Extended Stay America Select Suites - Atlanta - Cumberland Mall — Hotel in Smyrna

I have to say that this was one of the worst levels of treatment I have ever gotten from hotel staff as someone who was only on the phone trying to assist with reservation details that I was NOT given prior to booking a room for a relative of mine. And trust me, I've been at hotels for business and leisure purposes.

Typically, I book a hotel room with my employer discount, but I decided to book directly with Extended Stay after receiving a better offer via phone. I had reserved the room for 2 weeks and I was also advised to sign an authorization form to confirm what charges I would like to add to my card or not. I filled out the form to exclude incidentals.

What wasn't told to me was that when the guest checked into the room, they had to pay a deposit for incidentals. I tried to have a conversation on the phone with the person at front desk to explain what the $100 charge was for if I declined the incidentals. Ultimately, he said it was for "rent." He couldn't explain to me what it was for when he first denied that I signed the authorization form, then he confirmed that it was received, and STILL couldn't break down the charges for me.

I have no problem paying for it if there is transparency but there is a problem when someone who is supposed to represent your business can't even explain what the charges mean.

He became increasingly irate, and then decided to cancel my whole reservation in retaliation, as well as speaking rudely to the guest I reserved the room for. He said his name was Beckford, but I'm not sure if he made it up or was very proud, but I can say that the guest and I was not rude to him at all, but I was very confused to why he was unable to answer something that may be more common.

I tried to speak to the customer service reservation staff you had on the line, but they had contradicting information about what the deposit was for. They indicated it was only for damages that was done to the unit that needed to be covered. I still didn't understand why that wasn't clarified originally.

I tried to reserve for the second time online, and spoke with a representative named Robin, who gave me clarity on the charges and the limits that they had, and wasn't sure if the hotel would cancel the second reservation. I informed her that I would look elsewhere and to cancel the reservation.

To her surprise, she said that she did not do it because it was already done. At the same time, received correspondence from the person I reserved the room for. They indicated that the front desk person who accosted her also LOUDLY said to cancel the reservation to another worker. Loud enough for her to hear, like he was proud of himself.

FOR WHAT? WHAT PURPOSE DID THAT DO? WHY DID HE HAVE TO DEHUMANIZE HER LIKE THAT? FOR FUNSISES???

I was planning to have her stay there for at least 2 weeks, but it did tell me that it was a good thing that she didn't stay, because who knows how she would've been treated for the remainder of those weeks.

I did end up booking at InTown Suites instead. The staff was a lot more friendly, answered my questions, and didn't get an attitude problem.

All I can say is this.

You should be able to explain your policy. If you do NOT know how to explain, you should ask. If you make vague details up, it makes the situation worse, and yes, you will look like you're trying to pull the wool over one's eyes. I can't help that this old man looked at the guest, who had several bags, and probably looked exhausted, as probably as someone not worth the time or not having money. And that's fine, because I gave it to another business who treated us both with respect, kindness, and even though they cost more, it was worth every penny.

So I will NEVER recommend your location to anyone, and unless you give that "I'm above you" attitude type manager some anger management training, or better engagement tactics, I'll just know that you'll treat anyone who asks simple questions they can't answer like garbage. There is no way I can believe you can employ someone like that to be a manager of...

Let me start by saying… I’ve really been trying with this place, before leaving a review.

My first night here,I saw multiple roaches in my room. I immediately tried to actually move my reservation to a different ESA location ( because I had booked for the week) , and I was told I couldn’t do that. So I settled for getting my room switched in lieu of having to wait over a week for a full refund and then still having to book somewhere else. So, they switched my room the next day, and offered me a refund for the first night, which I greatly appreciated.

Moving forward, the second room I was in seemed nice INITIALLY. There are a few things that I’d like to point out. For one, there are people who sit on the steps and make noise at ALL hours of the night. And I mean.. they get LOUD. Nothing can be done about this unless you’d like to call the police. And who really wants to go through all of that?

Secondly, the water smells bad. I mean, musty like. I googled it and it’s most likely because of bacteria in the water… GROSS. It’s so off putting that I really don’t even want to use it while brushing my teeth and my showers are super quick. I don’t want to give my daughter a soaking bath in it so I simply have been showering her as well.

