Extended Stay America Select Suites - Atlanta - Marietta - Windy Hill — Hotel in Smyrna

I don't usually do post comments about an establishment...BUT...in this case its more than warranted. Here's the short version...

While moving into our new place, we were advised that our new home was one day behind schedule. So we decided to utilize our 2rd BOG (Be Our Guest) Certificate from our previous visit. Bear in mind, the previous BOG's were for issues at locations in Nashville (desk attendant was no where to be found...took nearly an hour to get checked in and we were assigned a dirty room) and Memphis (another dirty room...and I mean not serviced et al).

Upon making the reservation, I was told that my wife would be able to check in with no problem. Once my wife arrived, the desk manager decides that she is unable to do so. Being a mortuary tech on the evening shift, I had to rush from the funeral home to the location to complete the check in process and rush back. The clerk offered no explanation nor apology.

Being an road warrior, I knew to complete my review of the room. When I finally get to the room, I noted (1) the sink had not been thoroughly cleaned, (2) the door to the room had some sort of splashes on the bottom as if from careless mopping, (3) there was hair in the tub, (4) the was makeup on the inside of the shower curtain (5) along with OPIM [other potentially infectious material] on the outside of the same. But the straw that broke the camel's back was the fact that there was a live BEDBUG walking across one of the beds toward my 4 year old daughter was sleeping there.

I immediately went down to the front desk to tell the manager and be moved to another room. The laundry attendant advised that the manager was in another room and would be available shortly. After about 15 minutes (and 3 more times in 15 minute intervals) I called back down for an ETA. The last time, I was told that the manager had just left the building.

Mind you, after two attepmts I called for Customer Relations (3 times) being on hold for 11, 18 and 38 minutes each time with no response.

Upon checkout, I stepped out of the room and like someone else said, there was a smell of weed in the hallway. As I was begining to describe my experience, the day attendant, with a very sterile look on his face said, "corporate already put in a note and you will be receiving a call on Monday." This answer was parroted with every question, with the exception of asking for our id's for the "claim that corporate will be filling..."

ZERO STARS AWARDED (wishing I could deduct stars from previous comments...even beyond negative balances).

I'm curious to know what they are going to say...

I have truly enjoyed my stay here at this location!! There were a few things that could have been better, but I feel those issues on housekeeping and,or maintenance. The manager , Keith is absolutely amazing!! 💕😍 Never had a manager at any place I've ever stayed, go the extra mile for the customer..the way he has. I encountered Ursula, and my goodness!..she's such a sweetheart!!💕😍 She's another individual that goes the extra mile to see that the customer is happy. She smiles, that's definitely a plus! BUTTTTTT, there's this one lady 😡😡😡😡 I can't even tell you her name. She's never at the desk. She will come to the desk and see you there and still go in the back for a minute, before acknowledging you. She stood looking at my spouse, but continued a phone call on her cell for several minutes before acknowledging him. I asked for a pot, and forks to feed my babies..and she huffed and puffed. I asked for towels, and was told I should have gotten them earlier in the day. RUDE! EVERYTHING ABOUT THE TONE, AND THE HUFFING AND PUFFING pissed me off. But because I have 13 years in customer service, I didn't treat her the way she was treating me. I continued to be kind. (Thank you ma'am! Thank you so much! I really appreciate your time! You have an awesome night!) There was a guy that came to check in as I waited for her to retrieve the items I needed. As I waited to enter the elevator, I could hear her tell the guy, "I don't know what you want me to do about you being a light sleeper." I heard what he asked, but it was truly a better way to handle the situation. Perhaps, "I apologize sir. I can't guarantee you a room in a quiet place." Changing her tone would have been nice as well. Not slamming down the pen and pecking the keys of the keyboard loudly..with attitude..still huffing and puffing. When I see her down there, I turn around. I'd rather let my spouse deal with her. Her negative spirit can potentially kill my positive spirit. My family is truly dealing with a traumatic situation, so encountering a happy, smiling, positive person means a lot. It goes a longggggg way. You never know how or when you are impacting/or can impact a person's life. Despite my circumstances, I strive to continue smiling each day, and to impact a life each day..along the way. A simple, Good Morning.. Or any salutation could go a long way. Again, I enjoyed my stay! But, the older lady at the front desk could have made it terrible. Keep up the good job Keith...

Im a huge review reader. My husband is now too after this event. The hotel itself was overall dingy, poor lighting inside and outside the hotel. The hotel is basically surrounded by thick woods, as you drive around the back of the hotel, there is very minimal lighting and quite sketchy to put it minimally. The carpets in the hallways were beyond nasty. Everywhere was covered in specks of paper trash etc. Everywhere gave the aroma or stale cigarette smoke. Our first room we checked into was a disaster. One of our beds were wobbly and the frame was basically broke. As we bent down to see if we could adjust the frame ourselves, it was then we discovered multiple pairs of socks, coat hanger, multiple pieces of trash, bottle caps, paper trash etc under the bed. Everything in the room had a sticky film on it. We spoke to front desk, they did provide us with a new room. I will give them that, and that was appreciated. Only the 2nd room, while under the beds was mostly dust, there was a wadded up used towel in the top of the closet, multiple human nail clippings in the bathroom drawers, yellow unknown substance in the corner of shower, can not say for sure but it definitely gave a urine appearance and there were several long hairs stuck to the side of the tub. My son discovered when he got in the shower. He promptly turned around and got right back out. It felt like a crime scene with all this DNA evidence thrown about. During the brief 30 seconds my son had gotten in the shower, my husband had gone down to front desk to obtain additional washcloths and towels, as we only had one washcloth and one hand towel for 4 people to use. When he came back to the room all he was given was 2 more washcloths and 3 more hand towels as the rest were in the wash. At this point after i read multiple reviews describing their stays, that 100% sealed my decision. We litterally packed it up and left 3 hpurs after checking in. I was so disgusted that i was to the point of sleeping in my van with my kids and husband because it was cleaner and safer than the room we were paying for. I am a wound nurse by trade and am very accustomed to nasty things, but I have never in my life been in a more filthy hotel. WOULD UNDER NO CIRCUMSTANCES...