We were excited after we called and made a reservation for the Memorial Day weekend since we know the area would be hard to get at that time. I explained to the person that I had a Be Our Guest (BOG) certificate and wanted to use it during the stay. She said it would not be a problem and asked for the BOG #, then provided a confirmation number. I called back a couple days before we traveled to Memphis and confirmed the reservation again just to be on the safe side.
We got to the hotel around 6:00 pm, identified ourselves and indicated that we had a reservation for that weekend. We were told by the front desk clerk that she needed to get the manager to assist. When the manager came over to the front desk, she promptly advised us that the BOG was not approved by herself or her general manager and therefore could not be used. I explained to her that I had made the reservation some time back and the person I spoke with knew I was using the BOG. The manager looked at the computer and read a note that was in the system stating that I would be using the BOG...so they were aware... however, the manager continued to explain that the process was not followed. I politely advised the manager that I do not know their process, but I have a reservation. At this time, the manager proceeded to inform me that the BOG could only be used in Atlanta (during our conversation, I told her I drove from ATL), and that my GM should have made the reservation for me. I explained to her that I did NOT work for her company but instead I received the BOG from Elisa Neal, the manager at the Roseville, MI location as a sales opportunity.
The manager said she was sorry, but...the BOG could not be used. I told the manager that I would pay for the room. She asked me to hold on while she spoke with the GM. Later she emerged from the office with the GM and stated that they would in fact honor the BOG certificate, however, they did not have the room I reserved (queen with 2 beds), and in fact, they only had two rooms available. She gave me the key to the first room for me to inspect and see if it was "acceptable". The first room was FILTHY! The curtains and the couch were extremely stained (pictures available to prove this) and the room was CLEARLY smoked room, when I needed for NON-smoking.
I returned to the front desk and told the manager that room would not work based on what I described earlier. She gave me the key to another room with only one bed. The room was a little cleaner, however, after inspecting the bathroom, I saw underwear on the floor behind the bathroom door. It was as disgusting as you can image. I returned to the front desk to explain to the manager that this would not do either, only to be informed by the front desk clerk that the manager had already left for the day.
The clerk started looking for the general manager to see if he could assist. After waiting another 30 minutes I inquired what the hold up was, and the clerk advised me that the GM was not in his office. Now at the 2 hour mark, I asked the clerk to take my number and call when the GM returns.
I got a call from the clerk about 30 minutes after I left. She said that the (filthy) room was NON-smoking but since I think it smells, she can offer me Febreeze and that was really all they had. I politely declined the room and advised her to check the room before offering it to another guest.
I had such a good time staying at the Extended Stay in Roseville, MI so my expectation for any other Extended Stay hotel was to have the same experience or better. Overall, my impression of the Extended Stay America, Wolfchase Galleria is that the building is welcoming and looks good. The lobby is clean and huge, but the rooms I looked at were dirty and far from acceptable. The customer service was POOR and I expected much more from Extended Stay America
Ask to see the room before you pay.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.