubble bath, but not happening! My grandfather said— “you get what ya pay for”, but he passed in 70’s so he dont know how greedy high priced everything has become! I am glad that i have not seen any bugs!! And, the area is nice and im only couple minutes to hospital….so reckon ill tough it out!! UPDATE— after 2more months—WHEN THE ROACH PRISSED ACROSS THE KITCHEN COUNTER — THAT WAS IT ALL THE DISRESPECT, UNKINDNESS, ALL OF JUST CAME TO A HEAD AND I HAD TO BOOGIE ON!!! AGAIN— YA GET WHAT YA PAY FOR!!! Im enjoying paying just a teeny bit more and being sooo comfotable &...

I have been in Richmond since May! I have had personal things come up and have been left with nowhere to go... I turn to crisis for emergency help in Richmond it's called Mobile Crisis For again Emergency help for shelter I was the first one they had booked there I was originally given a Thursday (I don't want to be to specific on accual dates ) then crisis came and told me I had to leave because they wasnt funding it for me anymore when they was suppose to have my insurance step in and pay for these last 3 days and obviously that didn't happen I ask the front desk if I could pay out of pocket I'm assuming it's the manager I'm dealing with tell me straight NO said I got kicked out of the program and I could never stay at this property ever again she said it's the policy they have... I try to explain to her that I didn't get kicked out of no kinda of program for the simple fact I needed emergency shelter for the simple reason I have absolutely nobody to help I have no family close enough to help with a place to stay I feel completely discriminate by these I feel I'm being judge and looked down on all the way around continue on up until I started this the same lady tells me I'm not aloud to stay here that she know my stuff is in someone's room cuz they have cameras n if they see me tomorrow they calling the police on me and I assured her my belongings was not it someone's room it was in a car n she says it never left the property n in fact it has left multiple time already!!!! And during all of this I'm calm and collective trying to explain to her that she is incorrect and can not do this can someone plz give me feed back maybe I'm not understanding I feel she could use information on customer service as well has...