Extended Stay America Suites - Champaign - Urbana

Do Not Be An Oscar I have tried with multiple Extended Stays throughout the US, and it’s always problematic in one way or another. Their ploy simply doesn’t seem to grasp the concept of hospitality. Hospitality is about extending liberality, goodwill, graciousness, and cheer to all who you SERVE. Your sole job is to SERVE your GUESTS. On this particular stay, I flew from a thousand miles away to see my daughter for her 13th birthday which is Christmas Eve. I requested a late check-out from the front desk person, Oscar, and was only offered 30 minutes. I asked if noon would work (as her birthday party doesn’t begin until 1 PM) shortly after which I have to drive 2 hours to fly back to Florida), and was told that the housekeepers wanted to leave early due to the holidays. I explained that I previously worked in a 5-star hotel, and that telling a guest about the wants/needs of housekeeping to a guest is off-putting. In response, I was met with a snarky, condescending attitude. I explained why I came to this city, and that, otherwise, I wouldn’t be in Illinois, because it’s winter, cold, and not a phenomenal state. I was given short replies, and a dismissive, “Thanks for the joy,” remark from Oscar. Oscar, did you consider that it’s the holidays for me, too!? Did you consider that I have a life and circumstances therein just as dynamic as everyone else AND I spent my money to stay at the establishment!? No. Oscar cared more about the ploy, and didn’t have the courtesy to not throw them in my face to top that!! If you’re in hospitality, don’t be like Oscar. Oscar doesn’t understand his position in his role, and likely the world. Oscar doesn’t value his guests, and therefore couldn’t possibly value his job or the brand he represents. I wasn’t seeking 5-star service, but I also wasn’t expecting arrogance & indifference. What is a 30-minute late checkout, Oscar!? What is that!? Oscar could have said that he could extend a late checkout, and asked how long & what was my delay. From there, he would have understood that I wanted to check out one hour prior to my daughter’s birthday party instead of two hours. He would’ve also understood that I’d like to do laundry prior to my flight. However, Oscar didn’t GAF about me or what I have going on first. Oscar put his housekeepers before me. Again, don’t be an Oscar, and don’t make your guests feel less important than your staff. I am only one person, but today a guest is lost, and Oscar is forever imprinted in my mind as Losscar. If your housekeepers quit coming to work, you have rooms that you, as management, must clean. If your guests quit coming to your hotel, YOU HAVE NO JOB. I think this should be an easy thing to figure out. This sort of slanted approach to hospitality is pervasive throughout the entire Extended Stay brand, and it’s quite simply trash. 🚮 Do better.

I had a few sketchy stays with ESA in the past and was a little apprehensive but need affordable and pet friendly Pros: Great price Friendly and kind staff Safe location- convenient to many things Decent but not great General cleanliness was good, not super super clean but very acceptable.Competing smells from all the various cooking going on….not something the staff can control…