Extended Stay America Select Suites - Wilkes - Barre - Scranton — Hotel in Plains Township

Avoid this hotel at all costs. It is like a Nazi occupied concentration camp. I was traveling from CT to PA for Thanksgiving. I was running late because I had to deal with a family emergency. I had a very hard time trying to reach anyone at the hotel front desk at 11:44pm. When you call the number associated with this hotel you are speaking to someone at a customer service center you don't even get to speak to anyone at this location. So when I first called to tell them I was going to be running late and gps said I wouldn't arrive until 3:04am ,I got this woman who spoke terrible English. She had to put me on hold while she reached out to the hotel front desk. She then came back on the phone claiming she spoke to some guy who was the night attendant. She came back claiming the night attendant told her I needed to arrive before 3am even if it's 5 minutes or they would not be able to check me in and my reservation would be cancelled. So I told her I don't think it will happen. I can't fly my car there. She then said there wasn't anything else she could do for me. I called again and a gentleman answered saying his name was Kevin. I told him my situation and I begged him if there was anything he could do to help me. I didn't want to sleep in my car or on the street with my husband and my service dogs. So he put me on hold claiming he would talk to the night attendant at the hotel. He came back and said the best he can do is see if a delay cohuld be put on the system to hold off on the update so I could still check in. By that time I was already doing 90-100 miles on the highway. So now I was going to get there before 3am by 2:48 am exactly. So I pulled in and raced to the door which was locked. There are signs telling you to pick up a phone and call a number to be let in besides signs with all kinds of crazy rules like a fee if you ask for a clean linen. So I did. Again I was talking to someone off the premises. I told the guy I raced there and had to be there before 3am. He said the night attendant was coming down quickly to help me. So the guy who came down from a room I'm guessing in the hotel and had to open the window on the check in counter. He looked like he was half asleep. I handed him my paper copy of my receipt. He taps on the computer and tells me my reservation was cancelled. It was not even 3am. It was 2:51am. He said there was nothing he could do for me. I said wait a minute. I was told if I came before 3 am I could still be checked into my room. Well this heartless, inconsiderate, ignorant guy said oh because it was too close to 3am the system cancelled my reservation. I am beyond angry. He said I would have to make another one. I said can you just put me in the room and I can check in at sunup when a manager would be in. He said no there was nothing he could do. I asked him about the guy Kevin I spoke to who mentioned about the delay that could be put on the update. He said he never spoke to a Kevin he could not attest to that and only spoke to a lady he told I would have to arrive before 3am even 5 minutes. Well like I said I had 10 minutes before 3am and this hotel wouldn't do anything for me. I was out of money to go any place else. So needless to say I was without a room for the night. I'm very disappointed in this establishment. I've stayed at numerous hotels that accommodated me when I was running late that even had my key waiting for me to sign off for so I could have a room. This hotel won't do anyone any favors. Now I know why they are considered a two star hotel with a 3.6 out of 5 star rating. I wouldn't let a dying dog stay there. I'm hoping to receive a full refund for this inconvenience through Priceline. This ruined my holiday. It wasn't easy trying to find another hotel that could take me last minute and I had to put out more money I couldn't even afford. I would never stay at an Extended Stay ever again. I hope this company goes out business. They have no compassion for anyone. They don't care that you may be sleeping out on the street...

What a nightmare. First and most importantly it is completely unsafe and not secure overnight. Two of the three rear doors that require a key for access are broken and the third door works at best 20% of the time. The front door which is supposed to be locked after 10pm and require a key is also broken so anyone can just come in and out and there is no staff. They literally shutter the front desk from 10pm to 9am. Everything is falling apart the door handle of my room was broken and always coming off as well as the mechanism that closes it.

Again no one working or watching or securing the building overnight. You can imagine the type of people coming in and out of there when no one’s watching.

Only 2 or 3 staff members are friendly and pleasant. The two night guys and one housekeeping lady.

