Extended Stay America - Philadelphia - Mt. Laurel - Pacilli Place

"When I checked in I thought I would be at the hotel for one month…turned out to be 4! From day one to my very last day the staff were ABSOLUTELY AMAZING! I didn’t get all of their names(I really really wish I had) but I only remember one name…Melba! The entire staff was kind and no matter how many times I had to come down for a key(which was a lot!..that was a pain!), they were there available and with a smile. I loved it. I never felt like I was inconveniencing them. I believe people actually “live” there so I know how difficult it has to be to keep the hotel clean but they were ALWAYS cleaning! From the rooms to the elevators to the front desk, to grounds outside!…they were cleaning! I hate that I don’t know their names but the gentleman who was up early every morning…even on the weekends and still up and cleaning something/moving something etc, when I’d get back to the hotel late, always a smile and a conversation. The lady who would talk to all the guests and the little kids (I believe she was part of housekeeping (she always had a cart and would clean the elevators as well). Beautiful women! I felt welcomed and taken care of. What a great staff of people and it had to start with the management FOR SURE! Once again I am not sure of her name (SMH!) but she and Melba were the sweetest! I’m not from Jersey so it can rub you the wrong way at times…the way they were at the hotel made me feel like I was in Texas! No joke. The hospitality, the kindness, the conversations, and the way I observed them interacting with the guest AND each other! NEVER missed a time to have coffee and food/snacks out and ready…Decorated for the holidays ♥️! I won’t go so far as to say I miss being there..because I finally got my house livable and able to move into just in time for family to come…but I do want to look back and show appreciation with my words for all that I experienced there. To the staff…thank you so much for making our stay during an extremely stressful time…enjoyable, bearable and warm. May others experience your great hospitality and give a report as well. Happy New Year"

"My room wasn't cleaned for over a week, and when I asked about it. They told me that they would charge me $5 to clean my room before the 14 days are up. So there you have it, extended stay America does not clean your room unless you pay them. Yet they still leave a tip envelope in the room next to the bed. And no do not disturb signs for the room door. Last week they had to have a technician come in and check the Wi-Fi in each room... This technician came in my room when I was not there, took a dump in my toilet and left it mellow for the day while I was a way at work. Talk about an unwanted surprise. He also used my toilet paper, which I purchased with my own money, because hotel toilet paper is not worth its weight. The lady at the front desk this morning gave me attitude and told me to stop speaking so she could explain. I'm paying good money to stay in this hotel, not to be spoken to like a peasant, and not to live in filth. Laundry and snack machines are priced so high it's robbery. I will be checking out of this hotel later today when I get done with my shift, without leaving a tip, and I will be blasting this all over social media. You need to come up with a better business model if you expect to stay in business. Simply cleaning the rooms every third day would go a long way. Customer privacy would be a huge win for you too. And treating guests like they are guests and not money machines, would probably help your case. I'm going to warn everyone in my company to avoid this hotel."

"Truly awful. The toilet didn’t work, the room smelled so musty but with a strong chemical scent to try and cover it. We were only there 10 minutes before my dog got into old food that had never been cleaned up. I finally left after I found her with chocolate old wrappers. Went to a Hilton up the road and stayed up the whole night to watch for signs of poisoning. Didn’t even get reimbursed… when I called (that same night) the front desk associate said there was nothing she could and I should have communicated better."

"The Extended Stay - Mount Laurel is absolutely horrible. First of all, they didn't supply kitchen items as advertised- no pots/pans, colander, etc. Second, there were tons of roaches. They obviously knew about them as there were sticky traps already in the room when we got there and we had to kill multiple daily. One fell out of the vent ON ME while I was using the toilet. Third, our keys constantly stopped working and we had to go get them reactivated almost daily, even though we were staying for an extended time. Forth, if you want clean sheets/ towels, you have to take your existing ones down to the lobby and have them wash them, you don't get another set in the mean time. All of that is unpleasant, but the real kicker is that they apparently weren't even up to code with their fire system. Not sure exactly what happened (seems like a worker punctured a water line), but one night as we were getting ready for bed, the fire alarm goes off. We evacuate. We are left waiting for hours with no answers. Finally, passed midnight, they get us into another hotel, with no answers on when we can return. Unfortunately, the main reason for our stay with them, was to utilize the kitchenette in room. We had just spent our food budget at the grocery store stocking up to be able to cook our own meals. The hotel they put us in did not have a kitchen, nor did we have access to the hundreds of dollars worth of food we had just purchased. We found out the next day that the fire department banned reentry to the hotel because it was not up to the fire code. We had no answers. It was about a week before we could even go back to the hotel and by that time, much of our food had gone bad. the time we were at the other hotel, we had to feed ourselves since we could not cook or access our food. We spent about a month trying to contact someone with hotel management and were ignored and/ or given the contact information of someone else who also ignored our pleas. They did not provide us with a like service for what we paid for. Did not provide compensation for the food that went bad while we could not access it or compensation for the meals we had to purchase because THEY were not up to code. This is a horrible business, do not patronize them!!"

"I staying at 500 Diemer location and I was first on the third floor which I noticed roaches that same night. Notified front desk and they moved my room 3 days later. Now I'm on the first floor and didn't see roaches till a week later when pest control was spraying. I initially renting the place for 13 weeks but now I'm leaving after the first month I already paid because Extended Stay America doesn't give refund. I'm not a business man but logic will tell me that I would quickly come to a resolution to prevent loosing the 2months. I have stayed at different locations all over the United states but had no issues but cigarettes/weed smell which is much more tolerable. Management made no effort to resolve my complaints. Money is hard to get due to a failing economy. Get more for your BUCK!!!!"