Star Suites: An Extended Stay Hotel — Hotel in Vero Beach

Clean, quiet, and front staff always great. Cheryl Jonathan Josie and Juan , love them all. In process of buying a home and stayed at star suites a little over a month spending well over 3k . The manager cam to door on a Sunday at 8 am saying they needed in to clean vents, literally was just here doing just that, I was asleep my son sleeping in the living room answered and told em I was asleep , they came back about 1030 blew my husbands phone up while he was working and then charged his card 267 dollars. He calls and tells me that they can’t be refused in to room or we’d be kicked out. My son never refused them in he assumed they were asking if we needed room service cause they never usually come unless requested and every once in a while asks if we needed room service so he said no bc of that. My son is autistic. I’m a substance abuse counselor and was both accused of smoking weed . Um no. How insulted we felt. My husband was mad and got off work went straight to front and they agreed to refund money but next time we’d be kicked out. Wait what? Room we keep extremely clean ourselves always tip the cleaning girls , don’t cause any problems. They then go to say our locked in daily rate wil be adjusted 16 dolllars more a day. Wait what? It had to be some ploy to do that. Literally about to close on the...

Unfortunately our great stay came to and end when we were treated like trash from the general manager Joanne. For 2 nights I have extended my reservation on hopper, this morning when checking with the front desk to insure we could keep our room, we encountered Joanne and her trainee who extended for me the previous morning. While trying to get a understanding of how they were able to transfer my security deposit the previous day but couldn’t today, Joanne slams her hands on the counter and tells me “we are not doing this” then proceeds to tell me I’m being confrontational by asking questions (not once did I even raise my voice) and put my 2 year old medically complex daughter, 4 years old son & spouse and me out of the hotel. Leaving us with no room and the only money we had for a room, all because she didn’t feel she had to explain why the deposit couldn’t be transferred to a couple with 2 young children that are pinching pennies and just trying to understand and account for everything. I don’t recommend this hotel to anyone who would like to be treated with any respect due to the fact this is how the manager acts and this is how shes training her new...

The place itself was nice, and I initially had no problems. However, upon returning home, I noticed an additional charge on my card, almost equal to the room cost. When I called for an explanation, no one could provide one. I was told to call back the next day twice in a row. I then spoke with the manager, Jonah, who informed me that the extra charge was due to taxes not being charged upfront, which makes absolutely no sense why taxes on the room would be charged at a later date.

As a manager, it’s concerning that Jonah was unaware of her staff not following proper procedures. Although I was told I would be refunded $150 of the $171 overcharge, I was told the mistake was due to an error on their part, and yet, I wasn’t fully compensated.

I am less upset about the monetary amount and more about the principle. It’s disappointing that a manager doesn’t know why her employees are not adhering to policies and doesn’t handle the situation appropriately. Essentially, I was penalized for their error, losing $20 in the process.

Because of this experience, I will not be...