I liked the layout of the room and that was it. The manager and assistant manager were beyond rude to me my entire stay. They seemed to be in perpetual bad moods - maybe it's the heat and the fact that they have to live in Phoenix? Who knows, but I was promised one rate and then told the rate had changed in the middle of my stay. Even though they had my credit card on file, they wouldn't accept cash without a large deposit. I have stayed in multiple ESAs before and I've NEVER had that problem. We're staying in an ESA in Los Angeles now and they happily accept our cash with no problems. I also heard the assistant manager being very rude to someone else on the phone while I was in the lobby, so I know it wasn't just me.
If you're one hour late paying the rate, the shady, cranky manager will be pounding your door down Again, I've never had this experience at any other ESA - when you're staying for a month, they know they are going to get paid. We've staying in so many hotels across the country, and this was the WORST experience we've ever had.
My child's brand-new white socks were BLACK after she walked around on the carpet. I scrubbed and scrubbed the wood flooring throughout our stay but I could never get it clean. It must have had about 20 layers of dirt and filth on it.
I'm not sure if all of the cash/deposit issues were due to the Arizona location, but I couldn't be happier to be back in California where we're treated with respect.
I do have to say that the second-shift desk clerk, Maria, was a total sweetheart. I felt so bad that she had to work with the manager and assistant manager - poor thing!
I wouldn't recommend this hotel to anyone unless there is a management change.
Demand to inspect the cleanliness of the floors before checking in.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 7, 2012
I recently received a copy of your review for our hotel. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.
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I do appreciate the opportunity to provide an explanation regarding the issue you described. I truly understand your aggravation and the inconvenience you experienced. The circumstances you have detailed are, of course, unacceptable and highly regrettable. We do try to follow our company policies when it comes to charges and payments to the best of our ability. I am very sorry it made you feel uncomfortable during your stay. It is our goal to provide a pleasant and relaxing environment where our guests can feel at home when they’re away from home. And we recognize that in order to achieve that goal, we must provide outstanding service.
Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope that you would give us the pleasure of having you as a guest again at this hotel or any other brand locations in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.