Extended Stay America Suites- Los Angeles - LAX Airport - El Segundo — Hotel in El Segundo

I made an online reservation in Sept 2021 to be closer to the airport for an early morning flight. It didn't help that every other hotel was sold out. I was overcharged the regular rate. I believe my total was $214 and some change. I arrived around 10 pm, and no one was at the front desk. I called several times and didn't receive an answer. I called the main customer service department, and they stayed on the line with me until someone finally emerged from the back office. It was a chubby, frumpy looking lady with glasses. Her shirt was wrinkled and unbuttoned, and she looked like she just rolled out of bed doing on God knows what. I told her that I made an online reservation through a third-party company and tried to give her the reservation number several times. She kept telling me that there was no reservation under my name. I told her that the customer service representative was on the phone, and all of sudden, she found my information in the system 🙄 . There was a couple that entered the office after me waiting as well. I was told that she needed to go check to make sure the rooms were ready. As they were short staffed and the housekeeper had already left. So I had to wait. She gave me a set of keys about 10 minutes later. To my surprise, the room was dirty, especially the bathroom sink, toilet, shower/ tub and the floor as well. The toilet seat was not properly secured and was attached to a screw on one side and nothing on the other. So in order to use the toilet you would be better off lifting the toilet seat up and squatting over it. There was a foul stench in the room of smoke and unidentifiable smells. Also the air conditioning unit was missing and anything could have crawled into the room even a small human. So not, only was the room in need of a deep cleaning but it was a safety hazard as well. I almost feel like the agent assigned me to that room on purpose I went back to the office to tell her and asked to be switched to another room. She said I would have to wait until after 1 am when the after the computer generated it's tally for the day so she could make sure that no one else booked a room even though i had already paid online. She made absolutely no sense and didn't try to remedy the situation. Mind you, we had an early morning flight and couldn't go to sleep because she didn't tell us what time we could switch the rooms. I went to the Ralph's Grocery store next door before they closed at 1am, to buy cleaning supplies so that my family could use the bathroom and bathe. About 30 minutes, after I started cleaning, the Front Desk agent said we could switch rooms 😳. Also, she was walking around the property, gathering dirty laundry the entire time and could've literally knocked on the door and gave me the keys to the room we had to move to. I was absolutely livid, exhausted and wanted my money back. I asked her if she could give us some sort of reimbursement or credit for a future stay, and she said there was nothing she could do since I made the reservation through a third party company. There was another older lady in the office, and she said the same thing. They didn't make any efforts to accommodate my family or even apologize for their lack of professionalism. I checked out early the next morning, and the same lady was still there, giving me the evil eye. Later on in the day after I settled, I called the corporate office for the 3rd party company and the suggested I call the direct Corporate Center for Extended Stay. I did and they were just as incompetent as the front desk staff at the hotel. I was told someone would call me back and never received a phone call back. I called several more times over the course of 6 months and the issue was never resolved and I never received any reimbursement or compensation for the terrible experience. I later found out that the agent and manager lied to the corporate office and said that she assigned us to a new room around 11pm and that was a complete lie because that's when she originally assigned me to the first room that was...

Back in 2016 when I stayed here. I would’ve given it 5 stars due to cleanliness, spacious rooms and location. Ralphs supermarket, 24 gas station, In n Out and several food options are located around this area. Great Service at the front desk.

Now as of 6/27/21. Whoo Boy! Okay so I booked this hotel for 6/25-6/27 via Travelocity on 6/6/21. Now I understand Travelocity is having issues with their customer service. However Extended Stay isn’t a Saint when it comes to this issue. I contacted the front desk on the night of 6/24, to notify them that I may check in a bit late. Given that ESA check in time ends at 11p and my plane arrival was 10:11pm and I may need some time to get the rental car. The front desk told me I’ll be fine because she was staying at the front desk till 1 am on 6/26. So 6/25 I arrived after a delayed flight from CLT to LAX. As soon as I touch down in LAX. I call the front desk to notify them of my arrival. When I called, the person at the front desk told me that there are no vacancies. To which I asked how are there no vacancies when I already paid full price for the days I setup through Travelocity. The front desk couldn’t provide an answer. She just reaffirmed that there were no rooms and I would have to contact Travelocity since I booked through them. As I did with Travelocity. When I arrived at the hotel the front desk was closed with a paper sign indicating “No Vacancies”. So I nearly had to spend my first night in the rental car. Since most of the hotels were completely booked.

