Smart Suites, Ascend Hotel Collection

So very disappointed in my stay The man working the desk was kind but my stay was awful. After a long day, and needing a place to stay i choose here as rates were fare and booking was easy. Got to my room went to make tea and had roaches come out of my coffee maker scattering all over the kitchen. I freaked out, and started looking around and the room was disgusting and filthy. I called the desk and he switched my room as it was very late at night and just needed sleep and a shower. At first glance my 2nd room was okay but as I looked around more I noticed the cleanliness in there was also lacking. To say I'm disappointed is an understatement. I have stayed in many different types of hotels and never have I had to deal with roaches and a filthy room for over a $100 for not even a 12hr stay ...

Forget all the negative reviews you've seen! This was an A+ experience from the moment I walked in the door! We came from another extended stay place (rhymes with siesta) which was really dirty, exterior room entrances, loud neighbors, etc. Not ideal for over 2 weeks... Enter Smart Suites! I was worried about the reviews from only 6 months ago, but decided to give it a try and cast my own judgment. From the moment I entered, I noticed it smelled clean. Like REALLY clean! Then I met Rob Cave, front desk agent, who was the most hospitable person I've encountered in a long time! Rob willingly showed me the room we were assigned (having given us a free upgrade from the standard studio, because he was paying attention to our stay dates). It had some dated furniture (more on that later), but the amenities were fine! The room was clean. Like REALLY clean! Good amount of space, and enough for my wife and our dog to stay for our extended visits to UVM Medical Center. The best part is that it was within budget! Now the furniture... yes it's a little dated, but that's part of what you get with Choice Hotels' Ascend Collection. They look old fashioned, but the dining chairs are some of the sturdiest I've sat on in a hotel. I'm a big dude, and I didn't feel like the chair was gonna collapse like at other places. We decided to risk moving the couch, knowing that it may or may not have been cleaned underneath. To our delight, and in STARK contrast to the place we came from, the carpet under the couch was clean! Like REALLY clean! Speaking of clean, did I mention this place is clean? Like REALLY clean? We saw staff everywhere cleaning every nook and cranny. There was even someone mopping the stairs! I repeat... THEY WERE MOPPING THE STAIRS! We're gonna like it here. Another big shoutout to Rob Cave, front desk agent, for being awesome. Thank you!

Service received a 2-star rating because of the front desk staff, they were great, but housekeeping failed. The overall 1-star rating is not totally the fault of staff. This property is in utter disrepair; it is without question an old property in dire need of a remodel. A musty, damp smell emanates throughout the hotel from the moment you walk in the lobby, throughout the hallways on each floor of the hotel. It follows you into the room too…makes me wonder if the hotel has a mold or just ventilation problem. Carpet in 3rd floor hallways was torn, ripped, tattered, and overall just old. Room 305 is in dire need of a new mattress and likely needs the filter in the AC unit changed; would probably help with smell. Dishes in cabinets were partially dirty from previous guest. Upon checking into room on 1st night of what ended up being a 4-night stay, I found housekeeping left me a couples of gifts. Housekeeping forgot to empty trash under bathroom sink from previous guest, and the bedding had stains on each layer, from the mattress pad, sheets, to the comforter and blanket on top. The mattress in that room was so old, it’s part of the reason I checked out early. Ultimately, I checked out early because I feared a long-term stay at this property would eventually affect my health. I called the Choice Privileges Elite Service Center and filed a complaint against this property due to the overall poor condition and disrepair seen. The staff here are not at fault (except housekeeping, they need training). The owner should remodel this hotel as soon as possible. Choice Hotels should be ashamed their brand is affiliated with this property in its current condition.

This place has professional and very welcoming staff. The kitchenette and big separated bedroom were convenient. Decoration is a bit out of style, but everything was clean. It felt like a little cozy grandma's home. A/C worked perfectly and was quiet (light sleeper here and I left it on all night). Fair value if you compare to other places in South Burlington that are more expensive and not necessarily nicer.

Our assigned room was very dirty - suspicious dried substances on the headboard, stains on the soft surfaces, dust along the edges of the floor. The desk clerk was very understanding and was able to move us to a different room, which was unfortunately also dirty. We received a refund and moved to a different hotel. The customer service here was great, but a total overhaul of housekeeping procedures is necessary for this to be a hotel I would stay at. Note: several other reviews mention dated decor. This is true, but not something that I personally mind - as long as it’s clean.