Name: Suburban Studios Montgomery East I-85
Address: Carmichael Rd, 5115, Montgomery, 36106, US

2/10

Poor

15 Jul 2026

tatiana

DISGUSTING!!! Very sketchy and unsafe! Desk guy tried to follow me to my room, too. Everything in that room was NASTY. Like, not even surface clean at all, genuinely nasty and filthy. Dirt and crumbs all over the kitchen floor, microwave has likely never been cleaned, top of the small fridge had a caked on layer of dust, the washcloths and towels were DISGUSTING stained and dirty. No soap or shampoo. Bathtub was disgusting. I couldn’t even take a shower. The bed sheets had stains all over. The window did not lock or close completely. Smoke detector in room was going off, I took it down and reluctantly brought it back to the desk guy that tried to follow me to my room. I told him that the room was disgusting and unclean and he shrugged. I asked for a refund and he laughed at me, told me that they don’t do refunds for any reason. That guy was so rude and creepy, he kept staring at me so oddly, it was very off putting. Other smoke detectors kept going off all night. I barely slept at all. The place was a health hazard. I’ve never stayed at a place so dirty and disheveled. There is literally NOTHING positive I can say about this dump. The grass was severely overgrown, weeds several feet high. Old furniture scattered all around the property. I tried to tell the next desk person the next morning but he kept yelling over me and refused to let me speak, kept calling me a liar and a fraud. Said I dirtied the room and towels myself. What a horrible place with horrible employees.

Self

6/10

Pleasant

10 Jul 2026

Larry

Extremely loud neighbors. Staff did nothing to help with issue

2/10

Poor

18 Jun 2026

Daniel

This place is not for a traveler who is used to Hilton type setting. Friendly staff but place is not for me

2/10

Poor

17 Jun 2026

Deborah

I didn’t like anything about this place because the proprietors never opened the door to me. Literally. I tried to phone ahead, to inform them of my delayed flight, but the phone went unanswered. Then, when I finally arrived, around midnight, I met a locked door. A message on the door said something like, “If door is locked, use phone to reach reception desk.” So I lifted the receiver beside the door, heard it ring, heard the ringtone change, heard the silence of a dropped connection. I tried three times, with the same result. Meanwhile, I stood in a poorly lit alley, surrounded by empty, old cars. The environment frightened me, so I left. I cannot at all recommend this venue.

Self

2/10

Poor

11 Jun 2026

Jennifer

We got there right at 10p and the lobby door was locked. There’s a sign that says to pick up the outdoor phone to call front desk but it did not work. We tried calling the phone number but it was out of service. We banged on the door and no one came. We were not able to check in or stay at this place. We had to scramble to find another hotel. It was horrible.

Partner

8/10

Excellent

06 Jun 2026

Kasteva

I enjoyed my stay

Friends

2/10

Poor

01 Jun 2026

Timesha

I never stayed at the room wasn’t anybody there

6/10

Pleasant

23 May 2026

Lexi

When we arrived they couldn’t find my reservation at first, then when they found it they had said I had to call Expedia and figure out the issue, Thankfully they figured out the issue.
The lobby wasn’t dirty but not clean either, while walking the main hall all you could smell was weed when it’s supposed to no smoking of any kind. When we got in our room roaches ran everywhere, the shower wasn’t cleaned out there was hair and a brown stuff in the bottom of the shower as well as there was no towels in our room. We had left for dinner and when we got back the bedding had been changed and we had been brought towels. Half way through our week my card stop working for our room door but would let us in the hotel then there was never a person in the office to fix my card luckily my fiancés card was working.
They never tell you where the dumpster is but expect you to basically have the room spotless or they charge you a ridiculous fee. We were scared to miss anything in the room.

Partner

8/10

Excellent

12 May 2026

Fernando

Nice and vizy

8/10

Excellent

29 Apr 2026

Bennie

Great stay very quiet as I like

Self

2/10

Poor

28 Apr 2026

Cindy

We never checked in. Never stepped in the room. We were told we had the last room but it wasn't cleaned yet......at 10 pm. Than, it was on the 3rd floor. I'm a 70 year old with a slight handicap and they didnt have an elevator. Clearly not handicap accessible! I'm expecting a full refund

Partner

2/10

Poor

26 Apr 2026

james

refused to accept confirmed Expedia reservation or honor documented pet policy. staff was unresponsive and ultimately rude.

