While visiting downtown Scottsdale, my dad and I had the great displeasure of staying in the Extended stay resort. After years of traveling, this was by far the worst hotel either of us have ever stayed in. This is also the first negative review we’ve ever even considered leaving a business. We arrived jet lagged, ready to check into our room with two beds. Immediately, we noticed the many, many homeless people loitering around the building. There was also an abundance of drug paraphernalia in the parking lot (I will add photos). We received our room key and went to our room. We were surprised to find we had been checked into a room with only one bed. There were little to no appliances, the bathroom door didn’t shut, and there were no cups or plates. There was also extensive water damage around the area they called a kitchen. We went back to the front desk only to be told there were no rooms with two beds available. While in the front lobby, a homeless lady came in to use the phone. She immediately started screaming at whoever she was speaking to, frustrated that she was going to be on the street that night. As a customer, it was incredibly off-putting. As we had no other choice, we shared the bed that night. We were very lucky it was only the two of us because if it was any more, someone would have had no choice but to sleep on the floor. There was also no couch or pull-away bed available.
It wasn’t until the next evening we were finally offered a room with two beds. While being checked into our new room, an employee mentioned the reason we were checked into a room with one bed. She said her system had been overbooking, and that when we paid for our room (with two beds), there were actually no rooms with two beds available. This had supposedly been going on for quite some time. When asked if we were going to be charged for changing rooms, we were told she needed to ask her manager. Overall, this employee was very pleasant and as helpful as she could be given her circumstances. This is why we were shocked when the manager angrily stormed in and raised her voice towards the employee. She was angry because the employee told us they were having issues with their system. It was totally uncalled for, and was incredibly disrespectful towards the employee, and us as guests. Eventually, the manager told us that we were in fact going to be charged for changing rooms. She was going to give us a refund for changing rooms, but only because we asked. She was yet to apologize for the entire inconvenience. It was at this point my dad told her the entire situation had been unacceptable. In a condescending tone, she said word for word, “What’s been unacceptable?”
To answer the managers question… Being checked into a room with one bed was unacceptable. Berating an employee in front of us was unacceptable. Charging us to change rooms until we asked was unacceptable. Homeless people screaming around guests was unacceptable. Drug paraphernalia littering your parking lot was unacceptable. The state the rooms were in was unacceptable. The entire experience was unacceptable (to say the least).
When checking into our new room, we were told they couldn’t give us a key because their machine was down. She told us to come back in an hour. When I went back to check, I was told the machine was still down and to come back later. When I asked the manager how much later, she shrugged. The third time I went back to check, I heard an audible “Oh shit” come from the back office. Of course it was the manager... She told me the key still wasn’t ready and that it “was Sunday,” so she wasn’t sure if their machine was going to be fixed. It goes without saying we never got a key. Or any form of an apology.
After the first two nights it was clear we weren't valued as customers. We decided we would stay anywhere but Extended Stay. We weren't going to subject ourselves to the blatant disrespect any longer, let alone pay for it. I wouldn't recommend this place to anyone. Do not bring children here...
STAY AWAY!!!