Our experience at staying this Extended stay was a mixed one. We had booked a room asking for 2 beds - when we arrived at about 9:30 PM with 2 young kids in tow after driving for 10 hours from San Francisco, our room looked quite unprepared - particularly the pull out bed within the couch. When we called the front desk letting them know the bed was missing, they asked us to look in the closet and try fix the bed ourselves since there was no one available!!!! - This was painful but I decided to go ahead and do this myself since the kids were crying and we needed to get them to bed. Unfortunately the mattress in the closet would not fit the bed frame within the pull out couch - It was a different size mattress!!!!. I called the front desk again and they shifted us to another room - it is about 11 PM and the kids had almost fallen asleep; Lugging up all our baggage and moving the sleepy kids up the stairs was going to be a nightmare - Crying kids, Hauling baggage up the stairs and close to midnight was not what we had in mind for a holiday! I had asked the front desk lady to ask the manager to call me in the morning but the call never came. The rest of the days in this new room were OK but when it came time to settle the bill, we realized they had overcharged us - A second request for the manager and nobody called (again!) We eventually went down to meet this lady at the front desk and they eventually got it fixed; And I expressed our extreme displeasure at the experience and left. A couple days later when we had arrived back home I received a call from the manager who apologized and said he would be sending a free night coupon in the mail. While we certainly appreciated the sentiment, it was a nightmare we will never forget any time we go to San Diego and.... it was too little too late!
if you are getting a room with two beds, make sure to tell them that you do NEED the beds and fully...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write a review of your stay. I am so disappointed that you experience with us left a sour taste. Please accept my apology. To make sure this doesn't happen again, I am going to have our maintenance department check all the pull out sofas to make sure they are functioning properly. Additionally, we are going to have our associates, management included, retrained in basics of customer service. I appreciate you bringing this to our attention. I hope that you will contact me, Amon, directly, at firstname.lastname@example.org, should you wish to discuss this further. We would love to have another chance to provide you with a better experience at our hotel the next time you're in town.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.