Extended Stay America Suites Detroit Metropolitan Airport

I’d stayed at another Extended Stay location before and had a great experience, so I chose this one. This stay was a mess, especially considering I was there for over two weeks at $100 a night. When serious problems came up, customer service should have offered something for the inconvenience. A lame apology wasn’t acceptable, Anthony GM. At first check-in, I got a key, went to the room, and found someone already inside. We were both shocked. The front desk man said there was something wrong with his computer. I’d specifically requested a first-floor room because I’d recently had knee surgery, but he asked if I’d take a third-floor room. The elevator had an out-of-service sign, so carrying our luggage up three flights was a definite no. I said I’d booked through Extended Stay and this overbooking shouldn’t have happened, and asked for a refund. He said he couldn’t do that and had to call the GM. He eventually booked us into another Extended Stay about 15 minutes away. That check-in was a joke too. The desk clerk was missing for about half an hour. After I called Extended Stay support, he finally appeared and checked me and my two daughters in. He wanted to see their IDs because he said he didn’t want them to “destroy the room by partying.” They’re 19 and 21, and were there with their mom. The next day we returned to the original Extended Stay and got a room that started out halfway decent. Then fish and weed smells in the hallways drifted into our room. In the middle of the night, someone cooked and burned something, setting off the building’s fire alarms for hours. When I complained, I got an insincere-sounding apology. After that, flies, what I think were gnats or drain flies, and then a cockroach appeared on the nightstand. We complained, got a lame apology, and were moved to another room. Staff cleaned very quickly for the next few days, and, magically, the elevator worked then too. These problems could be serious enough to warrant closing the place until they’re fixed. Take better care of your guests. It sets the tone.