Extended Stay America Suites - San Antonio - Colonnade - Medical

Negatives: Nothing

Negatives: I was not clean, only 1 light worked in the room, when I told the front desk the response was well we will look at it tomorrow. There is also a live music venue next door so loud music way past 10pm. We will never stay there again.

Negatives: Clean

Negatives: What could have been better? Well, for starters, putting me on the ban list for lodging a complaint about roaches in my room at the airport property is just ridiculous. what's even more ridiculous is that despite the number of opportunities that were presented for this information to be communicated to me PRIOR to showing up to check in, it wasn't. instead, they waited for me to get there in person so that the smug desk clerk could announce my status in front of everyone. i don't appreciate being treated like a criminal or as if i somehow violated their policy when all i did was complain about dead roaches floating in my coffee. when the front desk wouldn't take me seriously, i asked for the manager. when the manager blew me off, i used the ESA messaging system and explained my issue. the district manager called me once and left a voicemail and even though i returned her call twice and left two voicemails, she couldn't be bothered to call me back. they did issue a refund, but when you issue a refund and refuse to speak with the guest directly concerning their issue and why the refund was issued, it's an admission of guilt. don't blame me because i feel that roaches are unacceptable. and don't attempt to embarrass me because you clearly don't know how to handle a complaint. and furthermore, Diana, the district manager, don't pass the buck to subordinates something you should have handled yourself. bottom line is that extended stay america is managed by individuals who don't seem to value customer service. they held the power to make or break the situation and collectively, they took a bad incident and shaped it into multi-faceted, impudent experience. i own a business so i understand the impact of a negative review.

Negatives: What could have been better? Well, for starters, putting me on the ban list for lodging a complaint about roaches in my room at the airport property is just ridiculous. what's even more ridiculous is that despite the number of opportunities that were presented for this information to be communicated to me PRIOR to showing up to check in, it wasn't. instead, they waited for me to get there in person so that the smug desk clerk could announce my status in front of everyone. i don't appreciate being treated like a criminal or as if i somehow violated their policy when all i did was complain about dead roaches floating in my coffee. when the front desk wouldn't take me seriously, i asked for the manager. when the manager blew me off, i used the ESA messaging system and explained my issue. the district manager called me once and left a voicemail and even though i returned her call twice and left two voicemails, she couldn't be bothered to call me back. they did issue a refund, but when you issue a refund and refuse to speak with the guest directly concerning their issue and why the refund was issued, it's an admission of guilt. don't blame me because i feel that roaches are unacceptable. and don't attempt to embarrass me because you clearly don't know how to handle a complaint. and furthermore, Diana, the district manager, don't pass the buck to subordinates something you should have handled yourself. bottom line is that extended stay america is managed by individuals who don't seem to value customer service. they held the power to make or break the situation and collectively, they took a bad incident and shaped it into multi-faceted, impudent experience. i own a business so i understand the impact of a negative review.