Extended Stay America Gainesville - I-75

I never stayed here, so I can’t say what the inside looks like. What I can say is that after my booking was never completed, I woke up to a $111 charge and a refusal to refund it. I have the email showing the booking wasn’t completed and never got a formal confirmation, but they say it shows as confirmed on their end and are citing a no show policy. I’d decided to book another hotel. Keeping the money in those circumstances makes no sense to me, and I think the way they handled it was a terrible use of policy and a bad business practice. When I contacted customer service and the local staff, I couldn’t get a clear explanation for the charge. Some staff couldn’t communicate clearly in English, and I was refused a full refund. The General Manager’s name is Christopher. In my view, he should be reprimanded for the customer service and business practices, and for leading a team I found incompetent. This experience left me convinced the business is badly run. There are plenty of other affordable places around, so I’d stay somewhere else.

The grounds are peaceful, with a lovely tree canopy over the main area, and I felt at ease staying here. After a bad experience at the neighboring property, Kia, Chris, Jerelle, and Mrs.Elain were a real help. Mrs.Elain stood out. She was protective, eager to help and encourage me, and regularly walked around the property to handle issues. When she saw that I’d left my SUV’s rear hatch open with things still inside, she came to my door to alert me. I’m glad I stayed here, even with so many other places to choose from. Since leaving Extended Stay Hotel Gainesville, I still feel the same way about the property and the staff who made my stay enjoyable. A few people made all the difference, especially Mr.Chris, **Mrs.Elain**, and Mrs.Kia. Thanks so much. I’d happily look for another stay with Extended Stay Hotels when I travel.

The clerk who checked us in was great, and none of the problems were her fault. I’d called to book so I could explain that I needed a handicapped room, preferably on the first floor, and would bring a dog. I planned to stay before and after surgery so I’d be near the medical facilities. No one at the front desk answered, so the call went to central booking. I should have kept trying to reach the hotel, but that really shouldn’t have been necessary. They told me my needs could be accommodated. At check-in, though, I learned the reservation didn’t show a handicapped room, none were available, and the dog wasn’t noted either. The clerk did find us a room right beside the elevator. I’d booked a week, but we’re checking out tomorrow because the room doesn’t meet my needs. It’s very stripped down. There’s no coffee pot or even a cup for water or brushing your teeth, and there were just two towels and two washcloths. I’d hoped for a comfortable chair after surgery, but the only one is the desk chair. ESA rooms used to come with kitchen supplies like pots, pans, dishes, kitchen towels, and paper towels. Later you could get those at the desk, but now you have to buy them, and only at “Selected Locations.” I’ve traveled for work for years and stayed at many hotels, including ESA, so this change was disappointing.

The location is handy for shops and restaurants, but I wouldn’t recommend staying here. I only did because it was the sole hotel available at the last minute for a football game. The room smelled as if someone had smoked a pack a day for years, there was mold on the shower ceiling, and all the furniture was chipped and scuffed. Check-in was delayed because the computers were down, and a staff member checked me and others in while talking to someone else on their cell phone. I can see why it was the only hotel left.