Extended Stay America Premier Suites - Cleveland - Independence

Disgusting. Roaches. I've stayed in plenty of hotels that have had plenty of minor problems. I'm pretty go with the flow, happy to just have a safe place to rest for a night before journeying on. This hotel has been a new low for me, bad enough to swear off any ESA hotels in the future. We dropped off our belongings and went out for the evening. The room did smell of mildew, and doors can't open if someone is on the toilet due to terrible floorplan, but again, I'm not too worried... yet. Came back around midnight, went to sleep. Woke up 2am to use the bathroom... and found multiple german roaches. Nymphs and adults. Scurrying from under the toilet, in the shower, and the wall under the sink. We packed our stuff up instantly and went to the lobby to complain. They checked us out and said to call Tuesday when a manager was back for a refund. I offered them video proof, the guy at checkout didn't even want to see it because it was too gross. We struggled to find a hotel that wasn't full but finally found one a mile away that got us in. So we have a receipt of changing hotels, it wasn't just us leaving trying to get a free night. It's been 3 weeks and I continue to get the runaround on a refund of our (half!) night. They claim I am lying about the roaches (my video proves otherwise). They said they had a "professional" come and they didn't see any,so they clearly are not treating the room and letting others stay in the infested room. Do not stay here unless you're comfortable sharing with German roaches and god knows what else in other rooms and potentially bringing them back into your own home.

I'm not one of those people who immediately check every corner of the hotel room to see if it's clean and freak out if there's some dust on top of the cabinet or something like that, but this room and especially bathroom was visibly dirty. There were hairs everywhere and even a plastic cartridge from a shaver just lying on the floor. The day after I slept in this room I had red spots all over my thighs. After reading about it I suspect they came from bedbugs in the room. I cannot confirm this but be aware of this. We tried contacting the hotel afterwards to warn them about this but got no reply. Otherwise the receptionist who greeted us spoke so softly it was almost a joke as we couldn't hear what he said and we're not old or have any trouble hearing or anything. We also had booked a deluxe room with a seating area and everything but did not get this and even after asking he said that's not what we booked so we gave up. All in all, maybe the worst hotel I've been to.

I had friends traveling in from out of town and found this hotel close by with desirable amenities at a reasonable price. Had good reviews so it was booked. When they arrived, their room was heavily sprayed for cockroaches, THE FLOOR WAS LITERALLY WET FROM INSECTICIDE. The front staff was NOT concerned while the janitor stated, while mopping up insecticide, they should have been given another room. Don’t count on breakfast- there was no breakfast as THE STAFF “FORGOT” TO ORDER FOOD!! Interested in staying? Run now and don’t look back!

Horrible experience. Clerk did not say that there would be no coffeemaker, cups, dishes, silverware, etc. in the room. Found a card that said to call the desk to have them brought to the room. Problem 1, phone not plugged into the wall or to a phone jack that I could find. Deadbolt wouldn't latch on the door, bathroom door wouldn't close and if I got it closed, very difficult to open. Toilet didn't work, couldn't get the heat to stay to set temperature, the bed was horribly uncomfortable. When I reported to the desk clerk they said they would move us to a new room, I let them know I would be in hospital, but the other guest would be back that evening. Nothing fixed because "we called and there was no answer" the desk clerk made note that I would be in hospital. When my friend returned they told her they were sending maintenance to fix the toilet, but no mention of moving rooms or fixing anything else. When I contacted assistant general manager she was rude and said I didn't answer the phone so they couldn't do anything and they asked the other guest if she wanted to move rooms and she said no which is a complete lie, and then said they didn't know about anything except the toilet, another lie because the desk clerk made a complete list. I called back to speak to general manager and was told the same lies and that "the room had just been renovated so there were no problems, another lie as desk clerk told me that upper floor rooms had been renovated but first floor rooms hadn't been. I will not be returning.