Extended Stay America Select Suites- Phoenix
🏨 Hotels & Travel · Phoenix
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Reservation cancelled without notice and customer permanently banned without explanation.
Business reply on Google
Dear Alicia, Thank you for sharing your review. We sincerely apologize for the inconvenience you experienced, especially in light of your previous stay with us, as we take great pride in providing exceptional service. Your comments regarding the cancellation of your reservation and how the matter was handled have been shared with the appropriate team members, and we truly appreciate your patience. We understand your frustration regarding the difficulty reaching us and the wait times you encountered, which do not align with our high service standards. Please allow us some time to review this situation further. Additionally, we would like to clarify that we do maintain a strict pet policy due to safety concerns. In this instance, service was refused because the pet displayed aggressive behavior toward others walking by, which required us to act in the interest of guest and staff safety. We would welcome the opportunity to regain your trust and provide you with the level of hospitality you were due. It was an honor to host you previously, and we wish you all the best in your future travels. Sincerely, Hotel Management
Manager unfairly evicted guests based on false accusations of smoking.
The hotel room is infested with cockroaches.
Business reply on Google
Dear Johnny, Thank you for the feedback regarding your stay in our hotel. We are sorry for the disturbances you reported and assure you that we are doing everything possible to prevent their entry into our hotel. Our pest control provider has serviced the hotel, and we will ensure procedures are being followed to prevent any future issues. We regret the frustrations you experienced, and we are grateful for your patience. We hope you will accept our apologies and consider staying with us again. Sincerely, Hotel Management
Unauthorized charges were applied to the customer's credit card.
Business reply on Google
Dear Charlie, We understand how important a smooth check-out experience is, and we regret any frustration caused by the billing issue. Accuracy is a priority for our team, and we appreciate your feedback as we are dedicated to ensuring a seamless process for all guests. We hope to have the opportunity to welcome you back for the outstanding stay we are known for providing. Sincerely, Hotel Management
Room lacks amenities and suffers from significant maintenance and cleanliness issues.
Excessive noise and refusal of room change or refund by staff
Business reply on Google
Dear Yasio, We understand how disappointing it can be when a stay does not meet expectations, particularly when rest is interrupted, and plans change unexpectedly. Your experience has been noted with care, and comments like yours are valuable in helping us better understand guest perspectives. We strive to offer a welcoming environment and clear communication at all times. We appreciate you taking the time to express your concerns and hope that, in the future, you may consider giving us another opportunity to provide a more comfortable and positive experience. Sincerely, Hotel Management
Unauthorized charges applied after customer checked out of the hotel.
Business reply on Google
Dear Xavior, Thank you for taking the time to outline your experience in such detail. We recognize how important clear communication and consistency are, especially during an extended work-related visit. Situations involving reservations and departure timing can understandably feel stressful when expectations do not align. Your comments regarding service interactions and the initial condition of the accommodation have been shared with our team for awareness and consideration. Guest feedback provides valuable insight into how stays are perceived and where clarity can be improved. We hope to have the opportunity to make your next stay with us outstanding in every respect. Sincerely, Hotel Management
The hotel facilities and security policies were unsatisfactory to the guest.
unauthorized charges were made to the customer's credit card
Hotel security failures and lack of cooperation during a death investigation.
Kitchen lacks essential supplies and drawers were not clean.
Business reply on Google
Dear Kirk, Thank you for your feedback. We’re sorry that your stay did not meet your expectations. While we aim to provide a convenient extended stay experience, we understand the frustration of expecting a fully usable kitchen and finding it unequipped. Our Select Suites brand is designed to offer comfortable, apartment-style accommodations at competitive rates. While our kitchens are equipped with essential appliances, we encourage guests to bring or purchase their preferred cookware and dining items to enhance their stay. We regret any miscommunication that may have occurred and value your insights, which are instrumental in helping us identify opportunities for improvement. Thank you for taking the time to share your thoughts with us. Sincerely, Hotel Management
The hotel room has a severe cockroach infestation.
Business reply on Google
Dear Ian, Thank you for sharing your feedback, and we sincerely apologize for the issues you experienced. We take cleanliness and guest satisfaction very seriously, and it’s concerning to hear about the condition of your room upon arrival. Please know that this is not typical of our standards, and we will be addressing this issue with our housekeeping and pest control team immediately. Our goal is to ensure all our guests have a positive experience, and we truly understand your frustration. We hope you’ll allow us to welcome you back in the future under better circumstances. Sincerely, Hotel Management
Presence of cockroaches and poor room cleanliness.
