Extended Stay America Premier Suites Bluffton Hilton Head

Aesha made my extended stay a lot more enjoyable. The Superbowl setup photos were such a thoughtful touch, and she provided great service. Ms. Rivera is positive, courteous, and professional, always greeting people with a smile and a pleasant comment. She is a pleasure to talk with. The staff have been excellent, and I'd recommend this location.

The one thing I liked in the room was the size of the TV. The grab-and-go breakfast was barely anything, just packaged mini muffins and granola bars. The room itself made it hard to sleep. Footsteps from the person above came through at any hour, and the ceiling creaked as they walked. The cheap tile floor stayed cold, the mattress left me with a backache, and every guest room door slammed loudly whenever it closed. I had to sleep with earplugs. For a relatively new building, the construction was really poorly done.

I've been booking rooms here regularly for about two months. Most of the staff are excellent, the rooms are always clean, and breakfast is simple but good. But my repeated experiences with front desk manager Laville Kelly have been bad, and his behavior reflects poorly on the hotel. I booked and paid online for the 9th to the 11th, then again for the 11th to the 14th. On one occasion, Mr. Kelly called the police over a room I'd already paid for. I offered my confirmation code and receipt, but he wouldn't look at either and insisted I'd stayed free and had to leave by 11 a.m. On the 10th he repeatedly came into my room without knocking. My girlfriend had put on the metal door latch, or he would have walked straight in. The next day, when I went to confirm the next reservation, he said I had to pack up before 11:00 and he wouldn't let me open the new booking. Again, I showed proof of payment and the confirmations on my phone, but he refused to look. He said he “just wanted me gone.” I calmly tried to explain that I'd paid and only wanted to rebook, but he got frustrated and called the police. I showed the officers my reservation when they arrived. One confirmed that I'd paid and said it seemed like a third-party issue. Even so, I had to pay another $216, along with fees for a new room key. Later the company refunded just $86 for one night, so I ended up paying twice for the same stay. A few days later I was going downstairs for ice and heard Mr. Kelly yelling and swearing at an employee, loudly enough to carry from the lobby. From what I've seen, his conduct is aggressive and unprofessional. The front desk representative sets the tone for guests, and this behavior gives the whole place a bad impression.

The rooms were very clean, and the one we might have stayed in could have been nice. But we were charged for a room with a walk-in shower and seat, and one that was pet friendly, both of which we'd been told were available. I'm disabled and use a walker after surgery that removed a muscle from my kneecap up to my belt line. We needed the shower with a seat. Instead, they put us on the third floor in a regular room with a bathtub and ordinary rail, no walk-in shower and no bench. The replacement room they offered didn't have a seat either. It was 10:30 at night. We were ready to stop travelling, eat something, relax, and shower. After I got upset and loud about being charged for something we hadn't received, we were left waiting for a manager to explain why there was no suitable room or refund. They refunded us, then kicked us out because I was loud and upset. They said they felt uncomfortable and afraid of the crippled guy on a walker. As I'm writing this at 11:15 at night, we have no hotel and haven't eaten. We had to load up the car again. A free stay later doesn't help us now. If you work with customers, don't take money for something you don't have or offer what isn't available, then expect people not to get upset. Being angry about the charge got me thrown out, because the person at the counter got in their feelings and was afraid something might happen. Ridiculous. I'd never recommend this place. Ask repeatedly and double-check what people tell you if you decide to stay, because you may be paying for something that isn't there.