Extended Stay America Suites- Indianapolis - Airport - W. Southern Ave. — Hotel in Indianapolis

Roaches and Filthy Furniture for Gen Con

I stayed at this in Indy from 8/2 to 8/7 for Gen Con. I was placed in room 211 and everything appeared to be fine. The first night, I woke up to a bug on my arm in the middle of the night. I'd had my window open while I was cooking, and assumed something had come inside. I wasn't able to see it because it was dark. The next day, I saw something that looked like a beetle skitter across the floor, but I wasn't able to get a good look at it before it disappeared behind the fridge.

On Sunday 8/6 I killed an adult German Cockroach in the kitchen. I went to the front desk, and gave Michaela the carcass in a cup and napkin. She was a pleasure to deal with and quickly changed me to room 234. While packing up my stuff for the move, I killed another cockroach (this time a juvenile) in room 211. As I'm sure you're aware, if you see one cockroach, there are hundreds, thousands, or potentially millions in the walls of a big enough building.

When I got to room 234, the two chairs in the kitchen were disgusting. I don't know what had been spilled/poured on/soaked in to them, but they were in a state that I would describe as "beyond cleaning", and were they my personal chairs, I would have thrown them both in the trash. Between the roaches and the chairs, I no longer felt comfortable cooking or eating in my room. I had to discard approximately $25 worth of groceries (bread, fruit, veggies, butter, cookies, chips), and as a result had to eat three meals out (Sunday lunch, sunday dinner, and Monday breakfast). It feels trite mentioning this, but the kitchenette is part of the reason I've always preferred to stay ESA.

Making things worse, I had chosen this location, as out of all the ESA's in the Indianapolis area, this was the one rated highest for cleanliness when I booked. I do not want to think of the condition of the other locations. Also, the entire hotel was fully sold out and occupied, due to its proximity to Gen Con.

The front desk was well aware of the issue and management chose not to contact me. I reached out to ESA's corporate customer service via their website on 8/8 outlining these matters. I was told I would receive a response within 48 hours. On 8/10 I received a review request of my stay, and I responded with one star ratings. On 8/21 I called the customer service phone number, spoke to Chanté who said she could see record of my prior messages, and I was told I would get a call from a manager within 48 hours.

To date I have received no response. I'm posting this review at the one-month point from my last contact as I feel I have allowed a reasonable amount of time for a response. I cannot recommend anyone attending Gen Con, or staying in the Indianapolis region for any other reason, such as the Indy 500, stay at this location.

As a reminder: This was the rated as the cleanest Extended Stay America in Indianapolis at the time of...

DO NOT STAY HERE! The worst hotel experience I have ever had. Here we go:

1. Checked in and was given Room #248. One of the AC units was working great, the other was turned on by my friend and started making a horrendous whining noise about 15 seconds apart. That is why it was not on. I called the front desk and advised her and she said "I guess you want another room"? Uh, yeah! She said okay and return to the front desk for another set of keys. Guess what room number? #246. So off we went to the room beside the one we had. Opened the door and the 1st thing I noticed was the sleeper sofa was at a 45 degree angle and the cushions were on the chair. I tried to close the sleeper but to no avail. I called the front desk and told her and she asked "I guess you want another room"? I said wouldn't you if you were renting a room? She said come on back down and I'll give you another room. We were given #209 and checked it out and everything seemed okay.
2. The Wi-Fi connected immediately to my phone but I could not connect on my laptop. I called the desk and she said I would have to call their Wi-Fi service company to get me connected and gave me the number. 25 minutes later and I have Wi-Fi on my laptop.
3. We took our showers Thursday night so we could get up early Friday morning and head to the dragstrip. When we got back to the room late that night, walked in and found the towels and washcloths had not been changed out. Called the desk and was informed they change them "once" a week so if I need them, bring them down and she would wash them and I could pick them up in an hour. I took them to her and said it's 11:15PM, i will pick them up at 5am. I did and we took showers early Saturday morning and headed to the dragstrip.
4. Got back to the room Sat night and immediately grabbed the towels and washcloths and went down to the desk. I asked a different lady if she had clean towels and washcloths and she said sure, how many do you need? I said give me 2 sets to last thru Monday morning so I don't have to come back and repeat. She did and that was the best thing about our stay.
5. Got back up to the room and got ready to shower and there was no water in the shower or sink, only the commode was working. Called the desk and she said it was a building wide issue but the Plumber had just arrived to fix it. Went to sleep and woke up early and the water was working so we took showers Sunday morning.
6. The phone in the Room did not work so I called on my cell phone to the front desk each time. The tiles in the shower were in bad shape in several places and looked bad. The floor in the shower needed a deep clean from stains. The burners on top of the stove looked very bad and filthy so thank God we didn't cook anything. P.S. - YOU WILL NOT BE SATISFIED IF YOU DECIDE TO STAY HERE. NOW I KNOW WHY THE RATE WAS A BARGAIN...

I was very displeased with my visit to this Extended Stay.

When I arrived at the hotel, I went to the desk to check in, at 5:50pm and no one was there. I waited for a while, and finally an employee came from the back. Her greeting was very perplexing to me.

She looked at me and said “What did you need?”

I was perplexed because I didn’t understand why me offering my business to the establishment was an such an inconvenience to her as an employee. Her treatment and manner in the way she addressed me made me immediately feel like a bother instead of a paying customer. I did not say anything though. After she finally got me checked in, I went to the room to find that the bathroom and refrigerator were in such horrid condition. The pictures I took will show multiple strands of hair in the shower. Pubic hair was on the toilet. There was also dirt and some type of debris on the toilet seat.

I went down to the desk waited patiently, and was very calm and kind about the situation. The employee who had previously checked me in looked at me and purposefully cut her eyes at me. I’m not sure what about my presence disturbed her and caused such a nasty non-verbal response. It was received, felt, and noticed.

She then walked out, as I would infer that she was probably off of her shift and headed home. The employee taking over that shift was very courteous and I showed him the pictures. He proceeded to work to get me another room. I totally understand that he was by himself and had a lot going on, but at this point as the customer my schedule has been extremely interrupted by a flaw on the hotels staff. It took him almost 15 minutes to get me situated. By the time I got to the new room, it was now 6:37. I was in town for an event that started at 7pm, which would take me me about 20 minutes to get to the location of the event from the hotel. At this point I still had to get changed, and refreshed from the drive. I knew that at this point I would be late the my event. I was not happy about that at all.

In the second room that I had was still not in the condition of how I had previously seen Extended Stay rooms in my past dealings. At this point I went to my event. When I got back to the hotel... I sat in my car for a while because at this point I was pondering in my mind if I could at the moment just pack up and head home (4 hour drive). I knew it would not be safe for me to do that. I went to the room and dozed off while sitting at the kitchen table for about 2 hours. At that point I knew I got enough sleep to get me home. I gathered my things and I headed home. I just wanted to share...