I arrived in Houston with two chihuahuas in tow. A friend called ahead and suggested the reasonably priced Ex Stay..appr $87/nite. She had also suggested candlewood suite near her house, but the price difference sinched it for me (158/nt vs 87) "Thank you for calling extended stay..blah blah''-first words out of my mouth, "you're pet friendly correct?", "yes we are". I told her I had to chihuahuas, staying appr 1 wk, maybe longer, gave cc to hold room and was enroute. Very nice young lady at desk was same I spoke to on phone, checked me in, with taxes rate kicked up to about $105/nt, sign here. I prepaid for a week, mind you. Flash fwd to Tuesday. I was annoyed that my room key didn't work, even more annoyed that the 2nd didn't work either and went to the front desk. Annoyance elevated when desk person told me they shut my keys off bc they wanted to talk to me...excuse me?? Ever hear of a professional method, like flash the button on my room phone, call the cell phone number used when registered here-immediately unimpressed with the trash approach. She procedes to tell me that they 'believe i have a dog, possibly two dogs in my room...''...I nod, ''yes?" thinking she's going to say they were barking too much or something...no, she tells me i did not pay the pet deposit fee. I had no idea what she was talking about, and told her I paid whatever was charged to me. She continued with the pet fee is $50/nite for two dogs, and I was locked out for not paying it. Now I'm ticked. Again I say "I paid whatever your desk person charged me, I did not get an itemized bill, I prepaid 7 nights, it was appr $750." I'm then informed that she would have charged me had she known about the dogs...WOAH-WAIT-WHAT? Did you just imply that I snuck the dogs in?? WELL had she been aware of the factuality that you had dogs she would have then made you aware of the policy and charged you- "OK STOP. Beyond ticked. So your desk clerk screws up, you lock guests out of their room and then insult them...great customer service. She says to hold on while she called her district manager. Mind you-I PREPAID for a week-so unless their pet fee exceedes $400 for the 4 nights we had been there (rem bal) they're still ahead and I explained this to her and her district manager...so she then asks the DM, ''so is it ok then that i let her back in her room?" I leaned-just a little-across the counter and made sure DM could hear me say, ''you damn straight better, right now-or we're all going to be talking with Houston PD for quite a while'' ok den-she turned the keys back on and i told her i'd be calling corporate. Corporate apparently does not exist with this company...voicemail that goes unresponded to is apparently the max. So, the next day I called the desk, getting into our apt was possibly going to take until monday, instead of fri--did they have availability til then, and w/out changing rooms? Yes they did ((NO BIG SURPRISE)). Did they need me to stop by the desk and sign anything? No, they have cc on file. How about on the pet policy jazz, did they need me to stop by for that garbage? No, they will just charge me an additional $50/nite-$300 max/stay. Fine. Imagine my delight in getting back to the room a few hrs later and finding my keys shut off-again. To the desk-oh that darned pet policy thing again...explained I spoke w/desk person, extended stay to monday, clarified pet policy, ASKED if i needed to stop by desk, was told no. Well apparently that desk person doesn't know jack, and i indeed needed to, and sign pet policy. I told them do not lock me out of my room again, really, i've been beyond cordial, and promise i will not be next time. I was traveling with a 12-yr old daughter and elderly grandmother in addition to the 2 chihuahuas-pleasantry has run dry. Now comes thursday and i see i missed a call while fielding many others on my cellphone, and catch the voicemail. wow, it's ms williams, the inept manager of the ex-stay wondering what we going to do about the pet deposit situation. Am I kidding? NOOOOPE. I called her back-you KNOW she wasn't in her office, probably rarely is. I pulled into the parking lot--it is JAM PACKED! Barely 12 cars there all week, suddenly jammed, and two guys in crossing guard vests by the main entrance stop me as i pull in! I roll the window down,''what the heck is going on?" They wonder: "am i a guest here?" "YES I AM-are alllllll these people suddenly guests here?!" "No they're not, but there are a few spots availble down on the end..'' Apparently there was a game at reliant and they're SELLING PARKING SPACES right out from under their guests. I'm pretty sure the hotel gets no part of it. I cannot wait to get out of this place.((the holiday inn across the st was selling spaces too!)) I can see that people going to the game might take advantage of the hotel parking lots..but it didn't seem to be a problem with the strip mall across the street. My key worked-they were quite lucky of that-i put the kid,grandma and dogs in the room and went to the front desk to discuss ms williams. the same sweet person who checked me in was there and got filled in with the lockouts, insults and bs, including 3 days after the fact, ms williams who, like the rest of the staff, has a communication problem'' Jaquice was stunned, and pointed out that she was new, she apparently made an error ((holy crap, someone not passing the buck!)) and showed me that she had noted-that night-on the account that there were TWO CHIHUAHUAS in the room. So she forgot to mention the pet fee-which i explained to her for that, i would have stayed at candlewood for $158-but not wanting to repack, move, unpack..we stayed, reluctantly, but to be harrassed every freaking day was out of line. she appologized, hoped this situation didn't reflect bad on the hotel-i told her SHE was the only thing that reflected WELL on the hotel and they were lucky to have her, error made or not. everyone else is low-class, inept, and totally unprofessional. so you're not staying with a pet? SO WHAT, i'd still steer clear! the place is nice, room was clean (fridge leaked water at random times every day) ..could also be random, but kind of freaky-odd people were staying there-and it's not bc they're the cheapest place in town-heck crowne plaza down the street was only $100/night (not pet friendly) anyway, unless you have to be right next to reliant stadium, keep going-and if you do need that local-go holiday inn or crowne--i would avoid this place like the plague!!
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