Extended Stay America Suites Los Angeles Monrovia

I had a prepaid reservation for arrival at this location on 4/14/2025 for 3 nights. Upon my arrival, I was told that I had no reservation. Then was told they had previously checked in someone under my conf #. An extremely unpleasant interchange then took place with the staff behind the counter. I persisted in asking for a room. They refused. The woman said this was MY problem and that I needed to leave. The situation escalated into a screaming match. Then the woman claimed I pushed the young man behind the counter. She called the police! Then she asked the young man If I had touched him and he responded "no, she did not touch me." I subsequently asked for a full refund. I was told by the man that the refund was processed and he gave me some paperwork. I then left. The police arrived but I was no longer in the lobby. I left the property. I can hardly believe this all happened. After recognizing that my room was given away to someone else, the hotel staff should have accommodated me by giving me a room. I asked and the young man told me there was a vacancy. Instead the woman behind the counter made this mixup MY problem and told me repeatedly to leave. I have never in my 75 years encountered a situation where I have been treated with such blatantly rude disregard. She made no effort to defuse the situation and instead, caused it to escalate into a verbal altercation. This was the absolute worst customer service I have ever experienced. Complete lack of respect on her part. I took my business to a nearby Marriott property.

I had a great stay. This hotel is right off the freeway, Raising Canes is right next door and lots of other great restaurants are near as well. There was a lot of parking and the parking lot is well lit. The bed was comfortable and there wasn't a lot of noise.

The bathtub looked like someone had rinsed out a paint bucket and it is permantly stained. I had no bath towel and had to ask, but only got one and the cheapest one at WalMart would have been better. The kitchette had no dishes, cups, pans, silverware--nothing but a nasty stovetop and refrigerator. The hotel is very understaffed and often there is no one at the front desk. Many of the people staying here are having issues with the card keys not opening the door and having to get them reprogramed frequently. It is very run-down. I'm sorry, but motel 6 would have been a slight improvement over this location.

After checking-in I noticed that the side entry door to the building where a key card is needed to enter, was broken...meaning anyone could get into the building from the street, jeopardizing everyone's safety in the building. I've reached out to customer service about this several times, with no response. When staying at any hotel, a person's safety is paramount, and this has been extremely disregarded by staff and management. I am a single female, and felt unsafe for my entire stay. The room was permeated with cigarette smoke and the tub looked like it hadn't been cleaned in months and the paint was chipped. I realize this isn't a 4 Star establishment, but there are standard amenities that are expected...one being cleanliness and the most important when staying somewhere other than your home...safety...NEITHER of these were offered to me.

Jackie was the best receptionist, stayed alone was very helpful She was in top of everything . She is the only one who went above and beyond and actually knew what was going on . there was another very rude check in person who needs customer service classes.