Extended Stay America Suites- San Francisco - San Carlos — Hotel in San Carlos

I would give it all 0 stars if I could!!! Worst experience ever. My gf and I were homeless and had to move into a room for over a month or two... The manager was going through my gf and I's room... We could tell things were moved and went through. My mom came by to visit us one day and we were just talking and having a good time.. when the manager comes knocking on the door with two other people.. and says that she can smell smoke in the hallway... Like cigarette smoke... No one was smoking in the room at all... She then says she was getting an alert at the front desk from one of the fire alarms in the room and that the other employees (who were both men) needed to check the device and turn it off...(Nothing was ringing or going off) He brings a ladder in the room and opens the light fixture on the ceiling and quickly pulls something down with his hand and quickly puts it in his pocket before anyone could see what it was... After they left.. we all felt really weird about that situation, if you were only turning something off why are you grabbing something that's hidden up in the lights on the ceiling?! Then a week or so later, the manager sees me leaving for work... Knowing my gf would always accompany me at work... She thought my gf was with me in the car when I was leaving that morning... But little did she know that my gf stayed in bed and decided not to come to work with me... So once she sees me leave she goes to my room with another employee might I add... Doesn't even knock at all because she thinks both of us are gone... She opens our room door... And my gf is in bed with no clothes on.. which my gf starts screaming towards the door saying "excuse me someone's in here" the manager is so busy talking to the other employee that she's now allowing to come into our room, both not having any permission to do so... That she doesn't hear my gf screaming that. They both come in laughing like it's a joke, but little does she know the jokes on her.. because she then she sees my gf in the bed covered up completely from allowing them to see her naked... The manager's eyes get so wide... And she knows she's been caught.. and freaks out and starts panicking on what to say, all she could come up with was..."uh can you uhm come talk to me uhm at the front desk when you can" mind you I'm the one in charge of paying for the room not my gf... She doesn't even reach out to me about what the problem ever was.. we were there for almost 2 months so all of our belongings were there in the room, the day we had to leave... It took us well over 8 hours after the check out time to get all of our belongings out of there... We planned to stay a lot longer but that manager kept doing more and more violating things.. the device she had the other employee pull out from the light on the ceiling Was a security camera.. she had been watching us.. etc... she harassed us the entire time we moved all of our belongings out of there.. telling us to get out, move faster, being completely rude, and not understanding of our situation... She was horrible to us... Violated us, we called and made a serious complaint to the corporate who never returned ANY of our calls.. etc. She's very unprofessional ... Watch out for her.. we never gave her any reason to be this way to us... Always were respectful, cleaned up after ourselves, and were friendly with everyone..Staff and other residents/neighbors, we never made any loud noises, had any illegal drugs, alcohol or weapons on us.. nothing for her to act this way to us... Besides her own judgemental and disrespectful ways. She clearly isn't happy with herself so she takes it out on others which is unfair... Stop putting others down, when it's all just really how you feel about/ portray yourself... If you're that insecure please work on yourself like the rest of us here on earth.. because no one should have to fear for their safety, fear that their belongings will be stolen or gone through, or deserve disrespect at a place they pay a GOOD amount of money to stay at. So upsetting to say...

Extended Stay America

Worst Hospitality Experience I Have Ever Experienced

I wanted to reach out to make you aware of an experience you probably never want a customer to go through. Also- I would like to know what we can do to make this right.

Here are the facts:

I had a last minute meeting come up in redwood city . The meeting was set to start at 8am PST on Thursday March 22nd.

The night of Wednesday march 21st, I researched hotels on Priceline and came across the extended stay in san carlos. There was a room open and the rate was reasonable. I have stayed at extended stays in the past, and have had no problems.

I booked the room at extended stay and received my confirmation from Priceline.

My flight was delayed and I got into SFO at 1am.

I arrived at extended stay san carlos at 130am via uber.

No one was at the front desk. I used the phone in the lobby hallway to ring someone.

A woman person in a maid uniform came out. I let her know I was here to check in. She told me check-in was closed til 7am. There was a sign at the counter I pointed out that there are after hours check-ins. The lady then told me sorry, she was rude and stated that check-in was closed and walked away to some back room. She also told me her job was not to check people in.

Couple observations from my interaction with your employee: She was rude She didnt seem to even know how to check people in, and that was apparent when she said that was not her job. She didnt even attempt to check the computer for my reservation. She didnt care about customer experience.... she left me stranded in lobby at 2am with no room. I had already had paid and confirmed my reservation.

After an hour of dealing with someone on the phone with ESA reservations who was not able to help, I started calling hotels nearby. The 5th hotel I spoke to had a room. I promptly called an uber and finally checked in by 3am. My meeting the next morning at 8am was rough.

The next day, the AWFUL customer experience with Extended Stay America in San Carlos continues with the interaction I had with Jame Windley, GM of that hotel... I called around 12pm. He had no idea who I was. There was complaint already filed with Corporate (btw- no one has reached out to me). I explained the situation to James and he said that he was sorry and the reason the employee didnt help me was that the hotel was overbooked. I asked James Windley how we were going to make this right. He said he couldn't help me with anything. I told him I was going to contact corporate, and he said great, and that was the end of the conversation.

Later that day I contacted Priceline support. They contacted the San Carlos Extended Stay. The Priceline support person spoke with another employee at San Carlos Extended Stay to verify that i never got my room and to figure out why. That employee let the support person know that the HOTEL WAS NOT OVERBOOKED. This means the GM of the hotel straight up lied to me.

This also means that this hotel is completely being mismanaged. How can you not be checking people in overnight when you are a hotel in Redwood city next to 100s of corporate offices? And what is worse, is that there is no ownership of the mistake, and even worse that you have to lie to a customer.

I still have not received a response from anyone at Extended Stay America. I hope this is brought to the attention of someone at ESA who cares about customer experience and can take...

Niranjan, the receptionist who welcomed us in was at first very cordial, it seemed like a nice place to stay. My girlfriend and I had brought our dog after driving 8 hours from Los Angeles (which we told him) and had to stop off at my family’s house in San Mateo. As this is a pet friendly hotel, we left our dog for 7 minutes. She (our dog) kept barking for 5 of those minutes, which is the only time she barked during our stay, and Niranjan called us telling us we need to come back because she was disturbing the other guests.

Understanding this, we came back immediately as we were right down the street. He told my girlfriend to “hurry it up” and pointed his finger in a domineering manner as she was running up to our floor. He later told me to keep my dog under control when I came back from my family’s house and proceeded to tell me how hard I made his situation for about 4-5 minutes. At this point it was enough, the message got through, and we had our dog with us for the rest of our stay.

The next day, I come back from helping my parents out and walk the dog up the stairs (turns out she’s afraid of elevators). Niranjan stops me in the hallway and points his finger in my face and I remember him saying (verbatim), “Your dog is very annoying, her barking is very annoying.” He then told me I kept guests up until 9pm, again we were only gone 7 minutes and we arrived for check in at 9:20. He kept his finger up and essentially ordered me (saying “you must” and “you have to do this”) to keep my dog with me at all times of the day no matter what, and that she’s not allowed to be alone in the room. He ended the conversation saying “are we clear?” To this, I just walked away angry. My girlfriend and I spoke about it and tried to confront him in the morning. He said he was “only trying to be friendly” and kept defending himself instead of just taking accountability and apologizing to us for treating us in an unprofessional manner. After a while of defending ourselves, Niranjan just laughed it off and left mid-conversation.

Following that, the receptionist that morning, Nancy, followed up that entire interaction (which she was a witness to) by saying “you know your review affects all of us, so you’re going to give us nothing less than a nine out of ten right?” That was the last straw.

Sorry Nancy, this service deserves a one out of ten. I’ve never been more appalled by someone’s customer service. The room was nice though,...