Extended Stay America Convention Ctr Universal Blv

We were there for 12 days with our whole crew and booked a lot of rooms. The night shift lady who checked us in was great and helpful. She discounted the pet fee because it was a ridiculous amount for the stay, and we checked twice with her that all fees were paid. Both times she said we were paid in full. Even after you left a note under our door, she confirmed it was all taken care of. Then I was charged another $84.50. There’s clearly a lack of communication between night and day shift. Management shouldn’t charge a guest for an employee’s mistake after an employee gives a discount. If staff aren’t allowed to do that, management should tell them for next time. The company won’t be coming back, and that’s going to cost you more than the $84.50 you were so keen to collect.

The location is the only good thing about this hotel. It’s rundown, with broken door handles, barely clean towels, creaky tubs, and staff who don’t seem to care about guests or professionalism. After leaving, I realized I’d forgotten several items and called about them. That turned into three days of getting nowhere. The front desk took my details and said they’d call back, but didn’t. I stopped by after work, and they said they didn’t have my things, then gave me a number for the manager. I called the next day and found out it was Andy’s personal number. Somehow I got the attitude and blame, and he said he’d call back in a few hours. Nothing. I went by again after work and left a note. Still no call. Corporate was helpful and helped me report the staff’s appalling behavior. Today a female manager was rude and kept interrupting me. I heard about another guest who paid for another night that morning, but the hotel had no record of its own reservation and locked him out. They wouldn’t return his belongings or process a refund, and were ready to charge for a new booking. With that in mind, tell me they didn’t steal my Dyson hairdryer. Don’t stay here unless you’re desperate, and be careful.

We couldn’t sleep because we were worried bugs were crawling through our things. There were dead and live cockroaches throughout our room, mold under the sink, and the room smelled like dirty feet. My daughter’s room across the hall was full of live roaches, too. They said they were sold out and couldn’t move us, though I’m not sure another room would have helped. A front desk clerk came in, looked disgusted, then returned with a broom and mop and bleached the floor. We’re still waiting for the refund for both rooms for our two-night stay, and cancellation of the following night. At checkout, the manager said they shouldn’t have put us in those rooms because of the bugs, and knew they were infested. On the plus side, the beds did have bedbug mattress covers, though maybe that means they have those too. At check-in we got a rude “YES” over loud music playing from the clerk’s phone, which never got turned down. We could barely hear her questions or instructions. In the morning at 7:15 there was no coffee out. I had my own, but there was no coffee maker or cup in the room. Later, when I went for coffee, it was empty. The day manager had a new pot on a cart but went out to the parking lot instead of putting it out. The room sign said to ask for dishes. When we asked for bowls and spoons for cereal, they had one soup spoon and gave us forks. I also saw another guest with a pan, which was disgusting. The grab-and-go breakfast was sparse, to say the least. It’s close to attractions, but I wouldn’t recommend it. The place is gross, and the employees have unwelcoming attitudes.

The sofa bed was so bad that you’d do better sleeping on the floor to save your back. Common areas smelled like a pot house, and the breakfast was knockoff muffins and mystery fruit bars. The gas station nearby had better coffee. For a few dollars more, we could’ve gotten an actual breakfast. Lesson learned, this place is on my never-again list. I gave it two stars for the hot water, the temperature, and the fact that there were no leaks. Free parking, too.