We had made and confirmed reservations GUARANTEED FOR LATE ARRIVAL with this hotel several days before our arrival on 09/02/13. After spending a great deal of time reviewing their website, pricing and availability, then over the phone with "Marina" to confirm that we would have a non-smoking room and queen-size beds, with free passes to Bally's for swimming, upon our arrival at about 6 PM, we appallingly learned that they had sold out our reservations. No non-smoking room available for us, much less with the terms and amenities they had confirmed for us! We further learned that their "free passes" were to a Bally's withOUT a pool! Conveniently, the management was not available, and after we had kept trying to contact the general manager for days thereafter, he was never available.
When we were blessed enough to have acquired accommodations at the nearby LaQuinta Inn, with tremendous outreach of service, we learned that some other guests at this Extended Stay of America had left that hotel to reserve at LaQuinta because the Extended Stay had construction personnel sanding their room doors at 4:00 AM, disrupting their sleep. Interesting, as Marina had also assured us that all the construction work was being done on the EXTERIOR of the facility.
Needless to write, this Extended Stay will never receive our business again. Never!
Document EVERYTHING when you make reservations, all contact information including the general manage...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I received a copy of your review and wanted to take a moment to personally respond. The situation you described is unacceptable and I sincerely apologize for your experience. I have discussed your comments with the team and we are taking actions to avoid this in the future.
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The Bally's to the south of us does have a lap pool (not intended for kids), and construction has only occurred during the hours of 9a-5p.
We continually work to improve our hotel, so I really appreciate you providing us with your feedback. Please contact me, at firstname.lastname@example.org, if you would like to discuss this further.
Thank you for providing us your feedback and we hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.