Extended Stay America Suites Pittsburgh Airport

We felt safe here, and the bed was so comfortable I could have stayed longer. The room was just what we needed, and the attendant explained the facility and directions to it clearly. They were polite, checked my ID, and gave us room cards. We did wait about 10 minutes because the front desk attendant had stepped away without leaving a sign. With several events that weekend, including a Steelers home game, a Penguins home game, and the rock concert we came for, the nearby venue made this affordable option work for us. It was a good place for a weekend of games, and I’d stay again if I needed to.

At least she could have suggested another nearby hotel that accepts kittens. Instead, she was rude, gave me attitude, and blamed me for having reached a call center. She said I could contact her manager on Monday. I’d called the number on the Extended stay website after booking through GovX and paying upfront for a week while my new home was being finished. Fernando told me the pet fee for our kitten would be $25 a night. When I came in around noon on check-in day, the woman at the desk confirmed the reservation and said it would be $28 a night. The room wasn’t ready, so I came back around 7 p.m. A different woman began checking me in, then said there’d been a policy change and cats were no longer accepted. I explained that Fernando had promised there wouldn’t be a problem, and that I’d also checked in person earlier that day. She didn’t apologize or offer to call a manager. When I asked about a refund, she said I’d have to go through the third party I booked with. I went back to my car and called the hotel number again, recorded the conversation, and confirmed that I could bring my kitten. I called back and worked out how to reach someone on site, then explained that I’d just reconfirmed the policy with their reservation department. She still refused to check me in. The lack of professionalism and basic courtesy was awful. They should update the website to reflect their policy changes. Pathetic.

I’ve had a really pleasant experience here. The staff are helpful, and whenever I ask for something, they greet me with a smile. They’ve also been very accommodating with my dog.

The rooms and common areas smell old and musty, the toilet was dirty on the outside, and there weren’t enough towels for everyone. Our room was so hot when we arrived that it felt like a sauna. The heat had broken in the one room large enough for our whole family, so we understood when they split us up. But the rooms have kitchens with absolutely nothing in them, no cups, plates, silverware, or paper towels. Why provide a dishwasher? The water looked cloudy, and there were no working vending machines to buy water or anything else. There’s no ice machine or hairdryer either. Am I supposed to shower and go outside in 7-degree weather with wet hair? I’ve never stayed in a hotel that didn’t provide a hairdryer. I’ve stayed in plenty of hotels, and this was the worst. We won’t come back, and I’d tell other people to look elsewhere. I saw similar complaints in the reviews, along with five-star ratings I don’t understand. Management apologizes, but have they changed anything? They should provide a working vending machine, an ice machine, a hairdryer, and a few basics for those kitchenettes.