Complaint Review: Extended Stay America - Appleton WI

I had stayed at an Extended Stay America in Louisville, KY many years ago, and was impressed with the roominess, the full kitchen, and the friendliness of the staff.  So when my friend and I were plannig a trip to Wisconsin, it seemed a good idea to rent a similar room with a kitchen so we could cook if we wanted to, or reheat leftovers from dining out. 

I tried to book a seven night stay on the website for $110 per night.  An ad on the website promoted 20% off for a stay of 1-6 nights when you join their "perks" club.  Created a profile, then changed the length of stay to six nights.  The rates jumped to more than $130 for nights 1-2, over $200 for nights 3-4, and over $300 for nights 5-6. 

Changed back to the original seven night stay without the promo code.  The website would not complete the transaction, despite several attempts.  Clicked "contact us" for assistance, detailed the problem, and waited.  The automated response referred me to the website. 

I called the toll-free number and spoke with a very pleasant and helpful Linda in Fort Wayne, IN.  She was able to make the reservation, and assured me (because I specifically asked) that my debit card would not be charged until the completion of my stay; it was only used to hold the room. 

My friend and I drove over 600 miles, arriving well after midnight.  The clerk would not give us the room key until I paid the nearly $900 in advance.  I advised her that Linda assured me that payment was to be made upon checkout.  She flatly stated "she lied".  I made her call the manager, who was quite unapologetic and unhelpful.  My friend suggested we sleep in the pickup truck; we should have.

The "fully equipped kitchen" (look at the website) had no pots, pans, dishes, glasses, utensils, toaster, nor even a coffeepot. The "stove" was a two-burner cooktop.  I turned them both on "high" ~ you couldn't toast a marshmallow.  The fridge looked like it was from the 1960s. 

My friend came out of the restroom and said the shower was full of hair.  It looked like Sasquatch had molted in there.  The shampoo felt like glue in my hair; I had to use bar soap to get it out. 

My friend said he felt like something had bitten him.  I woke the next morning with bites on my leg.  We told the morning clerk that we would be checking out early due to the bedbugs and the hair in the shower.  She said she would tell the manager, but offered no apology. 

After securing other accomodations (for about HALF of ESA's rates), we returned to gather our belongings and check out.  The night clerk snarked that two people checked the room and found no begbugs.  (She had the appearance of a meth-head who would be well-acquainted with vermin.)  I told her I would drop my pants right there and SHOW her the bites on my legs! 

She offered no apology, no "we're sorry you found our accomodations unsatisfactory", nothing of the kind.  In fact, she snottily told me that I would be charged for another night, and that the room rate would be retroactively raised!

I told her to get the manager on the phone.  She went into a back room, spoke to someone, then came out & told me "it's Corporate".  I told her to give me the number for "Corporate".  She lied "I don't have the number".   I told her "I'm sure it's in the office back there".  She refused to even go through the motions of looking.  

We should have slept in the pickup.