Extended Stay America Select Suites- Roanoke - Airport — Hotel in Roanoke

My best friend and I stayed here last week for just an overnight stay. The next day there was a separate charge of $50.00 on my card in addition to the room stay payment so I called the motel directly and asked what the charge was and the lady explained to me it was a "smoking fee" charge. I told her that we did not even smoke in the room and she said to me that we Must have smoked in a non designated spot and that I would need to speak with the GM in order to have the charge removed. My best friend and I figure we go up there to speak with the GM face to face so we can find out about this charge a little more and was told the GM just got in and needed time to settle and he 'had other things to do." I explained to the front desk attendant that this was an urgent manner and that we as customers should have our concerns addressed. the GM was Nahinul Haque who come to find out was the one that my best friend stated the night before when she left the room to go and SMOKE, was standing LITERALLY OUTSIDE OUR DOOR at 1 in the morning when she went outside the room to take a cigarette break and he directed her to smoke downstairs across from the hotel, in which case she complied. Nahinul stated he was NOT refunding my money because my best friend had the cigarette already lit when he caught her coming out the room. My best friend argued to him this was not true and that before she could even get the cigarette lit he had already told her to make sure she smoked it downstairs in WHICH SHE COMPLIED. He was arguing that he saw what he saw, so it was basically his word against ours!!! OMG this cannot be happening at this point, so we asked him to pull the cameras in which case Nahinul stated there WERE NONE! UNBELIEVEABLE! I told him NOT TRUE as I myself am a NONSMOKER and I cannot not stand the smell of smoke, so he could NOT have seen my best friend come out of the room with the cigarrette lit! if that is the case, why didn't he charge the smoking room fee? he STATED , I was lucky he didn't charge the room fee!! then if the matter was not worse enough, the (WHITE) front desk attendant whose name was Cheyenne comes out of nowhere and THREATENED to call the police on me and my best friend if we did not LEAVE! SO YOU SEE TWO RIGHTFULLY SO IRATE BLACK WOMEN AND YOU WANT TO THREATEN TO CALL THE POLICE? the GM DID ABSOLUTELY NOTHING TO RESOLVE OUR CONCERNS AND HE ALLOWED HIS EMPLOYEE TO COME FROM THE BACK OF THE OFFICE TO THREATEN US WITH THE POLICE? THIS WAS THE WORSE EXPERIENCE AND HAVE NEVER, EVER BEEN TREATED THIS WAY BY ANY HOTEL/ MOTEL I HAVE EVER STAYED! I FELT AS IF THIS MOTEL WAS RACIALLY PROFILING AND DISCRIMINATING AGAINST US BECAUSE WE WERE TWO BLACK WOMEN. BEFORE WE EVEN WALKED IN THE LOBBY, THERE WAS A WHITE GUY CLEARLY ON THE BALCONY SMOKING A CIGARETTE!!! BEFORE WE LEFT OUT, WE DEFINITELY LET THEM KNOW THAT TOO!!! When my best friend and I asked for the number to corporate, GM gave us the number and we waited for the police to come as I called the corporate office from my phone. As I am outside waiting for the police to come, ANOTHER FRONT DESK ATTENDANT COMES OUT TO INVESTIGATE THE CLAIM THAT WE MADE ABOUT THE WHITE GUY ON THE BALCONY SMOKING, AND SURE ENOUGH, THE SAME GUY WAS NOW ACROSS THE STREET SMOKING HIS CIGARETTE!! (I WONDER IF THEY WILL CHARGE HIM 50.00????) I WAS ON THE PHONE WITH CORPORATE FILING A COMPLAINT AGAINST CHEYENNE AND NAHINUYL HAQUE, who had already had his mind made up he was not going to remove the charge as he kept trying to state that I signed his policy. I REPEATEDLY stated to him, that I understand his policy, but there was no violation broken here, you saw my best friend come out with a cigarette, that you claim was lit, but still makes no sense bc he should have charged us the full smoking fee violation, SO we asked, YOU ARE SAYING THAT YOU CANNOT COME OUT OF YOUR ROOM WITH YOUR CIGARETTE? he refused to answer!! (AND THE POLICE NEVER SHOWED EITHER, I WAITED FOR AT LEAST...

The individuals who “manage” this hotel have a close to zero sense of efficiency or professionalism. When I first checked-in for my 2-week stay, I was provided with a room that hadn’t been attended to since the last occupant had left, even the bed hadn’t been made. I had to wait an extra 15-20 mins before I could check-in to another room. During my stay, the elevator was utterly filthy and smelled daily like urine as if some homeless idiot used it as a restroom. This extended stay did not provide any cookware, coffee pot or utensils, as is normally provided. The air outside my room reeked of marijuana almost every second day. When I asked where I needed to dispose of my garbage, I was told by one of the managers that all guests were expected discard it at the far end of the parking lot, in a large garbage bin, instead of providing conveniently located garbage cans on each floor, as is customary with most extended stay hotels. Several lowlife guests would leave their garbage outside their door, in the walkways, which would pile up for days. The hotel’s main garbage bin was overflowing with all kinds of junk pilling up around it. The entire area of this hotel was littered: the elevator, walkways and parking area. It was disgusting. Five times during my 2-week stay, I couldn’t get in my room, as the key-card wouldn’t unlock my door. One morning, before the lobby was open for business, I couldn’t get back into my room after getting something out of my car. The light on the door lock showed “green” but it wouldn’t open. I had to wait for over a half-hour for an attendant to let me in, causing me to be late for work. One evening after work, I arrived at this hotel to find that all the fire alarms were loudly blaring, after some kid had mischievously pulled one of the fire alarms. It took over a half an hour to get the Fire Department to turn off the alarms, as the local management “didn’t know how to do so”. It felt like this hotel was occupied by lowlifes, druggies and criminals. If I was to be the manager of this hotel, I would hire a full-time tough security guard to ensure everyone followed the rules and immediately evict those that don’t. I would hire a reliable janitor to ensure that the premises were kept clean and garbage-free at all times. I would provide guests with garbage cans on each floor for convenient disposal. I was told by a manager that they charge guests $50 if they don’t dispose their garbage. In other words, they attempt to “profit” by those who leave their garbage at the door. I’ve stay in many ESA hotels for close to 2 decades. This one is...

⭐️⭐️⭐️⭐️⭐️

From the moment I arrived, I knew this hotel was something special. The check-in process was seamless, and the staff greeted me with genuine warmth and hospitality that immediately made me feel at home. Every single team member I interacted with went above and beyond to ensure my stay was perfect.

The room itself was spotless, beautifully decorated, and thoughtfully designed for both comfort and convenience. The bed was incredibly comfortable—I don’t remember the last time I slept that well in a hotel. I also appreciated the little details: fresh linens, a fully stocked bathroom, and the stunning view that made mornings and evenings equally enjoyable.

The amenities were top-notch. From the fitness center to the pool area, everything was well-maintained and inviting. The on-site restaurant served some of the best meals I’ve had while traveling—fresh ingredients, generous portions, and impeccable service. Breakfast especially stood out, with a wide variety of options to satisfy every taste.

What truly set this hotel apart, though, was the atmosphere. It felt like a perfect blend of luxury and comfort, where you can relax yet still feel indulged. Whether I was in my room, at the bar, or walking through the lobby, there was an undeniable sense of care in every detail.

I travel often, and this was by far one of the best hotel experiences I’ve ever had. I left feeling refreshed, well taken care of, and already looking forward to coming back. I would recommend this hotel to anyone—whether you’re traveling for business, a getaway, or a family trip, this...