Extended Stay America - Detroit - Novi - Orchard H

The beds are cozy, the kitchen, including an oven, has been handy, and the location is good. Things really were fine early on, and staying put has been convenient while we wait for our house to be ready. Still, if this happened again, we’d choose somewhere else. We reported a leak under the sink shortly after check-in. Twice we were told it would be fixed, but it never was. The fire alarm went off three times during our stay, with no explanation or follow-up. One morning, new door locks were being installed without warning. The maintenance worker who came in was very rude to my husband. I told the front desk, but they ignored me and stared without addressing it. My husband later talked to management. General Manager Byron comped three nights and asked us to come straight to him with any problems, saying he’d take care of them. Even after that, the ongoing issues weren’t resolved. I also fell in the unplowed, extremely icy parking lot. It took about a week to get the incident report. The report says the General Manager asked whether I was okay and told me he was completing a report, but neither happened. There was little communication during the incident and no follow-up afterward, despite the safety concern. Since leaving a previous review, several employees have continued to give us attitude, making the place uncomfortable. At one point we were told the hotel had run out of toilet paper and we’d need to buy our own, surprising for a long-term stay property. Multiple attempts to reach Guest Relations and corporate went unanswered. I did speak with District Manager Amber, who was extremely kind, professional, and helpful, and I want to recognize that. The General Manager’s lack of professionalism and follow-through has been disappointing. Housekeeping comes only every 14 days, even though widely available health and safety guidance recommends no more than seven days. The garbage room is consistently full. The gym has one elliptical and one treadmill, and the treadmill was out of order for our entire stay. Laundry on site is convenient, but costs $8 per wash and dry load. We did eight loads at a laundromat for $7 total. I’m still facing serious concerns and haven’t had any resolution. Guest Relations and corporate have not answered despite repeated attempts. Most recently, it seems my emails are no longer being accepted, which feels extremely concerning and unprofessional. Blocking or ignoring someone trying to resolve legitimate concerns only adds to the lack of accountability. I’ve tried to handle this properly and in good faith, but the ongoing silence says a lot. I can’t recommend the property or the company’s customer service.