Extended Stay America Suites- Washington D.C. - Reston — Hotel in Reston

Having loud guests outside our room at 2-3am is not an uncommon occurrence here. Usually they disperse within 5-10 minutes. However, tonight was different. A group of clubbers (I know this, because I can hear EVERY word coming out of anyone's mouth that is within 20 feet of my door! This is with window and door shut too!) were outside of my door. Considering it is 3am and they are most likely some level of intoxicated, I decide to call the front desk to ask if they would handle the situation. The employee, "Victor", on the other end of the phone was screaming at me for calling, and just before hanging up on me, told me the people were already gone.

Now... I'm a pretty reasonable person. I have been at this hotel for three months now, and the staff is pretty great, ASIDE FROM "VICTOR". This is the ONLY reason I have given this two stars instead of one. If this incident did not occur, the rating would likely be four stars.

So, "Victor" (the reason I have this is quotations is because I do not 100% believe this is his name. I will explain more about that in a bit) upset me so much, that at 3am, I got dressed, left my hotel room, had to walk through a crowd of individuals that smelled of booze and urine, all to go speak to "Victor" at the front office. When I arrived there was a guest checking in, so I didn't say anything and waited my turn. Once the guest was done and walked away from the counter, I calmly asked what the employee's name was.

He responded (keep in mind, that every time he spoke, he literally yelled at me in an incredibly aggressive and angry tone) "WHAT, WHY!!! WHY DO YOU WANT MY NAME". At this point, I was really surprised. What if I was just a guest checking in, and simply wanted to know the name of the employee I would be addressing? This tells me he speaks to everyone like this. I responded "Are you not an employee here? What is your name?" Again, he refused to tell me his name. Fortunately for him, his grease and food stained shirt did not have a name tag.

I explained why I was upset, and what communication errors he made. He again started to yell at me. When he paused, I explained to him the way he was acting is not indicative of good customer service. Again... he yelled at me. So I asked his name again, which is when he said "Uh...Victor". He seemed very unsure about the name he just gave me, which is why I do not trust or believe him.

Keep in mind I recorded the entire conversation, and will be speaking to his supervisor and the corporate office in the morning. This employee should seriously be fired. After I saw the way he treated the first guest checking in, in combination with the way he treated me, it is clear this is not the place for him.

The other main thing I will say I dislike about this hotel is that sometimes when you go to the lobby, there is no one at the front desk - which is fine: you just say "Excuse me" or "Hello" and usually someone comes to the desk immediately; However, about 2/5 times I go to the lobby, no one comes to the desk. I can hear them talking on the phone with their friend, or watching TV and laughing, or eating potato chips, yet they feel no need to greet and assist a customer. It's very disappointing, as I truly believe this hotel could be among the best...

WARNING!!! this review is based off of a two week stay and personal experiences I can't stress enough how you've been warned. When writing this review the question is where to start, and it's definitely with the drug addicts and crackheads. They roam the hotel LITERALLY ALL HOURS OF THE DAY AND NIGHT. I have had to confront many of them for smoking and drinking while being loud in front of my room while my child was inside trying to sleep. They ask for money from you and pan handle on the main road in front of the hotel. They all seem to be staying in the back half of the hotel were if you take a walk around there is covered with trash, bed sheets, and a foul chemical smell which I'm pretty sure they're cooking drugs. Only reason I say that is from conversations with police who are always there and not just officer's, I'm talking crime scene investigators, forensic teams and detectives. I've had one who was extremely aggressive threaten me in front of a staff member and he was scared to say anything to the guy. I have family in the military and I don't play those games but sadly I myself couldn't do anything out of safety for my family who was with me. So if traveling with wife or kids or just girlfriend be vigilant at all times. Next is the staff, Sheraz the GM is an amazing person always helpful and always in a great mood. There is only two other people who are on top of their game, the only female front desk worker who's name I don't know and an older gentleman who I've only seen 3 times in the two week time period who's name I also don't know. The rest of the staff needs to be fired immediately without question. The amount of disrespect, disregard, and lack of help from them is beyond belief you'd swear you entered the twilight zone. I have been told I eat too much because I have to cook for my family and clean the dishes but they don't want to provide dishsoap for you to clean them even though they are supposed to. Guy literally told me he wasn't giving me anymore.... absolutely wild. The same guy who did nothing about the aggressive crackhead literally told me to have my fiancee and child use the floor towels they provide that people pee and have their crusty feet all over to dry off with because he didn't want to go get regular clean towels at the moment. The "Breakfast" is just hot water, hot coffee. Old granola bars and muffins BUT the area they provide this stuff is always dirty and theIr has not been any muffins or granola bars in the last 4 days. I spotted a worker flirting with a customer who was staying here and gave her fresh ones from the back but refused to fill the basket in the common area for others. On top of all the madness I had to clean my own toilet because room service lacked the proper training on how to clean rooms. It's absolutely wild here. They don't change the sheets or cover's on the beds just retuck them and I've been addressed as bro and dude by staff as well. If you have a good head on your shoulders your spider sense while go off when you arrive. Be aware having family here and bring everything from cleaning supplies to dish soap and clean bedsheets you'll probably need...

I stayed in Unit 104 on 6/24/24. If I had to stay a second night, I would have slept in my car.

My "non-smoking" room REEKED of stale ashtray. As a former smoker, I'm not generally offended by the smell of cigarettes; this unit had been subjected to long term ashes. Even the pillows were infused. There is no way this unit passed a managerial housekeeping check. The only attempt to mitigate the odor was to turn on the anemic range hood fan.

The previous chain-smoking occupant obviously intended to steal the TV. The anchor tying the dresser to the wall had been ripped out. The cable connection to the TV was disconnected. The TV was unplugged from the wall. I had to restore all the connections before the TV worked.

For what I paid, the accommodations were adequate; I didn't expect granite countertops or a marble-tiled shower. Except for the ashtray stench, the cleanliness of the unit was acceptable.

My brief encounter with the staff was congenial. I slap my own wrist for not requesting a different room, so I can't speak to the staff's face-to-face response to complaints. Perhaps they address them wonderfully.

The “free breakfast” was an assortment of grain and fruit bars and instant oatmeal. No milk. No cereal. No juice, much less actual fruit. I was able to pour one cup of coffee, but when I returned for a second only 1/2 hour later (around 8:15), the decanter was empty, with no attendant in sight to refill it.

I tried to submit feedback of 914 characters (including spaces) on the Extended Stay corporate site, but the site would not accept it despite its assertion that the character limit is 2,500. I wanted to give management the opportunity to address my issues before making it public, but both the hotel site and corporate site don't provide the means to do so.

This review is not addressed to the staff, except to the extent that the room stunk to high heaven, basic electronic functionality was not confirmed between guests, and I the breakfast was lacking in both quantity and quality. I'm sure they're lovely people doing their best to accommodate...