2/10

Poor

25 Oct 2025

Billy

I checked in to a room with a bed with no bedding. There were patched walls that hadn’t been painted in my room. The noise level in the halls was ridiculous. I just wanted a room to sleep for a few hours before hitting road again. I awoke to someone banging on my door around 1 or 2 am asking me to open up and come out, no way I was doing that. I ignored it and when the group came back I called 911, to handle what felt like threats and escort me out at 3 am. They could not get in due to the entrance being locked and the front staff was not available to open it. Scary night, no sleep. If you care about safety or cleanliness, avoid this hotel.

2/10

Poor

20 Oct 2025

Ronald

I WOULD NOT RECOMEND THIS PLACE TO ANYONE.

The place really needs to reconsider having this established in this location.

Business

2/10

Poor

13 Oct 2025

Starie

I could not stay here and they didn’t refund me smelling like drugs and to crowded in the parking lot

Leisure Family_with_children

2/10

Poor

04 Oct 2025

Suzan

Worst hotel stay ever! Room smelled bad. Old, shabby furnishings. Hand towels only, no bath towels. Pillowss stunk like old cigarettes and sweat. Most uncomfortable bed. Water damage everywhere, smelled like mold. The check in lady charged me for the room, even though I paid throgh hotels.com. She said i would have to talk with hotels.com to resolve that issue
This is NOT a 7+ rating as you stated. It isnt even a 1! Absolutely horrible!

Self

8/10

Excellent

23 Sep 2025

Donald

It was in a good location nice room but noisy at night.

Leisure Self

10/10

Exceptional

20 Sep 2025

Keysha

Thumbs up

Leisure Family

2/10

Poor

28 Aug 2025

Brandon

Easy to find but the property was unprofessional and overbooked. I believe it was just a communication issue but it was resolved poorly. Customer service on the phone helped me get a refund but I basically resolved all my own issues. The hotel was useless, I don't mean to be harsh because the young lady at the desk was kind but unavailable when I came to check in for an hour. Then didn't know if she had any rooms, then just told me I don't know what to do and stared at me. I got a refund and booked an airbnb but probably won't use expedia again for awhile. I'm sorry

Leisure Self

2/10

Poor

09 Aug 2025

TIMOTHY

Worst hotel i have ever stayed in. All night shouting. Room roaches. Should bot be on any site

Leisure Family

6/10

Pleasant

27 Jul 2025

Mark

Bed bugs and dust mites?

Leisure Self

2/10

Poor

04 Jul 2025

Jeremiah

This place need to be shut down! It was so nasty a pig wouldnt enjoy it! Roaches was everywhere and the light sockets was covered in roach poop

Leisure Family

2/10

Poor

28 Jun 2025

chika

It was a nightmare. Tiny Cockroaches everywhere. I had to buy an insecticide but that did not still help. Was so afraid to carry my stuff home for fear of getting my own house infested!

Business Self

2/10

Poor

08 Jun 2025

W. Mark

Dozens of roaches in my room, in each slave all night long they were found like “roommates.” Very poor cleanliness. Smell of uncleanliness. I would be embarrassed to have my business associated with them, if I were hotels.com; somehow labeled by hotels.com as “good,” it was completely subpar.

Self

10/10

Exceptional

16 May 2025

Christopher

I don't think the price for guest laundry is customer friendly.

Leisure Family

6/10

Pleasant

12 May 2025

Aurika

The rooms are spacious and the staff is very friendly. However, people were smoking inside the stairways and their rooms. The hotel stunk of smoke. We had to stay for a month, and all of our stuff stunks of weed and cigarettes.

Business Family_with_children

10/10

Exceptional

11 Apr 2025

Scott

Clean budget hotel

This was the 2nd cheapest option in the area, but it was clean and the staff was very friendly. Do not expect a 5 star hotel at this price. Everything was outdated but clean. Beds were comfortable. We enjoyed our stay and would stay there again. Not the best neighborhood, but I had no problems and would take my family there again.

