Extended Stay America Suites- Charleston - Mt. Pleasant — Hotel in Mount Pleasant

While the hotel is in a nice location the service of the hotel manager here is below subpar. I am a traveling nurse on assignment. I booked this hotel for 56 nights. When I first came to South Carolina I had originally booked at another Extended Stay America in North Charleston. I stayed 1 night and checked out due to cockroach infestations. I then relocated to this hotel. My rate went up $135.00 more a week. No big deal I decided to eat it the extra cost. I checked in on a Tuesday, I informed guest relations which notated my account that I would need my stay debited from that point on every Friday starting the next week, which would have been 4/8. They stated that this would be no issue. On 4/9 they debited my account for the weekly rate. On Thursday 4/14 at 3pm we became locked out of our room. I was on assignment nearby and my husband went down to the front desk to inquire why the key was not working. Manager Joy yelled its probably because you didn't pay your hotel fee. My husband then stated, that the bill was paid on 4/9 and before that on 3/29. The next bill should be paid on 4/15. Manager Joy then became irate and stated that we were still 3 days behind. That she had tried to run my car several times on 4/12, 4/13/ and 3 times on 4/14. I stated on the phone to my husband well my check does not hit the checking account until 1pm on Thursday, while explaining this to him I can hear Joy rudely ranting and raving in the background about how we have 1 hour to move out. I then stated to my husband what the F* is the problem there's money in the bank tell her to run the card again. I did not realize that his phone was on speaker phone, nor was I even addressing her when I cursed it was more of a confused what the heck is going on moment. She then stated that's it, I will not tolerate un-classy behavior or vulgar expressions you can definitely get the heck out of my hotel. She then refused to speak to me on the phone and walked away from my husband stating she refuses to deal with our kind, which I'm not sure what she meant, as we are both college educated individuals. I then called guest relations to advise them of the situation, they stated they could do nothing. I then asked for the district manager whom never attempted to call me but left a message with the front desk clerk that if the manager said I needed to go then I needed to go or I could go to jail. Mind you I am 15 hours away from home, had a fixed in rate prior to coming to this state and now have no place to go. The other staff are very nice and accommodating, however Joy is rude, intolerable, has horrible customer service, poor management skills, and downright condescending. I have been traveling for 3 years, I have never had a issue like I have experienced at both of these Extended Stays. At this point higher management has not attempted to call me and clear this up at all. Not to mention we had a tub that dripped all night and would flood the bathroom if you did not adjust curtain correctly. I killed a total of 2 cockroaches in this room as well. This hotel needs a new manager and at this point I believe that Extended Stay of America has issues that extend far beyond the property managers...

When we first entered the room it smelled of cheap and offensive cleaning products. Room size and cleanliness were OK. The PROBLEM was the structure. First morning early 6:30 the room above us sounded like someone was marching, stompimping continuously. Finally after an hour I went to the front desk as she said she would contact them. The stomping did not stop. I went back out and was told no one answered the phone. But she said she would follow up on it. It finally stopped between 8;30 and 9. Ok 2nd night same thing but now it sounded like a wrestling match with bull riding. Front desk again was very nice. Called the room. Spoke with the occupant. He told her it was the dog and he would get it up on the bed. But she said because it was a dog issue she had no control over it!!!!! I was then explained that once they took out the carpets in the room even with normal walking it is usually very loud. Ok now it's late. I am very tired and the room next to me is blaring music. I wait a bit and the noise from music and people only get louder. About 11 pm I go and knock on their door. A man opens it up and I see a party going on. I very nicely tell him the music is very loud in my room and would he please turn it down. He said yes and did to a certain extent. Slowly the noise escalated to the point that the headboard was vibrating. So I go to the desk for assistance. It is CLOSED!!!!!! I begin to navigate the not so simple company system and eventually get someone who took my "statement " and said they would call the night attendant. Someone did come and at about 12:20am the room was quiet after she said it was too late and the party had to stop. She stated that she could hear the noise from 5-6 rooms down the hall. Was too stressed finally fell asleep about 4 to only be woken up by THE DOG pouncing on the floor at 4:45 am. So while the ladies that I interacted with were very nice....STAY AWAY!!!!!! ALSO BRING YOUR OWN TOILETRIES. yes there was soap but what ever was in the extremely small tube would not have been enough even for a 1 yr. Old to use. Hotels can improve cleanliness issues bit NOT the inadequesy of the room. Soooo poorly and cheaply...

Warning: Long, detailed review. Expectations exceeded! My room looked almost identical to the photos in the about section. For some reason I was unable to post my photo. #1 - Fantastic service! When I needed something, response was always friendly and quick. I can't say enough about ALL of the staff I encountered in my 10 day stay. #2 - The location can't be beat. Right across the bridge, easy access to Charleston. Close to parks, attractions, and restaurants. #3 - My room was on the 3rd floor, which helped me feel safer. But I didn't encounter anyone that made me feel unsafe. Most guests were friendly, none were rude. #4 - Pet friendly! My dog was comfortable here. There is a big grassy area on the back side. Not everyone picks up after their dog, but that's expected everywhere, unfortunately. But dog stations are provided with bags and a waste bin. All hotels charge for pets, so do expect that. An emotional service animal is not considered a service animal in the state of SC for hotels. It's not for flying anywhere, anymore, either. Just to help set expectations. No, I'm not an employee. But I travel frequently and looked up the law when I got a dog. #5 - My room was a nice size, comfortable bed, clean, nice bathroom. Full size refrigerator with stove top and storage in the kitchen. My refrigerator was rusty some on the outside, but it was clean. I didn't encounter any bugs during my stay. And before I unpacked I did a thorough inspection including cabinets, behind the refrigerator, drawers, and bed. They do a nice job cleaning. I did not see one bug the entire time. Also has an open closet area with hangers and shelves. #6 - Breakfast is provided with oatmeal, fresh fruit, and coffee bar. #7 - WiFi is provided free of charge, as is cable TV with a nice selection of channels. #8 - Garbage and recycling are on each floor for easy disposal. Need extra towels, blankets, kitchen ware? Ask the front desk and they'll provide it to you...