Extended Stay America Select Suites - Fayetteville - Cliffdale

This hotel has been a nightmare. My car was towed twice because of mistakes on their end, and the first tow was admitted to be wrong. I asked Alma for a new parking permit and she said no. Sarah, the GM, acted like she would call Alma, but never did. When I went back to Alma, she first said she didn't remember, then later that night she did remember and apologized. I told Sarah what happened, and her response was basically, “I want you out.” Sarah also put a weekly laundry charge on my bill without telling me. I never agreed to it, used the service, or even knew it existed before she charged me. That's shady and wrong. On checkout day, around 10 AM and before the actual checkout time, Sarah locked me out of my room on purpose. My belongings were still inside, including my cat, Blueberries. I couldn't get back in to get him. I had planned to take him to an adoption agency later that day, but because of her decision, I lost him and never saw him again. Nobody cared enough to tell me what happened to him. No hotel should lock someone out early with a pet still in the room. It was cruel and heartless. And there was also the body that was carried out. Guest Relations promised to respond within 48 hours, but I got nothing. Sarah should not be managing people. Her attitude and decisions have been unacceptable, and the place feels money hungry and unprofessional.

Alma was the one bright spot. She was professional and courteous. The rest of the place was dirty, and smelled of marijuana in my room, the hallways, and the elevator, even though it is supposed to be smoke free. People live here, and there was yelling, arguing, and noise all night. The smells and noise were so bad I left after half a day. The mattresses were low quality, and the bed frames were made of cheap, brittle metal. The front desk closes at 10 PM, though late night check-in is supposed to be available. I waited over 20 minutes in the smelly, dirty lobby, then had to call the corporate line so they could contact the property and get someone to check me in. It was so dirty I didn't even shower before leaving. I would never stay here again, even for free. I didn't believe the other reviews at first, but I was wrong.

Our stay at Extended Stay America – Cliffdale Rd (Fayetteville, NC) ended with us being forced out late at night, even though we had paid in advance. It was less than five days before Christmas, and we were already displaced because our home had burned down. Our prepaid money was kept without documentation, and no refund was issued. The General Manager, Sarah Baker, was directly involved in what happened. Earlier, our vehicle had been towed because of a staff error, causing missed work, extra expenses, and major disruption. We tried repeatedly to resolve things calmly, but the situation escalated instead of being handled professionally. We made good-faith efforts to work this out, and the hardship could have been avoided with better management and communication. There was no transparency or accountability afterward. Complaints were closed without speaking with us or letting us respond, and without independent review. I was sure corporate would make this right, but Sarah Baker closed the complaint against herself, then Jenifer Gibbens backed that decision without reviewing it. Guest relations was no help, so we contacted risk management, hoping someone at the company would see what was happening. We reached out many times and got nowhere. The complaint was cancelled by the person it was against, then approved by the district manager without speaking to either of us. Corporate refuses to open another complaint because we were put on a do not further business list. Our complaint numbers are 4932-6524 and 4932-7023. I've sent several faxes to the legal department and would like to speak with someone in corporate or higher management. I have everything recorded. There were false accusations and a conflict of interest. My next step is the news. I promise I won't stop until the truth and justice are served. Just look at the reviews from the last four months. I also noticed that many positive reviews seem to come from accounts with little Google activity, sometimes just one review for this location and few other contributions, posted shortly after a negative review. I know good staff can be hard to find, but is keeping a horrible one really the answer? I'd bet the hotel's profit margins have been declining all year. I honestly can't believe the company would allow this a few days before Christmas, knowing our home had just burned down.

The staff were kind and available throughout, and I felt heard and welcomed no matter who I spoke with. Sarah, the general manager, was professional and personable. Jackson on the evening desk was courteous, pleasant, and helpful, and Alma was sweet and compassionate. There were a few other staff members whose names I didn't catch, but I still felt looked after. People from all walks of life stay here. Like me, some need rest and a break, while others may need rescuing. The team was always there and kind. This isn't a five star hotel. It's older and could use updates, but it was clean, everything worked, and when something didn't, staff responded quickly. If I need an extended stay in Fayetteville, NC again, I'll definitely return.