Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My name is ********. I moved from across the country and paid for a month. 1700 dollars. I was told that the property was pet friendly. I suffer from schizophrenia, and bi-polar, and have an emotional support pet. I was 2 weeks into my stay and received a notice on my door stating that my emotional support pet would not be allowed, i'd have to re-home her, or be put out and not receive a refund of the money that I have not used, insane. I am looking to either get my money back for unused stay so I can move because coming 2000 mines away to be told I cant have a cat when there are multiple dogs everywhere, that aren't licensed nor registered is insane. This is not the ritz ******** Dogs are taken, and small horses, but not a cat. There is fighting, dope friends, illegal drug sells, cops here all the time, and their issue is a small cat?? Really looking for my money back, or to continue my stay until my rental ends (WITH MY EMOTIONAL SUPPORT PET) On April 15th, again, paid for a full month. Unacceptable and uncaring. I never have had this issue before and stayed all across the country. I will say that one if the managers did hear my plight, and assisted with paperwork on rehoming, etc, and she did give me extra time to try to re-home my emotional support animal. Likewise, I don't want to wait a year if given my money back, I'm trying to get my money back ASAP, or continue my stay unbothered honestly.

  Business Response

  Date: 03/27/2025

  Hello,
  

  Thank you for reaching out with your concerns. Unfortunately, we only allow service animals at our location. According to *******, service animals are:
  Dogs, Any breed and any size of dog, Trained to perform a task directly related to a persons disability.

  
  Unfortunately,the guests emotional support cat is not considered a service animal.

  
  At the time of check-in, the guest signed a registration card stating our policies. Listed within those policies reads the following policy:
  We do not allow pets here, but we gladly accept service animals (that MUST be declared at the time of check in), If you have an unregistered animal or non-service animal, you will be asked to check out with No Refund.
  It is also stated at the front desk that we are a non-refundable property once you have checked in.

  
  Instead of asking the guest to check out with no refunds, our management team has agreed to give the guest time to relocate her emotional support cat so that she is able to continue her stay with us and not lose the money that she has spent. Due to the polices that are in place, we are unable to refund the guest the remaining of her stay if she would like the check out. She is more than welcome to continue her stay here with us, but unfortunately the emotional support cat must be re-located within the time frame that management has given her. 

  If you have any other questions or concerns, please dont hesitate to reach out to management at **********************************

  
  

  Customer Answer

  Date: 03/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Likewise, the extra time given to re-home said animal again, as stated in the original complaint, is appreciated.
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a room plus deposit of $100 on 7/13/24. This hotel didn't provide any written receipt for the deposit. 7/19 I spoke with ***** at the front desk who said my deposit was not being returned because the room "smelled like marijuana". The hotel guest is a non smoker of all substances. The room did not smell like marijuana during the stay. If there was an odor, how can you determine from where it is coming? The smell of marijuana can be noticed from far away and is noticeable. If you can pin point the location from where the odor is coming, I would be amazed. I can't prove that this allegation isn't true, it is impossible to do. Someone could have walked by smoking marijuana, someone could have been smoking in an adjacent room, it could (and is) just made up. My room was non smoking. There was no marijuana use of any kind in this room. Reviews online also state that this hotel has kept deposits because of "black marks on the sheets", "dirt on wash cloths", and the like. There also would be no damage done requiring the entire $100 deposit be held. The smell of smoke goes away. I've could have smoked marijuana in the smoking area, come to the room, and housekeeping/staff may then smell marijuana and that not have broken any rule.

  Business Response

  Date: 07/23/2024

  Thank you for reaching out. After looking up the notes on this reservation it was confirmed that the room had a heavy smell of marijuana smoke at the time of check out. When marijuana is smoked in the room, the odor stays in the drapes, chairs and other fabrics making it hard to get rid of the smell. When this happens, we have to put the room down for an Ozone treatment causing us to loose out on revenue that night. On the cash deposit form that was signed at the time of check in, it states the following, "If you smoke in the room, leave evidence of smoking or if the room smells like marijuana, your deposit will be forfeited and you will be charge accordingly." The $100.00 deposit was forfeited due to this policy and the room having a heavy marijuana smell. 

• Initial Complaint

  Date:10/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked 2 night at the hotel ****** ******* by *******, we booked double queen room for 4 people for an event in Phoenix. We approached receptionist and reported we got the wrong room, the front desk promised and assured wed have a double queen room once we were back. We came back and did not get the room we were promised we instead got a room with no electricity, so we went back to the old room and noticed there was cockroaches, left over condom rapper as well sheets that were all stained . We reported back to receptionist but did not want to give us our money back , we ended up checking out and calling the next day to talk to management . Manager was very negligent , didnt want to speak at all . ***** even apologize but accused us of leaving trash in the garbage and we had to be charged for that .(248 dollars) I also ended with having bed bug bites on my arm and confirmed this place infested with insect which is a safety hazard for anyone staying at the hotel.

  Business Response

  Date: 10/04/2022

  After reviewing the claim, photos, and the confirmation page photo attached, we are noticing that we are not the correct property you are wishing to file a complaint about. Our property is Extend A Suites located at ********************************************************************************. The property you stayed at was a ****** ******* in south Phoenix. We wish you the best of luck with getting a refund issued.  

• Initial Complaint

  Date:09/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room with them months ago at a low rate on booking.com they waited 6 months and cancelled my booking and said that they overbooked the property. They then listed my same room for almost 6x the original amount. They did this because its Superbowl weekend. Hotels should not be allowed to cancel a contract, lie and say they overbooked, and then relist the same rooms for 6x the amount. This is unfair booking practices

  Business Response

  Date: 09/06/2022

  I'm sorry to hear that your reservation was cancelled due to an overbooking, but you are making a complaint against the incorrect property. Our property is Extend A Suites Phoenix off the *****************************, not Extend A Suites Phoenix-Airport off 24th st. We are both two different properties. Please submit your complaint to the correct location.