Extended Stay America Suites Phoenix Scottsdale Old Town

It was clean and very the staff was courteous Nothing

The toilet had a large gaping hole in it

Staff was excellent. Property was worn down to the point it was disgusting. Not the fault of the staff. They can only do so much when the infrastructure is not maintained

The first impression of the room was good. The bed was comfortable. I had everything I needed, though I didn't use the TV or the cooker and they didn't put utensils or crockery/cutlery in the rooms. There were enough towels provided for my stay and I was happily given extra soap and tissue at the lobby. It was also nice that there was breakfast available though I never had the time to try it out. The shower worked well. The property does not respond to messages sent via the booking.com app. The drainage in both sinks was bad - this was a tough one for me. Also bad were one of the main light switches and the phone. I couldn't call the lobby - had to walk over each time. Also, I couldn't be entirely comfortable once I realised someone entered my room while I was out. My complaint online was ignored. I then complained in person and the staff was dismissive about it. They should have notified me if they needed someone to work in my room. Or apologised once they didn't. Twice my card keys stopped working and I had to go to lobby to fix it, carrying all my stuff back and forth. They said it was because the keys had been beside my phone. They had not. They were not taking responsibility but rather blaming the guest. That didn't encourage feedback. Finally, the air conditioning worked but inconsistently. Sometimes it would be cool and sometimes the room would get hot. Someone dropped a bag of litter/waste in front of my room and it was left there for the whole day - no one cleaned or tidied up that corridor. Yet they entered my room, with no excuses, that same day.

The STAFF WHERE EXCELLENT NO COMPLAINTS Every tbing

Tha people who work there are so nice .. very helpful .. I will be back The pool was amazing in the 112° weather

Staff was amazing, but the rooms were beyond rundown. I’ve stayed here many times and it just keeps getting worse. Staff works so hard to try to keep up with everyone’s demands but remodeling is way over due.

Room infested with roaches. Not just a couple…..lots. And beware when you turn the lights on in the morning!! Disgusting. According to the “permanent” guest, it’s “just the norm”. No thank you! I fled as quickly as roaches in light.

Exceptional

Best value per dollar of any hotel in the Phoenix area

A good stay for multiple nights. The room was clean. As were the bedsheets and towels. The full-size refrigerator is great. Especially if you need a freezer. The staff was friendly and helpful with any issues.

N/A

Ease of check in. N/A

Nice property

The staff at this hotel is wonderful.

Everything was smooth and uneventful.

Some of the other guests seem to think it is acceptable and/or unproblematic to gather all of the trash from their room, put it in a bag, and set it in the hallway outside their door. It isn't the hotel's fault. This place isn't in the price range that it can hire a 24/7 door-by-door trash bag collector. Stop putting your trash in the hallway, people! And stop standing up when the plane lands!

Lonnie deserves a shot out. Great, great customer service. Some of the other guests seem to think it is acceptable and/or unproblematic to gather all of the trash from their room, put it in a bag, and set it in the hallway outside their door. It isn't the hotel's fault. This place isn't in the price range that it can hire a 24/7 door-by-door trash bag collector. Stop putting your trash in the hallway, people! And stop standing up when the plane lands!

Checked in and my TV wouldn't turn on. As I left to go pick up a pizza from 2 miles away, I called the front desk to tell them about the TV. By the time I got back, which couldn't have been more than 12 minutes, the TV in my room had already been replaced and worked. And there is no on-site a/v tech or anything. The front desk staff is pretty much it. Once again, the staff at this place has outclassed my expectations of them.

Nothing Everything