Extended Stay America Suites Cincinnati Blue Ash Reed Hartma

The key cards stopped working twice, once in the morning and again that evening, so I had to go back to the front desk each time. When I asked for fresh towels, the stack they handed me seemed clean but was damp. My main concern came around midnight, when someone unlocked our door and couldn't get inside only because we'd latched the safety lock. A teenager was the only one awake and didn't tell me until morning. At the desk, they said they didn't know anyone was in the room and had given it to another guest, who told them we were there. Thank goodness for that latch. This was a terrible stay, and it's not the fault of the front desk or room cleaning staff. It's a management and room condition problem. In our first room, the pocket bathroom door was off its track and stuck open, and the front door's safety latch was broken in two, so I asked to move because it wasn't safe. The second room had a working front latch and a bathroom door that nearly closed, but didn't lock. We were worn out from travel and the beds were clean, so we stayed. Then I found a booger on the wall, chewed gum on the bedpost, a dirty towel behind the toilet, a donut under the bed, flaking tub pieces, and mold on the bathroom ceiling. Do not recommend at all, at all, at all. Please find another place to stay.

I was disappointed by breakfast. The tables and floor were all dirty, and the only food was granola bars and packaged muffins, which left crumbs everywhere. There was hot water for instant oatmeal. I felt bad for the hostess. The room itself was nice, though it could use more cleaning. There were spots on the wall behind the door and on the bathroom wall.

Mary was a bright spot in my stay. She was friendly, helpful, and made me feel comfortable, with a professional manner. Heathers conduct, though, was the opposite. She was rude and unprofessional, and made guests feel discriminated against, which left part of my stay stressful and uncomfortable. She was also selling things to guests that she wasn't authorized to sell, adding to my unease. Management needs to address this and make sure service is respectful and consistent. Mary's good service couldn't outweigh Heathers behavior, so I can't fully recommend the hotel until staff standards are enforced.

The front desk person was friendly and understanding, and handled the problems well. The hotel itself needs help. The hall and room smelled awful, the window screen was torn through, and there was hair in the shower, on the sinks, and on the bed. The comforter had a cigarette burn, and the room looked like it hadn't been swept all year.