Nicole was the bright shining light in this place. The roaches, dirty floors and horrible smell of the facilities. This is ESA's culture. This was the second ESA we booked. Even their customer service associates within their call centers are rude and nasty. They are aware of the state of their locations and no one cares about it. The CSR in their call center hung up on me. One told my mom who booked this for us, it's not their fault she didn't check their reviews as their reviews would have told us about the roaches and all the things that we were experiencing. Nicole however, she was on site, she was kind, moved us to a new room that was much better than the first, but their were gnats that came out of the plumbing, the layer of dirt on the floors showed they had not been cleaned thoroughly in years. Once we got in bed, we realized that their was a layer of dust and cobwebs on the wall that we cleaned. There was used Qtips on the lamp in the first room. When we checked in we asked about the free breakfast, the lady (not Nicole) checking us in seemed bothered by my requests. She even commented on how she felt about people asking about the breakfast. Said it would be in the office on a counter top behind me in the lobby and it was grab and go only. It saddens me that ESA has come to this.