We stayed at the Suburban for one week recently booked through Hotwire. For the price the room was reasonably clean, the property maintained well enough. Other than some room key issues and a noisy group of 8 or so staying in the room next to us things went smoothly enough.......until the last day. I was awakened by a faint tap on my door at 8AM on Sunday morning and as I started to sit up a housekeeper barged right in. Usually housekeepers identify themselves and knock loudly, this one didn't and got an eyeful of me in my boxer shorts. I called the desk and asked why this happened and was told it was a mistake on the list of rooms to be cleaned by Darwin at the front desk. Ok fair enough, mistakes happen and I should have used the deadbolt. After checking out we realized we forgot our home pillows, my cell phone charger, and a dog toy in the room and immediately called and asked if we could get them from the desk and were told no problem by the same guy, Darwin. When I showed up to pick up my things the lady at the front desk Sara was treating a rough looking couple very rudely and refusing to rent to them, which I didn't have a problem with but thought she was overly rude to them. I asked her for my things and she immediately jumped on me like she had been waiting all day for me. I was told I could not have my belongings back until I paid $15 per night for my dog. I was shocked, I paid through Hotwire after narrowing my search to pet friendly hotels, and my dog was with me at check-in, she even got on her hind legs and put her paws on the counter, and I was never told about a $15 per night pet fee. And now my things were being held ransom. She said Darwin told her to not give me my property until I paid the pet fee. I asked if Darwin was on site after a heated argument with Sara. She called him and he refused to come to the desk leaving her to enforce his poor decision. I was in the parking lot trying to call Hotwire when my wife went in to try and talk some sense into her. She finally handed over the room key, our room hadn't even been cleaned so we quickly grabbed our stuff and returned the key. If you pay and book online under the pet friendly hotels, BRING your dog to check in, you don't expect to get held up for more cash at check out, not to mention have a hotel try and use your possessions of little monetary value as leverage against you. I wouldn't stay here again needless to say.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review of your recent stay. We are a pet friendly hotel and we cater to people and their pets, we also have a daily pet fee noted on all of our registration cards and at the front desk to make sure our guests are aware of the fees at check in.
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It is not the Suburban Extended Stay hotels policy to hold anyone’s items for collateral or ransom for payment. It is also not acceptable for my staff to treat you with such unprofessionalism when you returned to pick up forgotten items at the hotel. The behavior and attitude of the staff that assisted you is not acceptable and none of our guests should be treated that way. We do not and will not tolerate such behaviors and will address this immediately. I hope that you will consider staying with us again and I can assure you that this will never happen to any of our guests in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.