Extended Stay America Suites- El Paso - Airport — Hotel in El Paso

Driving thru El Paso TX, we made the mistake of booking a room here thru a Priceline Pricebreaker deal. This property is BEYOND GHETTO and makes Motel 6 look like a 4 Star hotel. The parking lot was sketchy and we were extremely nervous parking our car there. We were issued a room on the 2nd floor. Getting to our room there were empty beer cans everywhere and also overflowing from the stairwell trash cans. The elevator was sticky wherever we stepped and whatever buttons we pushed. The elevator shook violently going up and down floors. As we initially approached our room, a man came out of the room next to ours saying he needed to enter our room to inspect it before we entered. He inspected and apparently it looked good to him despite the bathroom door being bashed in and incapable of closing let alone locking. The towels were so used that they were stained grey and torn. A used, stained and torn washcloth was draped over the bathroom sink. We couldn't bring ourselves to step in the shower. There was a 2 burner stove and a refrigerator yet no pots, no pans, no plates, no bowls, no drinkware, no cooking utensils, no eating utensils, no dish soap. We couldn't watch tv because every channel displayed a message that it was trying to acquire a signal. The front desk told us that since we booked through a 3rd party, "it is what it is". We made outreach with Priceline who attempted multiple days to reach a manager only to be told repeatedly that they needed to keep trying to reach a manager. Finally, today Priceline spoke with the General Manager of the property, Roderick. Roderick seems to believe he has an efficient housekeeping department and pristine property that he was not willing to issue a refund. He offered to mail us a certificate for a free night stay at any Extended Stay America location. Based on this experience, we never want to step foot on ANY Extended Stay America property as this company clearly does NOT CARE about its customers. We placed a call with Extended Stay America Customer Care and all they did was contact the property's General Manager who refuses to budge. We have escalated our experience to the District Manager but we were forewarned that since we stayed the night, they will unlikely issue a refund or provide any compensation. BUYER BEWARE! We travel a lot both domestic and global and we have NEVER had such a negative experience. Stay far, far, FAR away from this BEYOND...

My family and I had booked several rooms (at least 5, possibly more like 10) for guests coming from out-of-town for a wedding. We booked the rooms at least 2-3 months in advance. Upon the arrival of the first 2 guests who had booked rooms for the wedding, I was inquiring in the office about other arrivals for the following day, to which I was told the rooms wouldn't be available at all because other guests at the hotel had decided to "extend their stay."

The office staff said they could offer me smoking rooms (although we had booked all non-smoking rooms), to which I was not ok with, because none of the guests staying the those rooms were smokers. They offered to bump us to another hotel in another the city, which is about 30 minutes away, which also would not have worked, because the wedding was very near to where the hotel was and it would have been extremely inconvenient to have other guests 30 minutes away. After those suggestions, the office staff (including managers) offered no more advice, became very rude and, when I inquired about the validity of our reservation, said that "This is an extended stay hotel. Guests have the option to extend their stay at any time." Apparently this means that reservations are not honored, and guests who decide to stay at the last minute on a whim are given preference over those who already have a reservation.

This isn't even to say that the cleanliness in the room was disgusting, and when we first arrived, a lamp was falling off the wall and half of the light switches didn't work, we didn't have any hangers for our closet (and had to go buy some), and all the dishes provided were not washed well. We all ended up going to another hotel, and I will never...

After driving for nearly 12 hours from Los Angeles to El Paso, I received a call from the hotel at 10 pm (10 miles away) telling me that they had no more rooms and that I would have to go somewhere else for the night. The lady told me that there was nothing she could do and that she had already cancelled my reservation. Because this response was completely unexpectable, I decided to drive to the hotel anyway. The lady told me the same story. There was nothing she could do. I decided to call the other extended stay in El Paso to see if they had a room. They told me that someone just canceled their reservation and that they had 1 room left. They connected me to a person that booked reservations. The man on the phone told me that neither extended stay in El Paso had rooms. When I told him that my “guaranteed” room was canceled, he informed me of the company policy. If the hotel manger cannot find a room at another extended stay, the manger must put me in a competitor’s hotel for the exact same rate that I paid for my extended stay. Upon hearing this new information, I went back inside the hotel and confronted the lady behind the front desk. I told the lady that her manager has to give me a competitor hotel. She then decided to clean one of the hotel’s “dirty” rooms so that I could get a room for the night. She told me to come back in 30 minutes (11pm). I received a call 10 minutes later telling me that my room was clean. I came back to the hotel, grabbed my key, and went to sleep for the night. This incident is completely unexceptable, it never should have happened, and I will never stay at another extended stay affiliated...