Extended Stay America- Suites- Phoenix - Chandler - E. Chandler Blvd. — Hotel in Phoenix

Since July '20, I had spent around $2,500 at extended stay (mostly at the E chandler Blvd location). The majority of the staff here is top notch from Heather the AGM, to Marisa & Michelle (front desk) I have nothing but wonderful things to say about you 3. ESA is lucky to have you on their team! My issue is with the GM and the customer service dept. I started booking July 30 for one week, no problems. I then booked from Aug 6th-11th on a 2nd reservation through the hotel. I then booked and paid $70 for the 11th - 12th at the front desk and finally used Priceline for a one day reservation of the 12-13th. I was made aware on the 12th I had a balance of $250. When i spoke to the GM I was told that my reservation that was booked online from the 6th-11th was actually extended an additional 5 days and that my one day reservation from 11-12th would be considered a no show BC I already had a reservation through the hotel. I was now going to lose $70. I never extended my orginal reservation past the 11th through the hotel. I booked One night through hotel and one through Priceline. I was then told that the reservation from Priceline had been canceled but the GM didn't know why. I was instructed to call my bank and PL. I then left and called Priceline only to be told the hotel canceled my reservation BC I already had a room booked through them. The next day requested a copy of my folio to look at the charges to figure out what had happened. Upon doing so and with a few calls I had put the pieces of the puzzle together.

The GM had gone in and extended my reservation for several days past the 11th without my knowledge or consent. The GM is the one who canceled the Priceline stay Upon looking over the folio I was charged nearly $100 more then what my reservation was for (again without my consent or knowledge) The GM lied to my face on my first inquiry about the $250 remaining balance saying that he had no idea who extended my stay or why Priceline canceled the reservation. He was also going to keep my $70 I paid the hotel for the night of the 11th saying I was a no show for one of my reservations.

With proof in hand I went back the following day. The GM started with his lying nonsense, at this point I had enough. I ran down the list of what actually happened and asked him how in the hell do I owe you $250. I walked out of the office with the hotel owning me a refund. A near $300 swing in money from what I was originally told. I spent 3 hours on the phone with guest relations and was promised an area MGR would reach out within 2 days to discuss this matter. It's now been 2 weeks and still no call. Seriously, you are an area manager and get a message about one of your mangers ripping off guests and doing a list of unethical things and you decide to not even return that call? I can only assume that this type or dishonesty such as over charging guests, falsifying records and is condoned at extended stay. In talking with others at the hotel, I wasn't the first one of this happened to. Warning to future guests: Be sure to check your final bill against your reservation (Changing room rates after booking is clearly acceptable as well by upper management) and before making a new reservation, make sure the GM didn't extend your stay or canceled any 3rd party reservations you may have made without your knowledge or consent. Their corporate customer service is absolutely horrible, so don't waste your time as you will likely get nothing more then added frustration while talking with them. I want to thank again the 3 ladies who work the front desk. I can say with full confidence they had absolutely nothing to do with the over charging/extended reservation without consent. Although this review as a whole is not a positive one for the hotel, I don't believe it would be fair to the other members of the team that did a wonderful job of going the extra mile to make sure my stay was as good as one could expect durning these...

