Extended Stay America Suites - Newport News - Yorktown

Nothing

Everything

Location

Room carpeting needed to be vacuumed better. The bathroom counter still had soap scum on them. Shelf in shower still had old shampoo scum. Toilet had mold in bowl. Bathroom floor could have used a better mopping.

The manager giving us her contact info in case we needed to follow up with our refund status.

I only stayed 2 nights out of the 4 I originally booked, and unfortunately, my experience wasn’t great. Honestly, I wish I had only stayed one night, but I ended up staying a second because I believe it was already past checkout time by the time I mentioned wanting to leave. I had left my key in the room and didn’t return until later in the day, so I decided to wait until the next day to speak with the manager about how much we could get refunded. Checking in was okay — the front desk employee was nice — but I really wish she had given me better directions to my room. I was carrying my baby and a playpen, went into the wrong building, and ended up struggling to find the right room. I had to go back and ask for help, and only then did she mention it was in another building. Later, I saw her notice me struggling to carry multiple trips of things (with my baby in a carrier), but the next day I saw another guest using a cart to move their stuff. I wish she had told me those were available — it would’ve saved me a lot of stress. When I first entered the building, I noticed quite a bit of trash in the doorway and hallways. Inside the room, there were clear signs it hadn’t been properly cleaned — a sticky door handle, a dirty smudge on the door, an unclean microwave that was also missing its plate, unclean fridge and freezer, unclean floor because there was a stain could have been easily wiped, and a curtain with a very questionable-looking stain. There were M&Ms and even a clipped nail (which could have been dangerous with my crawling baby who puts everything in her mouth), a baby bottle toy, dirt and dust under the bed. The bathroom floor had a black smudge that spread when wiped. I felt so uncomfortable sleeping in the bed thinking if everything else is unclean the bedding might be too....it’s not like I was looking for dirt and uncleanliness— it was just noticeable right away. All of this is definitely not ideal for a crawling baby.

The shower curtain smells like urine and was dirty. I asked for another shower curtain and it had mildew down the bottom. There was roaches in the kitchen, bathroom. I couldn't take it anymore when I saw the roach come out of my keyboard while I was working. I called downstairs to ask for someone to fix my toilet because it was clogged and I asked for someone to take care of the roaches. I was sitting on my bed when a man walked in. He didn't knock or announce himself. He just walked in. It made feel uneasy. He did apologize but by then I didn't feel safe.

The bugs and how unclean the room was

The room itself was generally nice, with many amenities. I didn't like the liability fee being applied to my credit card w/o any written information on how it would be used, or what process I could use if they decided to invoke it. If there were any instructions, I wasn't provided any resources to it. Additionally, the "common areas" (hallways, stairways) were not well-maintained: they were dirty, trashy, and muddy/stained. This encouraged bugs. In my room and bathroom, particularly, I encountered/killed a dozen bugs, crawling on the walls, or flying/hopping about. It did not make me comfortable staying there. I'm glad it was only for a single night.

I've never stayed in a hotel where the floors are completely black, and we had to go buy black socks to walk around and were thrown in the trash when we left. There were so many roaches crawling all over we were afraid to put any food out, so we kept it all in the refrigerator. We went out and bought sheets to put over the couch and chair just to sit down. Quality control really needs to visit this place...

There were bugs in my room I left the hotel at 10:30 at night and had to rebook with another hotel