Extended Stay America Select Philadelphia Malvern Great Vall

We’ve been at the Extended Stay in Malvern for about two months, and the good part of our stay has been the staff. Meagan, Shannon, and a quiet, light-skinned young man have been kind, respectful, and helpful. They make guests feel at home, and their professionalism is why we’ve continued staying here. Omega has been a very different experience. She often speaks rudely and dismissively, as though she owns the hotel. We’ve felt singled out and uncomfortable in our interactions with her, and it left us with the impression that we were being treated discriminatorily. I hope management takes this seriously, since one staff member shouldn’t spoil the experience the rest of the team creates.

The people at the desk were friendly and quick, and they clearly care about guests. They knew long-term guests by name and even recognized us during our short visit. Still, I wouldn’t stay here again. Our room’s counters, couch, and both chairs were so dirty that my family put things down before using them. There was a small cockroach in the bathroom the first morning, and the tub faucet dripped for all three days. Getting hot water at the sink was difficult because, we learned, the hot-water valve leaked and had been shut off. The halls and stairwell smelled of cigarette smoke despite signs saying the rooms were non-smoking. One hall with a barking dog smelled strongly of urine and feces. We’d booked for four adults and requested extra towels and the sofa bed, but after traveling more than 14 hours and arriving near 9 p.m., we had to call the desk to ask for them. A sign said no one was present from 10 p.m. until 8 or 9 a.m., so we were glad we checked in when we did. I’d guess a late check-in wouldn’t be available.

We lost our home to storm damage, and I’m grateful we had somewhere to stay, but I can’t recommend this place. We have roaches even though pest control supposedly treated our room, and housekeeping only comes every two weeks if you’re lucky. Things keep breaking, too. My mom has COPD, and when we got locked out of the main entrance, we had to walk around the whole building. She barely made it. We booked a month intending to pay for it, but unexpected charges keep coming weekly. Nobody explained the pet rules. I thought they knew about my cat since I carried him in his crate, and I assumed the $100 deposit was for him. Instead, there was an unexpected $200 fee for not declaring him, plus $25 a day. Nothing is supplied, and buying things here is expensive. We have only a few days until we can move home, but we’re still thinking of leaving and moving for a fourth time.

After an eight-hour drive, I arrived to learn that the room I booked through Expedia had been canceled because the hotel was overbooked. Nobody called to give me a chance to make other plans. I had to spend an hour finding somewhere else at the last minute and pay more. They claimed Expedia hadn’t provided my number, but that was a lie. Don’t book here without backup plans and money to spare.