Please stay away from this place!!!!!! We booked a room a couple of weeks ago and the overall experience from the beginning has been awful. Upon check in we were told that there was a $200 deposit which we were not aware of because the third party that we booked through failed to have it in their fine print. No problem, we agreed to the deposit. Check in took a long time because the receptionist said that their internet was gone earlier therefore it messed up with their system. We finished checking in, signed for payment etc. As we drove around the building to our room the place looked shady. People outside their rooms as if it was some kind of apartment complex which is quite different than other places we've stayed at. Got to our room, as soon as we opened the door I knew there was no way we would sleep there. The room smelled horrible! smelled like cigarettes and it had a musty mold odor. The photographs online for their rooms are a LIE.......the rooms are outdated and DIRTY. We left the room within minutes. Went back to the reception to let the receptionist know what was going on. Told her there was no way we would stay in the condition the room was in and that we wanted a refund. She was pleasant and comprehensive of the situation. She said she would call her her manager to see what they could do. Long story short she said that we would be reimbursed but there was no way she could do it because she didn't have the access(authority) to do it. We left and that was that. I called Friday 1/21/22 spoke with Jessica and asked for a status on the refund. Explained to her what had happened and she said she needed to consult with her manager and would get back to me Saturday morning. Called them Monday evening, spoke with someone else who said she didn't know about the refund and that she needed to talk to her manager. Keep in mind that the couple of times I've called I've asked to speak with Beth the manager and they say she's not available. Nothing resolved on Monday. Called again on Tuesday, spoke with Kathy who stated that BETH said that we would not be refunded because we should of CHECKED THE ROOM BEFORE PAYING. THAT WAS NEVER AN OPTION FOR US, AT NO POINT DURING CHECK-IN WE WERE ASKED TO CHECK THE ROOM. Called again today, the person who answered the phone is the receptionist who checked us in that night and obviously knew what the call was in relation to. I asked to speak with Beth, she stated that Beth was on the phone to which had no problem waiting for. During the time that I was on hold for Beth I spoke with the receptionist about the situation. This person had the audacity to tell me that when we were checking in we were tired and we chose not to check the room!!!!! LIER!!!!!!!!!!!! YOU NEVER ASKED US TO CHECK IT!!!! This person said there would be no problem with our refund and now they are saying it won't happen. Beth has never been available nor has she tried reaching out to me regarding this. If BETH is the person running this circus this place will go out of business for all the right reasons. I've already reached out to corporate and had a case open for this to...

I don't even know where to begin. We've been at this hotel for a year now and words cannot explain the things that I seen and how the place has transition over this number of time that we stay here. We don't sing four different managers number of employees and countless number of different people. I would even be writing this review right now because usually I'm the one that usually tries to stay out the way and not cause any problems but when problems are addressed to me when there's something benign then it's our problem. Who was told today on May 8th 2021 after working all day the find out are keys don't work. So as I went to the front desk after setting our stuff by the door of a room the we are locked out because that we owe money. So I asked the first time working out front what's her name is Emma the park is at work and we need to get it in her room. She told me that our keys don't work cuz we have a payment due from yesterday and that we needed to pay for today then again as of today of May 8th 2021 turn it. I was confused on how that is cuz we had a price match to toupee a certain price and we had paid for two days and then the next day paid for four more days at the same price. So we should have checked out on May 9th 2021. She stated the what we was paying was too low of a price and that we was getting charged for whatever price it was going for daily. We was never notified have any change and pay change as we check the mail everyday up front, and would never told the following day that we owed for that day either. Like I've said I've stayed quiet this long. But have you read the reviews there is 30 bad reviews more than any other poor reason. We should even have to pay taxes at this point and we should be getting some kind of discount for being here this long as we consider this our home. But as of tomorrow May 9 2021 this is just another raggedy as a hotel. I don't even expect a response from any corporate or manager the tell me that they are sorry for this sorry piece of s* Hotel because it took a whole year for me to say something because I was trying to give the benefit of the doubt because like I said this was home now it's just the chop spot. The people that are working here besides the ones the know who they are they do their job I'm not going to say names like Meagan and Christian them are two of the good employees the rest even the hotel manager or unprofessional when the balls don't even wear anything that has to do with the company just shorts and a polo t-shirt and smoke cigarettes all day long and yells at her employees call him names then tries to be nice to you the next day after you done what they wanted you to. I'm not going to keep going on it's already long enough here are some pictures that I'm going to share with you which I'm not expecting nothing from this just to let others know they should look somewhere else thank you.||||||These pictures are just some of the many I'm not going to put them all on here just because to prove a point like I said I've been here a year and after tonight...