Extended Stay America Select Suites - Springfield - South - Battlefield — Hotel in Springfield

Community, I am updating my review & transparency is needed. Whenever I first checked in early August, I admit the team seemed good. I even went out of my way to purchase items, make goodie bags, and write a heartfelt thank you card, w/o signing my name. I enjoy helping others, as I am very passionate about it, however, issues quickly arised with Dwayne, maintenance, who failed to repair my toilet for over 5 weeks. As I was persistent on it being unfair to pay the rate I was required to, as I was plunging my own toilet 2-3 times a day, ultimately resulting in discarding toilet paper in the trash. Repeatedly, (Mindy/Troy), that communication from Dwayne never proceeded downstairs to them, so work tickets were never made. I emailed concerning it as well. Dwayne was very disrespectful directly to me, as well as making untrue statements to management of conversations that never existed, such as stating He had knocked on my door, & I had informed him that I was busy. One time, I walked in the front entrance, & Dwayne, Mindy, & Brandy were in their own conversation speaking of me not reporting repairs that needed to be made promptly. I was told I would be switching rooms (Aka, their 'One time Courtesy'- However, that's not a courtesy, that's an inconvenience and unprofessional having made me wait that long). I began to start itching, and had to treat me head, and it was not too well on my hair. Even after speaking to Mindy about it, willing to offer pics of the bug crawling across my pillow, she said she would try to persuade Troy into offering a appropriate resolution. However, when I spoke to Troy the next day, I was met with, 'I think you need to just find somewhere else to live bc you aren't happy here. All you want is compensation.' I looked over at Mindy, and suddenly it became clear she was dishonest in seeking the appropriate resolution as she had stated previously. Comments were made by Brandy concerning Dwayne, disturbing ones. Also, in the beginning I was searching for new employment & was told by Mindy, that the hotel rules are an employee cannot reside at the hotel that employs them, however, Brandy resides upstairs near me. Also, a lot of fighting between guests resulting in Lance asking guests to leave, the atmosphere was not healthy, as they will allow anyone to stay,which is questionable. Also, housekeeping does not come to clean in a timely manner. Management & Staff speak negatively concerning guests, & Mindy has personally spoken to my mother, which was something overheard. Staff members do not need to be in a guest vehicle. It discredits the company.. I received one free night for my troubles. I was denied info concerning what dates/times tickets were placed for my plumbing and pest issues. Lance stated that it was okay prior to having my mail (Urgent Disability Review Papers) placed in the mailbox, stated he would leave a note for Mindy, and be mailed off Friday morning. Sunday, as I was again complaining of the pest issues in my room, I noticed my envelope on the desk, Sunday Afternoon.. Troy & Mindy pass down management roles down to Lance, to avoid accountability and executing their own management roles as they are required. Faith, housekeeper, is a sweet person. She cleans the rooms well. Trustworthy. I explained to Mindy that I was hesitant on mentioning repairs needing to be made, bc of the tone I was receiving from others when having done so. She assured me to mention any repairs and rest assured she'd have them repaired. #307 not only had pest issues, never addressed, but fridge was popping and leaking. Dwayne came by two days later, ultimately Troy told him that there was nothing to be done about it, even tho Mindy stated they would switch out my fridge. I emailed Corporate stating my concerns and uploading all audio recordings and images to show transparency, unprofessionalism & lack of truthfulness and I was surprised last night, after business hours, 'Troy stated they wanted me to leave'. Again, he left his job to Lance to deliver that to me. Issues will be escalated to...

Revised review.

Had a bit of a rough start, but I am extremely thankful for the lead manager Shana as well as the weekday front desk attendant, Eden. Both employees went above and beyond to make sure that I was comfortable and safe as a single woman who is traveling from out of town. They made sure to communicate what exactly the hotel offers and how they can be of assistance during my stay and that small act of kindness showed that they really do care about being attentive and hospitable hosts to all of their guests.

The rooms came equipped with a small microwave and a couple of burners. If you plan on cooking on site, you will be needing to make sure you have your own cookware, utensils, and plates, but that is not a problem seeing that there is an affordable pricecutter grocery store within walking distance across the street equipped with extremely friendly employees.

