Expressway Suites — Hotel in Fargo

My extended family have stayed at this hotel numerous times over the years and we have recommended it to many people, as was the case with this visit. We booked 2 rooms for the 2 families.||||Day 1 - We were informed that the hot tub and pool were out of service upon checking in. We both checked into our rooms and each family requested their respective rooms receive daily cleaning, as per the posting on your website. The front desk said that a note would be put on our room file to ensure that they are cleaned. Upon entering our rooms, they were immaculate. The hallways and elevators, however, were filthy and had dirt, crushed potato chips and M&M’s on the floor.|||| Day 2 - When we returned to our rooms, about 3:00 pm, we saw the cleaning carts in the hallway and vacuums were on the hallway floor and our rooms still had not been cleaned. We assumed the staff had not finished the cleanup. We left for dinner and when we returned later, about 7:00 pm, we noticed that the hallways and elevator still had not been vacuumed and that the same mess of dirt, crushed chips and M&M’s were still in their place. We entered our rooms and the beds were not made, the garbage had not been removed and no fresh towels or new toiletries were provided.|||| The pool area was open, so we ended up swapping out our used towels for fresh one - poolside. We, again, approached the front desk to request the rooms be cleaned the next day.|||| Day 3 - When we left in the morning, we mentioned to the front desk that we still wanted our rooms tended to and to make sure the housekeeping staff were notified that cleanup was requested for both rooms. The front desk indicated that they would put in the request, and they stated that, yes, there was a notice on our room file. We returned to our room about 2:00 pm and still no cleanup was done. About to go down yet again to request the cleaning of our rooms we saw and spoke with housekeeping, in the hallway. We took out our own garbage and mentioned that we would like the two rooms tended to. They indicated that it would be done. Our friends even went so far as to pull out the empty Kleenex box to indicate that a new box of tissues was needed. Their room was tidied however they did not replace the tissue and no fresh toiletries were provided.|||| Later we decided to go and sit in the hot tub to relax. The chlorine was so strong that after 5 minutes our eyes were burning so bad we had to leave. Back in the room we noticed that our skin had a white flaky film on it. Too much chemical were added to the hot tub and there was no notice posted warning guests.|||| We had suggested this hotel to our friends after the exceptional service we’ve had in the past and after this visit I am now extremely embarrassed to have suggested we stay at your hotel.|||| I understand between COVID and being short staff things are not the same however after registering the first ‘complaint’ I would have thought that the housekeeping would have been done. This was our first trip since COVID and it was such a disappointment that I’m not confident in returning to your establishment due to the state of the hotel and the lack of communication between the front desk and housekeeping or the inability of the housekeeping staff to maintain the cleanliness of your hotel. This is the first time I’ve ever had to write a complaint to an establishment and am doing so because of the sorry state the hotel is in.||||AS for the breakfast selection--it is DEFINATELY not what is used to be!!!||||After 2 weeks there is no response from management to address...

Rooms are great the staff is great but Karrie I believe is his name. Is the only one I’ve had an issue with. I’ve had to stay here for work related purposes and well one morning going about trying to get another room card. Karrie goes to just completely racially profile me. Guy goes to see me everyday but with us in the time we are well he wasn’t going to let up on a room key UNLESS I went to show my credentials,(Note that I’m Mexican American) and I’m there every day of the week? But weekends.. goes to make me wonder what he was really trying to subliminally say to me when every other staff member hasn’t hesitated to get me a room key AND that’s with me just telling them who I am. Which they’re all well aware about. So I let him know if he does it again in the end after stating and calling out all he was doing in the most professional way I could being very bothered by his ugly acts that I’ll have my company move me from the hotel. He then goes to call my company later that morning and say who knows what to them to where then they call me, and want to claim I hollered, cursed and treated HIM poorly. That I “didn’t represent the company right.” When they didn’t even know what all he did to disrespect one in the first place, nor even know the real side of things.. So guy basically made it seem like I woke up and just started yelling at him and cursing at him over a room key.. smh; when I have every right to curse freely especially after being disrespected, and also I have all right to begin calling out and wonder with all I had to say to him, why he was trying to do the most to give me a room key. (Mind that I had to get to work) so I wasn’t expecting him to basically run the process of checking me in again. Ridiculous.. and very sad that we’re in a time of day also where many don’t even know yet what it is to deal with such an act.. or can recognize what they’re doing, and I have to post this since everyone wanted to look at me like I didn’t represent the company I’m in and was looked at like the bad person. I felt like I did represent cause he definitely racially profiled me and I stood on justice, and against the racism we live in to this day. But I guess some people just don’t look at it like that, and they attempt to use victimization to get out of what they started and to justify their wrongs. Which is okay.. In due time God reveals the truth and way for those who are blind. Besides him I’ve had no issue what so ever at this place. Great service, great place to stay in at. Recommended but definitely need to teach Karrie some more customer service skills, and not to do weird racial things like that. I hear I’m not the only complaint also so I hope this sets all in stone over others complains that they have reported on this man. Cause he really is on something else. He needs to learn not do things that may look good to him but look bad to others and really are. I think we’re well grown to know...

I have never been so upset staying at a hotel before. I stayed for two nights with my mom and my disabled infant, (as she had apts in Fargo.) The room was ok, but only equipped with two tiny garbage cans & stayover housekeeping is only by request. Where are you supposed to dispose of anything? As a result, We left one pizza box tucked to the side by the trash, on the floor. This evidently validated a surprise $200 cleaning fee after checkout. At checkin you are asked for a $100 deposit for “incidentals”. Nowhere in the terms/conditions was there any mention of being subject to a cleaning fee or extra charges beyond the $100, other than smoking/pets. No one contacted me, no incident report, no proof of anything was provided. I saw the charge on my account. I called the first time & the staff would not look up my info & insisted it was only the deposit that should automatically refund. (Even though I stated it was a $200 charge, not just $100). The second time I called, the staff brushed me off and said the sales department would have to deal with it, connected me to leave a voicemail, No call was returned. Third time I called I insisted to know what was going on & he finally looked it up & informed me there was a cleaning fee added for a supposed mess in the room & “food smooshed into the carpet” that evidently causes the need to shampoo and leave the room closed down for two days. Completely flabbergasted me.. I’ve worked in hotels, I’ve seen rooms actually trashed, & I have never left a room that messy by any means. This man spoke to me in a condescending tone as if I was despicable for what I did and claimed to have photo evidence. I was not offered to see any proof when I asked and was transferred to a general managers voicemail who also has not called me back. This left me in tears because I just spent 5 months with my daughter in NICU & I could barely afford to stay in any hotel in the first place. Much less an extra $200 that no one cared to even dispute with me or validate. Extremely disappointed with how this hotel manages...