Extended Stay America Philadelphia Mt Laurel Crawf

The front desk service was awful. On checkout morning, the receptionist came up to my third-floor room right at 11 and knocked. I asked for ten more minutes and she gave them to me, but was clearly unhappy and kept insisting it had to be exactly ten minutes. She came back upstairs while I was getting my things together, before 11:30, and said she was going to call the police. Checkout was at 11, but I was threatened with police before 11:30 just for needing a little time. Horrible customer service.

Bruce, the maintenance man, was especially helpful during my pleasant stay at My state extended America. He even let me use his charger so I could charge my phone. The rest of the staff were accommodating too. Thank you.

The room was in awful shape: it smelled like rodent poison, the furniture looked pieced together, the dresser was scratched, and a note with phone extensions was taped over the phone. There were three rat traps, and my two-year-old stepped on one. The bathroom tile was lifted beside the tub with mold showing, and the smell was still there. Some cabinet doors hung loose or were missing. After switching rooms because I preferred carpet to hardwood, I found the elevator painfully slow and the new room had the same bad smell. I lit a candle and sprayed the room. On the night of 12/7, the toilet stopped flushing, though it wasn't clogged. We called and were told someone would come in the morning. On 12/8 we waited until we left because we didn't want anyone handling my husband's cash or valuables. Staff at the desk stared as we passed without saying anything, and the handyman watched us leave before going into the room. Twenty minutes later, they called to say the room was trashed and that we'd had a candle. I understand there was a candle rule, but it should be posted clearly if a guest can be put out so quickly. The candle wasn't lit when they found it. They called a slice of pizza and some cans “trashed,” which was ridiculous. We were a family of four with two toddlers and packed up and left in 35 minutes. We had confirmed a refund before packing. At checkout, I explained I was unhappy. The manager said the registration card was a legal document I should have read, even though I'd signed while paying and hadn't expected house rules in tiny print with no copy to refer to later. Nobody warned me at check-in. She implied I was stupid for signing a required form. When I said it was ridiculous to kick me out over a candle, she focused on my use of the f word and said she couldn't talk to me. I asked for something in writing to confirm the refund and offered to wait for housekeeping to inspect. She refused and gave me a sticky note with an amount. Later, the person at the desk said they couldn't confirm any refund and told me to call the manager the next morning. I booked a six-month stay to be near family during a difficult time for my mom. I had stayed at an extended stay before and liked it, so booking here was a terrible mistake. At check-in on 12/6, the desk agent was pleasant, took payment, and had me sign on an iPad. I didn't notice the small candle notice then. The room's condition made it hard to understand why they charge for damages without replacing things. I stayed because hotels notoriously don't refund for this kind of problem, and the desk agent had been pleasant, so I tried to lower my expectations. I want a refund and will follow up every day. I plan to contact the attorney general, BBB, Yelp, and consumer affairs, and to sue them for poor business practices and the manager as well. This franchise should be shut down, and I won't consider staying here again.

Kelly, the general manager, went out of her way more than once to make sure we had a safe, pleasant stay. The whole staff seemed like caring people who take an interest beyond just doing a job. The customer service was beyond exceptional. Twenty out of ten. I wouldn't choose anywhere else in the area.