Extended Stay America

To whom this may concern,

My name is andrew gomez, I am a longtime customer/fan of the extended stay hotels & their beautiful, comforting, feel like your home setup/amenities which is why during this time of hardship for me, my wife & our children, we decided to stay @ the extended stay seeing that it offers weekly & monthly rates. Upon my arrival at the extended stay located @ 3318 california ave. Bakersfield, ca.93304, (in which I booked online ahead of time) I not only waited outside the lobby office trying to call & knock for 30mins. (I respect the locked doors after hours for the safety of the employees) I patiently waited until the young lady mireya r. (employee working graveyard shift) finally answered the phone very rudely telling me there's no rooms, I explained I reserved online, so she allowed me to enter the office where she said she does have a room, & told me I needed a deposit if I pay cash I told her that's fine, she then said you will have to check out at 11am, (which btw at this time of check-in it was 2am) I told her I would pay for additional nights then so I wouldn't have to check out so early, she then told me I had to rebook online as if she couldn't do it right there while we were at the computer, when I have had no problem doing so in the past (during this whole interaction, she is having attitude, making me feel as if I was a burden & she had better things to do then to assist someone like me, who she was sure wasn't able to pay for the room or deposit, because I am not good enough to book & stay at this location) so I told her okay ill book it online & she said "well its too late for all that, you should have already booked it for the 2nights, so your gonna have to check-out in the am and rebook it online." she had such attitude & made me feel so belittled & as if my service was not good enough & moral to this story is, this is the same disgusting/rude behavior I have seen more then once with this location, last time this happened with another young lady (during the morning/day shift), I asked to speak with her supervisor/shift manager, who came out of the office where she was listening to the whole thing as it happened, (btw I never got attitude & it wasn't even a disagreement, she was just acting as if I was a burden) & she said I am the manager, & before we could even begin to resolve the matter, she made me feel even more like im not wanted there & asked me to pack my things & leave, & this was all because when check-out came I wanted to stay another night, so I was gonna pay cash which then needed a deposit because I had paid with my debit card for the 2 previous nights, but needed to add more funds to my card & it was more timely convenient for them if I paid cash, so I said I would pay cash & then the superior said I just needed to check - out, she didn't give me a specific reason, she just said I needed to leave& said if I decided to pay cash with the $100 deposit, I wouldnt get my deposit back @ check-out, I would have to wait for them to mail me my deposit to the address on my id, which I know is not true because I have stayed here numerous times in the past, I seen she was gonna make my stay a living nightmare because she didnt want me here for whatever reasons, so my family & I left. After last night's incident, it is clear to me that it wasn't just they day shift that acts like that, its every shift @ that location. The manager/supervisor is encouraging this type of disgusting behavior, they only rent to who they want to, & they make this location look so bad! I have never been so humiliated & belittled by a group of staff anywhere let alone at a hotel. It really disappoints me that extended stay america would provide such substandard customer service I so badly want to stay at the extended stay with my family during this hardship we are facing, & instead of this place bringing some relief to my situation, & welcoming us inn, they have added stress & also us having to sleep in our car on numerous occasions. I should have sent this complaint the first time this happened, maybe it would have been handled, but I didn't, so I am now sending this complaint & I really home I can eventually book at this location in the future. This is something that needs immediate attention, because I know I can not be the only one that has been discriminated against, I am confident that this matter will be resolved in a timely manner, & no legal action will be taken in the future if this happens to the wrong customer. Thank you in advance for allowing me the opportunity to share my concerns & I will exit this email the same way I entered, with respect.

Sincerely,
Andrew gomez