Extended Stay America

I reserved a room for July 1st-3rd at 4699 Lenoir Ave South - Jacksonville. My room was not ready when I arrived shortly after 3pm. I was assigned to room 210 and then changed to 205 due to the room not being cleaned yet. Nisha (front desk receptionist) was nice and helpful. Upon entering the room, the floors were sticky and there was a huge roach on the ceiling above the microwave/sink area. The couch cushions had not been cleaned, there was residue of some sort of animal feces/urine on the pull-out bed. There were food crumbs and legos stuck between the cushions as well. I asked a lady in housekeeping for the floors to be cleaned again (due to the stickiness on the floor) and instead she handed me a microfiber mop to do it myself. The shower had mold under the rim of the shower base, the bathroom fan did not work. The stovetop did not work, the light above the stove did not work. There was missing furniture (according to the photos that are advertised online), there should be 3 night stands, a table to eat at (my kids had to eat on the bed), my other 2 were able to eat on the kitchen where the barstools and counter are. Our electronic devices had to be placed on the floor where there should have been a nightstand. We asked for a kitchen bundle and were only given 3 utensils, a coffee mug, 2 cups, 2 bowls and 2 plates. We had to go buy pans/pots to cook with. We were treated like we were a nuisance. There were kids running down the hallways, and lots of banging and bumping above our room. We reported it to front desk receptionist and she mentioned that she would speak to them. The loud disturbance continued. Shortly after reporting, the kids banged on our door and ran. We were targeted because we made a complaint to the front desk about them (the kids). We checked out on July 3rd approximately 10:55am. I spoke with Catharine and explained my experiences with her. When checking out, the cards were placed in a clear drop box. 24 hours later, a charge on my debit card was applied of $250. I called front desk staff of ESA Jacksonville Lenoir South and spoke with Catharine. She told me that the housekeepers reported the smoke alarm was removed and placed in the freezer and that there was smoking inside the room. This is false. I am not a smoker and no other guests were smokers in the room. I had my small children present. I chose Extended Stay America because it was advertised as a non smoking property. I have bronchitis/asthma and for health reasons I can not be around smoke. The staff at this location targeted me and my family due to the reports that were made for noise disturbances. False accusations were made and I have been charged for a crime that I did not commit. I spoke to Angela (who says she’s the general manager) on July 5th. She said she can only go by what her staff is telling her. I asked her to send these photos with dates and time stamps that they have and I have not received them. My email address and phone number was provided. My bank account is in negative due to this false accusation. My children are having to settle for very little food due to the amount of money taken from me, which is what was going to be used to feed them. I work hard for the money that I earn, I’m an honest and truthful person and I would never place my children in jeopardy. I am dissatisfied with the quality of service given by Extended Stay America Jacksonville Lenoir South. I would like a full refund please. My issues were never resolved. I reserved a room for my family and I have to a great time, we received the opposite.