Friends_and_family Family

4/10

Poor

28 Mar 2025

Laura Graciela

When I arrived, there was no room available. They gave me a dirty room; I didn't have a choice. The air conditioning was broken and noisy. So the next day, Tuesday, I talked to the manager. They said they were going to fix and clean or call Expedia to change the reservation. was a very unpleasant experience. So, no, I went to look around other hotels. The closest was Best Western, and I stayed there, paying almost 340 dollars for the 3 days. Expidian never called me back. appreciate a refund for the hotel, same situation with de Dollar rent a car NO cars available they send me to Herts and I paid for the rent with different credit car. Please call me Laura Teran-Jara (562) 6592550

Business_and_leisure Self

4/10

Poor

20 Mar 2025

Yvonne

Room was cleaned with bleach. Strong bleach odor

Leisure Partner

10/10

Exceptional

18 Mar 2025

Ernesto

I didn't like the wifi

6/10

Pleasant

16 Mar 2025

Marguerite

The location is terrible

Leisure Self

8/10

Excellent

10 Mar 2025

Tracy

Peaceful

Partner

2/10

Poor

10 Mar 2025

James

On Expedia it showed this property being nice clean and neat. There was no coffee for in the morning. The first room I was put in the blinds would not go down. There were dead Roachs in the drawers and cabinets. The stove was missing the nobs to turn it on and one of the burners was missing. There was no trash can in the room. After calling Expedia they said they would get in touch with the hotel. I was able to get my room changed by going down to the front desk myself. I feel like I got nowhere with Expedia. The staff at the hotel was great Mrs. Teri and Mr. Charles were very helpful. The next room was cleaner but had no microwave. The picture posted on the website are outdated by 5-6 years this place is nothing like what you see online. The desk didn’t even have a chair. And the internet would have been better if it was DSL. It was slow. If you are looking for a 5 roach hotel with a side of syphilis, this is the place for you

Business Self

2/10

Poor

10 Mar 2025

Florence

I would like my money back I check and check right back out

Leisure

2/10

Poor

09 Mar 2025

TERRY

Unacceptable

My stay never happened due to\"overbooking\", which is beyond me how that happens. Then, to call me at 515 to tell me they're glad to get in touch with me when check in is at 3 o'clock . I've stayed there numerous times and i can see the decline happening each time. This was the final straw though, no more.

Partner

8/10

Excellent

05 Mar 2025

Valerie

The staff was great

Leisure

2/10

Poor

24 Feb 2025

Brandon

Front counter hotel auditor name “Teri” if I’m not mistaking have literally the absolute worst customer service skill set I’ve ever encountered in all of my 30 years on earth no exaggeration she shouldn’t have made it past orientation.

10/10

Exceptional

17 Feb 2025

Joseph

Nice rooms, quiet.

Leisure Partner

10/10

Exceptional

15 Feb 2025

Marasha

The German gentleman at check in was very polite and accommodating. Made check in quick and easy.

Leisure Family_with_children

6/10

Pleasant

11 Feb 2025

Timothy

Rude staff. \"Accessible\" rooms required going up and down staff. At least one screaming match during sleep hours.

Self

4/10

Poor

07 Feb 2025

Carey

Sheet under the top sheet was filthy...stains on the lamp shades...no hot water whatsoever.

Self

2/10

Poor

01 Feb 2025

Adrian

Terrible place ,The room smelled like cigarettes, i started to get dizzy, I told the manager, they didn't have any more rooms, do not recommend

10/10

Exceptional

27 Jan 2025

kari

The staff especially the lady at the front desk is super nice!

Leisure

10/10

Exceptional

26 Jan 2025

Raul

Wayside

10/10

Exceptional

08 Dec 2024

Kendra

Check in was easy staff was nice room was clean

Business Partner

6/10

Pleasant

21 Nov 2024

Jevon

It was great just to many people hanging around outside but it was a great place room was clean smelled good I would go back if I had to

2/10

Poor

13 Sep 2024

phillip

Nothing

4/10

Poor

08 Sep 2024

Brian

Stayed here for a couple weeks. The reviews seemed good and the price is cheap. Every day I woke up to new bug bites all over me. Staff was nice but never cleaned my room the whole time I was there. Only seen 1 cockroach to my surprise. I guess you get what you pay for. No more cheap hotels for me.

Business Self

4/10

Poor

08 Sep 2024

Brian

Bed bugs.

