This profile has been claimed by the business owner or representative.
Extended Stay America Select Suites - Cleveland - Mentor
- Hotels
- Mentor, OH
About this business
Location details
5650 Emerald Ct, Mentor, OH, 44060, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Beds are old spring beds The beds are no good. The pictures in the listing were nothing like our room. It would have been an OK room at $45 per night. Over priced for what the rooms are.
Business response:
We are so sorry for the issues that you experienced with the bed, Paul. We know that a good nights rest is extremely important while traveling and we are so sorry that this caused you an inconvenience. Thank you for letting us know how we are coming across so that we can continue to improve for all our future and current guests.
Checked in. Put my stuff in my room. Working nights. Came back after work at 6:30am and my key card wouldn’t work. Took 3 different people to fix it. Towels were dirty (stopped and bought my own) and I had to buy a bathtub snake because the tub wouldn’t drain. Very noisy with people congregating everywhere. Staff was friendly but never around. Needed to extend my stay by one day and was told By the front desk that I would have to wait until someone was around after 9am the next day to do so. Wasn’t worth waiting/staying up t... read more
Business response:
Thank you for your feedback. We are terrible sorry for the troubling encounters with the key, cleanliness of towels, plumbing, noise levels and outside crowds. We are so sorry for any inconvenience that this caused and will make sure that we address this with the staff directly so that we can improve the experience for all our future guests. We wish you all the best in your future travels.
COVID-19 hotspot - reported to health authority This place is a COVID-19 nightmare. No guests in masks, clerk came down without a mask on, and they refuse to refund me when I refused to stay there because of the unsafe conditions. Should be removed from hotels.com platform. DO NOT STAY HERE!!!!
Business response:
Thank you for providing us with this feedback, Jill. We are terribly sorry that you. Regarding the lack of face masks, we sincerely apologize for this. We take the health and safety of our guests extremely seriously - and can assure you that we will reach out to the front desk team directly for immediate action and resolve. Again, thank you for letting us know how we are coming across and allowing us to host you.
Disappointed. Their system went offline so took a hour to get checked in. The clerk was frustrated but
Business response:
Thank you for sharing your impressions, Nora. It is so difficult to read that we've disappointed you so much due to the system issues. We hope your future lodging experiences are truly wonderful ones.
unsatisfied customer. I found online, fairly new, very disappointed. Wont be a return visitor. Arrived 9pm, No one in oftice, even with glass partition, no one to register. Call number was on ONE of the Covid-19 posted, not on desk, but in entrance. Strike one. Lady came, did her job efficiently. Got in room, appeared clean, although sheets were wrinkled, so was unsure if someone had laid on them. Strike two. No ice, No coffee maker, (which I had asked about at booking, No one knew). I could purchase one. WHAT? Strike three!... read more
Business response:
I'm so sorry to hear that our hotel did not meet your expectations, Grace.Our intention is to WOW guests with super clean rooms and over-the-top friendly service, I'm sorry that was not your experience. We also apologize that you were not aware of our unique amenity offerings. Since we are more of an extended stay, we allow our guests to customize their experience and only pay for items that they may need or want to use, and make other items available at a small additional fee. This allows us to keep our rates super low and ... read more
Business response:
Thank you for taking time to review our hotel. We are sorry to see that our hotel did not meet your expectations. We would love to welcome you back if you need a simple, affordable stay. Best wishes in your future travels.
The staff was polite and that’s about where the positives end. One of the workers was walking around barefoot while doing her work and none of the employees were wearing masks or gloves. The hallway leading to our room smelled like marijuana. Our room was clean to a certain point when just walking in. However, when looking closely, there were stains on the sheets, toilet was not cleaned, & stains in sink and on countertop. The mattress was super thin (like a cot mattress). The quilt was super thin and looked like it had been... read more
Business response:
We sincerely apologize for the customer service that you received as this is not the standard of service that we consider acceptable. This is certainly not the wonderful first impression that we wanted you to experience and can't apologize enough for this encounter. Thank you for shining a light and the areas that we can improve upon, and we hope we have another opportunity to show you a much better experience.
I liked the updated rooms and that you got a stove top
Had check-in closed and needed to knock on the window to even get service to check-in. Also was first put in a room that had not been cleaned.
Business response:
We are so sorry for the issues with the room, and long wait time that you experienced when trying to reach the front desk. We know that your time is valuable, and efficiency is paramount while traveling. Being that we are more of an extended stay - we offer limited front desk hours. We know that this is not what most guests are used to and apologize for any inconvenience that this caused.
Frequently asked questions about Extended Stay America Select Suites - Cleveland - Mentor
How is Extended Stay America Select Suites - Cleveland - Mentor rated?
Extended Stay America Select Suites - Cleveland - Mentor has a 3.1 star rating with 949 reviews.
When is Extended Stay America Select Suites - Cleveland - Mentor open?
Extended Stay America Select Suites - Cleveland - Mentor is open now. It will close tomorrow at 12:00 a.m.