Extended Stay America- Suites- Phoenix - Scottsdale - Old Town — Hotel in Scottsdale

While visiting downtown Scottsdale, my dad and I had the great displeasure of staying in the Extended stay resort. After years of traveling, this was by far the worst hotel either of us have ever stayed in. This is also the first negative review we’ve ever even considered leaving a business. We arrived jet lagged, ready to check into our room with two beds. Immediately, we noticed the many, many homeless people loitering around the building. There was also an abundance of drug paraphernalia in the parking lot (I will add photos). We received our room key and went to our room. We were surprised to find we had been checked into a room with only one bed. There were little to no appliances, the bathroom door didn’t shut, and there were no cups or plates. There was also extensive water damage around the area they called a kitchen. We went back to the front desk only to be told there were no rooms with two beds available. While in the front lobby, a homeless lady came in to use the phone. She immediately started screaming at whoever she was speaking to, frustrated that she was going to be on the street that night. As a customer, it was incredibly off-putting. As we had no other choice, we shared the bed that night. We were very lucky it was only the two of us because if it was any more, someone would have had no choice but to sleep on the floor. There was also no couch or pull-away bed available.

It wasn’t until the next evening we were finally offered a room with two beds. While being checked into our new room, an employee mentioned the reason we were checked into a room with one bed. She said her system had been overbooking, and that when we paid for our room (with two beds), there were actually no rooms with two beds available. This had supposedly been going on for quite some time. When asked if we were going to be charged for changing rooms, we were told she needed to ask her manager. Overall, this employee was very pleasant and as helpful as she could be given her circumstances. This is why we were shocked when the manager angrily stormed in and raised her voice towards the employee. She was angry because the employee told us they were having issues with their system. It was totally uncalled for, and was incredibly disrespectful towards the employee, and us as guests. Eventually, the manager told us that we were in fact going to be charged for changing rooms. She was going to give us a refund for changing rooms, but only because we asked. She was yet to apologize for the entire inconvenience. It was at this point my dad told her the entire situation had been unacceptable. In a condescending tone, she said word for word, “What’s been unacceptable?”

To answer the managers question… Being checked into a room with one bed was unacceptable. Berating an employee in front of us was unacceptable. Charging us to change rooms until we asked was unacceptable. Homeless people screaming around guests was unacceptable. Drug paraphernalia littering your parking lot was unacceptable. The state the rooms were in was unacceptable. The entire experience was unacceptable (to say the least).

When checking into our new room, we were told they couldn’t give us a key because their machine was down. She told us to come back in an hour. When I went back to check, I was told the machine was still down and to come back later. When I asked the manager how much later, she shrugged. The third time I went back to check, I heard an audible “Oh shit” come from the back office. Of course it was the manager... She told me the key still wasn’t ready and that it “was Sunday,” so she wasn’t sure if their machine was going to be fixed. It goes without saying we never got a key. Or any form of an apology.

After the first two nights it was clear we weren't valued as customers. We decided we would stay anywhere but Extended Stay. We weren't going to subject ourselves to the blatant disrespect any longer, let alone pay for it. I wouldn't recommend this place to anyone. Do not bring children...

We came to Scottsdale Arizona for a family reunion. We booked our room thru a third party and the other members booked directly with the hotel. We could mention good things about the facility, but the staff of the hotel makes that impossible.

We arrived at 9 pm the first day, exhausted from our flight, time zone changes, and visiting friends across town. The queen size bed looked small compared to our xl king size at home, but tired we fell asleep.

The next day was an early departure to the other size of town and another late arrival at the hotel. However, we were not too tired to notice the size of the bed and went to the office to inquire as to the error with our room. Our reservation is for a queen size bed and this room has a full size bed. The night time desk worker (Austin) told us all the Studio rooms have a full size bed and this turned out to be the first lie we were told. Austin called Lillian Barnes-Smith, General Manager, ESA Management LLC, who relayed to us again that all Studio rooms have full size beds (lie number two), and because we booked through a third party they cannot do anything for us because of corporate policy. So, with less than 50% occupancy they would not change our room.

The next morning we met up with other family members staying in the same hotel and they have both (two different Studio rooms) have queen size beds in their rooms (lie number three).

So, what is the policy of Extended Stay America. We looked it up and here is what their website says: " ...hospitality that goes beyond the basics of just simple accommodations. ...we guarantee you'll find unmatched comfort and relaxation in the smallest details. ...dedicated in providing the highest quality experience to each and every one of our guests..."

Based on everything, the Extended Stay America Suites Phoenix Scottsdale Old Town, did not meet the prepaid reservation we made for a Studio, 1 Queen Bed, non smoking room. The desk worker could have fixed the room situation. The General Manager could have fixed the problem. However, our concern was met with not only lies, but a lack of concern for a customer and totally against their own corporate policy that they quoted incorrectly.

My response to this is twofold, sending this note to corporate management and posting...

I don't think I have had an experience quite like the one I have had at the extended stay America in old town Scottsdale, and there was nothing good about it. I was moving to Scottsdale from the other side of the country and was in need of a temporary place to live between when I arrived and when I found and signed the lease in an apartment. I arrived after almost 30 hours of driving and couldn't wait to get some sleep. Upon entering my room I was overcome with an unpleasant smell, I assumed it was the consiquence of staying in a cheap hotel and let it go...especially since I had spent the night before in Amarillo, TX and any smell was better than Amarillo. Yet, the bathroom was overwhelmed by an uncountable amount of nats. I stepped on 3-4 roaches before I even considered bringing in my bags, I also took the time to pick up/flush a lot of jelly beans and moldy food items that were presiding in the middle of my floor...I was supposed to receive silverware, pots/pans, dishes, coffee pot, etc..,but none of this was present. I was not only absent a cup to drink from, I was lacking a shampoo and soap. I subsequently flipped my mattress and box spring, giving them a close inspection for bed bugs. After said inspection I realized the only thing good about my room was I didn't have bed bugs. I spoke with the front desk about the disgusting conditions I faced and I was told I had no choice but to speak with the manager when he was in....I was offered a "Newely remodeled room." For the life of me I can't figure out what has been remodeled...the A/C unit is dusty/dirty to the point of gagging, and the air that comes out of it will make you want to do just that...the fridge is beat up, squeals, and would be embarrassing to anyone living in the worst of 'Single Wide Conditions.' Not only that, but every night I have been here I have not been able to sleep due to the noise outside my window, and the women that works the desk is out there partying with the residents!! So, it's hard to complain.....especially considering there is no phone in the room to call the front desk. If you have any dignity, or respect for your money don't waste it here!!!! Honestly, you would be better off sleeping...