Business Self

2/10

Poor

29 Aug 2024

Andrew

When we arrived at 10pm, nobody was at the front desk. The listing says that check in lasts until midnight. We called the late check in number using the lobby phone as indicated by a sign in the lobby. Nobody answered. We called the number in the listing. Nobody answered. We continued this way for almost a half an hour before leaving to find another place, which turned out to be filthy (most of the properties in the area were booked full). When contacting customer service to make sure I wouldn't be charged, I was told that the property had filled up, so the staff just left the lobby unattended because they felt that they were no longer needed, with no way for us to know what was going on. Had they not erroneously listed a vacancy, we would have booked another place in the area that afternoon when there was still availability. If you book here, understand that the reservation is meaningless. They overbook and it is entirely possible that you will roll in late and not have a room at all.

Leisure Family

2/10

Poor

28 Jul 2024

Dustin

Do not stay here. 3 guys were banging on my door trying to rob me. Just came in to town to work and this place was the worst sleep I’d ever had. The rooms were clean the staff was nice. But the people around the hotel were loud and fighting all night. If you value safety this is definitely not the place to be.

10/10

Exceptional

08 Jun 2024

Lucinda

I enjoyed being there. The staff is very friendly and understanding. Descent for me and my family. Wiould stay there again.

Business_and_leisure

2/10

Poor

19 May 2024

David

I want a complete refund immediately
Due to heavy rains and thunderstorms I did not arrive until midnight
The lobby was locked and the phone at the door would not work. I called the hotel number numerous times and never received an answer. The was while it was pouring down rain. I had to leave and continue my travels exhausted, frustrated, and without sleep or a shower. Full refund immediately or I will take this to higher levels. David Carden

2/10

Poor

27 Apr 2024

Stephen

The facility is rundown, it is located in a high crime area The carpet was filthy the box spring was broken window lock was broken had another lock on the window only allowing you to open it 3 in fire hazard unsafe for families and children

Leisure Family

10/10

Exceptional

19 Apr 2024

zandra

Customer Service and Check In was great. The room was clean and quiet.

Leisure Family

10/10

Exceptional

09 Apr 2024

Julie

Super clean. Loved the fact there was an oven and not just stove eyes and full size refrigerator.

Business_and_leisure Self

6/10

Pleasant

31 Mar 2024

Wynona

The rooms are decent but the lighting is poor. The couch looked worn and the outside window pane was broken and a burglar bar was there

Leisure Partner

2/10

Poor

11 Mar 2024

Sonya

Warning

Needles on the ground. All kinds of ppl coming in and out. Yelling from the kids, from the top of their lungs. Smoke so bad that iam still trying to get it out. My lungs full of second hand smoke. I still have coughing problems. Broken glass bottles all over outside. They would not do nothing about it. Plus they had health department there and wanted to shut it down. But they got talked out of it and owner has to pay for fines. Do not go there! Its really bad there. O forgot to mention all the drug problem that goes on there. The picture is of the tarp I had to put up to slow down the smoke.

Friends_and_family Family

8/10

Excellent

03 Oct 2023

Barry

Ok

Leisure Self

10/10

Exceptional

28 Aug 2023

Barry

Good

Leisure

10/10

Exceptional

28 Aug 2023

Barry

Everything good

Leisure

10/10

Exceptional

27 Aug 2023

Barry

Everything was good!

Leisure

2/10

Poor

18 Aug 2023

Beautiful

My 300.00 speaker was outside the room door getting ready to bring in and in 2 secs it was stolen

Leisure Self

6/10

Pleasant

07 Aug 2023

Belinda

There was no breakfast just coffee, you had to carry your luggage upstairs ( not convenient at all )😡😡😡

Business_and_leisure Self

10/10

Exceptional

27 Jun 2023

cassandra

Amazing

Partner

10/10

Exceptional

23 May 2023

Glenda

Very nice

Business Family_with_children

2/10

Poor

05 May 2023

CaTerius

I want a full refund

10/10

Exceptional

18 Apr 2023

Jean

The property need and elevator . I'm a senior an not able to walk up a lot of stairs 🙃.

