Extended Stay America Suites- Chicago - Elgin - West Dundee — Hotel in Dundee Township

SUPPORT NEEDED

My partner and I have been traumatized by the blatant racism we’ve experienced this holiday weekend within the West Dundee Extended Stay community. After losing our son this year in March due to preeclampsia, we have slept with his keepsake every night and last night was our first missed night solely due to the discriminatory policies and practices enforced by this location’s General Manger, Mirian, who made our stay at feel unbearable.

While my partner was working, I arrived to the Dundee location alone on Thursday (05/25/23) around 3pm to check-in to the Extended Stay where I was instantly met with unprofessionalism. Instead of immediately greeting me one employee chose to go to the back towards their office spaces and began to chat with other staff members as I am checked-in by another worker — which security cameras near front desk can confirm. I let him know there would be two people staying and we would need two keys, which he provided with no issue.

The next day (05/26/23) we decided to play music as we got ready for work around noon at a moderately low level to be mindful of others and respect community guidelines. Despite our intentions, we were interrupted a few minutes later by two employees who informed us that our music was actually too loud. We apologized and immediately turned the volume down. We received a “thumbs up” by one staff member to let us know the volume was now at an appropriate level so they then returned downstairs to their offices and we continued listening to our music at the approved lower level. Twenty minutes later we receive another visit this time by general manager who turns out to be the same employee that ignored me when I first arrived. Mirian informs me that the music is actually still too loud (despite us not changing the volume after receiving the “thumbs up”) and attempts to ask us to leave. Mirian immediately came off as rude and biased, ultimately leaving me with the impression that she just didn’t want us staying at her location. Before even greeting my partner she demanded his ID and continued to be rude with us. I decided to call Extended Stay customer service to file a complaint later on that same day.

Yesterday (05/27/23) around 10:30am, after hearing noises outside of my room I looked through our peephole and saw my neighbor with her ear to our room. I continued to watch as she walked away then proceeded to once again place her ear to our door as if listening for noise. I opened the door and she hurried down the stairs. This was extremely inappropriate and made my partner and I feel uncomfortable and even more unsafe.

We went to inform Miriam of this and instead of supporting us she decides to ask, “Have you been smoking weed in my hotel?” After expressing how unrelated, inappropriate and offensive her question was she goes on to say, “Well you could just check out.” After asking for our room to be changed due to our fear for lack of safety, Mirian states there are no other rooms available at the location. After realizing we would not receive the support needed at that time, my partner and I begin to leave the establishment for work without resolve to our issue. While walking away I commented on our interactions thus far with Mirian and concluded aloud that we were experiencing racism. Mirian then stated “of course I am.”

When we got to our car we check the ESA website to see several rooms available for the night, which is the exact opposite of what was expressed by Mirian. In attempts to find support I immediately reach out to customer service again, but I am informed their office would be closed until Monday.

Due to the character limit for reviews we are unable to continue our complaint here but we hope this review highlights the many discriminatory actions of Mirian and the harmful policies of Extended Stay that have the potential to impact families across America. This experience was extremely traumatizing and this community made us feel unsafe, unwelcome — and ultimately helpless with no support accessible during this long...

