Extended Stay America Suites- Indianapolis - Airport — Hotel in Indianapolis

I'm uncertain how many times management will delete my review.... But here we go.... again!

I checked into this extended stay on Sunday 8/20 and stayed a day over a week. Upon check in, Kayla helped and was kind enough to show me a room prior to booking. I booked until the end of September ($2400). And for that price, here is the way I was treated.

I brought my linen to the front desk to exchange it. Fitted, flat sheet and blanket. The staff member (Anita)working that night said they were out of blankets and I could pick one up in the morning. Therefore, I had to go to bed uncomfortable. Additionally, the fitted sheet was stained what looked like urine.

The next morning, I returned from work and stopped by the front desk for my blanket and to exchange the soiled sheets. I explained to the staff member and she became unprofessional. She stated, "This is too much, 90 hours a week is too much. I can't take this..." I can only assume she felt as though I was asking too much. The unprofessional staff member then delegated another member to finish "helping" me.

The hallway to my room smelled like dog urine and feces. The trash room is at the end of the hall and the staff did not routinely take it out. This too was brought to the managers attention (Samantha/Sam) who was not eager to do anything about it besides dismiss my complaint.

I requested housekeeping services for the first time. I asked if the services could be scheduled because I'm a night shifter and wanted to rest a bit. I was told the "housekeepers" come in at 1030. I was ok with that also. The housekeeper arrived and seemed irritated when I opened the door. She told me I needed to leave the room for her safety. I didn't feel comfortable doing so, but reluctantly, I did. When I came out the room, the housekeeper was at the front speaking with Sam the manager. The housekeeper stated I was rude. I had a conversation with Sam and told her I was not rude to her staff member. (There is a camera angled at the room I stayed and she could have easily checked it. Instead, Sam the manager told me I am not "a good fit" for this extended stay. At that point, they were being so shady, I went to my room, and called the police for escort. The police showed up and wrote a report. The officer also stated, he would not even stay there. That surprised me he was so honest. Oh, the officer told me he would wait for me to get all my things out. Im glad he did. Sam, and her other employees went up the elevator laughing because they cut my room key off after telling the officer I could retrieve my items. The officer then had to come back in, go to the 2nd or 3rd floor to find Sam and fix the key. I have never seen this amount of pettiness and unprofessionalism.

Lastly, let's talk about the drug use and abuse in this extended stay. The tenants openly smoke marijuana inside and outside the hotel. The marijuana and cigarette smoke came through my room vent. As a healthcare professional, that truly bothered me. Drug use/abuse did not stop at the tenants. Some of the employees were suspect. Especially the housekeeper that came to clean my room. I am currently waiting for the police report and body cam footage that the police officer made. I want to identify all persons involved and seek appropriate actions civilly.

To end, I utilized this extended stay because it was on my companies list of places to stay while on contract in Indianapolis. To all the individuals traveling for work, please choose your hotels wisely. I have stated facts that had taken place during my stay. But let me share what was on my spirit. I felt like the white employee(s) did not like me, an African American healthcare professional asking anything of them. How dare I be so uppity and request services. Let us put this __ back in her place. This was my first and last time frequenting Extended Stay America. I know now that it is mostly for individuals that can not lease normal apartments/houses for...