Towels are $2 , when they only give you 2 per week, so God forbid that you have a guest or you have to use a towel to clean something up… say for instance , their sticky dirty floors! BRING ECTRA SOCKS or house shoes people( I normally do, but I accidentally packed mine in storage 😩)

People leave trash in the stair wells and it smells horrible.

During the week and a half that I’ve been here, my daughter has come down with some mild congestion, I’m aware that it could have come from anywhere, but I’d caution you all to take a look at our vents… which are located directly above the bed. I mean, the black is dust. I attempted to clean it myself but didn’t proceed due to there being no real irrigation to get the dust out of the room, and I didn’t want to leave the door open. I mean, how hard is it to either clean or change the vent? This looks like YEARS OF build up, and it’s just careless.

These rooms may not be the most expensive, but they certainly aren’t cheap and will run you about $500/ week on average. For that price, I expect a lot more.

Not to mention that the overall room wasn’t sanitary. I had to “mop” the floors by using cleaner that I bought, and water and a towel… it’s like housekeeping literally gives everything a light wipe down , changed the towels and sheets and then leaves and they hand the key over to the next guests. I really wonder when’s the last time they did a deep cleaning of these rooms.

If you’re looking for a place to stay for a night or two , then ok. But if you’re really going to have an “Extended Stay” then I’d take my money elsewhere. For cleanliness, and sanitation issues alone.

I’m having a very hard time understanding how a multi million dollar company can still be thriving , and yet their lack of enthusiasm for customer service and cleanliness is so blatantly obvious. Maybe it varies from location to location… but as far as this location goes, they could stand to invest into renovations, sewage, hiring more housekeeping staff,and security. Because; this is just not cutting it.

The only saving grace is that the location is good and the front desk staff seem...

This was hands-down the worst hotel I've ever stayed in. My first room had a defective entry light, a malfunctioning air conditioner which cycled on and off every seven minutes, a phone which did not work, and a warped exterior door which sealed so poorly that sunlight shone under it. The room did not appear to have been cleaned, only replenished with bath linens and soap.

I requested another room in the morning, and was given one which initially appeared to be okay despite having not been vacuumed. It was only after I began settling in that I discovered issues there. The door, like the other, did not seal well and let in heat, humidity, insects, and quite a bit of noise. All rooms are exterior rooms, and the property is near a thoroughfare which sees quite a bit of public safety traffic at night, so you can expect to be awakened at all hours by sirens. I encountered a roach when plugging in the alarm clock, and another when preparing to leave. There was a rank odor which only became obvious after getting in bed, and was resolved with some air freshener from a nearby dollar store and leaving the vent fan in the bathroom on for a couple of days. The bathtub had no stopper, and appeared to be mounted poorly so that water did not fully drain from it. Housekeeping did not clean my room the entire time I was there, despite two requests and an assurance from the front desk that it would be handled. I had to secure fresh trash bags from the front desk, and left them outside my door since I had no idea where to take them. The bags remained outside my door until the day I left, a clear sign that housekeeping was not doing their job.

Apart from the horrible conditions, the property seems more concerned about profit than guest satisfaction. The free Wi-Fi is clamped down to a miserly 93 kbps, much less than other hotels I've stayed at. Business travelers will definitely want to bring along a cellular hotspot or be prepared to pay for the premium (uncapped) Wi-Fi. The laundry facility is a stiff $2 per washer or dryer cycle. The cable television quality is terrible, and the selection of channels could be better. Facility maintenance tends to be early in the morning, so you can expect to be awoken by a leaf blower. Replacement linens are only available through the front desk, and you have to present the dirty linens to get them. While the property is safe enough, there is no security present (and I had to endure a drunk carrying on a quite loud conversation from the balcony outside my room with someone sitting in a car in the parking lot below).

The staff I dealt with were acceptable, but certainly not a saving grace for this horrible location. Rooms are quite smaller than they appear in on the hotel Web site, and business travelers will find the high chairs and counter in the kitchen quite uncomfortable for working on. The front desk is not staffed during evening hours, so checking out at dawn required leaving my room keys atop a call box outside the office door. I have never been so happy to depart a hotel in my life, and will...