ComplaintsforPhoenix Extend A Suites

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a room plus deposit of $100 on 7/13/24. This hotel didn't provide any written receipt for the deposit. 7/19 I spoke with ***** at the front desk who said my deposit was not being returned because the room "smelled like marijuana". The hotel guest is a non smoker of all substances. The room did not smell like marijuana during the stay. If there was an odor, how can you determine from where it is coming? The smell of marijuana can be noticed from far away and is noticeable. If you can pin point the location from where the odor is coming, I would be amazed. I can't prove that this allegation isn't true, it is impossible to do. Someone could have walked by smoking marijuana, someone could have been smoking in an adjacent room, it could (and is) just made up. My room was non smoking. There was no marijuana use of any kind in this room. Reviews online also state that this hotel has kept deposits because of "black marks on the sheets", "dirt on wash cloths", and the like. There also would be no damage done requiring the entire $100 deposit be held. The smell of smoke goes away. I've could have smoked marijuana in the smoking area, come to the room, and housekeeping/staff may then smell marijuana and that not have broken any rule.

  Business response

  07/23/2024

  Thank you for reaching out. After looking up the notes on this reservation it was confirmed that the room had a heavy smell of marijuana smoke at the time of check out. When marijuana is smoked in the room, the odor stays in the drapes, chairs and other fabrics making it hard to get rid of the smell. When this happens, we have to put the room down for an Ozone treatment causing us to loose out on revenue that night. On the cash deposit form that was signed at the time of check in, it states the following, "If you smoke in the room, leave evidence of smoking or if the room smells like marijuana, your deposit will be forfeited and you will be charge accordingly." The $100.00 deposit was forfeited due to this policy and the room having a heavy marijuana smell. 

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked 2 night at the hotel ****** ******* by *******, we booked double queen room for 4 people for an event in Phoenix. We approached receptionist and reported we got the wrong room, the front desk promised and assured wed have a double queen room once we were back. We came back and did not get the room we were promised we instead got a room with no electricity, so we went back to the old room and noticed there was cockroaches, left over condom rapper as well sheets that were all stained . We reported back to receptionist but did not want to give us our money back , we ended up checking out and calling the next day to talk to management . Manager was very negligent , didnt want to speak at all . ***** even apologize but accused us of leaving trash in the garbage and we had to be charged for that .(248 dollars) I also ended with having bed bug bites on my arm and confirmed this place infested with insect which is a safety hazard for anyone staying at the hotel.

  Business response

  10/04/2022

  After reviewing the claim, photos, and the confirmation page photo attached, we are noticing that we are not the correct property you are wishing to file a complaint about. Our property is Extend A Suites located at ********************************************************************************. The property you stayed at was a ****** ******* in south Phoenix. We wish you the best of luck with getting a refund issued.  

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room with them months ago at a low rate on booking.com they waited 6 months and cancelled my booking and said that they overbooked the property. They then listed my same room for almost 6x the original amount. They did this because its Superbowl weekend. Hotels should not be allowed to cancel a contract, lie and say they overbooked, and then relist the same rooms for 6x the amount. This is unfair booking practices

  Business response

  09/06/2022

  I'm sorry to hear that your reservation was cancelled due to an overbooking, but you are making a complaint against the incorrect property. Our property is Extend A Suites Phoenix off the *****************************, not Extend A Suites Phoenix-Airport off 24th st. We are both two different properties. Please submit your complaint to the correct location. 

• Initial Complaint

  06/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was removed from my monthly contracted hotel room illegally, Rent was raised without notice 3 times Management lied to **** police I woke up to no hot water twice and they kept my deposit after they breached the contract Per ******* law they did not inform me of adjusting tax rate after sixty days Worst of all my best friend died from the are stress of being put in the street I invested 4k from my business my friend had planned on paying back now I'm in the street I want to recover my $4000 or I'll go to civil court for ten thousand dollars and *** them the *** was convicted by feds for fraud he just lost another case as well this all occurred at the **** ** property, I've reached out over and over help.My folio supports what I have paid

  Business response

  06/28/2022

  This is a completely different property. He did not stay at Extend A Suites Phoenix-North. I'm sorry, there is nothing I can do to help you on my end. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in the room and I went to turn the air conditioner on and it was cockroaches on top of my air conditioner walking around I went down to the front desk I asked the lady I need a refund I couldnt stay in the room with cockroaches I feel like theyre gonna call him a year and she said Im sorry I cant give you a refund and she also told me sorry I cant give you your hundred dollar deposit you just put down on this room and I just checked in 10 minutes ago so I left the hotel with no deposit no refund and cockroaches in my room I will never stay there again its disgusting foul dirty growth and theres no way to get a hold of anybody above whoever works at the front desk I want to talk to you the corporation because that place is a health violation in itself

  Business response

  04/05/2022

  Thank you for reaching out. We're sorry to hear that there was a pest issue in that room and that you didn't stay due to it. Per policy, staff is not allowed to refund without managers approval and per cash deposit policy, the deposits are only refunded between ****AM. These are the reasons as to why the staff member working couldn't process the refunds last night.  The deposit was refunded in the morning when you arrived. We have also processed a refund back to Expedia on our end for the night. You will still need to contact Expedia for your refund because you paid through them. Again, we are sorry for the issues you experienced. 

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