Extended Stay America - Columbia - Gateway Drive

Kelly m

I tried to check In at 531 pm and the lady told me it was going to be another two hours before my room would be available. She was very nasty and I did nothing wrong and she was completely rude to me . I told her to cancel my reservation and she told me not to ever come back . She was fat and ugly and tried to say she is the manager. I stay at ESA all the time and managers are never there past 5 and on weekends and she was wearing a standard ESA uniform managers do not. Do not stay at a place like this she was so rude.

Albert Spence

During my 3 week stay (6/24-7/8), there were very mixed and conflicting methods of hotel front desk management...and it varied quite differently based on gender. The women were professional, friendly, hospitable, helpful and courteous...as generally expected. Sophia was always cheerful, friendly and ready to assist with any issue. Conversely, the men showed indifference and a quiet reluctance to being helpful. One staff member in particular, Xavier stood out from the rest. I approached the front desk while Xavier was on duty. He was nowhere to be found. I mean, nowhere. I waited close to 90 minutes...and during this 90 min absence...an Amazon driver arrived at the front desk with a package for delivery. I had been at the front lobby for a least and hour, and said "the front desk has been unattended for over an hour." The driver looked at me like "how was this possible?" She called someone at Amazon for a solution, in order to continue with her deliveries. She eventually dropped the package behind the front desk and left. A second hotel guest appeared at the front desk, and I told her the front desk is unsecured, and the whereabouts of hotel management is unknown. She left the area as well. Soon afterwards, a third woman appeared at the front desk, looking for the hotel front desk person, to inquire about the same Amazon package. I told her "the front desk has been unattended for over an hour, and your package was delivered and dropped off, without front desk supervision." Again, the look of surprise was on her face. I told her 'I think your package arrived and was dropped off behind the desk by the driver." I advised the woman I was concerned about the desk person's status. Was he unconscious? Did he have a medical issue? Was there possible foul play involved? I'm a retired State Police Investigator...I saw the door entrance to the desk area was unlocked, propped open and left unsecured. I entered the office area through the door to investigate and ensure all was well, after all, we're not far from Baltimore, and several residents fit the physical profile of appearing suspicious. Nonetheless, after conducting a security check within the office area, I no evidence of foul play, harm, or distress. I exited the office area, leaving the door entrance open, and unsecured, as I found it, and awaited the arrival of the front desk manager. Eventually, the hotel staff attendee appeared, ...from outside through the front entrance. I was told later, his name was Xavier... Xavier was apologetic for his absence, and surprised to hear about the time length of his absence. However, he didn't appear to be sincerely concerned...like job security concerned. There were other occasions with Xavier when he again, was away from his desk. I got the overall impression he had better things to do than to monitor the front desk and cater to hotel guests and visitors. Another male staff member was in the front desk office area, but, his headphones on so loud, he couldn't hear my requests for assistance. I had to go through the unsecured door entrance to the office, to get his attention... I told Xavier about his absence away from the front desk, and of the number of inquiries during that time. He acted surprised to learn I had been waiting so long. He was also upset when told a hotel customer had gone behind the unsecured the desk in order to retrieve her package. I told Xavier, WE were concerned about your welfare and went behind the desk to ensure all was well...your lengthy absence away from the desk was a hotel security issue. Needless to say, this left a bad impression...if not for any else, but for hotel security. If the front desk office is left unattended and unsecured...how safe are the hotel guests, especially, children, from uninvited guests or persons in or around the the hotel? There's a bigger issue here, waiting to be revealed...

Randolph Stokes

Location was great, extremely close to my destination. The room was clean. Didn't need any service as I only stayed one night. Don't know why but I couldn't sleep. No real slight against this place, I just had a better experience at a more expensive local competitor.

Kevin Haluska

Well what could I say place is ok has a bit of a smell to it but hey it can manage it. Front desk staff was great nice and friendly oh some one stole the phone out of the room like who takes a phone.