Extended Stay America Suites - Redlands

The room would be much better for us with blackout curtains. My husband works graveyard shifts and sleeps during the day, and the light makes it take longer for him to settle down. He wakes up tired and unrested. I still think this deserves five stars. Every staff member we met was friendly, accommodating, and respectful, especially Jelly and Michael, who went above and beyond for us. I'm especially fond of Jelly. She stops what she's doing to greet me and other guests with a warm smile, and she speaks softly and works hard. A couple of weeks ago, after working the graveyard shift and clocking out around 7-8 a.m., she came back a couple of hours later and greeted everyone with that same smile. The staff made this feel like staying at a relative's home.

The after-hours desk staff was polite and helpful, and he gave me a full refund. He was the only decent part of the place. I booked three nights for a long weekend but left after five minutes because the room looked unclean. There was a dead bug floating in the toilet and another crawling on the bathroom floor, plus hair in the shower and on the floor. The whole room felt dirty. I had to walk down four flights of stairs to ask for my money back because the elevator was under maintenance.

The receptionist gave us bug spray when I asked, and I tried what I could, but guests shouldn't have to deal with that themselves. We arrived late and couldn't easily find another hotel, so although we asked for a different room, we felt stuck staying. The only alternative offered was a refund because they were fully booked. There were several cockroaches in the bathroom and around the sink, a strong unpleasant smell, and the room clearly hadn't been cleaned properly. The sheets were stained, too, leaving the place feeling unsanitary. A very disappointing, uncomfortable stay, and I wouldn't recommend it.

Kaylee made us feel welcome right away with a warm greeting and a genuine smile. She handled check-in efficiently, listened to our questions about the area, and gave helpful suggestions. Her attentiveness, professionalism, and friendly manner set a great tone for the whole stay. She's a real asset to the front desk team. -Dr. Doniel S. Webster Sr.