Complaint Review: Extended Stay America - Nationwide

To Whom It May Concern:

My name is Janella Denney-Mullican. On Tuesday, April 14, 2015 at approximately 8:30 pm I spoke to a nice gentleman by the name of Tony at 1-800-804-3724. I booked a room for three nights for my mother.The confirmation number was #119522889. I explained to Tony that my mother was receiving radiation treatments for her Breast Cancer twice a day and I was hoping to get her check in early on Wednesday so that she could rest after her morning treatment. He informed me to contact the hotel directly and that this shouldn't be a problem. At NO time did Tony EVER tell me that I would need to sign a third party wavier before my mother would be allowed to check into her room.

On Wednesday morning at approximately 9:15 am I spoke to a lady at the front desk and explained the situation surrounding my mother and her cancer treatments. I told her I would like to get my mom checked into a room early so she could rest before her afternoon treatment. The girl informed me the earliest they could check my mom into a room would be 12:00 pm and that they didn't see any problem with this. At NO time did the girl at the front desk EVER tell me that a third party wavier needed to be signed before my mother would be allowed into her room.

At approximately 3:00 pm I received a panic call from my husband. He informed me that my mother had been trying to reach me since 12:00 pm. I was unable to be reach by cell phone because cell service was unavailable in the canyon where my friend and I were taking private lessons.

My husband informed me that the hotel staff wouldn't give my mother her room. I immediately called my mother and she told me that ARIEL refused to give her a room until the third party wavier was signed by me.

Because ARIEL refused to give my mom a room she was unable to rest from her radiation treatment she received in the morning! After talking to my mom I immediately called ARIEL and she verified what my mother had just told me. I immediately asked to speak to the Manager on duty. ARIEL had the NERVE to chuckle as she transferred me to Assistant Manager Lupeline Tagaloa.

Needless to say at this point I was EXTREMELY UPSET over the treatment of my mother!! I explained to Ms. Lupeline that the reservation was made through the 1-800 number and at NO TIME was a third party wavier EVER explained to me and I don't understand why my was not allowed into a room. I thought everything was handled this morning when I talked to her staff at the front desk.

This made absolutely NO sense to me considering my mom was staying for three nights and that the hotel had all my credit card information. I explained to Ms. Lupeline I would try to get down in the evening depending on traffic and living over an hour away. I was going to be down there the next day which was Thursday, April 16 to take my mother over to the hospital for her radiation treatments.

In the meantime I wanted them to immediately get my mom a room so she could rest up for her afternoon treatment. Ms. Lupline told me they would and everything was fine. I figured by her statement to me that everything had been handled!!

At approximately 8:48 pm Wednesday night I received a call at home from ARIEL. She informed me that they would be kicking my mom out of her room at 10:00 pm if the third party wavier wasn't signed!! I explained to ARIEL that her Ms. Lupline told me everything was handled!! Again ARIEL told me I had to 10:00 pm and HUNG UP ON ME!!! I called back three times and as soon as ARIEL knew it was me she HUNG UP AGAIN!!!

Needless to say I was PISSED!!! I got in my car and headed down to the hotel. In the meantime my husband received a call from my mother who was sounded a sleep in her room telling him that ARIEL called her and told her that she needed to be out of the room by 10:00 pm. My mom was distraught and didn't know what to do. She told my husband that earlier that evening she also gave the front desk information from her credit card to hold the room. My husband told her to stay where she was and that I was on my way.

Because of the INHUMANE TREATMENT my mom and I were receiving from this particular establishment I called the Brea Police Department to have them their as witnesses when I entered the front lobby. Officer Phil Rodriguez along with what appeared to be his sergeant walked me into the front lobby.

ARIEL was at the front counter on her BEST behavior. She asked for my credit card. She charged my card for ALL three nights and she NEVER EVER ASKED ME TO SIGN ANY THIRD PARTY WAVIER!! I asked for her manager's business card and then asked for her last name. Needless to say she REFUSED to give me her last name. A Police Incident report was taken. The Incident Report number is #B15105105.

On Thursday, April 16 I arrived to pick up my mom to take her for her cancer treatments. My mom and I walked into the lobby to speak to the manager Ms. Lupeline Tagaloa. NEEDLESS to say she wouldn't give me or my mother the time of day!!

At this point I had my belly full of ALL this nonsense!! I informed the manager I will be removing my mom from this hotel after we get back from her afternoon treatment. I also told her I want my credit card credited back for the Thursday night booking.

When I got my mom to her appointment my husband told me to call the manager one last time and see if she was aware of what ARIEL had done the night before. NEEDLESS to say when I got a hold of the manager she HUNG UP ON ME!!!

I was at my breaking point and decided to call another Extended Stay America in Anaheim Hills. I spoke to a very nice and professional gentleman by the name of Oscar. I told him about the situation and he explained to me that this is NOT the way Extended Stay America's operate.

When my mom was done with her treatment we returned back to the hotel to retrieve her belongings. When she inputted her room key I was besides myself. The room key DIDN'T WORK!! So we headed back to the front lobby to get my mom a new room key.

We gathered her belongings and went to the front lobby one last time to retrieve my bill. NOT ONLY DID THE MANAGER CHARGE MY MOM FOR THE THURSDAY STAY, SHE ALSO ADDED A LATE FEE FOR NOT BEING OUT AT THE STANDARD CHECK-OUT TIME!!



I informed the girl at the front counter that I would be disputing these charges. I then searched the internet for another hotel in the area. I ended up booking my mom at the Quality Inn and Suites. I explained my mother's situation to the manager and they treated my mom like a QUEEN!! They even ALLOWED her to stay pass her check-out time so she could rest from her treatments!! On top of ALL this they even brought my PRECIOUS mom a rosary!! The manager and his wife showed KINDNESS AND EVEN COMPASSION!!!

Because of my job experience as a Biometric Forensic Technique Trainer I was very fortunate to travel the world. Needless to say I stayed in ALL types of hotels throughout the world!! I HAVE NEVER EVER IN ANY OF MY TRAVELS COME ACROSS INDIVIDUALS AS INHUMANE AS I EXPERIENCED THIS PAST WEEK!!

I also e-mailed the CUSTOMER SERVICE MANAGER MS. A. FIMOWICZ at Corporate Headquarter on 4/22/15 along with CEO DONALD STUMP on  4/27/15.

NEEDLESS TO SAY I HAVEN'T RECEIVED A PHONE CALL OR EVEN AN ACKNOWLEDGMENT FROM THESE TWO INDIVIDUALS!! WHAT TYPE OF OPERATION IS EXTENDED STAY AMERICA REALLY RUNNING?????