Extended Stay America

My husband and I are staying at the Extended Stay America at 26250 American Drive, Southfield, MI 48075. Yesterday afternoon my husband went down to the front desk and informed them that we would be extending our stay until Saturday, September 17, 2022. The young lady at the front desk fine and on Saturday pay $636.00, which is fine.

The manager that worked on the evening of yesterday, called our room and told us we needed to pay the money on Tuesday. My husband went down stairs and spoke to the manager that worked last night and he said he changed his mind.

Prior to all of this happening, I witnessed the manager threatening a white gentleman when a African American woman in front of him called him an ignorant [censored]. She was on her cell phone and checking in at the same time. That was holding up the line. The African American manager threatened to cancel the white gentleman's reservation if he said one more word to the African American woman.

She was the problem.

He was rude to me when I locked myself out of the room and I know I saw him exhibit racism against white people especially against me.

I work for a major law firm here in the Detroit area and we deal with racial discrimination.

He was rude to me about our dogs which did not hurt anyone and were controlled.

I cannot believe that Extended Stay would allow this type of behavior from their staff especially a manager.

In this day and age I think this should be addressed that it happens on both sides of race. I think that the press should have knowledge of what is going on as well as the Court system since this type of behavior should not have to be tolerated by anyone.

Let me begin with the fact that this is not my first complaint about this. I made a complaint a week ago and none if your staff has reached out to me to follow up. I am reaching out to you via email in hooes that you will make an effort to maje this right before a charge of discrimination is filed.

I have stayed at several of your locations and have come to favor the cleanliness and most of the staff at this location. However, there is a major problem: your manager Morgan. It baffles me how a person who lacks hospitality is your manager. I have waited at the desk while hearing her in back loudly talking to staff about personal time with her boyfriend sitting on her behind while playing video games. I have seen that the other staff dresses professionally yet she works in extremely tight clothes including leggings, a tee shirt and uggs.  Along with being the poorest example of professionalism on the whole staff, she is nasty. Her tendancy for loud fast talking demonstrates a secere lack of decorum and training. I am in awe of how many lovely staff members I have seen leave while she is still here.  Personally, I have had several encounters with her where she was extremely rude and nasty. She is never apologetic or sympathetic. Her demeanor seems to come from a place of self service not customer service. She tends to focus on what she won't do instead of a place of problem solving. She seems to thrive on gossip, passing the buck, and stirring up drama. And this is just from my limited perspective. With all of this there is no wonder she is also a bigot.

I have had situations where the smell cigarette smoke was so strong I had to put towels up to my door and open my window. After days of nothing being done, she shrugs her shoulders and says its nothing she could do. Same for any obvious noise. And when I wanted to move to another room, she made me wait days. But I have noticed that when the caucasian guests complain, she moves quickly. When a white woman came to the desk complaining about a car outside that had too much bass in its music, she has female staff go outside after dark to investigate the car and call the police-on more than 1 occasion. When I complained about the same woman making noise at 6am, she dismissively had a million excuses as to other places it could be coming from. I tried explaining that its no doubt where the noise is coming from & invited her to come &  listen for herself. She then went on about how the lady was always complaining and was obvbviously an unhappy person but she would talk to her. She also said I should call when its happening which was what I was doing but she refused to investigate. When the noise continued, I followed up and Morgan said that she had not spoken to the woman because she had not seen her-as if the woman had to come to her before anything could be done. However when I went to another person on your staff for help, she came right away to listen and heard the noises and was even able to discern that it was coming from directly above. She assured me she was going to tell Morgan. As the noise continued, I went back to Morgan. She confirmed that her employee had reported the noise but again she had not "seen" the woman to speak to her. I advised her if it was too awkward for her I could to voice the complaint on the corporate line. She then storms off and says "I will go talk to her now" as if I was getting on her nerves. I was left standing in the lobby not knowing if I should wait or follow up later. I was on my way out but since she didnt say "I will be right back" or "wait here" or anything I was unsure if I should wait. I waited. Morgan finally returned and although I was right in front of her she brushed past me without a word. I found her demeanor and response incredibly offensive. She was obviously annoyed. She said the lady denied it & if it persisted there was nothing she could do because the lady has been here for years. I have a second story window that I almost fell out of trying to close it due to the cold weather that I reported over a month ago & followed up with Morgan about that has gone unaddressed. I have to put towels up to keep the cold out but this girl is irritated at the slightest proposal of work. She gave me the run around about my rate and even threatened to lock me out even though I was at a credit balance while there are people staying here who are behind in payments. My question us why is there such a contrast between the response to the white lady vs. the response I received? Why is there so much effort to accommodate one guest over another with a similar complaint? Finally, how many complaints, potential law suits, lost guests, news stories have to arise before you do something about Morgan? Or does nasty, privelilege, uneducated, unprofessional, bigoted Morgan truly represent the opinions and values of Extended Stay America? I am hoping not but time will tell.