Extended Stay America Select Suites - Charleston - Airport — Hotel in North Charleston

I reserved a double-bed room on Wednesday for a stay on Saturday night. When I arrived at Extended Stay America, I was told that their rooms were all sold out and they had nowhere for me to stay. The front desk clerk told me they had two rooms with a single bed remaining, but no double-bed rooms. I was traveling with my husband, our two children and my father. We clearly would not have been able to fit in a room with one bed. I tried to find some other solution like calling other nearby Extended Stay hotels to check their availability. The front desk clerk did that at my request, but no luck. I asked if they had partner hotels for these situations, the answer was no. They simply turned me away at 9 pm with two small children and nowhere else to go. I called around and searched other hotels online and could not find anything available. We were completely without a place to stay and ended up having to drive HOURS back home and shorten the weekend trip we had planned with my dad whom I hadn’t seen in three years. This was supposed to be a really special time with him and this was a really difficult problem to encounter…and especially at that late hour with little ones in-tow. We asked if they could make it right by putting us in the two single rooms they had available, but they said they would have to charge us full-price for both. The clerk called the manager at my request who agreed they could not honor our reserved price for the two rooms. We could not afford to pay for both. I was astonished at the lack of accountability.

Apparently, this horrible situation is NORMAL operating procedure for this hotel chain. They overbook their rooms and have no backup plan if all their reservation guests arrive. Airlines operate in a similar way, but they have backups and compensate you for your inconvenience, put you in a hotel if necessary, and compensate you monetarily.

The front desk clerk did not offer to help me in any way, nor did she apologize for the situation. I was the one suggesting possible alternatives and asking her to help me. Yet, I felt terrible for her. It was not her fault that this happened, and she is on the front line handling the consequences of this horrible company policy. She has to bear the burden of delivering the bad news to customers and handle their reaction. She is not empowered by her employer to offer any recourse. She has to turn people away and deal with people’s stress and negative reactions. I would absolutely hate working for a company like this and being put into preventable situations like this. Front line employees and customer service has no control over their employer’s poor business practices. I can safely assume this woman didn’t make anywhere near enough money to compensate her for the situations she faces as a result of her employer’s poor policies.

Please don’t support businesses like this. They don’t deserve to exist. The inexcusable way they treat their customers is probably less horrendous than the way they treat...

UPDATE: the exterior side doors do not work. They are not functional. I have been here for a few months on a work contract and management has not made any effort to fix the doors. I’ve noticed that other guests put rocks in the doors so that they don’t have to park in the back of the hotel and walk all of the way around to the front. The back door that is near my room has the handle broken off. Although management has not fixed this problem for months, they have posted signs saying not to put rocks in the door and threatening to end guests reservations if they put the rocks in the door and the signs say that you’re being watched. This is a little ridiculous. This establishment has had more than enough time to fix the doors and choose not to fix them. This is not the fault of the guests. This place runs off of us guests paying good money to stay here. With us paying good money to stay here, we expect to have working doors without being threatened to be kicked out. I am just at a loss for words how guests are treated here. This is not a section 8 apartment building. This is a hotel that professionals pay money to stay at.

Saniyah Matthews the general manager approached the desk and told me I owe $26.40. I asked her what it was for and she said “your stay” in a very aggressive manner. I asked her what it was specifically in regards to. She wouldn’t give me an explanation. I explained to her that my reservation was cut short so I paid up until the new reservation end date. She did not give me an explanation as to why I owed this money or what the charge was for. She was very unprofessional and rude. She even threatened to kick me out of the hotel.

When she finally was able to see what problem was, she saw that it was an error on ESA’s part. I explained to her that this couple have easily been avoided and she said that it was an issue with the computer. I asked her if IT could have a look at it and she simply said that my balance was $26.40 with no apology or offer to help. I have never experienced such horrible customer service from a hotel. I am horrified and appalled from the amount of disrespect I received from a general manager. I will be looking for somewhere else to stay immediately. This is a disgrace and customers should not be...

Oh where to start... Stayed on the first floor in disability accessible room. It was a nice size with a double size bed and a pullout bed. First thing was that there were no linens for the pullout bed. I called the front desk and insisted I come to retrieve it instead of delivering it to my room.

The room had a kitchenette but oddly had no dishes or even utensils. Also there was only one trash can in the entire room. Also the AC unit was kind of dirty.

Next, there was no TV remote in the room. I called down to the desk and this time they brought it down to my room, but it wasn't programmed. Thankfully I Googled how to program that remote and I was able to figure it out.

In the morning I noticed there were only two sets of towels in the room. Went to "breakfast", which was supposed to be served from 6:00am to 9:00am and there was zero food except for a few granola bars. As well as the the coffee was completely out. Not to mention the random girl who was passed out in the breakfast room.

To top it all off, before we left I used the bathroom just off the lobby. The door didn't lock and it was extremely dirty. There was toilet paper on the floor, pee on the toilet seat and of course no soap.

So to sum it all up. The staff is not helpful, the rooms are barren/missing essential items, the breakfast is nonexistent and overall not super clean.

Given the number of other hotels in the immediate vicinity, I would not stay here ever again nor recommend it to anyone. The price wasn't too bad for a hotel, but for this place it wasn't worth it. Plus everything else was was just too much of a hassle.

The only positive things I can say about this hotel is that the room was relatively clean, the bed was pretty comfortable, it was in a safe location.

Even though there were many other problems at this hotel I at least felt safe here and the room was clean. I wasn't anywhere near feeling so disgusted that I would have to leave and find somewhere...