Extended Stay America Suites Scottsdale Old Town

I booked a month at Extended Stay of America from 12/5/2025 to 1/4/2025, reservation #9604310707. When I checked in on 12/5/2025, nobody told me the hot water had been out since 12/4/2025. I heard it from another guest. The front desk said it was too late to get a refund, even if I cancelled. There was no hot water from Friday 12/5/2025 through Monday 12/8/2025, and the advertised kitchenette’s hot plate burners didn’t work either. I couldn’t shower or cook during those days, and had to join LA Fitness to use a shower. A management notice on my door on Sunday 12/7/2025 said a plumber would come for repairs. On Monday 12/8/2025, maintenance replaced the stovetop burner. When I spoke with the General Manager on 12/8/2025, I was told the days without hot water and a working burner would be credited the following week. I only received a credit for two days, though, and believe I’m owed another day and a half for the problems. I booked another month for January, but the front desk told me manager Lillian Barnes-Smith was overriding my confirmed reservation #9604311456 for January 4-February 2, 2026. I have staff on video saying Lillian told them not to honor it, and I feel Extended Stay America is retaliating because I raised these issues and filed a complaint. Tony Avena and regional manager Chad Kress haven’t returned my calls or addressed my concerns. Half the hotel seems to be occupied by long-term residents, including people receiving section 8 vouchers. Several residents told me they’d lived there for over a year. I was there briefly for remote work, and expected the hotel to accommodate that. Instead, the staff, especially Lillian, were hostile and unpleasant, making this a bad experience. I also tried to submit a request through marriott.com’s contact form, but it wouldn’t send on an iPhone using iOS Safari even after I filled in all required fields.