Extended Stay America Suites- Seattle - Southcenter — Hotel in Tukwila

We had booked this hotel for two days for a wedding that we were going to in the area. We travelled for 6 hours by plane arrived to the Hotel 8:30 PM, the lobby area was quite dirty and there was one person at Desk and she gave us one room key instead of two because she was short on keys (never had that happen before). We went to the room, the hallways were disgustingly dirty and smelly, we open the door to the room which had not been cleaned from previous use, the bed sheets were dirty, there was garbage piled up in several areas and everything smelled terrible. We went back to the front desk and the she began to work on her tablet to get us another room which she said she had - it became clear she did not know how to do this and got on the phone and was talking to one or more individuals for an extended period of time and then all of a sudden she tells us that there is no rooms, that the system is over booking all the hotels in the area and she will give a refund and we will have to find other accommodations. My wife was shocked, there was no offer of help or any empathy for the situation we were in, she treated it as business as usual, when I asked to speak to the manager and expressed my disappointment that there was no help to at least point us in the right direction. We were told that he cannot be called until Monday, I have never seen this before where mangers cannot be reached to resolve issues, she began to tell us that we were hostile and that we should leave and that she would call the police, she repeated this to my now crying wife - she also called her husband who eventually showed up with a Pit Bull by his side inside the premises, I guess to send a message, obviously the police were never called, we were on the side with our cell phones trying to find a place to stay. Besides the hotel being dirty with no cleaning staff to clean a room that would have resolved our issue, the desk person (her name is Sydney D) did not know how to use the hotel software, had no training in costumer service besides to pull the "your hostile routine and leave or I will call the police" - This women offered no help, did not ask us about our situation that obviously had been made difficult by what had happened - this clerk was poorly trained and lacked any empathy and could careless. The refund was basically her writing the word refund on the invoice with her initials SD, of course this is not a refund but by this time whatever we said she called hostile so we stopped talking to her. She should not be in contact with customers and people in general. Besides this complete abuse from this person, what we saw of the hotel, we would encourage everyone to stay away from this place it is dirty and completely un kept. Not being able to find a Hotel after an hour and half on the phone we decide to call an Uber and go back to the airport, the driver was a god send and he took the time and helped us until we found a place to stay, he restored some of faith that there are decent...

The room was decent enough in terms of the amenities, aesthetics, and what have you. Pretty much what you would expect from an extended-stay type of property, I.e. , full bathroom with shower/tub, refrigerator, Two-burner stove top and small kitchen area, All of which was adjoined to a Moderate sized living space with bed, small dresser, and television.

What immediately struck a ‘sub-standard’ cord However, was the powerful and mysterious blend of unpleasant odors emanating from the rear (bathroom/kitchen) of the room. The noxious blend of smells seemingly was brought on by a large amount of cleaning liquid being used to cover a previously existing (I suspect far worse) stench, which had only served to create a nauseating cacosmatic experience for the olfactory glands that was frankly, altogether missable... thinking it may just be my traveling companion and my own sensitivities, we braved it out for an hour or two but the smell never really subsided and it was upon leaving the room for an hour or so and then returning that we confirmed the existence of a really, really stinky hotel room for the night.

As travelers experienced with all manner of unexpected hotel “surprises“, we did not take it personally and could understand that these types of things may happen from time to time. I mean, after all: they had at least attempted to eliminate/cover the terrible smell with a (better smelling) bad smell, right? With all that said: we decided to at the very least, explain the situation to the front desk and humbly request to move to another – –less stinky – – hotel room to retire for the evening and the rest of our scheduled accommodation.

It never ceases to amaze me how crucial the response/reaction portion of any event can be in determining the overall take away that I, as a consumer, am left with. I’m gonna think this is especially true in service-related transactions. The response/reaction by the Front desk to our modest communication of our hotel room’s status and request for accommodation/relief from such status was, to put it bluntly: terrible. We were left hugely unimpressed by the at best : curt, but more accurately: condescending manner that the individual who ‘listened to us’. Without offering even one scant apology, we were subjected to a bevy of excuses, which at times bordered on diatribe/lecture regarding the reasons why we—seemingly specifically (bc of our booking only being for one night)—our concerns/issues would not be taken seriously or mitigated, even in the least of ways. This individual, whose name tag read: Shredder, came off as wholly arrogant, smug, uncaring, and well, just not suited for the role which she was appointed to on the evening we stayed at this property.

It is with these reasons in mind, that I would not recommend booking travel at this property, at least at this location, without shedding the light of our personal experience...

I traveled to Seattle, WA for work, and I often travel for work. I prefer staying at extended-stay hotels because I enjoy cooking and don't always want to eat out. I stayed at Extended Stay America - Seattle - Southcenter for just over two months. I expressed some dissatisfaction with the condition of my room and made a reservation for another room at the same hotel. The manager told me I could move to another room, but the housekeeper was absent that day, so I had to wait until the next day to get a new room. Six days later, after I inquired, a lady at the check-in desk gave me a new room. She made me a keycard for a different room and told me to take my time moving because the cleaning staff had left for the day. As I was packing to change rooms, some random people opened the door and came in; they saw me and left. Shortly after, a man started banging on the door as if he was going to break it down. I opened the door, and it was the manager, an intimidating guy who started yelling at me. I explained that his employee had rented me another room. He told me that the room I was in was listed as unoccupied and that he had rented it out. Then he left. I moved into the new room and was satisfied it was much better than the last one I was in. However, when I was talking to the lady who facilitated the move, she said (and I assume she did since she was typing as we spoke) she put a note flagging the room, saying that it wouldn't be available until the following day after it was cleaned. The next morning, the manager came banging on the door of my new room and told me I had to leave. He put me on the DNR (Do Not Rent) list. I know this because I tried to check into another extended stay, and the lady told me that I could never stay at an ESA again. I get that there was a misunderstanding, but I don't understand why I'm the one being punished for this hotel’s lack of communication. I get that the manager was likely embarrassed, and I’m sure that the people who rented a room that wasn’t ready or even available were upset. I don't know why the manager chose to be angry and to take his anger out on me. In addition to this troubling behavior, the hotel charged my card for $319, and I can only assume that I won't get my deposit back. I travel for work and stay in hotels/motels most of the year. I have stayed in hotels for extended periods. I stayed in a motel for over a year because the project I was working on and in charge of required me to be there often. Needless to say, I have spent probably half of my adult life living in hotels after leaving the service and I am in my 50’s now. I have never been asked to leave, lost a deposit, or been charged extra fees after leaving. While I would never choose to stay at Extended Stay America - Seattle - Southcenter again under the current conditions, I believe it is excessive for ESA management to steal my money and put me...