Extended Stay America Suites - Los Angeles - Monrovia♡

Filthy Room and Terrible Customer Service!

4.0

Location

− This hotel doesn't even qualify for a 1-star rating. The only positive part of our stay was the young man who greeted us at check-in—he was friendly and welcoming. Unfortunately, everything after that was unacceptable. The room was filthy. The bathroom smelled strongly of urine, the countertops were dirty, several electrical outlets didn't work, and one of the bedside lamps was broken. There were cigarette burns all over the bathroom sink, and the curtains were old, run-down, and full of holes. It honestly looked like the room hadn't been properly cleaned or maintained. I took multiple pictures because I couldn't believe a hotel would rent a room in this condition. The next morning, we went down for the so-called "grab-and-go" breakfast, and it was just as bad. There was no coffee available, and the counters were dirty. I called for someone at the front desk. A woman answered me from an open office but never even came out to assist. I politely asked if the coffee could be refilled since it was empty. Instead of apologizing or helping, she simply yelled from the office, "It's going to be 15 minutes." She never came out from behind the office door, never acknowledged the inconvenience, and never offered so much as a simple apology. Basic customer service would have been to say, "I'm sorry, we're brewing a fresh pot now." Between the filthy room, broken amenities, run-down condition of the property, dirty breakfast area, and some of the worst customer service I've ever experienced, this was by far one of the worst hotel stays I've ever had. I would never recommend this hotel to anyone, and the photos I took speak for themselves.

Good location, next to some great restaurants, within a two minute walking distance. But finding a roach in a bathroom i

6.0

The location was convenient and they did not charge for a coffee pot in the room and the room had a full kitchen and microwave and fridge.

− There was a roach in the bathroom and there wasn’t any compensation given by the front desk.

I will never be staying here.

1.0

When we arrived, the front desk was extremely rude. She told us our reservation was erased from her system and could not give us a room even though we had a confirmation number. She was impolite and seemed she was asleep since we arrived a bit past midnight. I will never be staying here.

− The staff was horrible at customer service

Guest review

1.0

I didn’t like this property at all.

− I didn’t like this property at all

It was adequate, I guess.

5.0

Convenient to where we wanted to go & restaurants.

− The mattress was lumpy. Refrigerator ran loudly all night, had to turn it off. Breakfast was under supplied, ran out of coffee before breakfast was over.