Extended Stay America - Raleigh - Cary - Regency P

I stayed here for about a month and had a good experience. It’s quiet and feels safe, with a great location near all the amenities. Roe at the front desk was always helpful with whatever I needed. She’s a rockstar!

The only good part of the visit was checking out with the woman at the counter. She was sweet and made that process easy. Everything else was rough. We arrived just before 11 pm and had to call for help from the lobby phone. I sat through three automated menus and heard the hold music three times before reaching someone who wasn’t even on site. They had to call the night manager, who took another 15 minutes to arrive. At check-in, they required my vehicle’s make, model, plate number, and color. I’ve never had to give that at another nearby hotel, and when I asked why, the man at the counter only repeated that it was policy. The elevator was out, and while we were heading toward the stairs, he stopped us to say we had to use them, even though we were standing right in front of them. Our room reeked of cigarette smoke despite the smoking waiver they made us sign. The top outlet in every socket didn’t work, and the shower was disgusting, with pressure like a leaky faucet. I’ve never left a bad review before, but this was bad enough. Don’t stay here if you’re arriving late.

The room was nasty, and the toilet wasn’t clean. Someone had peed on the back of it. There was no broom or trash can, and after I was told someone would come clean it but nobody did, I bought rubber gloves and supplies and dealt with it myself. It was kind of a mini nightmare, though mostly a first-world problem. The location was okay. The other issue was the price: the man who rented it to me over the phone quoted one amount, but the woman checking me out charged more than double.

The main problem was how the GM treated us over our service dogs. During move-in, we had two rooms and one adult was watching the animals and our youngest child. The GM took personal offense that the service dogs were in the same room as the cats. We were kicked out, with no warning or chance to change anything, and she became verbally hostile as soon as she saw something she disliked. We had spoken with the owner the day before, when he was in the lobby talking with engineers about installing automatic doors, but the GM claimed there was nobody above her. She then said “federal law doesn’t matter” because company policy said otherwise. Service animals, especially after their tasks are proven, aren’t pets in lodging under federally enforced ADA standards. If you’re disabled, especially if you have a service animal, don’t use this extended-stay place. You won’t be treated fairly and may face discrimination. There are better nearby options at a similar price. The appliances were outdated and dirty, faucets and showerheads leaked, and the so-called non-smoking rooms still smelled strongly of cigarettes, a problem staff had ignored.