Extended Stay America Suites- Los Angeles - Monrovia — Hotel in Monrovia

First day: on the day of my reservation I called the hotel and the manager answered. I asked him if I could do an early check in. He said yes. But… when I got there the woman at the front desk said that there were no rooms available for early check in. I tried explaining that the manager told me that I could come in and check in early. The manager came out to the desk and he bold faced lied. He said that he told me to come on in and they may have a room available. I waited two hours till my check in reservation time, I walked in, went to the front desk and the woman said that my reservation was canceled and that I canceled it, that to was a lie. I told her I did not cancel, she said well someone did because it’s canceled. I paid for my stay again after I had already paid for it online. From there on it was a bad experience. The hallways are dirty, food and drinks from fast food restaurants left empty throughout the hallways. Trash cans are always full with garbage left out of them. The hallways smell bad, with filthy stained carpet. The room had filthy old carpet to. The faucet leaked the blow dryer did not work and I asked for a replacement and was told that they didn’t have any more. The cord for phone was missing so I was unable to contact the front desk or other family members who were also staying at the same hotel as me. I went to the front desk and I was told that they didn’t have any phone cords. Two days later there was a different lady at the front desk, she scheduled a maintenance request and the following day the maintenance man came and plugged the phone in. I never reported the leaking sink because I was tired of complaining and I am pretty sure that they were tired of me too.

If you stay here Do Not leave your credit card on file with them. They charge fees and don't even tell you. There wi-fi is bad, very bad and I logged into the wi-fi website just to check it out because it was recommended by the hotel and I logged onto the site... BIG MISTAKE!!! As soon as I logged out they charged my credit card $31.99. I didn't approve this charge and I didn't purchase there internet upgrade. When I called the gentleman who answered the front desk phone was of no help. He insisted that I must have purchased the upgrade when I did not!!! I had to call my bank to dispute the charge. So my advice to you if you stay here Do Not check out or log onto the site that they advertise for an internet upgrade.

On Thursday 10/12/23 I called the front desk to report a crack and water leak. I was told that maintenance would be coming to my room the following day between 1:00 and 3:00 On the following day at 3:00 I again called the front desk to ask if maintenance was still coming to my room, I was placed on hold and when the guy picked back up he said that maintenance would be up shortly. I called back about an hour later and was told that maintenance left home for the weekend and they said that he must have forgotten to come fix the crack and water leak. Today is Tuesday 10/17/23 and maintenance still hasn't come up to fix anything. I don't care if it gets fixed or not. I told the person staying in the room next door and he said that he also has a crack and water leak in the same area. This hotel is quick to charge credit cards but does not follow up on maintenance when we...

To the Management of Extended Stay America Monrovia:

I want to give 10+ stars to Audrey and Gabby who are the embodiment of what great customer service is about. My sister and I came here after a nightmare one night stay at another Inn. We were tired and beat down from that terrible night and these “two” angels came to our rescue. They were caring, compassionate, sensitive, and yes, even loving as they helped us. They put us in a marvelous room and accommodated our every need as best they could, which was better than expected. We were always greeted with a smile that made us feel special. I’ve been at this Extended Stay America many times, as well as others, and the service is always the same, AMAZING. I should have come here first as my mind told me to do. I was a day late, but it worked out for us in the end and it gave me even more appreciation for this wonderful establishment. If we could stay here for the whole month while looking for a new home, we would. We feel blessed to have whatever time we can afford and Audrey and Gabby are a part of that blessing. Thank you ESA…Again!

Sincerely,

Tenia Christian

Addendum July 1, 2021: I can't believe we're still here after 5 months. It was supposed to be a short stay after being displaced during the pandemic. They say home is where the heart is; I guess this has been home. All the staff are so nice and very accommodating. They've been so considerate and helpful when we really needed it. The past few months have been taxing and a test of faith. It’s such a pleasure to come back after a tiring day and able to rest comfortably in such a nice room. I see how hard they all work even when short handed, to keep this hotel running smoothly. Sometimes people are a bit “rushed” and a little impatient but the staff maintains its friendly and hospitable attitude. I enjoy talking with them. When I had a health crisis recently and was hospitalized, my sister told me how concerned they were and sent prayers and well wishes. If you’re having an issue in the room or elsewhere in the hotel you can always reach someone. If you need something, they go out of their way to bring it to you, especially at night and always pleasant.

So I want to personally thank the GM, “On the ball” Audrey, and all her great staff: “Get it done” Gabby; “No worries, I got that” Destinee; “What can I help you with?” Belin; “A smile that lights up a room” Amanda, “Cool, calm and collected” Alex and all the super hardworking housekeeping and maintenance staff.

Again, thank you Extended Stay America Monrovia. You gave us all a safe, comfortable place to...

Let me say that I rarely write reviews for hotels but under these circumstances I felt I needed to do so. First of all we needed a place to stay for 8 days while my brother was beginning his treatment for a bone marrow transplant at the City of Hope and I was his donor. The location is great and only 4 miles from the COH. The affordability is great but I guess you get what you pay for. It was nice that they had a kitchenette but complimentary dishes & cooking, toaster, etc. where upon request. The coffemaker ( we never got one after several request, no follow thru) but we did get one packet of decaf coffee that’s all they had. One plus was that they provided a complimentary breakfast which was nice. Getting housekeeping service was great for the first two days after that we had to ask for towels. On Sunday my brother was admitted to the hospital and I requested that the bedding to be changed at 11:00 am at the front desk. I told them that we would be gone for a couple of hours. After returning the sheets had not been changed and spoke to one of the housekeepers in the hallway and she said she doesn’t do the beds that I would have to request at the desk. So I requested again and was told it would be done toward the end of their shift due to it showed us checking out even though we were there until Wednesday. By 4:45 I went down to the desk and was told that they had to wash the bedding and it wouldn’t be done for a bit. Went down again an hour later and was told it would be in 30 mins. Finally at 7:45 the sheets arrived at the door and since there was only one person working at the time I had to make the beds. Their communication is awful and they need to be more proactive with their customers. The hotel itself needs more upgrades, and cleaning wasn’t their priority. The trim on the countertop edging was peeling off and needed to be reglued. Toilet seat was sliding off. Stains left on the wall. They need to pay attention to the details. I do have to say that I can’t believe how trashed the parking lot was by guest staying there, their lack of respect was awful. Perhaps they need to have trash bins in front in order to prevent this. If you want a cheap place to stay with no customer service this place is for you, however I will never stay...