Not until 4am did I find a hotel through the Marriott Customer Service at the Residence Inn at El Segundo. By the way, real nice person at the front desk willing to empathize and help at 4 am. I was given the handicapped room as it was the only thing open. Thank you to the Marriott people for staying on the phone with me and resolving a situation. The room was also very clean and the service was exceptional. So the next day, 6/26 I go to ESA and a great employee Joshua. I believe he’s an assistant manager. He’s also the reason for the star. He told me that he’ll reverse the fee for Friday’s stay and a room would be available by 2:30 pm. Joshua also informed me that the room will be at a discounted rate due to the fiasco. Joshua informed me that I’m only assigned a room when I check in, which is why there were no vacancies upon arrival. Also that there have been issues with bookings from third party companies like Travelocity. So I contacted Joshua around 3pm and was notified that there were rooms open. When I arrived some lady at the front desk was told about me. So she took my Charge card and ID. The lady informed me that the price would be 358. I told the lady that I already paid for the days and that I spent one of them at another hotel since I didn’t get to check in. She called for Joshua to handle the situation. Which he handled it perfectly. I got a room with a refund for Friday.

Now to the rooms. Not as clean as I remembered. There are stains and lint on the mattress. Someone didn’t clean the sink because I see food stuck in the drain. Rusted bathtubs and paint chipping. I contacted the front desk for an additional card. The lady at the front desk gave me an extra card. However the other cards can’t access the door. So the only star belongs to Joshua. Who is really good a problem solving. ESA El Segundo don’t lose him he’s your only saving grace for this...

I rented a room there for the night of the 14th of October 2017 and realized my AC was not working. I have been in construction and developement for some time and know the AC has a central control that will simply need to be turned on. its a cost savings device. Anyway knowing this I went to the front desk to ask them if they could turn it on. She wanted to switch me to another room and I had already brought my stuff in there and asked if she could just please turn it on. The obese African American girl that worked at the front started becoming extremely rude because she wanted the easy way out to just send me to another room. Because I wanted something else she got angry and became very rude. When I said why are you being so rude she came back with you are being rude. I then asked to speak to her manager and she said "I am the manager" I said then can I get your managers name and number and again she said "I am the only manager" Having stayed there before I knew the manager was named seth and without a doubt everyone in any company has a manager above them unless they are the owner. At that time I started recording her rude behaviour and she got mad and said stop recording me and i said maam I can record if I want to there is no reasonable expectation of privacy in a public service position as this. Being the genius she believed herself to be she immediately called the police. Are you flipping kidding me?? So knowing she already proved to me she was a person that manipulated and distorted the truth IOW she flat out is a liar!! Mentirosa!! well I left with my stuff knowing there is no telling what else she would lie about and make up to the police. Lastly Having stayed there for a month and a half or so before I also realize this place is a hot-spot for weekend and sometimes weekday prostitution. these girls that talked to me said they advertised on Back page and seemed scared and needing to get away from their pimp. I called the cops that day for them so hopefully they broke free from that but after them I learned to recognize that a lot of those girls stayed there. I then checked out backspace dot com and you can many times see the background which is unmistakably the extended stay back grounds by the bedspreads, beds and paintings behind their pictures. If the police are so easily called there why are they not focusing on the prostitution and child trafficking that is going on there too. The El Segundo police did show up there frequently so they are probably aware of the issue or who knows maybe a customer but Id like to think that is...