Extended Stay America Phoenix - Chandler

I planned my stay around a room rate that Extended Stay America had publicly listed and available in its system for at least a week. When I contacted reservations to book, they said it was a “glitch” and the actual price was THREE TIMES higher. A rate showing for days doesn’t seem like a glitch to me. It felt misleading. When I asked to escalate the issue, I was transferred to Guest Relations. They refused to speak with me because I didn’t have a reservation number, even though I couldn’t make a reservation because of the pricing problem. The advertised rate wasn’t honored, the price tripled when I tried to book, and neither reservations nor Guest Relations took responsibility or helped. That’s a complete lack of professionalism and basic guest service. Be careful booking, because what’s displayed may not be what you get. If this isn’t addressed, I’ll file complaints with the Better Business Bureau and consumer protection agencies.

I’m still at the front desk trying to check out, and nobody has come to help in over 20 minutes. I want my money back for this awful stay. The room itself was bare bones, the carpet was kind of gross, the stove was very outdated, and there wasn’t much to watch on cable TV. The people next door fought all night. We heard things breaking, yelling, stomping, banging, and hitting the walls. We didn’t complain because we were worried about problems with them if they weren’t kicked out afterward. It seemed very obviously like a horrible domestic situation that had been going on. This ruined my wife and my staycation. Anyone reading this, don’t stay here.

The room was barely clean, and there was dried poop on the sink handle when I checked in. That’s a clear sign they hadn’t even wiped the bathroom sink, so I had to go get my own Clorox wipes. The sink handle was the first thing that should have been cleaned, if they clean at all. The staff were very friendly, but they tried to charge me $10 for checking in an hour early at this dump. The other guests seemed pretty sketchy, the pay-by-the-hour type, if you know what I mean. This hotel can barely be passing code. Extended Stay Premier Suites Downtown Chandler was way cleaner for about $22 more.

We were meant to stay three nights, but left the morning after arriving. The room had a strange smell and dusty furniture, the TV didn’t work, and the remote was literally taped together. There was some odd liquid spilled in the fridge, plus pubic hair and mold in the bathroom. Even the first-floor carpet smelled like cats had been going on it for years when we walked through to get breakfast. The front desk staff were rude and inattentive. They didn’t greet or acknowledge me for several minutes, then just asked, “Checking in?” Breakfast was shitty coffee, packaged muffins, and Chewy bars. Management posts what feel like corporate ChatGPT responses, but doesn’t seem to fix anything. I’ve seen reviews from months ago with the same complaints. This was by far the worst hotel experience I’ve ever had. Spend a couple extra bucks and stay somewhere else.