Extended Stay America - St Louis - Westport - East Lackland Rd. 11827 Lackland Road, St. Louis, MO 63146

"After a 16 hour drive from NY to StL, I was anxious to lay in a cozy bed and get some rest. I arrived in town around 11pm but no worries since I'm a member and made a reservation right? WRONG! I arrived to the lobby and was greeted by a young man asking to use my phone because he was locked out his room and NO ONE was in the lobby. I was confused, I seen no "be back in _" sign but still waited around to see if a worker would eventually show up to the lobby. I tried knocking, calling, looking around but after about 30 minutes I desperately wanted to rest so I went to LaQuinta next door and ended up paying for a room that cost 2x more. To add insult to injury, they still took my money for the reservation after giving no 0 service. Horrible experience for me but, I'm more concerned for the poor kid who was still standing at the lobby door when I drove away. Update*** I received a refund, and I'll maybe give this place a second chance in the future since management was so nice when I did finally speak with him"

"Rude manager and housekeeping. rooms being remodeled and we were sold a unit with a shared wall being worked on with power tools early in the morning. Un-uniformed, no name tag having staff entering room without notice. Cigarette smoking everywhere. Cat feces left by the garbage can for a week. Nasty nasty nasty. Rooms with crack pipe burns all over. I wish I would have booked the location .5 miles down the road. Never again! Worst Extended Stay America EVER!"

"It’s good to alert the clients before they embark on maintenance, the elevator was blocked for a long time and moving luggages through the stairs was a hassle. Otherwise, I have often used extended stay elsewhere, in the country and the treatment has always been good, especially when there is integration of everyone. Or diversity when it comes to customer service representatives or front desk personnel. Definitely passing a good word out there ."

"Spent a week here while visiting friends- yes, the room I was in was a bit dated but still clean, functionable, and relatively quiet compared to other places I've stayed. All the services (check-in, hospitality, check-out) were handled quickly and correctly. In addition, the price was fantastic. Convenience store sharing the lot was very handy but not a lot of places to eat in the nearby vicinity (just Hooters), though Westport Plaza is not too far and offers non-chain type restaurants, a good thing in my book. All-in-all, I'll be making a return visit for sure!"

"Work ethic must not exist in MO! I just wanted to express how terrible of an experience we had with staying at your hotel on Tuesday the 19th of December. We booked a room about a week prior to arriving at your hotel. We arrived there at 1:00am and upon arrival, the lights were off in the office. Per instructions on the door, we used the phone on the side to call the main desk and it never rang, just went straight to voicemail. The voicemail was also full. After that, we called the 1-800 number listed on your website and got connected with customer services..after 10 minutes on the phone, he said he tried calling the office 5 times and nobody answered. After that, my girlfriend finally reached the front desk only to be met with a rude employee that was the worst employee at a hotel I have ever seen. He absolutely refused to check us in and give us good service. He said we couldn't be checked in because “The Ipad was dead” which is a terrible excuse for why we couldn’t get checked in. He actually discouraged us from staying there even after we made reservations a week before. He said he couldn't do anything and that “we should stay at other hotels in the area” After making it very clear we were not doing that, he let us in to the office. He was very rude, dismissive and acted like we were there bothering him because he had to do his job. He even admitted to not answering the phone and that it rang 5 times in a row which is ridiculous. On top of that, he refused to charge the Ipad when we got into the office. I asked him if he had a cord for it and he holds up the Ipad and says “ What does this look like” I have never had such a terrible experience in my life at a hotel. I understand that this is not a 5 star resort hotel but as a consumer, we still expect good service. On top of that, he looked terrible and not pleasant to interact with. He was sagging his pants, shirt was dirty and his hair looked terrible. I don't know his name because he didn't have a name tag but he is a younger black male with dreadlocks and he was working the late night shift on Tuesday. I never ever go out of my way to complain but I feel like you and the other managers and owners should know how your business is being ran, we were literally going to leave and stay at a different hotel because of how rude and dismissive he was. It’s not a very hard job and he didn't have much to do. He spent more time trying to not check us in and stray us away from the hotel which is dumb because it literally took 5 minutes to check us in. Overall, this is a terrible hotel based in the employee and customer service we received. Its a shame that people have such poor work ethic with such an easy job. Thank you for listening and I truly hope this employee receives some sort of disciplinary action because we are not the first people to have this experience and im sure of it. If we weren't so persistent with checking in, we wouldn't have got helped. I hope he also sees this email so he can understand how he needs to correct his attitude and behavior with paying customers."