Extended Stay America Suites- Phoenix - Airport — Hotel in Phoenix

I recently had the WORST experience I have ever had in a hotel here a week ago. If I could give zero stars I would. My negative review is due in large part to the manager they have running this place, Jessica. After paying for the room and giving a $100 cash deposit I was woken twice on the second day within a ten minute span (with the do no disturb sign up) after telling Jessica I would be staying another night. The first girl didn't know I was going to be staying (gross lack of communication managers!) and Jessica came the second time and literally chastised me, expressing if I didn't come down and pay the remainder of my balance in 15 minutes she would kick me out, even though they still had my $100 deposit! Besides the unwarranted condescending rudeness, what kind of hotel doesn't use their phone as a courteousy to communicate with their guests?! The second night my fiancé set up a late check out (2pm) with the man on staff that night. He was told that a note was in the system, but we might be charged 20$ of our deposit because the manager can be a "b*tch" and to make sure to be extra nice to her. This coming from extended stays own employee! The last day exploded in fiasco. Jessica, after viewing the note left in the system, refused to honor the late check out. She said we would be charged 30$ and must be out by 1pm. She flat out refused to honor what her staff promised and furthermore stated that he would not be written up. At check out, Jessica 'checked' the room and came back stating that it STUNK and I would not be receiving any of my deposit back. I requested her to show me some evidence and her staff Brittany led me into the room and pointed out a can of dip on the counter, but could not attest to anything else being wrong. I even took a video of the room. After further argument, I left to Jessica laughing and wishing me a GREAT day as I walked out the door. Irate at the uncalled for, caddy rudeness from Jessica (who seems to be on some sort of power trip), I called extended stays guest relation number for the second time that afternoon. I was on a road trip and would really appreciate at least SOME of my deposit back. The gentleman assured me he'd be on top of the matter and I'd get a call back shortly. An hour later I called back only to find they close at 5:30 and all I could do was leave a voicemail. I waited to receive a call back from the district manager - I was told no more than 48 hours - it's been a week. Extended Stay you've lost a life long customer, and I will enthusiasticly share my horrible experience with anyone who will listen. I don't know what kind of scam operation is going on where your deposit can be taken with NO EVIDENCE and your late check out prices change depending on who is checking you out, but heed this warning and stay anywhere else! There's literally 5 other hotels within a mile...

Close proximity to the airport, but that’s as far of a positive experience I’ll admit. Complete lack of customer service with zero consolation for their computer system update that occurred upon checkin around 12:35am. I was told the system update may take at least 30 minutes, but the lady at the front desk could not definitively confirm a wait time of only 30 minutes. I had a toddler in a car, and being told to wait in the lobby for at least 30 minutes without giving us access to a bathroom or any amenities is frustrating and infuriating. No water, no bathroom, no comps, no reserved parking spaces for checking in (completely full non-ADA parking, so had to park far away from lobby entrance), no reason to stick around and put up with an outdated check in system. Recommendation to executive leadership: grant access to managers and provide resources to the front end staff to allow them to offer amenities and comps to make the wait somewhat worthwhile. Consider the perspective of travelers: get off a long flight, deal with the line at the car rental counter, show up to the hotel ready to sleep, but then only be told that despite having payment ready and with other tired family members in the car waiting to get in the room, the computer system is updating and will take at least 30 minutes. There is either zero or minuscule warning posted anywhere online that checkin around midnight is subject to at least a 30 minute delay by no fault of the guest. I see other reviews have mentioned the same problem of the checkin computer system updating. Perhaps executive team should just invest in a complete network upgrade? The initial investment costs might be necessary to keep up the hotel’s viability. Despite this piss poor experience at this Extended Stay, I am glad the Holiday Inn across the street had better accommodations and better customer service at a price that is barely more than what Extended Stay was charging. Although I’m not absolutely ruling out another chance at re-visiting this facility for future travels through the area, there is next to no reason to ever...

The worst hotel I’ve ever stayed at in my entire life. It looks like the drug hotels we respond to as a first responder. This place did not even have a real bed. It was a $20 metal bed frame you can buy off Amazon. The place was disgusting. It was dirty, it stunk and I felt dirty after staying here. The free “breakfast” was granola bars thrown in a basket. Front desk staff just did not care and seemed inconvenienced when I wanted another blanket. You can’t get in the shower if the bathroom door is open. The front door didn’t close unless forced shut. White spots all over the bathroom floor. Some sort of hair shavings in the sink. TV is tiny. View was of disgusting trash area. Bed smelt like pee. Microwave broken. Crumbs in bed. I could go on. Stay away from this place. Stay far, far away. I need to go get a tetanus and hepatitis shot now. Threw my toothbrush away just in case it caught something too. I probably have bed bugs now.

In response to management response: All I see in your responses to these horrible reviews is excuses. It’s quite clear that you’re not changing anything. Fix the breakfast of smashed granola bars thrown in a basket. Coffee creamer was out, check it and fill it. People are complaining your rooms are dirty. Make your team deep clean them. Get a real bed in room 311!!!! Your hotel is trashed and you make excuses. Refund the money these guests have earned and spent at your hotel that looks like it’s full of people who do drugs in these rooms. Fix the elevator. Get more vending machines. Otherwise, I would suggest hitting the whole place and selling it to a company that would care for it. There’s numerous reviews stating this was the worst hotel guests have stayed in and management makes excuses. Pitiful. Disgusting and pitiful. Educate your front desk. I booked a room and front desk said, “We are full so I only have a room on the third floor.” A room with a metal, pull out bed frame. I’ll gladly accept...