Suburban Extended Stay Hotel reviews and complaints

My boyfriend reserved this room at this hotel we've been here a total of about 5 months. We initially were paying almost $400 a week. Of course that's allot of money so lately we've been paying for a couple days and paying by the night. They only fully clean the room on Mondays other than that they don't do anything, there's been a dead big on my shower curtain since we got in this room and it's still here today 6/12. I bought my own cleaning supplies to clean myself. Bought my own sheets and comforter to not have to worry about them doing anything to the bed. On 6/9 my card was charged without my permission for $106.25. I called and the lady at the front told me she can do what she wants if we owe money. Of course I have a sister in law who works at the Marriott and I know this isn't true. So they called my room asking for payment saying we owe for the night. I told them to call my boyfriend. My account was already overdrafted from $106 that was taken out. They called back saying I needed to pay in an hour or they were going to call the police to remove me. So I said charge my card like you all did before. It was thundering and raining and I have 2 kids a 10 month old and a 3yo. I told them I wasn't coming in the rain. I asked them to wait until my boyfriend got off. Next thing I know they charged my card again without my permission. And also stated it would be our last night here at the hotel. They were extremely unprofessional and invasive when it comes to my money/card using it at their leisure.

I am writing to express my extreme dissatisfaction with the customer service I received from Suburban extended Stay, Duluth GA, hotel GA59. I am a United States disabled veteran discharged honorably with injuries sustained while serving. As a Diamond member under the Hyatt and a platinum member at Marriott chain who frequents hotels for business use while traveling, I am accustomed to dealing with hotels and the customary related issues as it pertains to extended stay in any hotel. I chose the Choice brand that particular time looking for greater savings and value in my stay. Also upon my need, it was conveniently located on the next corner. Upon arrival all appeared to be fine, however I was completely shocked at the nonoperational innate malfunction existing in just about every "amenity" in addition to the lack of integrity from hotel management extended to me while present there for about 3 weeks. As a veteran who was discharged paralyzed from the waist down it is not unusual for me to have to go to the hospital. I had to leave the hotel to deal with unexpected issues, unexpectedly. Once the hotel learned that I would not be returning due to an unforeseen occurrence, the hotel management would not cooperate with me and staff even verbally threatened to sell my clothing. Additionally, although they were called and notified that I would not be returning shortly as my phone records show, they continued to charge me for the room daily for another week and they refused to return my property; even locking the room and not letting anyone in with a key while I was being charged!

During much of my stay the Internet and computer on site was often not functional, none of the fitness equipment was operational, much of the laundry equipment sporadically did not work, the snack machine stole money, the common use areas had distinct foul odor, and the staff was disrespectful; all self admittedly living on property and running the hotel as such. A few even attempted to charge cash for soap after being there a full week and not obtaining additional toiletries! My room was not cleaned once even though often charged the full daily rate as though I was not there for weeks. Every day the rate changed according to who was at the desk, there was no consistency in anything.. Even the Police were at the hotel daily, I even once saw what appeared to be a guest being removed for drug use and/or trafficking which seemed to occur often in the lobby, in front of and on the first floor of the hotel.

I find the totality of behaviors quite offensive and unprofessional. I chose the hotel due to the savings received as compared to other chains that I am familiar with and upon initial inspection the property was great in that it appeared clean and safe. However after staying it was very disappointing primarily due to the staff and customer service. I understand that at any property at times things malfunction but not usually to this degree and so pervaded consistently. Due to the difficulties I have in mobilizing at times I tried to make it work. Yet this last event of keeping my property and charging me to obtain it is completely intolerable. At Choice 1-800 customer service I was told there is a record that this amount has been refunded onto my card during my absence, yet there is no record on my bank statements of such occurrence and the hotel still to date continues to hold my property.

I and friends have reached out to management there at all levels including General management Vicki Roberts to no avail and am reaching out here as a last resort before I pursue legal action and media attention. Please advise as to any assistance if so you may be able to give. I am sure a hotel chain as profitable and as large as the Choice brand does not tolerate such unprofessionalism and I am looking for your support in this matter as possible as indication of such. Additionally it is hard to believe these behaviors are prevalent worldwide in a brand as successful as Choice hotels and if you would allow, I would like to feel that I am a valued customer and not just another body at Choice hotels and further continue to support Choice hotels as I can in my travels for my business and personal needs . Thank you for your time and assistance in this matter.