Negative zero stars!! Horrible hotel and general manager Mirian Leon experience. I booked a room for one night here in the West Dundee location. The worst decision ever! I wish I would have read the reviews before booking here. Let me begin with the room experience. Housing keeping did a horrible horrible job if any. There were stains on the kitchen walls, microwave, and the fridge. There were stains on the walls of the bedrooms. I had to wipe things down to even feel comfortable to touch any of the surfaces. There was mold in the bathroom. The bed sheets had stains on them! When I attempted to call the front desk, the phone in the room did not even work!! I had to call the front desk with my cell phone. When I told front desk about the bed stains they told me to return them to the front desk and then they would provide me with new ones. I asked if house keeping could change the sheets. Front desk stated house keeping went home. About ten minutes later maintenance came and brought me a fitted sheet and loose sheet. When I asked about the top bedding blanket, he said they did not have any more. Luckily, I had a blanket in my car. Otherwise, I wouldn’t of had any blanket. We still stayed the night even though the room was horrendous. While we were sleeping we heard the house keeping lady in our room in the morning. How is the okay that house keeping was in our room while we were sleeping? That is invasion of privacy. Two days later, I call the hotel to ask about the $100 deposit and how long it usually takes to be returned. The lady on the phone said I would not be receiving my deposit and accused me of something I did not do and stated she had proof. I went back up to the hotel to see proof to dispute the wrongly accused accusation. I had the most unprofessional, unethical, awful, dishonorable, and terrible encounter with the general manager Mirian Leon. She is very rude and fought with us. I’ve worked in customer service for 10 years. The treatment she provided us as paying customers/guest was poorly and I am still in shock how bad she handled it. We asked to see the proof she denied us of that. When I asked to see the documentation that I signed, she denied us of that. And she would not provide me with a copy. She did nothing to try to help us. Matter a fact she said we aren’t guest therefore, she did not need to assist us. We were paying guest two days ago and she did not care to do the bare minimum to assist us. Aren’t the customers always right. Aren’t you supposed to provide the best customer experience that people would want to return. To top it off the other front desk attendee who was a tall Hispanic male, knew she was wrong and could not say a word because she was there and forced him to go back to a different room. Mirian needs to be trained on customer services experience. Matter a fact she should be fired after all those customer complaints against her. I am flabbergasted that I read all these horrible reviews on Mirian and she is still the general manager. They need to get rid of her and I am sure the hotel could improve by a whole star or two if she was replaced by a professional manager. Mirian put me on the block list and stated I would never be able to stay at an extended stay in the state of Illinois. She treated me so unfairly and rude over something that I was wrongly accused of. And when I defended myself against the accusation she was very unprofessional and did not assist us to come to a conclusion. Where were her basic problem solving skills to solve the grievance at hand. I highly highly DO NOT RECOMMEND TO STAY AT THIS HOTEL!! My first and last time staying at any extend stay Americas due to the worst experience here. They provided the worst hotel experience I have ever had. I want my $100 deposit back especially when I know I did not do what they accused me of. They wasted an hour of my time to drive to the hotel and get no where because Mirian is very unprofessional and has no empathy for her guest. And I deserve a whole refund for the bad stay/experience I had...

The absolute most disgusting hotel I have ever stepped foot into. THEY HAVE ROACHES SO BEWARE!!! There was one crawling on my wall so I packed all my things and went to front desk. The lady laughed when I told her which is ridiculous. She switched my room and sent me to a room that was dirty! Wasn't even clean, towels on the floor, bed not made. I came back to inform her that room was dirty and she switched me again by that time I was over it and pretty much was in my car all night. Whoever owns that hotel needs for it to be taken away from them because obviously they don't care at all. Who runs a hotel like that? Do they not spray for bugs? On top of that the furniture is so old and outdated and is the from previous hotel that it used to be (I used to work there) so it's the SAME EXACT FURNITURE. That is so disgusting to go to a hotel and see a roach on the wall. Next, I paid $100 for incidentals and they didn't do it as a hold so it processed as a completed payment. I already contacted my bank because there is no telling what they will try to say or do. I did get both receipts. One for the payment for the room and the other was to show I paid for incidentals which in my opinion should be completely FREE beings the condition of the hotel and the FACT THEY HAVE ROACHES!! Just stay away from this hotel because you will regret it and be like me!!! I threw my things out because I'm not risking bringing roaches home and I will be contacting corporate and whoever else I need to because this is insane and a health hazard.

Update the hotel is trying to take my deposit saying I smoked in the room when I smoked no where in the room. If I smoked why not charge me the $250? Oh wait because I didn't. So then the manager which is scammer tried to switch it and say I can't have marijuana on me. I contacted my bank, I contacted the FTC, I contacted corporate, I contacted the BBB and I contacted the health dept for their infestation of cockroaches. The manager should be ashamed of him self when he goes home at night. He sits in his office like the coward he is avoiding guests and their complaints and wonder why he has a hotel that is rated 2.7 on Google. His employees are no different as the suck as well and lack the competence to run a hotel when the manager isn't on duty. I will patiently wait for my bank to give me my refund back. I PROMISE AND MARK MY WORDS THAT I WILL GO ABOVE AND BEYOND AND REACH OUT TO THE TOP PERSON OF WHOEVER TO ENSURE I GET MY MONEY BACK. I promise!!!

EDIT 2: Please don’t listen to the managers comments under these posts. THEY DO NOT CARE!!! There is a hotel right in front of this one for about $20-$30 more and is 1000% worth every penny. Very clean remodeled rooms, amazing manager & staff, heated pool. They take care of their property and guests unlike this one. I’m not just saying this because I had an issue with this hotel. The hotel in front of this one beats this one hands down, no questions asked.

They need to start by throwing everything out, ripping out carpets and treating their bug infestation. Then they need to remodel their rooms, they need an entire new team of staff and management and whoever the housekeeping manager is needs to be fired!!! I was a housekeeping manager and there is no way at all I would mark a room vacant ready in the condition these rooms are in. The housekeeping manager can’t be checking all the room after they’re cleaned because they are disgusting!!! This is the number one reason their guest satisfaction survey scores will be low and remain low. I AM WARNING...