I reserved a double bed room one month ago through bookin.com and, arrived by 8:00 pm, I checked in, room was not cleaned although my confirmation "warranties" a room by 3:00 pm. Letrice, front desk staff, offered a one bed room. I accepted the change as we were tired after 8 hours driving and signed another check-in paper. The room smelled like cigarette and my allergy activated. I went back to the front desk and requested the original room I reserved, willing to wait for the cleaning. She responded they did not have any housekeeper nor another two-bed room and that I had already agreed in changing room, she refused to call the manager for me and refused to cancel my stay. All she cared about was to repeat that she did her job. She kept both document I had signed (the original reservation and the change of room) and refused to give me a copy of it saying that the hotel had already charge it. She blamed it on me for accepting the change of room and, now, the hotel will charge a service they refused to give me. Letrice states that " if I wanted, I can call booking.com and request them to return the money back to my credit card since I had signed both check-in papers. I frequently travel and had stayed at other Extended Stay America properties and had never been so disrespected, mistreated, and...I reserved a double bed room one month ago through bookin.com and, arrived by 8:00 pm, I checked in, room was not cleaned although my confirmation "warranties" a room by 3:00 pm. Letrice, front desk staff, offered a one bed room. I accepted the change as we were tired after 8 hours driving and signed another check-in paper. The room smelled like cigarette and my allergy activated. I went back to the front desk and requested the original room I reserved, willing to wait for the cleaning. She responded they did not have any housekeeper nor another two-bed room and that I had already agreed in changing room, she refused to call the manager for me and refused to cancel my stay. All she cared about was to repeat that she did her job. She kept both document I had signed (the original reservation and the change of room) and refused to give me a copy of it saying that the hotel had already charge it. She blamed it on me for accepting the change of room and, now, the hotel will charge a service they refused to give me. Letrice states that " if I wanted, I can call booking.com and request them to return the money back to my credit card since I had signed both check-in papers. I frequently travel and had stayed at other Extended Stay America properties and had never been so disrespected, mistreated, and abused by a front desk person. Shame on you, Letrice from Mobile, Alabama! You are the reason for not recommending the Extended Stay America to anyone for business, pleasure or for a time off. My weekend turned into the worst hotel experience ever.
I'm glad that Rodgie, from booking.com found me another hotel in the area and will follow-up the solution of this unfortunate experience.More
Show less