Extended Stay America Suites- Indianapolis - West 86th St. — Hotel in Indianapolis

To start off, the first thing the rep tells me at check in was that the room I had booked had been booked. Then, they went to blame Agoda for not telling me this ahead of time. They had a room for us, which was a heavy downgrade from what we had booked. The room also only had one bed, not two. After finally getting the keys for the room, I went through the lobby which smelt so strongly of weed I'm surprised I didn't get a contact high. Don't get me wrong, I partake in the lettuce myself. But that's no way for a business to smell. Finally getting a floor up in the nasty, uncleaned elevator, I found our room keys to not work. I went back downstairs to get them working, and had to wait for three other people first as they all had the same issue I had in the first place. After asking them, I found they ALL booked with other 3rd party websites. All had the same issue. At this point, I'm trying to figure out why NO ONE let us know about our rooms. Be it Agoda, Priceline, The hotel itself, or otherwise.

After we got to the room, we found it to be in a horrible state and the bed smaller than what I had booked in the first place. The room is dirty in at least two places, no hangers in the closet, lamps are flickering, and one of the two cheap office chairs we got in the room is full of nasty stains.

To cap things off, the elevator we had used to get to the room stopped working in between uses and I was told it’s been broken for a week now. Okay, so why did I work when I just used it, and on top of that why would you not put an out of order sign on the thing? What would have happened to us or someone else if they got stuck in the thing while in use? This was the most negligent part of the whole thing. The layout of the hotel also meant that the nearest staircase was quite a distance away.

After all of this we were offered no refund, no lower rate, no apologies, nothing.

Don’t stay here....

There are two parts to this review: Part A addresses some serious short falls in the corporate handling of COVID travel restrictions. Part B is about the stellar customer service of the property manager and assistant manager. 4 stars is for the site specific customer service.

Summary: The corporate level policies and service sucks and left to that I would give 0 stars. Local level service - stellar, just can’t give 5 stars until we actually stay at the property. :)

Long post...

Our family hasn’t stayed at this facility yet due to COVID delaying the Indy 500. When the announcement was made, we called reservations to move our reservation to August, but were informed we couldn’t move it because we had booked under a non refundable rate. I explained that we weren’t cancelling just want to move the reservation because of the COVID restrictions and that this was no fault of our own, but the result of international guidance to contain the spread.

After getting absolutely no where with 3 different customer service reps at the reservations call center, I contacted the property manager and explained what was going on.

Side note here: one of the CRs at the call center had said they would reach out to the property manager and have him call me. But this was news to him when I came a calling...

He absolutely understood and recommended I call back in a couple weeks to see if the corporation would issue guidance on this situation. Long story short, Jared was able to get us a refund and booked us under a more flexible reservation for August honoring the rate we had for the original reservation.

Fast forward to this weekend (Memorial Day 2020), there is a charge on our bank account for the original stay. Calling the property again, the assistant manager Heather was quick to correct the issue and apologized for the...

I have never stayed here and already irritated with their service. I called today 10/19/2018 around 12:30 PM to gather some information on a reservation I had and was directed from another ESA to call them according to location. Well it ended up being the wrong location but despite that I spoke to a young lady at the desk who just said "Hello" No extended stay greeting or anything like as if I was an average friend she knew. She seemed standoffish like she was trying to figure me out. I asked if it was the right location according to number. She said no and immediately gave the number before I could write it down. So I told her that I was given that location and she said no and I asked for the number this time and she proceeded by saying "I gave it to you already"... I asked politely as throughout the whole conversation, could I have it again and she gave it to me then asked me did I call the night before. I had never called there before. She said okay I sounded like someone else. I called back a few minutes later to complain to assistant manager whose name was Tamika...I tried to tell her what happened, I could tell she was trying to rush me off which made me believe she lied about who she was. later she says she will speak to her and then she asked me was I going to be okay and was there anything else she could do for me? the way she said it as if don't make a big deal of it. it may seem small but bad customer service over the phone means bad service will happen as a guest. I highly recommend they provide better etiquette and customer service. It will attract...