Extended Stay America Select Suites - Phoenix - West — Hotel in Phoenix

Hello! I recently stayed at the Extended Stay West location on N 43rd Ave. Everything seemed okay in the beginning when I made the reservation online; it was a good looking hotel, in the location I needed it (be it a sketchy area), great amenities listed, pet friendly, and the discounted price wasn't anything to scoff at. I made the reservation about a month in advance and would make weekly checks on the rate. The first quote given to me for our stay came out to about $400 per week, which was great. The second time I called, I updated the hotel to check that my animals would be okay with their posted pet policy. After that call, my quote for our stay and the initial payment went up to about $600 a week, and with the initial payment now being $800. I didn't complain; it made sense with pet fees and the pet cleaning deposit. It was misleading that the initial rate was half of what they were now asking, but it was all I had at the moment.

When we got to the hotel, there were so many red flags, it was unreal, but my husband and I had to ignore it because at the time, the hotel was our only place of residence since our lease was up and we had no where else to stay for a month. Here's what we saw/ noticed:

1. False advertisement -The pictures on Google and the Extended Stay Site are more than likely of different Extended Stay locations and/ or years old and out-of-date. Walking in, the walls are unfinished and patchy and no maps or printouts of their policies. There was a weird wet cigarette, chlorine smell throughout the hotel, which is potentially due to a flooding from X number of weeks/ months ago that shut down the laundry room as well. -The hotel room we had reserved apparently was NOT available at that location, despite it being listed as one of the location's options on their site. We were then downsized.

2. Unprofessional/ Lack of Customer Service -Every interaction with two of the three front desk staff left my husband and myself feeling as though we were a burden or inconvenience. They were brisk with customers, and rude to each other. I understand having fun in your workplace when you like who you are working with, but the constant trade-backs of: "Shut up", "I don't work for you", "You're not my boss/ I don't work for you", don't really encourage a good vibe with a place that you JUST checked into. -A week into our stay, at about 6 in the morning, our senior dog had an accident on the way down from the 4th floor to the outside walking area. My husband and I cleaned all that we saw and dumped the trash directly out so there was no residual smell. We get a call around noon (about 6 hours later) from the front, telling us that our pet peed "all over" the 4th floor and the lobby and so-according to their pet policy-we had to pay for the night and be put by the next day. We asked what we could do to fix it and we're told nothing and we had to leave. There had never been a warning, a notice that "Hey, your dog made a mess clean it up", or even any notice that if there had been a mess that we'd be booted. We double-checked the pet policy to see if there was anything missed, but nothing posted mentions that. So what was the additional $200 and all the pet fees at a PET FRIENDLY hotel for, if not for covering cleanups?

3. Over charged -As mentioned earlier, the room we originally reserved at that rate was NOT available at the location, so we were downsized from a deluxe suite with a pull-out to a studio suite. Unfortunately, the rate remained the same and we were then expected to continue paying for the deluxe while only having access to the space of the single. Anytime we asked about the rate, we were told that it was just the price of the pet fees and deposit added. Which would have been the correct HAD WE been put in what we originally reserved. No issue with paying for the fees, deposits, and services as long as I am RECEIVING those services.

Bottom line: if you need a place to stay and have no kids or pets, this is a decent place. Otherwise, I would recommend looking into...

I would like to start this review by saying that the guest service representative in the lobby was very helpful. Now let's move on to other things. The add in priceline is very misleading. It has downtown phoenix in this hotels listing. However, the hotel is not downtown phoenix and is about a 10 to 20 minute car ride to downtown phoenix. The area that the hotel is in is VERY sketchy. There are a lot of drug addicts that hang out outside, day and night. The hotel itself is really run down. The carpets are unclean. The elevator needs to be painted. The hallways smell really bad. I went through multiple room changes due to issues in the rooms. The first room that I was assigned,for whatever reason, the door would not open. The second room that I was assigned, when I arrived, I checked the sheets of the bed, and discovered it had hair and skin flakes on the sheets so I requested another room change. The third room lacked a microwave while the other rooms had one. The ceiling had multiple wide uncovered holes. The bathroom tub faucet was constantly leaking water. One of my pillows had a cigarette burn mark and I don't even smoke. Another thing that I found extremely weird is that, one night I had a room phone and then the very next night when I returned back to my room, the phone was removed. This tells me someone came into my room and took the phone. Why would they do that while I was still staying at the hotel ? I don't know. Meanwhile, they did not come into my room to clean or replenish any items in my room, instead they took the phone. Also, makes me wonder if anyone was going through my things when I was gone. Overall, it's a very sketchy hotel/area. I wouldn't recommend to any females or any solo travelers. I think the hotel needs a complete renovation. It's definitely not worth the price I...

Rather than all these apologies, it would be really nice if this company invested in getting this place cleaned up and safe for families. I have read through several reviews and many of them are from times far before our visit. Clearly, this has not been taken seriously.

They responded to me, apologizing and hoping that we'll give another chance. We have a special needs child who was at serious risk with his condition with all the smoke and filth. There's no way we could have gotten our money back after having checked in and seeing this disgusting place so we had to deal with it.

If you love your family and friends, NEVER bring them here. Read my original review below to see why I feel this way. . .

I would not recommend this place to anyone. I feel bad for the people who work here because they’re really nice but the place is absolutely atrocious.

It says smoke free hotel but that’s clearly not enforced. The entire hotel smells like an ashtray dumped into a litter box. The elevator was filthy with trash piled up in the corners and the walls in it were filthy.

Our room that we paid nearly 400.00 to stay in for two nights had dried cat poop on the floor and stunk like a litter box. Laminate flooring coming up off the flooring in the bathroom and the tub was seriously nasty with some sort of scum/ring around it. I believe I even saw mold but we had already paid and I don’t believe we could have gotten a refund if we asked.

I’m very disappointed that the website states that the rooms are clean and maintained and that we actually believed it.

Save yourself the trouble and spend an extra $80 or more for a place that actually cleans the rooms they...