Extended Stay America

Guest name's: Deanna Rueda and Andrew Hollingsworth

Email: [protected]@gmail.com

Extended stay America

601 W Bonita Ave

San Dimas, ca 91773

Manager: Erin Rhines

Contact # [protected]

Hello,

My boyfriend and myself have been a resident at your San Dimas location since July of 2020 to the present.

There are a few major issues/complaints that I'd like to bring to your attention since management seems to constantly give my boyfriend and myself the cold shoulder.

We have basically been in a non operational room since November of 2020. By non op I mean our stove has been non functional since then. We have put in countless work orders and requested several room changes however nothing has gotten done and we have to cook on a portable camping stove which you can imagine the inconvenience.

It doesn't end there (please bare with me) our monthly rate continues to fluctuate on a daily basis and we constantly get harased about a past due balance even after rent relief paid over $30,000. We we're quoted $67.99 courtesy of Myucha Valentine, however it seems that management has not honored this price and when we ask the hotel staff for a printout of our folio we are denied, also when we ask if our bill could be looked at and corrected we are also denied and given the excuse that our bill is to only be discussed with the manager Erin Rhines. When asking Erin about this matter she says she doesn't have time and continues to blow us off. Clearly you can see how frustrating it is.

And last but most importantly not least, the house keeper's. They are constantly entering our room and stealing food from our fridge not to mention clothes, money and other miscellaneous items. We asked management for a key assessment and we were given confirmation that the housekeepers have entered into our room not just once but several times. My boyfriend and myself have witnessed Consuelo, Teresa, and Tawnie entering rooms they're not scheduled to clean with market bags full of food and other miscellaneous items. There are several other guests whom are experiencing and witnessed this first hand as well. The house keepers continuously abuse their key for purposes other than house keeping and time and time again nothing is done. They need to be fired because it's not right.

I apologize for such a long complaint letter, however since the hotel staff and management seem to ignore the matters at hand it was extremely necessary and imperative for me to disclose unethical behavior with someone of higher rank/greater importance. This hotel does not practice nor does it operate by it's CORE values let alone represent what Extended Stay of America is and should really be about. I am hoping this complaint goes far and I am crossing my fingers in hopes that this whole situation finally be rectified.

I stayed at your extended stay property in San Dimas for two months I had planned on staying longer. Every since I step foot in your door there was a problem. On my original check in date September 21, 2018 I was checked into room 330 and it was damaged so I immediately went downstairs and asked for another room. My husband and I been left the premises to buy a few cases of water because we would be there for a while we went to Rite Aid but water and came back on the east entrance of the building the door is broken and does not work we had to walk all the way around with cases of water and groceries and my husband is 63 years old. My husband and I've been left the premises to buy a few cases of water because we would be there for a while we went to Rite Aid but water and came back on the east entrance of the building the door is broken and does not work we had to walk all the way around with cases of water and groceries and my husband is 63 years old. During my stay I stepped on the remote control in the middle of the night and broke it while trying to put it back together I know this is this remote was Kind of odd.
Upon doing research regarding this remote The name of the remote control is called law mate TV remote hidden camera and PIR remote control. How do I would've known that this was a spy camera when I broke it I would not have returned it to the front desk. On October 20
I tried to renew my room online and by phone but had some type of computer interference or intrusion into my network so I called downstairs and up on trying to pay my reservation for another month along with the 40% discount the price and the total that we had been quoted was incorrect. It took three days for extended-stay to honor the price that we were originally given up on calling registration. I have sickle cell anemia which is a rare blood disease I'm constantly in and out of the hospital during my stay at the extended stay for two months I have been in and out of the hospital four or five different times. On September 26 I left the hotel room the maid was supposed to have been there and clean the room when I came home from the hospital it was late at night the next day I found A open use condom a phone charger that was stuck in between the chair and a pack of Marbro cigarette peace my husband smokes Benson and Hedges premium Menthol. I was the only one in the room my husband had not come upstairs so this had to be done while we were gone. I also noticed on the same exact day that I did not have face towels but the maid had been in. I was calling Aaron downstairs I had called several times regarding not having face towels and regarding the bath tub not being cleaned properly. She stated that she would refund me a days rent because I had been without towel for over A week. I never got that refund. A few days later after coming from the hospital I found a wallet and a drivers license under the reclining chair in the room with a Mexican American photo on it. I talk to Aaron she then did a key audit or claimed that she did one I believe that she erased all the pertinent information that prove that someone had been in and out of my room. However I still have the photos and the Wallet and the drivers license.
I had never been asked to leave my room while the maid was cleaning the whole two months I had been there. All of a sudden I was asked to leave my room on a day that I was sick with my sickle sale I call downstairs to speak to the property manager property manager Chris came upstairs. He was very rude he did not want to let me get a word out he kept telling me to shut up. He rushed past the door into the room pass my husband passed the bathroom door to tell me to shut up? He was very unprofessional as I tried to explain to him my frustrates he basically explained to me and I quote his exact words I don't care that you're sick what does that mean to me? All I was asking was to be able to stay in my room while the maid clean my room which I had already been doing doing my two month stay I was then told that I had to check out immediately or law-enforcement would be called? I did not receive a refund for four days I had to sleep in my vehicle sick with sickle cell anemia doing these four days I have been contacting your guest registration to reach out to headquarters regarding these issues these issues happen last week Wednesday the manager jessie Alden had up until Friday to get back to me he did not! I feel like I need to take this matter to litigation I am asking for a proper response from extended stay America headquarters. This has been more then an inconvenience to me.