Extended Stay America Select Suites - Chicago - Lombard - Oak Brook — Hotel in Lombard

MANAGER should lose her job or be charged.. 🤷‍♀️ we changed rooms to the first floor because we noticed a roach infestation. After switching rooms to down stairs and being in that room for more then 4+ months the hotel passed a new guideline stating anyone who is late on payment will be charged $15 a day. For the last couple months we have been verbally harraseed by the manger Krystal walking in on my boyfriend who is sleeping and conducting a "room inspection" he wakes up to her threatening him to pay a pet fee (cash) & blaming us for damages that were there when we got moved to the room. We got the room with a discount due to the fact everything was out to date and it smelled of cigarettes. When we first moved into the room on the first floor I had reported our outlets not working in the kitchen and the whole time we lived there 4+ months not one outlet in the kitchen was fixed or even looked at but yet coming after us for damages how about you fix ur rooms, inspect them and clean them properly and how about get an exterminator you guys have a horrible spider problem too and the manager Krystal is well aware she had a spider crawl over her hand while holding onto our door nob n smacked it off her. ALL THE MAMAGER CARES ABOUT IS MONEY SHE DOESNT CARE ABOUT TENTS she MADE US MOVE OUT THE DAY BEFORE THANKSGIVING AFTER threatening us with a 5 day eviction notice om Saturday knowing she wouldnt get the eviction submitted because its the weekend. We chose not to pay the room seeming how she wouldn't extend us another 28 days because we had been 3 days late. We owe on Saturday but couldn't pay until Tuesday when his checks came threw. When we told her that she acted as if the new guildlines had a certain amount of days allowed n stated as to how many days u can be late (witch it doesnt) Krystal has broken the door stopper to get into our room and also locked our window refusing to give us access to the room with our pet inside. After talking to my lawyers this is beyond illegal. When she threatened us Saturday with the 5 day eviction we told her sounds good because I had told her to quite verbally harassing us if she had an issue she would serve us on paperwork like any other hotel has in the past. she then had nothing to say and left us alone for a couple days up until Saturday she had an employee bring the phone down so she could harrass us over the phone. I had showed her proof of the irs taking 300 weekly from my boyfriends checks around the same time I had surgery on my right ankle and couldn't drive or even work this is my third surgery since summer. Any normal human would come to realization everyone's struggling in life n because this manager was so careless and kicked us out to live in our vehicle all because we were a couple days late. Monday morning comes around and the manager knocks we didn't answer because my boyfriend works nights and sleeps during the day ive told this to her times and she didn't respect that so we put the door stopper up n locked the door to keep her out when she realized we were in the room and we were packing Monday when she tried to force her way into our room she apologized and closed the door still not serving us with any EVICTION NOTICE AS THREATENED. I HAVE IT IN RECORDING TOO and I asked her time after time to quite verbally harassing me. I could use for emotinal distress not only for evicting us wrongfully we had to find another place to stay. How about entering our room while we're asleep, locking us out an even causing damager to UR OWN ROOM AND BLAMING US IS BEYOND WILD I really hope your business goes under for how poorly you treat people and I hope your employees realize they deserve a better manager. The MANAGER KRYSTAL THINKS she will keep employees by treating them poorly and firing them if they don't abide by her rules. She threatened to fire someone for extending us because she had an issue with us being there not because we weren't paying at the end of the day.. everyone's true colors show and I really hope...