Oh and don’t go there with pets. The “manager” doesn’t like smells she said she just is like that and made me feel like I’d be kicked out over the smell of my room to the point I went and spent 300 dollars at Walmart for a carpet cleaner supplies new mops and even did my laundry twice. When I asked her to smell the room after buying all that stuff and cleaning it all night she said “it still smells like dog”. No shit that’s why they charged over 800 dollars in pet fee.

The manager also apparently has a problem with math and customer charges with my reservation ending Friday she wanted 360 something dollars for the last 2 nights of my reservation to the point I that I left early.

They are trying to hit my banks with the rest of the money even though I left yesterday because she could not explain how 2 days cost that much.

If you want hand towels they make you pay for them also all they give you is a bar of soap when they actually have shampoo and stuff but “aren’t allowed to give it to guests because of inventory”.

Again, if you need a long term like month or more run far away from here. It’s apparent upper management is cheap to the point of not fixing and securing the building when they close for 11 hours every day.

My dogs were also covered in ticks which they never mention or cared about and the property is covered in dog feces that everyone will have crap on their shoes at least once every few days.

They are just so understaffed to the point that they do not care to keep the guests safe by at least having a staff member in the lobby in case people are coming in that should not be.

It was truly the worst experience of my life staying in a hotel. This is not a hotel. It’s a run down motel that looks and charges like an actual hotel.

Do yourself a favor and sleep in your car if you have to. I would tell anyone who asked to run. Run far away.

They also have no WiFi basically and they try and scam you for extra money for “better internet” and it’s actually the same it doesn’t improve at all. Truly an...

I made a reservation for overnight accommodations on July 28th for an overnight stay. We were headed to New York State to look at colleges, and needed an intermediate stop before heading back to look at more local schools in New Jersey. Our reservation was confirmed and paid for on the 28th, when the reservation was made. So, after driving for nearly 7 hours, I arrived at the hotel at about 3:45 on the 19th. That is where I encountered "George", the front desk "manager". I put that in quotes because he was the furthest thing from a manager. There was a couple in front of me waiting to check in. That check in took nearly 25 minutes. WHY? Well, the reason this couple was given was that there weren't any rooms quite ready yet. The either hadn't had cleaning, or didn't have linens. Simple solution, right? Why not grab some linens, and bring them to the clean rooms? Well, not for George. He began to call the staff on his walkie talkie, to see how far they'd gotten in getting the rooms ready........GUYS, IT'S ALMOST 4 PM. DON'T YOU THINK ALL THE ROOMS SHOULD BE CLEANED AND HAVE BEDS TURNED DOWN BY NOW? So now I get to encounter George on a 1 on 1. I hand him my license & credit card, since I know the routine. George stares at the card for about 9-10 seconds, looks at me and says "Didn't you get a call that your reservation was cancelled?" Well, no....if I did, I wouldn't be at the front desk waiting for my room, would I? So, I ask him what he means, and he tells me that the hotel was overbooked, and that he had no choice but to cancel some reservations. Well,there are several problems with that statement: I reserved the room almost a month in advance. How did I get bumped when others likely reserved after I did? Why didn't the hotel contact me before check in? Perhaps by then I might have been able to secure another hotel nearby. George, however, didn't seem to care. In fact, he never apologized. When my wife confronted George about why we got bumped, and not someone else, his answer was "Well, how am I to choose?" Well, my answer is, look at how early the rooms were booked, and bump the reservations based on date reserved and paid for (yes, I was prepaid). That would be a great start. It would also have been good to drop what you're doing, and attempt to contact other local hotels to see if anyone had openings. The best thing to do would have been to GIVE ME THE ROOM THAT I'D RESERVED AND PAID FOR ALMOST A MONTH IN ADVANCE! But George seemed preoccupied with other things, and thanks to his rudeness, his incompetence, and the fact that no clean rooms existed at almost 4 pm, not only will I never stay at this location, I will not use an Extended Stay...