Extended Stay America Suites- Los Angeles - Torrance Harborgate Way — Hotel in Los Angeles

I booked 3 nights directly through Extended Stay's website and called 2 days prior to make sure everything was in order. They confirmed everything was in order. Two days later twenty minutes before my check-in time, I receive a call from Extended Stay saying they are overbooked and have canceled my reservation. They didn't ask if they could cancel my reservation, they just flat out told me it has been canceled. I told them this is not OK since I booked direct, called prior, am on my way to check-in, have family coming, and this was my only option to stay for the next 3 days. She told me she would talk to her manager and call me back. I didn't receive a call back, so I called and spoke to Ashish (manager) directly who put me on hold for 3 minutes and miraculously found a room. When I arrived at the hotel 10 minutes later, the front desk woman told me again that my reservation had been canceled. I told her I spoke to Ashish and he "found" a room for me. He came out and nodded to her, letting her know that I was approved to stay there. She asked what rate I should be booked at...Even though I had already booked and paid. He apologized and told me that sometimes the website overbooks the hotel and it is his fault, and not the front desk woman's fault. I said I never blamed her or thought it was her fault, she had been nothing but pleasant to me. It was clearly his fault. He then asked why I was staying there and when I told him I was there for work, his eyes lit up and he asked for my personal information so we could discuss the opportunity of corporate bookings. I was SHOCKED! He literally just tried to cancel my reservation 10 minutes ago! He then gave me a discount and gave me his personal cell phone number in case anything went wrong. To make matters worse, the hotel was MAYBE at 30% capacity...He was lying the entire time about the hotel being overbooked. I am assuming he wanted to cancel my reservation and rebook it at a higher price point because it was Super Bowl weekend in LA. I can't believe this is how a business is run...Canceling on paying guests twenty minutes before check-in, causing unnecessary stress for paying customers. Terrible customer service. Also, our room was pretty gross. I wasn't expecting the 4 Seasons, but there were stains on the bedspread and refrigerator. The floor was sticky and so was the back of the rolling chair in the room. We also had a lot of ants in the bathroom and I had to kill them with hairspray. :( There were also a ton of homeless people and RVs lined up all along the perimeter of the hotel. I know this isn't the hotel's fault, but I wish I had known that ahead of time. I WILL SAY the front desk staff was very pleasant, accommodating, and nice! But everything else was...

So let me be real from a business standpoint since I am a business owner and it is how my mind works. In all honestly ESA is a genius idea. Really it is. I have already gauged the forthcoming upgrades which have already fully taken place in three locations across the states. About 5 years ago I stayed at an ESA in Carson, Ca to recover from major surgery and I was there about 3 to 4 weeks. I don't remember the Carson staff being as welcoming and wonderful at the Harbor Gateway staff at all! The men and women who work at the Torrance location really make this place what it is. I have never felt so welcomed. As far as the crowd, well you are going to get the mixed bag you will get. People will be people and that is that. I started out with one room on the 3rd floor, and it was in that wonderful 50% remodeling stage. No carpet! New faux wood floors and other upgrades but with the old brown furniture and I was cool with that. Bed was super comfy. Not a queen really I don't think although the listing says queen, I think they are full beds for single person. Now yes, there were ants for sure. Started out with 1 and then the longer I stayed the more they came. However, the wifi was really bad where I was which was essential to my work. So after a week I asked to be switched to another room on the west facing side where the wifi was a little better because I noticed that it worked like a gem in the very front of the building. The second room had the carpeting I remember, BUT it was more warm and welcoming. Not only that but rooms on the west facing side have that wonderful smell of the Kings Hawaiian bread being baked all in the air. That was a plus. Tv watching was wonderful, always loved the kitchen with provided kitchenware. Anything I needed I could just go down and grab it from the lobby. Laundry on site a super plus. I would love to go higher with the rating but the honestly the ants became too much and drove me away. But generally I like ESA and the whole concept. They offered to set up my business travel profile and I was contacted by...

I left a lengthy comment on their survey and they prompted me to leave one here. I’ll be brief, OMGGGG save your $ money and stay somewhere else. Due to stay from 8/8/24-8/12/24 and checked out the next day $188+. There’s no kitchen items to use, the toilet overflow my 1st night there, my 5 month old pups heard every single noise and kept me up. Yvonne and Manager (Front Desk) staff were rude. If you ask a guest how was their stay and they tell you, please don’t get into your feelings/attitude. DO NOT, I repeat DO NOT STAY AT THIS Extended Stay. Not only did I check out the next day a lady and her 3 children did as well and reserved a room at their Torrance Blvd location, this says a lot about HarborGate Way location. REFUND PLEASE, thank you.

Below is a reply from Extended Stay Manager Still waiting for a refund. Remember, the toilet didn’t work. Me and my 2 puppies only got 2-3 hours of sleep total cost $188+

Extended Stay America - Los Angeles - Torrance Harborgate Way (Owner) 2 days ago Dear Joann, We appreciate your valuable feedback and are deeply sorry for the difficulties you experienced during your stay. It is disheartening to learn that both the service and room conditions did not meet your expectations. This does not reflect our standards, and we sincerely apologize for the inconvenience and distress caused. Your feedback is crucial as we work to address these issues and improve our services. We understand your frustration and would appreciate the opportunity to discuss further regarding the refund. We hope to have the opportunity to offer you a better experience. Thank you for bringing these concerns to our attention.

Sincerely, Hotel Management (Don’t reply, issue a refund for my...