Extended Stay America Suites- Phoenix - Airport - Tempe — Hotel in Tempe

On 08/15/19 I was told that I had to pay a fee for my service animal . My reservation listed my dog Honey Simone as a service animal but members of the staff refused to acknowledge this fact. I offered to show documentation from my therapist but Jessica refused to look at it. I was told by Jessica, who is a manager at the hotel , that I would be checked out unless I told her my disability. I was told that I would be checked out from my current reservation and not allowed to check in to my next reservation. I had to leave work to to ensure that my belongings wouldn’t be touched and that my dog would be ok. When I arrived at the hotel I realized that the staff had deactivated my room keys and had my significant other not been in the room I would not have been able to get to my service animal. I had to call extended stay’s customer relations line and I waited until the district manager reached out. By the time the district manager reached out it was about 8- 9 pm . So I had been dealing with this issue for about 7-8 hours. The anxiety and fear that I felt knowing that I could potentially be homeless was way too much and I had a panic attack. The district manager agreed to Give us 5 nights “free” as compensation and all seemed to be ok. We checked in to my first reservation and we received our new room keys and everything. Not long after checking in couple walked in our room using room keys of their own. Both my fiance and myself were undressed. He immediately went to the front desk and asked them what was going on. The staff claimed that a mistake had been made . The very next day I went to go check into the second reservation and i was told that I wouldn’t have to pay because the first 5 days were covered. I was then told that the monthly charge would be 1472.91 which was more than my original reservation. I found out that my original reservation was canceled. My original reservation made on August 12 was only 1,353 dollars. There was no reason for my reservation to be canceled. Wednesday morning I received a knock on the door from the assistant manager Johnny. He immediately threatened to call the police if I didn’t check in by 11:30. I asked him had they fixed the issue and he told me that they had canceled the reservation again and that I needed to create a new one. The new monthly charge would have been 2040 dollars. Thats almost 700 dollars more than my original reservation. Because I refused to pay more than what I should have ,they called the cops on me. The police officer tried to help by advising me to create a two day reservation in the meantime but the hotel rejected the reservation. I had already requested to speak to the district manager again but she didn’t reach back out. She did however give the permission to kick me out. I ended up losing my job and more money as well , because I had to deal with this. My fiance was at work the entire time and after the police officer left Johnny kept coming to the door threatening to call the cops on me so that I would go to jail. I’ve never been to jail in my life. I packed as fast as Could but the situation was triggering and I am also sick as well. I couldn’t afford for my fiance to lose his job by coming to help. Because of the short notice it was difficult to get a u haul to transport our things and find another place to go. Once my significant other got to the hotel the harassment stopped. Jessica (manager), Johnny ( assistant manager), and toni (district manager) are the reasons why I can classify this as the worst experience in my life. Not only did they break the law by discriminating against someone with a disability, but they made me pay for their ignorance and their mistakes. To anyone looking at these reviews the new staff is terrible . Two months ago they had a staff that treated customers with respect and fixed their mistakes. You’d be better off with going with wyndham the rates are...

Unless you want to be in a hellbound situation, do NOT stay here. My family and I moved from Chicago, IL, to the Arizona area recently. We paid for a whole week (seven days) so we can rest from the long trip while looking for housing and starting new jobs.

To start, when my grandmother and I first arrived (my mother and grandfather were driving the way with the family dog which was a straight twenty-six hours while we took an aeroplane), we were not allowed to enter our room because we didn't have a major bank card to file for any damages—we only had cash and a NetSpend card, which the hotel did not accept. This required my aunt to travel from Phoenix to the hotel just so she could file the card and let us in! Not to mention that my grandmother is disabled and wheelchair-bound and the entire situation as stressing her as much as it was to just travel to the area. The hotel doesn't let the disabled rest in rooms that were already paid for? That's completely sickening! My aunt also has a friend that has worked a higher position at Extended Stay America in the past, and her friend said that none of the inhumane policies are actually true, so the whole situation was truly a waste of time.

Then, when my mother, grandfather, and pet finally made it to the hotel a few days later, we decided that my mother and I would be in a new room and my grandfather, grandmother, and the dog would be in the one that was already paid for. When my mother checked into a new room, she was given a room that was already occupied, and all of the guest's stuff was still there. We're lucky the guest did not see my mother, but the fact that we were given a room that already had people in it is terrible!

Finally, after about almost a month staying here, my grandmother received a call from the front desk stating that she had to leave because she was staying in a no-pet room with a pet. This is already bad because we were given this room with the pet, but we couldn't escort our grandmother out of the hotel because she is disabled and it is hard for her to get in and out of vehicles—not to mention that we had heavy and large boxes in the room. When we tried to explain the situation, the same employee that didn't let us in the first day told my grandmother that she has help: my mother and me. How does she expect that my mother and I move all of our luggage, boxes, and my grandmother and pet to an entirely different hotel without our moving truck? We didn't have our grandfather available to help us drive it since he was already working at his job! She said we have to leave if we didn't pay a large unnecessary fee by 15:00 that day, and it was already about 12:00 or 13:00. We attempted to pay with cash but the employee stuck with the same excuse of a policy that the hotel only accepts major bank cards. We got the attention of another employee shortly after, he said that we could pay with cash. Is the troublesome employee retarded or just inexperienced and/or poorly trained?

Whether the majority of our situation was in the fault of that employee or the hotel is just low-quality, I swear, I will NEVER let my parents pay Extended Stay America to treat them the...

This was by far the worst experience I have ever had a hotel and would seriously caution anyone against staying at this establishment. First off the place is completely run down the room was not clean there are bugs in the kitchen area and stains all over the carpets. The rooms are also extremely cramped and small. And then there is the staff. The staff there are among the rudest and inconsiderate people I have ever met in my entire life I honestly don’t even know how they have their jobs. There are two so called managers there one female and one tall male who are both completely inept in performing their job duties and both need a class on basic customer service. We had prepayed for a week stay in advance and to make Long story short we had an issue at the hotel and were given the option of either paying an additional 400 dollars for a deposit or getting a refund. We did not have the additional 400 they were asking for and asked for 2 hours to have the money dropped off and the female manager responded by saying I’ll give you 20 minutes to either have the money or pack your stuff and go. So we then asked for the refund. We had paid in 400 dollars in cash the previous day. They said they would have to send a check in the mail which I said would not work because we needed the money to check into another hotel. The male manager seemed nice enough and said come to the front desk in 15 minutes and he would provide us with the cash refund. When I went to the front desk there was another employee working that said the manager I was dealing with had left for the day and was not told anything about giving a refund how nice right? So my girlfriend and I wound up sleeping in our car with all of our belongings with us. Following day I called guest relations explain the situation and I was told I would get a call back within the next 48 hours from the district manager. I waited 3 days and as expected no phone call from any district manager. So 4 days later I called back guest relations and was told that the district manager was on property when all this happened and refused to provide us with a refund. We had no contact with the district manager when we were there and I seriously doubt he was even there when it happened because i asked to speak with a supervisor above the managers I was dealing with and they said there was no one there so either they lied or the district manager is lying. And why would they have give. Me the option of receiving a defund anyways when they had absolutely no intention of giving us a dime of our money back. Anyways we were not provided with any refund whatsoever and I asked to speak with the district manager again which I still have not got a call from. To me this is completely unacceptable on how to run a business and treat your guests. I would strongly urge anyone who is thinking about staying at this hotel not too. The management there is completely dishonest, rude and treats their guests with absolutely zero respect. And if you do wind up staying there I really hope you had a better...