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

We ended up at this place while we were waiting to move into a rental home… we had stayed at a few other places, but we ended up staying at this one the longest, even though the rate was the highest, because the rooms were large and they had small kitchens. Unfortunately, those are the only good things about this place.

The first room we were in had a bed bug issue.. At first I thought I had been bit by mosquitos, but when the bites swelled to 10x their original size and became painful and unbearably itchy I knew they weren't mosquitos. I have NO experience with bed bugs so it took me a few days to figure out that's what these were.. I have asthma, and by the 5th day of our stay I was really struggling to breathe so I went to the ER. I expected to be in and out, but instead I was sent to ICU and kept in the hospital until FRIDAY. While I was there I learned that bed bugs are horrible for asthma due to the histamines they carry and leave behind in their waste.

I contacted Extended Stay about the bed bug issue on Friday before I was released from the hospital and they moved me to another room.. And then the real trouble started. I am generally pretty on top of things, but again, I had been in the hospital for 5 days.. So when they moved me to my new room on Friday I thought I was paid up through Friday. They never said a word to me about owing money Friday night so I thought all was well until they called my room on Saturday morning and said I owed for Friday. I had been making my reservations through Priceline because it was a better deal, so I went on priceline and paid for 2 nights (Saturday and Sunday) thinking we could apply it to Friday retroactively. On Sunday they contacted me and said I still owed for Friday so I went to the front desk and the woman working at the desk said she would price match Priceline and she charged me $105, which is the rate I paid Priceline for 2 nights. This covered Friday and Monday, since Saturday and Sunday had already been paid through Priceline.

On Monday night the front desk girl told me that I owed for Monday and I explained to her that yesterday I had paid for 2 days - Friday and Monday, and she was sitting right there when the woman ran my card for $105. She remembered and agreed with me. The next day they contacted us and threatened to kick us out unless we made a payment by 12. I went on priceline and made a reservation and ONCE AGAIN they claimed I still owed for Friday.. I explained the situation to them and then asked them to have the woman who ran my card on Sunday call me so we could get this figured out. No one called until again, on Wednesday, they call threatening to kick me out for non payment.. They insisted I still owed for Friday night, and were threatening to kick me out and call the police. Seriously! All this because they can't do basic, 4th grade level math. Oddly enough, I didn't start having these issues until after I complained about the bed bugs in my first room, so it seems pretty obvious that this was in response to my complaint.

Now, here's the real kicker.. They gave me the full print out of all my charges when I left. I just reviewed them.. They have an address in Connecticut listed as our address the entire time (I've never even been to Connecticut), our statement shows multiple payments with credit cards that don't belong to me, and there are even charges for 2 rooms I never even stayed in! Oddly enough, the statements they gave me show that when they charged my card on Sunday it covered the entire balance through Monday, leaving me with a balance of $0. Obviously they made some huge errors with our account, and rather than listen to their customer so they can fix their errors, they treated me like a criminal and threw me and my 2 small children out for no reason. I am completely disgusted with this hotel for the way they handled this situation. Completely...

