Extended Stay America - Atlanta - Lenox

The problems started with the room itself: the beds were awful, the furniture was loose and dirty, the hot water barely warmed up, and there were no stove heating elements. The cabinets had broken drawers, and we had no ice or cups. When we asked, staff said there weren’t any, so we were left with the dirty ice trays in the fridge. There was no complimentary breakfast, either, despite what was stated. The whole hotel smelled like weed, and even though we paid for a non-smoking room, ours smelled of smoke. People who hadn’t booked rooms hung around all night, and other guests were so loud we had to bang on the ceiling. There were big piles of dog waste around the property. Key cards sometimes failed, and the entrance scanner didn’t work after hours, forcing us to walk around the back. One rear door had no handle, and the handicap button didn’t work. I could keep going, but the picture’s clear. Don’t stay here.

Abou made sure my family and I had a safe place to stay, and he went well beyond what I expected to accommodate us. I’m grateful to have been treated like a person, not just a reservation. His team, Davon, Bianca, Kal, and Rodney, made a real difference too. Davon’s kindness and empathy touched me, Bianca’s welcoming energy has been a joy, and talking with Kal made me feel seen as a guest. Thank you all for showing up for my family and me and doing such a great job. Many blessings to you.

The rooms were clean and the bedding was comfortable. I had a small issue, but they took care of it right away. The staff are so nice, you get a warm greeting coming or going. Bianca, Devon, and Abou, the manager, all went above and beyond. I don’t remember everyone’s names, though.

Getting even basic help was hard here. No one answers the phone, and the desk is often empty. Maintenance said someone should be along but didn’t know who was working. The hotel isn’t fully staffed, and the front desk was only pleasant when I checked in. After that, getting anything extra was a struggle. I’m using my own tissue because none was provided. There were roaches, and the manager promised to fix things but didn’t. The toilet kept clogging, and the bathroom heat was broken. They just turned off the breaker, leaving me expected to use the bathroom in the dark. A front desk employee with locs gave me dirty sheets. For two days I had only pillowcases and a regular sheet, no fitted sheet, blanket, or cover. After I’d been there nearly two weeks and they’d already had my sheets for two days, the manager and another employee said I had to pay to have them washed. He showed me a paper about extra fees that I should supposedly have received at the start. I said they couldn’t spring that charge on me then. They still never gave me sheets, and the manager with glasses told me not to rebook because I questioned the fee. How does that make sense? The manager and staff need serious attention, including retraining. This is the worst extended stay I’ve ever had.