DO NOT STAY HERE! HORRIBLE STAY.. when I originally checked in I was put in a room with soaking wet carpet and no shower curtain. I immediately called down to the front desk and the lady switched my room. When my room got switched I didn’t look too much into it but was just relieved I had a shower curtain and dry carpet.. A little later that night after putting my things away I noticed that the bath tub was filthy, the linen was dirty and there was no screen in the window.. I didn’t complain because I was already exhausted and just had to move rooms. Instead I cleaned the tub, and put my clean linen over the dirty linen. The next day I noticed two dead ants on the floor (no biggie bc I figured they were killed before I got there). A day after that I noticed ants on the countertop in the kitchen area. I then noticed one ant in my chip bag. At this point I found it necessary to speak with the front desk. When I first went down to the lobby there was no one sitting at the front desk (this seemed to be a frequent problem). I waited until I saw the front desk lady in the hall way and told her I needed to speak with her, she replied okay and that she would be down to the lobby shortly. When she came down she was very apologetic after hearing all of these problems.. She then went onto tell me that she couldn’t do much but that her assistant manager would be in the next morning. She told me that usually when situations like this happen the room gets switched & or upgraded & also provided me with corporates number. I kindly thanked her for her help and reached out to corporate. At this time guest services was closed so I left my report with the reservations department who ensured to relay my complaint over to the correct department. The next morning came and I went downstairs to speak with the assistant manager nicole. She was extremely rude and told me since I had no pictures she couldn’t do anything. She went on to tell me that it was ant season and she didn’t know what I wanted her to do about this situation. I asked nicole what she would do if she paid this amount of money to be living in this room with ants.. She replied “ants aren’t a big deal to me so I definitely wouldn’t be down here complaining.” I told her that her customer service skills were poor and that no customer should be treated this way. I asked to speak with her manager and she told me that her manager wouldn’t be in until Tuesday 9/8 so she didn’t know what else to tell me. She told me that she felt as if I should just check out because I clearly had a problem with every room I was put in.. how empathetic! I informed nicole that I was calling back into corporate because this was unacceptable and she replied “go ahead do you want the number” . After this conversation I was in complete disbelief and left the hotel for the day. While I was gone nicole called my personal cellphone and told me that she spoke with her general manager and that she was not going to compensate me for any nights that I stayed because I took so long to report my concerns. I tried explaining that every time I went downstairs no one was at the front desk but she refused to hear me out. She then went on to say that she wanted me to check out that day because I was rude and was no longer welcomed. I told her that I had already paid and would prefer not to leave with no warning or no other hotel arranged. She then hung up the phone on me. The next day comes and I speak with corporate again. They tell me that they were going to escalate this situation to the general management relations department but that it would take 24-48 hours to get a response.. I agreed. Something came up and I had to extend my stay.. I called back into reservations and they helped me with extending my stay hoping I would be able to just speak with the general manager and resolve this whole matter.. but unfortunately it didn’t work that way.. Nicole refused to extend my stay & told...

In summary, Adriana de Hoyas and Jennifer at the Extended Stay of America, Lombard, IL location were very unprofessional and rude, with Adriana being about 5+ time MORE rude, disrespectful and unprofessional than Jessica. The behaviors they had, is beyond fathomable. No business, despite its size should ever tolerate such despicable behavior, especially one that cares about its image and reputation. I have never been so disrespected, belittled, yelled at by anyone working for a business in my entire life, let alone by an employee of any business.

Adriana De Hoyas was literally YELLING at me as she spoke AT me on yesterday, because I asked for another room, since mine had a very strong, "dirty, wet carpet" odor; room 308. She was literally YELLING! The most ridiculous thing I've ever seen from a woman, but particularly by a woman who's a "manager," who's representing a bigger brand. The experience, as well as her uncontrollable and short temper, which was unprovoked by anything I did or said as I remained professional the entire time, was intolerable. It was absolutely the most disgusting thing I've ever seen, especially from a woman. It's indescribable how she acted.

I simply asked for another room because my room had an awful odor. I also asked for solutions that was within her control. However, before I could ask if she could swap my room with the rooms they said they were saving for upcoming reservations, she literally yelled and said, "you're checking out today!!!" She told Jessica, "She's checking out today!!!!" Unacceptable. Due to my severe mouth and throat pain, I've been unable to speak at a normal volume or project my voice. Last week, I could barely speak. It literally hurts to talk regularly.

For me to inquire about a new room, because the room I was given smelled awful, and a "manager" YELL at me, and say "what are you not comprehending / what don't you comprehend?!!!"… is unacceptable! That question is inappropriate for ANY worker to ask a customer, firstly. Secondly, it's especially inappropriate to ask this question, and more disgustingly, display RAGE at any customer, when they're asking you very professionally and politely for a solution. I'm recovering from literal, severe pain and can barely speak regularly and I can't project my voice. Most of last week, I couldn't speak. So, for you to behave like it's appropriate to YELL at a customer, and display such disgusting behavior, especially as a woman, I'm still in disbelief that I was the recipient of such behavior. Again, I'm recovering from severe pain! I didn't disclose this to these unprofessional workers. However, I shouldn't have to tell you about my medical condition for you to be professional and represent your employer in a respectful manner.

I remained professional the entire time while speaking to Jessica night before last, and to Jessica and Adriana yesterday. During both encounters, I had a witness on the phone who couldn't believe what they were hearing. We were all disgusted and in disbelief of what I was experiencing from these employees. I remained a professional customer who didn't raise my voice; I wasn't being threatening, disrespectful or offensive to Jessica nor Adriana. Again, I can't even speak at a "normal" or projected tone, due to me, literally, having SEVERE throat and mouth pain. Their behavior, tones of voice, and the lack of professionalism were absolutely disgusting.

Room 308, literally, smelled of "dirty, wet carpet," and thick cigarette smoke. I only asked for a solution. Not to mention, there were some sort of wood chips or something in the bed,...