Business

10/10

Exceptional

03 Apr 2023

Yakesha

Everything was good looking forward coming back

2/10

Poor

09 Oct 2022

Crystal

I hate this property now it's alot of violence in the area along with ppl walking up/down the roadway. Also I'm upset, mad, and pissed with expedia for overbooking and me not having a room coming from out of town. I had no place to go and had to sleep in my car due to all the hotels were full to capacity for the events in Montgomery. The front desk personnel was very blunt and rude. I've spent 2 hours on phone with expedia trying to find a place to stay having to listen to a forgein guy which I could not understand nor capable of finding me a room for 2 night. I will never book with expedia again after this incident. I would definitely like a refund causing me a headache and alot of stress. The guy could only find me a room for Saturday after 4pm meanwhile I was homeless for 1 night and trying to be in a safe environment

Leisure Self

2/10

Poor

28 Sep 2022

Lisa

I would give it negative. I arrived with my family as a late checkin and no one was working. I wasn’t able to check in. Terrible.

Leisure Family_with_children

2/10

Poor

11 Mar 2022

Danielle

Dirty sofa sleepers. We had to go out and buy comforters because the hotel had no linens.

Business

4/10

Poor

27 Dec 2021

Nathalie

I would not stay here again. Although the staff was pleasant and nice, the hotel/rooms were dirty.

Leisure Family_with_children

4/10

Poor

25 Nov 2021

Anita

I was shocked to find out there is no elevators in this property. Also, unexpected pet fee. I walked out to my car to get something and the front door was locked and I couldn't get on with my room key so I picked up the phone by the door and a very rude woman half screamed that the door is locked, duh.......really? She informed me rudely that I needed to enter by the side door with my key after the front door is locked. The bed was fine though and location is good but there are many other choices of hotels nearby. I would not recommend this motel with horrible service.

Leisure Pet

6/10

Pleasant

12 Nov 2021

John

Very Disappointing

Lots of stairs and no elevator. The property was old and smelled of smoke. The breakfast consisted of coffee, instant oatmeal and granola bars not at all what I expected from the website. There was no indication that even the lobby has stairs to get to any rooms. Not ADA compliant in the least. Very disappointed…

Business

2/10

Poor

01 Oct 2021

William

Not For Family Travel

The property was in a dark area with dark parking. There was no one to check us in when we arrived. I finally called the hotel and a manager checked us in. The place was visibly dirty with a foul odor. There wasn’t an ice cube anywhere. There wasn’t a cup of any kind in our room. No shampoo. Furnishings were worn. The place was noisy well into the night with loud voices and doors slamming. We never felt secure and left the first thing the next morning. We checked out and did not use the second night of our reservation. When I inquired about a refund they told me to check with hotels.com. I tried to contact them but my live chat was disconnected or abandoned in the early stages. I could never get anybody back on the line so I emailed my matter to hotels.com but never got a response. It was worth losing the second night’s charge to get a peaceful night’s sleep at another hotel but I feel like a place like this should not be offered on a travel site. It was nothing like it was represented. I certainly expected some sort of reply. Very sketchy feel to the place.

Partner

2/10

Poor

26 Sep 2021

Verified traveler

Hotels.com cancelled my evacuation reservation

I was on the road, evacuating from New Orleans after Hurricane Ida and on my way to your hotel, when I received a call telling me my room was no longer available. I had talked to the hotel previously to make sure late arrival was guaranteed, but nevertheless you did not honor that commitment. In one word — AWFUL. This all happened at about 5pm, after I had been working all day in the heat with no power to pack my dog and me to evacuate. And because everyone from my area was evacuating, it was almost impossible to find another room. YOU SHOULD BE ASHAMED OF YOURSELVES.

Self

6/10

Pleasant

31 Jul 2021

Courtney

It was ok for a night

Regina at check-in was fabulous. We were just stopping through on our way to the beach, so we just needed a place to sleep. The place was clean enough, but the bed was extremely uncomfortable. The room was rather outdated and the carpet was dingy. For a night it wasn't bad, but I think it was far more expensive than was warranted.

Partner

10/10

Exceptional

13 Jun 2021

Verified traveler

I was pleased with the care taken by the staff at this location. Rooms are clean and smell great. Laundry facilities are compatible with touch free cellphone technology, which saved me the trouble of looking for change elsewhere.

Leisure Self

6/10

Pleasant

12 Apr 2021

Christopher

Probably wouldn't stay here again but it wasn't horrible. Staff was very nice. Room was very dated. Mattress was very firm. Suspicious activity in the parking lot.

