I stayed at this property (Extended Stay Deluxe, Midtown) on and off for three months. OFF whenever possible, but it's so close to work the convenience of location brings me back to hope for a better, cleaner experience.
I have stayed in several different rooms at this ESD over time, and the following is what I have observed:
*Exterior looks ok, but when looking a little more closely, you'll notice the plants/flowers in pots around the front doors, pool, etc., are dead. I have never seen anyone water or tend to these huge pots, ever, and they are heaping with cigarette butts.
*The pool area is not tended to either. I've seen the same towels/trash, etc. on the ground for days. And junk in the pool and floating on the surface can be seen for days as well.
*Each time I check in, there are never the same standard supplies which are to be furnished by ESD: DVD Player; pots/pans/lids; dishes; cups; remote for the tv; glasses; A BLANKET! And I have only once had a bed which actually had a mattress pad on it beneath the cheap, thin, fitted sheet.
*Lobby, hallways, etc. are horrible: glass doors are rarely clean, and if there was an attempt made to clean it looks like a five-year-old took 10 seconds to do it. Carpets are stained everywhere, and even torn. And it smells like smoke, pee, vomit and very strong carpet fresh/febreeze.
*The card keys are constantly losing their programming, so you must go to the front desk to get new ones - better hope it's not after 10:30 pm, as they lock the doors and the phone they have hanging on the wall inside the airlock does not work.
*I have checked in and found food splattered/smeared in/on the microwave, food splattered behind the sink WITH CHUNKS! Little black hairs on the dishtowels folded on the kitchen counter that did not belong to me!
*The rooms themselves are furnished with super cheap furniture that is chipped, upholstery torn, white stains, carpet completely torn up where it meets the pergot floor of the kitchen - it's awful. There were five lamps in one of the rooms, and only one had a lightbulb in it all. One of the bathroom doors was BROKEN at the door handle. You could easily see the fracture line near the door handle that ran through the door. Given another slam it would have fallen off.
*In Phoenix you would hope the AC works, but in a few of the units there was a paper sign on the controls referring you to another set of controls that did not work. One time the thermostat was hanging off the wall.
*One stay I had a guest with me. While I was at work, she tried to prepare a meal using the stove, but the burners were not working. She informed a manager at the front desk (I had never seen him before, a hispanic male from the Biltmore property maybe) and he told her rudely she could not request maintenance to help her as her name was not specified on the room. It was in my name. After I notified them of the needed repair it still had never been addressed when I checked out.
Housekeeping and management of this facility are giving this chain a bad name/image.
Bring your own clorox and windex. And there is no housekeeping unless you pay $10. And even then t...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
11 July 2012
I recently received a copy of your review of the Extended Stay Deluxe Phoenix - Midtown. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.
Report response as inappropriate
As this hotel’s manager, I challenge our staff to continually improve the experience of our guests, from the cleanliness of our rooms, to the courteous professionalism of our staff. Unfortunately, in your situation, it is clear that we were unsuccessful in achieving these goals. Given our belief that guests like you are our most valuable asset, this failure is particularly troubling.
Your review has caused us to take a serious look at the systems we have in place to handle our day to day operations and we will be making modifications as appropriate. We have a new manager starting at this property, and I have shared your review with her in order to correct the items you have noted.
It's not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC