“A little like Las Vegas Baby!....Reserve a "non-smoking" room and get a "smoking" room instead!”
Its always good to start with "good" things first because had I not felt deceived I would have rated this place a "poor plus." First the price is wonderful around $60 as of summer 2012 for a Queen size kitchenette around the size of a Townplace Suites (the Kent location is strongly recommended over this property btw). Very nice lighting and a decent sized kitchen with a wooden floor. Carpet in the sleeping and working area that was reasonably clean in the "non smoking rooms" and not so clean in the "smoking" rooms. Finally decent variety of desks and chairs....no issues with layout and with more attention to cleanliness and upkeep this would be a phenomenal deal. The desk clerk in the morning was very sweet, she actually reminded me of the high quality desk staff you normally find at Marriott franchises or even Holiday Inn.
So here is why its a "terrible plus"....I find this location to be dishonest. Be aware of this before you rent: YOUR CHOICE OF ROOMS IS CONSIDERED A "PREFERENCE" NOT YOUR ACTUAL CHOICE....IF THEY ARE AT MAXIMUM CAPACITY YOU WILL GET THE ROOMS THAT ARE AVAILABLE. The corporate office told me this, the night desk clerk told me this and the manager admitted that "rarely" people will be assigned rooms that are available vs. their choice. I tend to think its a little more than "rarely" judging from other customers critiques of the Seattle area Extended Stay America properties.
I'm an asthmatic and never ever, ever, ever, ever, ever select a smoking room and yet somehow my reservation showed "smoking" as a preference. Indeed upon checking in I walked into my room and thought I was in an old downtown Las Vegas, smoke filled room...I could taste it in the air. And what about the "bad" qualities of the rooms? Cigarette burn holes in the mattress covers in both the "smoking" and "non-smoking" room. Furniture that looks very Salvation Army-worth, chipped, beat up...just plain ugly. Dark stains on the carpet, bed sheets and chairs and footstools. The great lighting works against the hotel in this regard....these stains and cigarette holes are clear in the "spotlight."
After 5 calls to the corporate office during the first six hours I was here the best I could manage in terms of "customer service" was the "non-smoking" room I originally requested (although a call from an upper manager at their corporate headquarters is pending). I got this "non-smoking" room by being made to move out of my room in the middle of my sleep under threat that the room might not be available later in the day (I requested a room change at 1pm and this apparently wasn't adequate for the hotel manager). I found this to be unsatisfactory and the suggestion that they were "doing me a favor" really left a bad taste in my mouth....the room switch was really done on their terms.
I initially thought I might have had a rare hotel reservation brain camp, but then the hotel manager informed me that during the nights I stayed they were at max capacity. I believe I was switched away from my preference and really detest that this chain places filling every possible room before customer service. I wanted to say to these folks that this is Washington not Las Vegas/Reno/Atlantic City.
I have a long stay at an Extended Stay America property in Southern California for 10 days and don't anticipate "smoking room" issues as California is a no-smoke State. If I ever do stay with Extended Stay America in the Seattle area it won't be at Kent or Tukwila (I read Tukwila reviews on Google and other places and note the same issues I encountered tonight and last night). What I encountered (and I told the manager this) was really customer "disservice" and not customer service. I have a hard time with dishonesty and found it funny or maybe interesting that the corporate office and night desk clerk (who were both honest) contradicted the hotel manager.
I'm not sure about this location, but if you have a high tolerance for dirt and don't mind p...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 July 2012
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Thank you for taking the time to review your recent stay at Extended Stay America Seattle - Kent. Given our company's commitment to superior guest satisfaction, I was disheartened to read that your stay wasn't 100% satisfactory. Please understand how truly sorry I am.
I do appreciate the opportunity to reply to your concern. Unlike traditional hotels, many of our guests leave their departure date open or extend their stay at the last minute. Although we manage our hotel in such a way that is intended to account for these contingencies, in very rare cases it becomes difficult to ensure room availability. For that reason, we list your bed/smoking preference on your reservation but are unable to guarantee it. I can assure you that we do make every effort to honor your request and in almost every case we are able to do just that.
Although it is unusual for a guest to have the experience you did while staying with us, we would like to use your account to help us make our hotel even better. Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let me demonstrate our redoubled efforts in the future here or at any of Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC