Extended Stay America Suites- San Jose - Edenvale - North — Hotel in San Jose

My wife made a reservation for my son (age 22) to stay at Extended Stay Hotel for a month. Upon arrival with my wife (she and I were paying for the room) were informed that my son's ID was needed to stay in the room. His ID was stolen over a month prior after he was assaulted, and he'd not yet had it replaced. However, we were able to produce a full color photocopy (front and back) because we keep them for all valuables (e.g. credit cards, ID's, etc.). Was informed by the manager that this was insufficient, and their policy was that the guest must produce an actual physical ID. Ironically, we had just the day before checked my son out of an Extended Stay about 15 miles away where he had been residing for the past six weeks. That Extended Stay was close to his job, but we had decided to move him closer to us for our convenience connecting with him, and helping him get to the grocery store (he does not drive). The Manager (Rico) would not budge on the policy, so we moved our son to a nearby hotel for a few days hoping to sort it out. I reached out to Extended Stay Guest Services (don't bother with your canned and insincere response, because I HAVE already contacted you directly), and was informed that I would be contacted by a District Manager within forty eight hours. Having received no additional contact, I continued to try to reason with Guest Services, but was informed that only a District Manager could allow the manager of the hotel to grant an exception to their rule about requiring a physical ID. A week later I made a new reservation for myself at the hotel, plus a guest. Upon arrival was told by Rico that because my son did not have an ID, I could not check into the hotel myself. In other words, despite any experience I have had checking into a hotel previously (and since), at Extended Stay Hotels the policy is that all adults who will reside in the hotel must produce a physical ID. Either that, or their manager was being obstinate. In any case, I informed Rico that I needed to resolve the situation immediately, because I was leaving town, and wanted to see my son situated before I left. I literally begged him to contact the District Manager by phone, but he refused. Said that he'd sent them an email, and that was the most that could be done. To summarize - over the course of a week, I spoke to Extended Stay Guest Services over five times. I spoke with representatives Stephanie, Matt, Samantha, Shaniqua, and Mariah over those days, and each time was assured that the District Manager (Salguni P) was aware of the need to speak with me, and would be in touch. Nico said the same thing. I had a Case Number (29763792) that is apparently meaningless, because after all those attempts I was never once contacted by Extended Stay America. I moved my son into a Marriott Residence Inn directly next door to the Extended Stay Hotel, and had absolutely zero issue checking in. My son did not have to produce any ID, and although I did end up paying a slightly higher rate for the room I reserved for the months of September and October, upon check-in I was upgraded from a Studio to a One Bedroom Suite, which I assure you was infinitely nicer (cleaner, and much nicer amenities) than Extended Stay. It's really too bad that E.S. can't get their act together, and hasn't a clue what Guest Services truly means. However, lesson learned. I'll never be staying in one of their hotels (or another brand owned by the same company) again. Pre-pandemic I traveled for my work regularly, and it looks as though that will be starting again soon, so good to know what places to avoid...

My wife made a reservation for my son (age 22) to stay at Extended Stay Hotel for a month. Upon arrival with my wife (she and I were paying for the room) were informed that my son's ID was needed to stay in the room. His ID was stolen over a month prior after he was assaulted, and he'd not yet had it replaced. However, we were able to produce a full color photocopy (front and back) because we keep them for all valuables (e.g. credit cards, ID's, etc.). Was informed by the manager that this was insufficient, and their policy was that the guest must produce an actual physical ID. Ironically, we had just the day before checked my son out of an Extended Stay about 15 miles away where he had been residing for the past six weeks. That Extended Stay was close to his job, but we had decided to move him closer to us for our convenience connecting with him, and helping him get to the grocery store (he does not drive).||The Manager (Rico) would not budge on the policy, so we moved our son to a nearby hotel for a few days hoping to sort it out. I reached out to Extended Stay Guest Services (don't bother with your canned and insincere response, because I HAVE already contacted you directly), and was informed that I would be contacted by a District Manager within forty eight hours. Having received no additional contact, I continued to try to reason with Guest Services, but was informed that only a District Manager could allow the manager of the hotel to grant an exception to their rule about requiring a physical ID. ||A week later I made a new reservation for myself at the hotel, plus a guest. Upon arrival was told by Rico that because my son did not have an ID, I could not check into the hotel myself. In other words, despite any experience I have had checking into a hotel previously (and since), at Extended Stay Hotels the policy is that all adults who will reside in the hotel must produce a physical ID. Either that, or their manager was being obstinate.||In any case, I informed Rico that I needed to resolve the situation immediately, because I was leaving town, and wanted to see my son situated before I left. I literally begged him to contact the District Manager by phone, but he refused. Said that he'd sent them an email, and that was the most that could be done.||To summarize - over the course of a week, I spoke to Extended Stay Guest Services over five times. I spoke with representatives Stephanie, Matt, Samantha, Shaniqua, and Mariah over those days, and each time was assured that the District Manager (Salguni P) was aware of the need to speak with me, and would be in touch. Nico said the same thing. I had a Case Number (29763792) that is apparently meaningless, because I have never been contacted by anyone at Extended Stay.||I moved my son into a Marriott Residence Inn directly next door to the Extended Stay Hotel, and had absolutely zero issue checking in. My son did not have to produce any ID, and although I did end up paying a slightly higher rate for the room I reserved for the months of September and October, upon check-in I was upgraded from a Studio to a One Bedroom Suite, which I assure you was infinitely nicer (cleaner, and much nicer amenities) than Extended Stay.||It's really too bad that E.S. can't get their act together, and hasn't a clue what Guest Services truly means. However, lesson learned. I'll never be staying in one of their hotels (or another brand owned by the same company) again. Pre-pandemic I traveled for my work regularly, and it looks as though that will be starting again soon, so good to know what places to avoid...

First, we arrived and were sent up to room 316 where there was a hair in the bathtub. Most every time we left the room, when we came back, our key cards didn't work. We had to get new ones daily. When we asked the dismissive employee at the front desk about this, he told us that it was likely because the people who keep giving us our room keys are too lazy to set them for the entirety of our stay, and instead only activate them for one day at a time. He assured us the keys he was giving us would work through the remainder of the stay, but they failed to work immediately upon our return to the room. We stayed here due to fire evacuation, and when we went to extend our stay, they gave us a new room. The carpet in the new room was one-third soaked so that when you stepped on it water oozed out. We assumed it was an issue with the air conditioner which made loud, watery noises, and did not even work. This was room 320. We told them about the issue, worrying that it may result in leakage to the room below us or even mold in the long run. They ended up moving us again, telling us to move to 306, before almost immediately correcting themselves so that we were assigned room 316. We packed all of our belongings and moved to 316. When we used the key to open the door, someone was already staying in there! They gave us someone else's room! We were outraged and asked for yet another room, telling them of our horror story. They moved us to room 331, where there was no plug for the bathtub, nor were there any towels. Like all of the other rooms, this room was filthy and loud. We went down and asked for a plug, which the woman at the front desk finally provided us after asking a multitude of questions about what exactly we were asking for. We asked for towels, and she stated that they would only give us new towels if we brought our used towels to them. We stated that the room had no towels to begin with, and she proceeded to only give us one towel, stating that we could come back in an hour if we wanted another. We are still waiting for that towel. When we went to do laundry, we left our load in for the time it said it would take to complete. When we came back (very shortly after we presumed it would be done), someone had removed our laundry despite there being two other machines, and despite the fact that we had not even left it there for very long! We were embarrassed and uncomfortable at the thought of someone touching our laundry, particularly during a global pandemic. We talked to other guests whose room keys continued to fail as well, and swapped even worse horror stories with other guests who were having similar experiences. The area and people were fairly shady, and the hotel was actually loudest at night into the AMs. I advise anyone reading this to stay anywhere else! Worst hotel stay of our lives! There was definitely no additional cleaning to prevent the spread of COVID-19, as there clearly was minimal to no cleaning...