If I could give this place no stars, I would because this is absolutely the worst hotel I have ever been to in my life. It is filthy beyond belief. The common areas, such as patio, grill, and pool are substandard. Most of the clientele are drug addicts, alcoholics, or claim to be in some type of recovery. Clientele are the dregs of society and most do not mind their own business. The management and desk personnel do not care if you have a complaint, and you will not get any resolve on any issue as there seems to be a revolving door as the desk reception and management of this place quit and have equally uncaring replacements. The grounds are filthy and there are people who 'live' here that have dogs that they allow to go potty anywhere and do not clean up after them.Nothing like being in a common eating area and other guest's dogs are running rampant without leashes while peeing on the grill and pooping diarrhea squirts all over the patio. Good luck getting a clean room from the start. Some people on the third floor have rooms of different size. Rooms on first floor are extremely high traffic. Gym is a joke with only 2 pieces of barely working equipment, that is in a laundry room with 'out of order' signs on most washers and dryers. The two working machines eat quarters for no apparent reason or are being used by night clerk to wash hotel towels because hotel's own laundry system not operative. (Towels, not sheets were being washed).The current GM is a louse named Angela who allows another guest (complete with teardrop gang and face tatoos) to carry around a Samurai sword and loaded gun, which is against hotel policy. Did I mention I had to do my own housekeeping?. All of the linens are filthy. When I made my own bed with dirty sheets I received from Latonnia (front desk), I found dead bug carcasses between the mattresses. I could not identify the bug parts, but someone on the second floor had bed bugs.Go figure.smh. Rats running on sidewalk from BBQ grill in pool area. A nice couple from N.Y. come out to patio and give a description of their kitchen countertop with burn marks all over it. I told them my countertop looked like a cutting board with knife scrathes everywhere. Do not look in crevice spaces between sink and countertop or stove and countertop because all you will find is accumulated grut and filth. If you are asking why I remained in this menagerie of the gross, it is because I paid in advance and was told I would not get any money back if I wanted to leave. Did I mention the rudeness of the night clerk?.Nothing screams the look of horror films or perhaps serial killer than running into this guy while coming in the hotel at night. Unfortunate if your room key doesn't work between 7a-11p, because he will not be available to let anyone in the front door as he is seldom seen, but mostly unavailable for any guests services. Keep ringing that bell. Had to walk around building to access back door.Did I mention the constant waft of skunk smelling marijuana coming from rooms in the hallway?. It is a completely non smoking hotel, but they like when people are caught because they will slam them with excess charges for smoking anything, including entire hotel fire drill and evacuation at 2am from someone burning popcorn. Did I mention that The Scottsdale Police and sometimes paramedics are there about everyday and night for one reason or another? Once again, it is a bad clientele situation. Hotel riff raff, mostly. I met some nice Amish folks while there, though. BYPASS this hotel, the bad staff and horrible management altogether. You are not saving any money if you spend your sanity here!.You may be pleasantly surprised by choosing another hotel in an outerlying area. Try Homewood Suites or Home2 for longer stays. Home2...

This is the third Extended Stay I have stayed in in the Phoenix AZ area in the past 3 months. This North Scottsdale ESA is by far the most comfortable, and friendliest by far. The hotel staff, with Kim the manager, is top notch. Every day we see a smiling face at the front desk. Kim and her staff take the time to help you with whatever need you have. Kim goes above and beyond to get to know her guests. My wife and I stayed at the ESA in south Scottsdale for one night and we left after the manager made us feel as if we were putting her out of the way by being there. Yes this location is further north and not in the "Old town" Scottsdale, but the short drive is nothing when you have a staff that treats you like family, and not just another customer that is putting the staff out. The manager, Kim, went so far as setting up a Halloween Party for the guest. With her stàff I believe any location she runs will be a success.

As of now (31 Dec24) I have to change my view of this hotel. Kim was let go and a new manager, Ashley has taken "Control". Guest that were getting together to socialize no longer do. Everyone is afraid of Ashley's iron fist control, and her lack of people skills! In the time she has been here numerous guests have left for other hotels. The week of Christmas she kicked out a disabled man, after threatening to raise his nightly rate by $49. I received a 5 day notice (yes I was behind)--also the week of Christmas. I was also informed my nightly rate would increase from $67 to $136. On 30 Dec, I advised the night clerk I would be in at 6 am 31 Dec to pay my back fee. I was told not to bother as Ashley instructed her staff NOT TO ACCEPT any payment from me. I spoke with other guest and I was told their rates were being raise from $25 a night to double what they were paying. If this is how an owner wants to close a business, he found it. Most guests don't even acknowledge each other. This hotel has gone from a relaxing atmosphere to a very tense place to stay. If there is any chance of this place remaining open it is Lance, Laura and Daniel, the front end clerks who either didn't quit or get fired. These are 3 amazing people. If you want a tense atmosphere,stay here. If you want...