Self

10/10

Exceptional

03 Mar 2021

Laron

Great people Abd service the General Manager was awesome

Business

8/10

Excellent

22 Feb 2021

NANCY

Ask for kitchen utensils, dishes at check in

Great location and accessible to major roads. However, was never advised at check in that there were no kitchen utensils, dishes, etc in room until i discovered this. A laminated notice in room said to ask front desk for any kitchen items. Never did ask since fortunately had my own silverware and take out food. But, had just stayed at another Extended Stay in a different city and all utensils etc were already in room.

Self

8/10

Excellent

21 Feb 2021

Mark

Works for me

Clean, comfortable, convenient. Not fancy, but good accomodations for long stays.

Business

8/10

Excellent

12 Jan 2021

Verified traveler

Not bad for an extended stay , nice spacious room

10/10

Exceptional

11 Jan 2021

Christopher

Everything was amazing

Self

8/10

Excellent

07 Dec 2020

Alice

Clean & Comfortable

Convenient, clean, comfortable. Good value.

Partner

10/10

Exceptional

28 Nov 2020

Jessica

Our stay was very good! The front desk gave us everything we needed. It was very clean and had good safety measures put in place. We love this hotel for our family.

Friends_and_family Family

10/10

Exceptional

20 Nov 2020

Edith

Nice weekend getaway

It was absolutely amazing. We stayed for the weekend and everything was great. The room was very clean. The staff was super nice and helpful. It was very quiet. Will be staying here again!!

Friends_and_family Family

10/10

Exceptional

11 Sep 2020

Sergio

They take your safety and cleanses very serious

Business

8/10

Excellent

02 Sep 2020

Patricia

Nice enough

Friends_and_family Family

2/10

Poor

24 Jul 2020

Verified traveler

I didnt like the fact the bathroom was awful on plumbing toilet wasnt flushing sink and tub wasnt draining

Leisure Partner

8/10

Excellent

15 Jul 2020

Francis

Montgomery Alabama Extended Stay experience.

Things were generally good. I arrived later in the evening and needed to relax. I was told I could have a first floor room, but the TV was not working well. I was surprised to learn that what was considered the first floor was the basement. OK, I needed a place to sleep. The room was fine, but no TV which was fine by me. No breakfast in the morning due to corona 19. They did give me some granola bars, but no coffee either, corona 19 as well. Good stay considering the circumstances.

Self

8/10

Excellent

08 Jul 2020

Rebecca

I really enjoyed staying here. The full kitchen is great. And it is very affordable compared to other places. Staff is great.

Business

10/10

Exceptional

01 Jul 2020

Josephine

I really enjoyed my self when looking for a room i would love to come back again it’s located in a nice place close to shopping

Friends_and_family Friends

10/10

Exceptional

01 Jul 2020

Tracy

Awesome stay.

From the time I checked in, til I checked out, my stay was perfect. I even had a check up call to see if all was tight with my room. That is FANTASTIC customer service.

Business

2/10

Poor

22 Jun 2020

Extended

When I got to the hotel they were out of the type of rooms I booked and prepaid for then down grated me and didn’t offer the rest of my money back. Because the room they put me in was much less than what I paid for.

Leisure Self

8/10

Excellent

22 Jun 2020

Elanda

It was a nice hotel, the only bad thing is no was at the front deck to check us in we had to call her on the phone in the lobby before she came to the front deck and then it took her awhile before she arrived and we got ready to check out there was no one there and some more guests were checking out as well and they called and we were told to slide our room keys underneath the door

Friends_and_family Family

6/10

Pleasant

02 Jun 2020

Verified traveler

WHAT I DID LIKE WAS THE FRONT OFFICE WAS VERY KIND WHEN I CHECK IN AND OUT. AND FOR MY DISLIKE WAS THE WATER PRESSER FROM THE BATHROOM SHOWER WAS VERY LOW AND IT WAS NOT HOT.

Leisure Partner

8/10

Excellent

02 Jun 2020

Verified traveler

Clean and neat atmosphere will definetly stay again

Leisure Partner

4/10

Poor

23 May 2020

Verified traveler

The first room had a fridge that didn't work and was leaking. Asked to be moved to another. The front desk was very nice and she moved me into another room. This room had a working fridge but smelled of fried food. The employee sprayed something that helped. There were grease stains and splatter all over the stove and couch. The pull-out bed had crumbs all in it. The mattress from the pull-out was super thin and needed to be replaced.
The front desk attendant (I can't remember her name) was very friendly and accommodating.