Extended Stay America Suites - Detroit - Rochester Hills

I wish we would have read some of the reviews before booking our stay here. First, when you walk into a hotel, you should be greeted with a nice and welcoming scent. Not this place. I’m sorry but the smell was terrible when we walked into the check- in area. The room was dirty. I had to clean the bed frame because it looked like something was spilled on it and dried. The floors were dirty. We were there for 2 nights and then found another extended stay for the rest of the week All of the negative things I mentioned could be easily fixed to make a stay more enjoyable.

I booked this hotel because of the daily rate I was given...which was not bad. (Booked 25 days). Business related stay. 1st day went up to my room the bed frame was broken. I had to wait a day to get it fixed. By the 3rd day the property ran out of toilet paper and stated they were back ordered lol okay. Went out and bought my own. 5 days in the credit card machine to except payments for laundry was down for over a week. The worst part is yet too come. A week in now i noticed bite marks on my arms 33 of them. I searched the bed and had found BED BUGS in my room headboard and drawer. (Room# 210) So, I booked a hotel nearby because of what I had found. Following day I was told I could not stay in the room and that the manager would not be in until the next day. They did not accommodate me whatsoever!!! No new room nothing. I Informed the front desk clerk so then we went up to my room to inspect and showed him the evidence. Per property protocol which he stated was too “kill the bugs and keep the evidence for the manger to see and too show the pest control company”. Never heard of that! I called Corporate, which there is no corporate to call. It’s just “Guest Relations” because each property is individually owned and operated they stated. They informed me that the property manger would give me a call too see how they will accommodate me. Which I never received that phone call till this day. Basically it was a cat and mouse game. So I had made another phone call too guest relations and they stated that pest control had came out and found nothing and that I had made this up in the nicest words. Which all makes sense that pest control did not find anything it’s because “property protocol was to kill any bedbugs” I had lost 3 days of work, majority of my clothing thrown away, food in the fridge, my luggage all thrown away.

Staff was nice, even the guests were. BUT all pipes clogged. In stead of fixing it you get a plunger. We saw a cockroach. Everywhere you turn you are comfronted with the smell of *******. No gym! Nothing for kids to do. Aprox 4 or 5 nights there was a pshychotic man in the lobby who was not a guest. Staff did not feel comfortable. Finally after a few nights I was told the man was to be removed by police. It is sad that half the staff are truly gems like ms Diamond and Mrs Serena and some others. On the other hand there were some staff that just linger in the backoffice and ‘hide’ behind a ‘will be back soon’ sign. A a seasoned receptionist in 4 and 5 star hotels I did not expect too much glamour and facilities but this place needs management that cares. I am so sorry we will not be returning there. Again I really liked most of the staff. Also 1 of 5 washers work with Apple Pay none of the dryers do. Even though they have a cardpayment machine on them you only can use quarters and when you need quarters they do not have change.