The shower (and room) was clean and reached a nice and hot temperature with a delightful water pressure that reminds you to be thankful in the mornings. If you have a dog, there is ample greenery in the area where you and your furry friend can stretch your legs without leaving the property. There is even a nearby bench with doggy bags to help keep things easy for and other guests.

The stay was extremely quiet and I couldn’t hear other guests once I made it to my room, which was nice. All the lights, appliances, and tv work as well as their WiFi. Checking out is seamless too.

Again, it is evident that the lead manager cares about providing a quality experience to all guests regardless of their circumstances, backgrounds, or titles. It was due to her effort that my overall stay was comfortable. I have the utmost confidence that Shana leads by example and cares to correct any issues or miscommunication between guests and other employees if she is able to do so. Team work makes the dream work! Thank you so much Shana!!

Melanie… it was hard to write this review without mentioning her. She threatened me with violence while I was trying to check in early, stalked me from the lobby to the dog park to my car as I awaited to check in for hours, and even invited 2-4 other hotel guests to follow her as a gang and yell obscenities while doing so. She threatened to cancel my reservation several times and communicated to her cleaning attendants I demanded an early check in, resulting in them being stressed, when I was actually asking if early check in was available at all. She made comments about my race and when I asked when an alternative front desk host will be available, she replied with “oh, you’re going to be dealing with me your whole stay honey” with a smirk. I tried using an extended stay reservation agent on the phone to mediate with her where she began to yell and argue with the agent on the phone as well. This issue escalated to the point of me having to call a peace officer to help mediate and confirm that I was able to safely enter the premises without violence or intimidation from Melanie, and her apparent friends that are staying on site. As I’m writing this review, I revisited the rest of the reviews and saw Melanie and her mismanagement pop-up several times. I believe everyone deserves a chance to learn from their mistakes. Unfortunately, as Melanie communicated to me, she has no problem fighting people physically, she has shown that she will negatively involve other guests and employees to escalate instead of de-escalating problems, and makes racially charged comments in 2025. The service between Shana and Eden vs Melanie is like night and day, and unfortunately, it obviously affects both the guests’ and the employees’ experience extremely during our stay. For the sake of future guests, and for the sake of this hotel’s reputation, I hope the employees look at Shana as an example of excellence in the hospitality industry. She did everything she can and could to rectify and settle the situation. She does not deserve to put out fires as the one...

DO NOT stay here. Stay away. Never in my life have i ever dealt with something like this or been treated so badly. My mother and i arrived at 11pm as we had a reservation. We were staying the night in Springfield at the last minute after finding out that we had to pull my grandmother off of life support. We arrived to a hot small lobby and no human being in site. With instructions to call a number for after hours reservations. Called the number and the person on the line said TWENTY MINUTES until the manager would arrive as they are not on site. At this point we said we didn’t want to stay there and asked to cancel the reservation. The person on the line claimed they couldn’t do anything and we had to wait for the manager to arrive. And then proceeded to hang up on my mother after she explained our situation. We needed to use the restroom and there was not one, and the lobby was hot and cramped. We’d been on our feet in the hospital off and all day, and there was no where to sit down while waiting 20 mins for the manager. We waited twenty mins and no one arrived. We called back TWICE asking to just please cancel our reservation we were tired, sore, and distraught. Both times were told to wait yet another 20 mins for the manager to arrive and refused to cancel the reservation. After waiting over 40 mins a gentleman came out and told us she was on her way but it would be another 15 mins. We left at this point and i called the number online and they also refused to cancel, while also claiming their policy stated we could cancel if no one arrived within 30 mins. No arrived in over 40 mins but they still refused and told us we had to wait until Monday to speak to someone to get it refunded. No one we spoke to had an ounce of compassion for our situation. Never have i ever gone to a hotel that a person wasn’t present in the lobby 24/7. Never have i been told i had to stand in a hot lobby and wait 20 mins to get into a room. I’m disgusted, and appalled at how this hotel is ran and i urge you to stay somewhere with a full staffed desk and compassion for their...