My reservation was for 2 rooms. The desk clerk gave 1 of my rooms to another party by mistake. The manager refused to take responsibility for their mistake. I had to pay for another reservation. The manager was rude and uncooperative. Worst check-in experience ever.
Comment from Hotel Management
Nov 30, 2016 by Manager, Hotel Management
Thank you for your review. I apologize for your experience. However, I am still a little confused as to what happened. I spoke directly to your brother, who informed me his wife had made the reservations for you and the other guest. When I spoke to her in person two days later she showed me the reservation, which was made for the wrong dates. In addressing the issue, we accommodated your needs, and additionally we provided you one of the nights completely complementary for the inconvenience you experienced. Again, I do apologize for the issues you experienced, and hope you will choose to stay with Extended Stay America in the future.