Extended Stay America Suites- Atlanta - Marietta - Powers Ferry Rd. — Hotel in Vinings

My children and I had complications with our disability because we were placed in a room with a broken air unit and infested with bugs.

Air conditioning unit stopped blowing cold air in the middle of the night. Along with that the room seems to be infested with lady bugs as I killed at least six of them .My 6 and 9 year old sons and I all have asthma and sleep with the air on low to help with breathing (unfortunately, this is our disability) . This morning I went downstairs to attempt to speak to someone in person. I was met by a rude and aggressive woman attendant. I explained to her about the conversation I had with the gentleman about the late check out, the lady bugs, and most importantly the air unit. Her response was "those rooms are newly renovated so they should work". Wow, that's it? No apology, empathy or nothing? She proceeds to explain (with an attitude ) that she will have to call her manager and see if he can override a 1:30pm check out. I said ok and when you call him will you advise him of the things I shared with you about our room. She responds "I will but the most he will be able to do is a 1:30 check out with no charge". At no point has anyone addressed the issue I had with my room or showed any concern which is what I ultimately wanted. I could care less about paying a 10.00 fee. That was not the point I was making. So by this point as a customer , but more importantly as a mother with two kids that have breathing disabilities, I'm upset at the fact that the woman clearly did not care and want to be working today. I asked to speak to James *(the manager) and she refused me that and said she'd let me know what he says.

By the time I got back upstairs, she was calling the room. When I answered, she advised me that the manager said I could stay free of charge until 1:30pm. I asked he woman to have James call me and asked her what his last name was again and she said Dixon. I asked her for her name and she said "why". I said "because I want to have everyone's name in my complaint because my concerns have not been addressed". She said. My manager said that he will address your concerns when he gets here at 2pm and without giving me her name hung up he phone on me. I called back and asked for the number to corporate and asked her name again, but was told to "have a nice day" and was hung up on once again.

As I was getting back on the elevator when the woman attendant she made down sort of face to me so I threw her the bird out of frustration as the doors closed. She began to come from around the counter as the door closed-AS IF SHE WAS GOING TO FIGHT ME!!. Next thing I know she's banging at my door. I spoke with her through door because at this point I felt she was being aggressive and harassing me at this point she begins to tell me that the late check out was revoked and I have to leave at 11. I said ok. Then I called the desk and said the manager told you that I can check out late- her response "now you can't so you can leave at 11 or I will have the police remove you". Before 11 could come at 9:30am the police knock on my door and advise me that she called them and said she wants me out.

All I wanted was a problem solved for three disabled people who had to sleep in a room and could barely breathe and I get kicked out of the hotel- in front of not only my 6 and 9 year old children, but other guest. I did not have an issues with the other employees that I encountered only this woman when I asked for a resolution.

I have never been more embarrassed and also disappointed in a service. Ps....I contacted their "Headquarters" on Sunday immediately after this happened and filed a complaint as well as emailing the district manger and now almost two days later nobody...

DO NOT STAY THERE!!! Heavy weight/fat girl & curly haired dark woman aka the Staff is deceitful rude weird people, I checked in due to having a newly broken leg and ankle and my apartment being on a 3rd floor I couldn’t return right after surgery so me and my 3 children and my mom who use a Walker from breaking her knee and etc in her past but now assist me with my children. Had to request the dishes and utensils, never would know they had them if I didn’t know what was expected, also had to bed for a broom every other day because no house keeper ever came. The room and space was great, having a kitchen made it the next best thing to home and it was first floor so it was good easier for me. I stayed 4 nights until I went to rebook half hour before checkout due to still being in lots of pain and anesthesia not all the way gone so I couldn’t feel my leg much, and was told I can’t book again because I had the tv too loud and was yelling at my kids too loud (disciplining and teaching them to stop being loud and insubordinate) even tho the knock on the door was on the second day, and they only told me to turn my tv down because they heard it at their desk. I asked what volume number do they recommend because I didn’t know, I’m used to hotels having that maximum set for you. So then I pulled back my blanket because I was laying on the pullout bed with my broken leg elevated on 2 pillows. I also advised them I can’t walk n do much to my children but speak, cnt take them out or anything, so excuse me I didn’t know it mattered at 4pm. Their quiet hours are 10pm-8am so I felt they where bullying and etc for NO REASON. Especially when there are kids running down halls, to vending machines n outside sliding down dirt hills in tote buckets & running in and out, people smoking and hanging out all times of the 24 hour day and night. big problem is I wasnt told til two mornings later I can’t rebook and I’m on the do not allow to stay list. They really lied and said I cursed them out and had my kids standing in corners looking scared, both was false. I had my 7 year old open the door for them as I said my leg is broken I couldn’t get up! If it was true why wasn’t I put out then?! Far as I’m concerned the females may have children (who asked my kids to play with them and come to their room but I said no) n live there because they never said anything to them and I never saw their parents and I stepped/hopped on my crutches outside to smoke my vape sporadically and ALWAYS saw activity and heard lots of activity outside my door all times of night. Hallways had trash for days, how could no worker pick up an empty bag of chip smh. Also having to drive across the restaurant lot was very weird to find the location. Breakfast was just granola bars and coffee. The whole situation makes the company seem unreliable, I needed to be there for the price and convenience but I’ll never book there again! Called to ask did they find my daughter phone in the bed the woman is very rude and uninterested and acts like she had no idea who I was like she didn’t just put me out yesterday and I was...

Sooooo now that I’m finally home from a packed Super Bowl weekend I felt it was a MUST for me to leave a review.....

The BEST part of this hotel is the desk rep Candance. She was sweet, funny, welcoming and very understand. She tried her best to make us feel good about our decision to stay there....

Trying to locate the hotel was a task all by itself. The sign is miniature and cover by shurbs. We called the hotel at least 5xs for help and received no answer! Finally after going 2miles an hour we were about to see a corner of the sign. We arrive to the hotel around 2:30/2:40 and no one is at the desk. After standing there for 2/3min a gentleman comes from a back room and ask how he can help us. My friend says we were looking to check in. Before she can even finish her sentence the employee immediately cuts her off and rudely says check in ain’t till 3p. So we ask is early check in possible. The gentleman says yes but you gotta pay $25 for it. We tell him that’s not a problem we will pay for the early check in what time is that. He tell us very rudely we need to chill out and be patient. Go around the corner and wait in the waiting area and he’ll tell us when it’s ready. Of course offended we tell him to call down there’s is no need to be rude. He then tells us we’ll yall the ones aggressive and upset with me about a policy. I explain if it is a policy then there should be a time associated with the policy. To prevent further escalation we walk away and wait for him to tell us when he will allow us to check in early.

Candance checked us in and again she was AMAZING!! And apologized to us for the previous representative who she tells us is the General Manager. I couldn’t even believe he was the GM with that poor attitude and horrible customer service. She tried to smooth things over and explained he was “over whelmed” due to it being super bowl weekend. But still no excuse.

After checking is 30min later we get the our room and the keys don’t work. Thinking maybe she forgot to program them due to the laughs and jokes lol or it just didn’t register when she did, we take them back to the desk. She issues a second set of keys. It still didn’t work unless you entered the key 4-5xs. This happened EVERYTIME we tried to enter the room. That’s 2/3xs a day for the 3 days we were there.

The hair dryer in the room didn’t work. When we requested a new one we were told yeah we have one you can come get but can’t gaurantee it works cause pretty much none in the hotel do.

I was happy for every minute I spent outside of this hotel!! Thank goodness for super bowl week and a abundance of...