Extended Stay America Premier Suites Charlotte Pineville Mat

My concern is with management’s communication, compassion, and consistency. Several front desk staff, including Diana, have been professional and caring. Diana was especially kind after my brother died, checking in and showing concern. Management did not acknowledge my loss or offer condolences. Later, after I was discharged from the hospital this past Thursday, Kim had Diana call about a $23 WiFi balance. While I explained that my brother had died, a visiting family member had mistakenly ordered the charge, and I’d said I would pay when Kim first contacted me, Kim joined the call and focused only on payment. There was no acknowledgment of my hospitalization or loss, and the call was extremely distressing. I’ve stayed at this Extended Stay location for almost six months through a military placement. I’m a U.S. Navy veteran between permanent homes and actively searching, so long-term stability mattered. Before arriving, I toured two other Extended Stay locations in the Charlotte area but avoided them because of concerning activity, including apparent drug activity and aggressive dogs. Kim, the manager, told me beforehand this was a “Premier” property without those problems, which influenced my choice. About a month after I arrived, I received what I believe was a guest survey sent in error. I answered honestly, and management’s communication and engagement noticeably changed afterward. Following my brother’s death, the $23 WiFi charge was mistakenly ordered by a visiting family member. I told Kim I would pay it. Staff began calling about the balance, but before I could work to cover it, I was hospitalized and unable to DoorDash. My doctors contacted the property while I was in hospital and said the air vents needed cleaning before I could safely return because they were extremely dirty. I saw that the vents had been cleaned when I came back, and I appreciate that. I’ve also noticed strong marijuana odors and frequent loud yelling from rooms above my floor, which disrupt the quiet and sense of safety I expect in a long-term stay. I believe property policies should be enforced more consistently. Now that my health has improved, I’m diligently looking for permanent housing and fully intend to pay the $23 as soon as I’m able. This place has potential, but better communication, consistency, policy enforcement, and compassion from management would make a real difference, especially for long-term guests and veterans.

It feels like a home away from home, with the basics for a comfortable longer stay, plus an on-site gym and laundry room. The location is very convenient, close to what you need, and it’s a good value for the price. I was surprised by how comfortable it was. The front desk staff were very nice. I believe I spoke with Coco and Cali, both very nice ladies. The hotel was always clean and well maintained, and Kimberly has a great team. I enjoyed my stay and will be back.

I’ve been staying here for two months and interact with Jerika often. She’s the best employee at this hotel. Even when I gave her a hard time at check-in, she treated me like a queen and gave me the best customer service. She’s patient, kind, efficient, and extremely helpful whenever I need something. I’ve seen her go above and beyond for other people too.

I’ve stayed at this location several times and it’s always been a pleasure. The rooms are clean, the location is great, and the service is excellent. During this winter storm visit, Jericka showed amazing hospitality despite the weather and made our stay even more comfortable. We’ll definitely be back!