Extended Stay America Suites- Tampa - Casino Area — Hotel in Temple Terrace

Good afternoon, or should I say morning.

I booked through booking.com at around 2pm Wednesday September 10th for a double bed at $110. I received the confirmation emails below, attached for your viewing. The first email states they will contact the property with the information provided and I will be contacted afterwards. I then received the second email complete with a confirmation that the communication between booking.com and the property were confirmed. As stated below we stated we would be checking in around 2 am. We drove from Roanoke VA to Tampa Florida. For your knowledge, that’s about 13 hours with stopping for gas. We arrive to our hotel booked and around 3:45. The sign says for late check ins pick up the phone. We obliged. The phone picked up and Ms Will answered the call we informed her of the information below she grunted and then said “I’m coming”. Looking in the lobby waiting to be greeted at the door we turn around, she is getting out of her car (parking lot smells like weed) she comes in and informs us they do not accept late check-ins. I showed her the emails stating that booking.com gives the option for a late check-ins. She said that’s not on us it’s on them. I said ma’am can we please check in ? We are exhausted and have been on the road for over 13 hours. We literally are boarding our cruise ship and will leave by 9:45 am so 6 hours from now. She said I’m sorry it marked you as a no show we don’t check guests in this late and nothing after 1 because our system resets. She then calls someone named JP and puts this person on speaker phone. They proceed to tell us to go online and book another reservation but we have to do so through the website. We said is there a specific website that is not through a third party so we can ensure no further complications? She said “they are all the same” I was able to google it and found the one we were at and the actual properties website. I booked another double room at $106. She receives the reservation request and then says well. It’s gonna be another $112 for early check in because check in isn’t until 3. I said is there no way you can work with us here ? We leave literally in 6 hours. We have no other place to go and we aren’t from here. She said no. That for them allowing us to even check in then would be a write up. And “her boss would have her ass”. I said whatever we need to be somewhere safe for the next 6 hours. I’m willing to pay the fee and figure the rest out in the morning. The total for the new booking is $219. (I’m on the phone with booking.com at this time getting that resolved because I want the $110 back and she said that was not her ability it can only be booking and they are the ones that took the money). So as of now a total of $329 for a $94 room for 6 hours. She then looks up and says I see you’ve booked a double room (ON THE WEBSITE SHE TOLD ME TO BOOK) I said yes there is four of us as you can see. She said I only have a single bed room. I said ma’am where will we sleep?! Like a queen is not big enough for four of us and we can’t sleep on the floor and pay $329. This is ridiculous the website says it’s available. She said there isn’t. I’m confused as to if the system marked my original reservation as a no show when the system reset at 1 am Thursday. And you don’t check anyone in after 1 am. HOW IS THERE NO DOUBLE BED AVAILABLE WHEN THAT IS THE ORIGINAL ROOM BOOKED ?! I said ma’am. We are in a big city we aren’t familiar with can you please help us out ? “I’m sorry no there’s nothing we can do”

We cancelled the request and went to the car and called several other places. We finally got another room to a very kind guy working the front desk that not only gave us the room but cut the fully refundable deposit in half. We get the deposit back in the morning. He said of course you only need it for 6 hours and we don’t have hourly rates of course so I can help you atleast with the deposit. Now that. Is customer service. See...

DO NOT STAY HERE. ZERO STARS IF I COULD.

This was the worst hotel experience I’ve ever had and no one should ever stay here. The general manager, SAMANTHA, is rude, unprofessional, and completely incompetent. She should not be working in hospitality at all.

We called ahead earlier in the day to let them know we’d be arriving late, and they said it was fine. When we arrived past midnight with a prepaid reservation, they acted like they had no idea and refused to check us in for hours, leaving us stranded in our car.

The only decent person was Ms. Will, who was kind and tried to help by placing a temporary hold on my card so we could finally get a room, explaining it would fall off since we had already paid. When I brought this up at checkout, Samantha was condescending and nasty, saying “You’re absolutely not getting a refund.” When I asked for her name for corporate, she yelled at us to “leave her hotel.”

To make it worse, the hotel is filthy and smells horrible. The hallways reek, the carpets are stained, and the whole place feels dirty and neglected. There is no professionalism, no proper management, and no respect for guests.

Avoid this place at all costs. It’s disorganized and a disgrace to the Extended Stay franchise. It should be investigated. Staff needs a lot of...

You will regret staying here! As soon as I checked in, I have video of the ROACHES that were in the room, as shown in these photos, as well as photos of the black dirt ring around the bathtub and video of the entire floor covered in dirt, where it clearly wasn’t even attempted to be swept at all. I had to purchase my own pillows because they had an odor of where they’d clearly been slept on smh whatever you do, dont book the room next to the boiler room, because there will be a constant rattling vibration noise against the wall! The front desk was made aware of all these complaints immediately after check in, and NO ONE ever contacted me for acknowledgement of the issues, an apology or even an attempt to change the room!! The manager canceled the complaint made with Guest Relations to the district manager and then when I finally caught the manager, she pretended as though she was unaware and refused to even look at the video of the room! Because of the filthy condition of their room, they initially threatened to charge me for the entire 30 days if I cancelled the reservation and still charged me an extra $200 for checking out after I was already charged for the 1st week smh. Save yourself the guaranteed hardships and give your money to a...