2/10 Terrible
Bruce
Business traveler, Traveled with partner
23 May, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
DO NOT EVER STAY at Extended Stay America! I booked a one night stay, 2 weeks ahead at the San Dimas Location, having a friend's Memorial Service to attend. I am from out of town. 24 hours before check in, I received a text that my credit card was charged. Following the service, at about 5PM, I received another text that my king room was no longer available. Also, there were no more queens available. We tried calling Extended Stay several times, and were told that we still had a valid reservation, and the San Dimas location was not answering the phone. They suggested we drive to the location, which we did. We were greeted by "Maddie" at the desk who asked if I had received her text. I told her that I Had. She repeated that there were no more queens or kings available. I asked her "What good is having a reservation, when the room was given away." She repeated that she had no rooms available, and I told her that was crap!
I told her I would be complaining to both Extended Stay America, as well as Expedia through which I had made my reservation. I first had to go and find another hotel at 6PM on a Saturday night! In addition, the lobby was old, dirty, hot and musky. WORST TREATMENT EVER FROM ANY HOTEL CHAIN IN MY 68 YEARS!! I WANT A FULL REFUND!! THE CHAIN NEEDS TO FIRE MADDIE WHO WAS SNARKY & UNHELPFUL!! Also, WHAT GOOD IS A RESERVATION ON EXPEDIA??
Bruce
Stayed 1 night in May 2024