Business reply on Google
Dear Angel, Thank you for taking the time to share your feedback. We truly appreciate your positive comments about our staff and the convenience of our room amenities. However, we are sorry about the issues you encountered. Please know that your feedback is important to us, and we will address the concerns you've raised with the appropriate team members to ensure we improve our cleanliness standards. We hope to welcome you back in the future, where we can provide a more seamless and comfortable stay. Sincerely, Hotel Management
Hotel room was dirty and unsafe with no refund provided.
Business reply on Google
Dear Isaac, We sincerely apologize for the negative experience you encountered during your recent stay. At our establishment, we are committed to delivering exceptional service and upholding pristine and comfortable lodgings within a secure environment for our esteemed guests. Therefore, we sincerely apologize for any dissatisfaction during your recent stay. We have taken serious note of your experience and have promptly brought this to the attention of our housekeeping team for a thorough review and necessary action. Please be assured that we maintain round-the-clock security on our premises to ensure the safety of all our guests. Thank you for sharing your thoughts, and we hope you will allow us to provide you with a better experience in the future. Sincerely, Hotel Management
unjustified damage charges and fees for exchanging linens and towels
Business reply on Google
Dear Mattie, Thank you for sharing your experience with us. We are sorry to hear that our services and amenities did not meet your expectations. To provide a more home-like experience for our guests, we offer housekeeping services on a bi-weekly basis. These services are also available upon request for a nominal fee. Your feedback is valuable as we strive to continuously improve the guest experience. If there is anything else we can do to assist you, please reach out to us directly, and we will do our best to help you. Sincerely, Hotel Management
hotel room was infested with bugs and roaches
Business reply on Google
Dear Noemi, Thank you for your valuable feedback. We sincerely apologize for any inconvenience your staff encountered during their stay. We recognize the importance of delivering a pristine and comfortable hotel experience, and we regret not meeting your expectations in this area. We will address this with our housekeeping department to ensure that we uphold the highest standards of cleanliness. Your feedback is invaluable to us. We eagerly anticipate welcoming our guests back and delivering the exceptional service they deserve. Sincerely, Hotel Management
Room smelled of sewage, excessive noise, and unauthorized credit card charges.
Business reply on Google
Dear Jon, We are sorry to hear about your disappointing experience. This is definitely not the kind of stay we aim to provide, and we apologize for the noise, odor, and billing issues you encountered. We take your feedback seriously and will address these concerns to improve future guest experiences. We're glad the front desk staff was kind, but we understand the importance of a smooth check-in process. Thank you for sharing your thoughts, and we hope you’ll reconsider staying with us again in the future. Sincerely, Hotel Management
Hotel charges for linens and staff appear to be under influence.
Business reply on Google
Dear Lee, Thank you for the feedback. We acknowledge the concerns raised regarding your recent stay at our hotel. We sincerely apologize for any disappointment caused, as it is never our intention to fall short of our guests' expectations. We strive to remain transparent by delivering all our policies on every booking platform, enabling our guests to make informed decisions. Your feedback is valuable to us, and we will share it with the appropriate individuals to ensure that we can better serve our guests in the future. Sincerely, Hotel Management
hotel room was unsanitary and staff refused to provide clean linens
Business reply on Google
Dear Matthew, Thank you for taking the time to write a review. We take guest feedback seriously, as it allows us to continue to improve our guest experience. We appreciate your review and will be taking the necessary steps to ensure the issues you described do not occur in the future. Sincerely, Hotel Management
Hotel had cockroach infestation, poor housekeeping, and missing breakfast amenities.
Business reply on Google
Dear Keerthana, We regret any disappointment you may have encountered during your stay. Delivering exceptional service to all our guests is paramount and a source of pride. We sincerely apologize that your experience did not meet your expectations, and we empathize with your frustration regarding the different issues you brought up. Your feedback is valuable to us, and we have shared it with the relevant parties to enhance our ability to serve you better in the future. If you have any further queries or concerns, please feel free to reach out to us directly at the hotel. Once again, we are sorry for these concerns and hope to have the opportunity to serve you again and provide you with the outstanding and seamless stay that you deserve. Sincerely, Hotel Management