SERVICE IS A 4 AND NOT A 5 DUE TO BOOKING OVER THE PHONE AND THE PERSON NOT BEING TRANSPARENT ABOUT FEES AND DEPOSITS. I only found out at check in. That's why service is a 4. However that person does not work directly at this location. They are just an agent. ADDED A DETAILED VIDEO I TOOK AS PROOF OF ROOM CONDITION AT ENTRY. It does have some spicey choice of words. However it is a good look at what a single queen sized bed suite looks like and what you may get if you book. The WI-FI has been fantastic and that's without paying for "better wifi," as you have the choice. We're also on the 1st floor though. The TV has had no issues either, and has some decent channels to watch. You can see there are dead bugs in the light, however, we haven't had nor seen a single bug anywhere what so ever. I did notice that there are small bait traps in the cabinet above the microwave. I am being 100% transparent with this review, and my experience. I am literally still in my room the date I'm posting this. Some chipped paint, loose drawer handles and loud vent exhaust doesn't bother me. There's no violence, loud parties, drunk people, or the like. Absolutely fantastic so far! We've been here 2 weeks so far. Any issues we have had they take care of immediately. There was a constant smell of smoke in the hall so they performed room checks to find out who it was, and this was beyond appreciated due to the fact we have 2 kids who have asthma, and have a toddler. We don't want smoke around them at all. So it was greatly appreciated. We stayed at the ESA in Park 100 and had an amazing stay there as well, there they had actual blankets, unlike here. There are no bed bugs like previously reported. I came in with camera rolling and video'd every single thing. The ONLY thing I didn't like was the fact that they give you a sheet to cover up with, no actual blanket at all. Plus after booking over the phone we arrived and only then were we told about a deposit. That is it. Otherwise, the rooms aren't what you'll get at the Marriott Hotel. They're decent rooms though. Hotel staff can't prevent others from making a mark or two on the carpet, and then you getting the room after them. Kayla was absolutely amazing and extremely helpful. I just walked down to specifically ask her name so I could make sure to name her here. She deserves so much from ESA, and I truly hope to see her grow with them. She is the type of employee that any employer would beg to have. Sam the manager was fantastic as well. She made sure all was well with our room and ensured us that during our stay we would be taken care of. Which was absolutely true. We have had no issues with changing bedding to get new clean bedding, getting toiletries or any other needs. Kayla was the one who always made sure we were satisfied each and every day, and when Kayla was off, Sam was in her place. These two women deserve recognition, because the entire time and even now- Kayla is out there making sure customers are taken care of, but she's putting her heart into it. Kayla and Sam should be making amazing money, but I'm sure they're not, when those two are the reason for the business here, and why people are returning to stay. GIVE KAYLA AND SAM A RAISE. Also, for it being off the interstate, and our window practically being right next to it, you can't hear the traffic nor the very low landing planes. I truly hope this 1) helps someone, 2) gets Kayla and Sam better pay because omfg those girls are saints and 3) helps clear up any confusion about...

ESTABLISHMENT TO BE AVOIDED, DO NOT COME EVEN AS A LAST NECESSITY! At check-out on Saturday 24/03/2024 around 10am, the male receptionist gave me an EXTREMELY BAD RECEPTION.

I handed in my card for the check-out, and he directly told me "you can go" nastily while I had several requests to make to him.

Firstly, I asked for a refund of my deposit, which makes sense since the day before I'd had to enter my French CB code to do so, and the evening receptionist had told me she'd leave a note for the morning receptionist to do the same (with the CB code) for my refund. Obviously this man hadn't bothered to take the previous day's information.

After that, he again told me "you can go" in a rude tone, even though I hadn't finished my requests. You don't say "you can go" to a customer with the air of being bothered by his presence. You say "goodbye, have a nice day, I hope you enjoyed your stay with us", WHEN the customer has finished his requests and is ready to leave. Clearly this man doesn't know his job and I have to teach him.

Secondly, as I'd stayed overnight due to flight cancellation for bad weather, I didn't have my suitcase with me (which had been left in the hold of the plane) and I didn't have anything to brush my teeth with. So I asked him if he had a set of toothbrushes. He opened a drawer behind him and handed me a toothbrush with a sigh. I asked him "do you have any toothpaste with it?" He replied angrily, "NO!" . The cleaning ladies happened to be next door and heard the whole scene. They opened other drawers themselves and very kindly gave me 2 small tubes of toothpaste. THANK YOU TO THE MAIDS WHO KNOW HOW TO BE RECEPTIONISTS, UNLIKE THIS MAN.

Finally, I asked for a receipt for my stay because, given his attitude, I had NO CONFIDENCE whatsoever that I was going to get my deposit back. This seemed to be the last straw for this very nervous man. He printed out my invoice and stapled it together, looking as if he wanted to punch the sheet, he held it out to me very aggressively, very close to throwing it in my face.

This man, a "receptionist" in name only, was VERY AGGRESSIVE towards a young foreign woman traveling alone. WHAT A LACK OF PROFESSIONALISM, but above all, WHAT A LACK OF PERSONAL BEHAVIOR. I mean, WHO DOES THAT? Assaulting a lonely young woman who's been forced into a dingy hotel room because her flight's been cancelled? I doubt that if I had been a man, a couple or a family, this man would have allowed himself to be so aggressive and rude towards me.

This employee has no business being there, he has to work in a factory with packages and machines, certainly not in front of a customer. HE DESERVES TO BE FIRED ON THE SPOT AND I INTEND TO WARN THE MANAGERS IF THIS MESSAGE ISN'T ENOUGH.

Ps: I'd like to point out that, on the other hand, the female receptionist at check-in was very kind and amusing, and the cleaners were very kind to me. Keep up the...