Extended Stay America

Mr. Rahimi,

I understand that you are the Regional Director of Operations. Please see my letter below dated a week ago to Ms. Pam Graybeal of Guest Services and the manager of the hotel which we stayed at, both of whom have NOT responded regarding our recent stay and what we encountered during our stay. I have attached photos for your review as well.

I would appreciate a response from your organization.

Thank you in advance.

Pam and Michaela,

Looking for a response on the letter below...or shall I move this up the corporate ladder?

Thank you.

November 3, 2009

Pam & Michaela,

PLEASE SEE ATTACHED PHOTOS!.

On Saturday, October 31, 2009 we recently stayed at your Extended Stay Hotel in Sacramento on Harvard Ave. To our disgust, after having checked in that afternoon and enjoying the sites of the town, we returned to our room at approximately 9:30 pm. At that time wanting to just relax from the day, I pulled down the cover from the bed only to find fresh mice feces lying on the sheets. Upon further investigation in the room, my husband found a partially eaten bar of soap, and the small amount of Halloween candy we had brought had already been pilfered through and eaten by the mice.

After having arranged to come to spend the night at you hotel on a Guest Pass due to a previous business trip gone bad, we had expectations that the previous incident was that of an isolated nature, that being of nothing but filth in a Colorado facility, leaving my husbands socks pitch black on the bottom.

It is apparent that there is a real lack of care for the customers experience at ANY given Extended Stay. Me, having NEVER stayed at one previously, I assumed that this type of hotel must pride itself on providing a clean, well kept, reasonable room for business clients since as its name states, “extended stay” is what a lot of patrons probably tend to want to do.

Attached are photos taken of the mice feces left in the sheets and the partially eaten hotel supplies and candy bar. This is simply UNACCECEPTABLE and being a SECOND FILTH related incident, those in charge of this region should be made brutally aware of what is happening at your many facilities, and I would like to have an answer as to what and how these situations will be resolved and what your organization intends to do.

Word of mouth is a VERY POWERFUL tool. Is this the kind of publicity you want for your chain?

Sincerely,

VERY UNHAPPY CUSTOMER!