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  • Where do I start? I called ahead and asked if early check in at 1pm would be available because we we had an early flight and were driving from Greenville, SC and wanted to shower and change. The front desk agent said that the rooms would be available. My group and I arrived and the rooms were not ready...no big deal, so we went to have lunch and drinks at Old Mecklenberg Brewery for about two hours. We came back to the hotel at around 3:15pm and the rooms were not ready. At this point, this unacceptable as my reservation specifically states that the rooms would be ready by 3pm. We had to leave because we had tickets to an event and could not wait any longer. We came back to the hotel close to midnight and we just wanted to go in our rooms, shower and sleep before our early morning flight the next day. When we got into our rooms, they wreaked of cigarette smoke and I specifically reserved two non smoking rooms. I made a complaint to the front desk agent (Marilyn) and she told me that I would be taken care of during checkout. The following morning, Marilyn the front desk agent told me that because of my bad experience she was going to refund me one room. I was appreciative of her for trying to make it right. Days later I contacted Extended Stay because I see that they still charged me for two rooms when they told me otherwise. I EVEN HAVE AN INVOICE AS PROOF THAT THEY REFUNDED ME!!! I contacted Guest Relations and they contacted the hotel directly and the general manager said she didn't authorize a refund. So in other words, the general manager basically said to me "Better luck next time!!!" I am a firm believer that mistakes happen but you have to make it right. The General Manager of this establishment made ZERO effort to do so. Long story short, all the stuff that my friend and I went through, nothing was done on the management's part. FACTS: 1) Did not get rooms at check in time 2) Room smelled like smoke when we requested non-smoking (Made a formal complaint) 3) Front desk agent offered refund and printed out an invoice (I have attached it) 4) Called Guest Relations who spoke to the GM and said nothing will be done *Including not having room ready when I called to ask for early check in and the front desk agent said yes* So to the General Manager, you are very incompetent and obviously show no compassion to your guests. How can one of your employees issue a refund and then you rescind it? Can't wait to see your response of "Sorry about your experience...we will talk to our staff blah blah blah...hope you stay with us again in the future blah blah"
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