4/10 Discreto
15 feb 2026
I was charged for my room twice. When I booked through Hotels.com, I paid for a room with a king bed. When I got to the hotel I was told the king room wasn’t available because it had no curtains. I was given a single room and the front desk charged me an additional 2 nights. When I addressed this with the front desk later that evening, I was told by staff that at Extended stay that they would contact Hotels.com and have the original rate for the king room refunded. Extended Stay did not do this. Or even follow through. When I contacted Extended Stay. They said I would need to contact Hotels.com and initiate the refund. When Hotels.com contacted Extended stay, the front desk said there was no one on site to verify the charge even though I had just spoken with them and followed there instructions, I called Extended Stay and was placed on hold and never spoken to.
I have stayed at this hotel 5 times in 2 months. This type of customer service is sloppy and dishonest. When you tell a guest that you will correct a charge that the hotel is responsible for, then don’t bother to follow through, you create mistrust.This is poor accountability. My previous review of Extended Stay was very positive. But they have destroyed my trust and lost a loyal guest. As have Hotels.com.
A guest should not be charged double, then forced to prove and defend the hotel’s mistake. I am now at the mercy of Extended Stay America to ensure return
of $200. Not addressing this is stealing.
Lonnie
Lonnie, viaggio di lavoro di 2 notti
Recensione degli ospiti Hotels.com verificata
