Extended Stay America

My son and I Josh including are puppy came to the hotel on Nov.15, 2019. My older son Daniel paid for our stay at first for 4 nights. The first week was good except we didn't have hot water it was little warmer than luke warm temperatures. Despite this I did a review of giving them a rating of a nine ! I now take back every good rating due to the Manager Jude. However, things went down hill when I came to ask for help ! The manager of maintenance came to see if he could fix the situation. In his professional opinion it was not fixable. My request was also put off for another day so 8 days of luke warm water which is completely unacceptable ! I continued my calm attitude even though Jude was visible upset that I had the nerve to ask for a new room with hot water ! Which was a major move for us which took 4 hrs total. However, I was telling the staff that I was upset nicely and that I wanted some type of compensation . The ladies at front desk told me that only Jude the manager was the only one that could authorize that to happen. He had already left for the day so I came down the next day to talk to him. He was sitting in the back of the front desk. When Rosco lady told me that Jude was refusing to talk to me cuz he was leaving . When it came time to pay for the room again my son Daniel again paid for the room again, Amanda told me that we were paid up until the 26th of November. Then on November 26th Jude came to my room around 10:45 am knocking wanting to talk to me about check out. I told him that I had just gotten out of the bath and that I would come and talk to me. He told me he would give me 30 minutes to talk I agreed. Not 5 minutes later he was calling my room saying that I owed $161 balance which I had no idea. However, we had the money coming at 5:00pm. Jude told me that is it wasn't paid by 12pm he would be kicking us out in 2 feet of snow and bitter cold temperatures and blizzard conditions. I personally know of two other people at the hotel who owed a bill of $1000.00 who couldn't even pay in room 209 who weren't kicked out. I tried everything to reason with Jude for compensation. His response was I'am not going to compensate you, moving you was your compensation ! As I have 30 years experience in the Hospitality industry including working in 5Star hotels and resorts I have never encounter such a mean person. So I asked him over and over to make it right. Then he told me that even if we could pay he wanted us out of his hotel ! I then asked for his managers number. He refused to give me the number. So my son Josh came down to try to reason with him. He told him the same thing and refused to give my son the number. Then he told my son, we had till 12pm to leave in a blizzard and the time with a smile on his face and smirking at him ! At 11:45 am the police came to kick us out and we were trying to cooperate . We had no car so the police finally took us to the Park Meadows Mall where we were stranded with our puppy and all of our stuff. We had to get another hotel try to make arrangements for rides which never happened. I finally had to wave down security to get a ride at the light rail at 9:00pm. Then we had too leave a lot of our personal thing we couldn't carry included a big bag of dog food ! My estimate is we lost two hundred dollars as we had to leave more stuff at the light rail ! Then we had to walk 3 long blocks to get to our hotel in which my puppy was at risk of dying due to horrible weather conditions. I then got to a 7-11 to call for a cab. In my professionally opinion Jude doesn't deserve to be a Manager ! I'am asking for a total complete refund and $200 for our losses. This was the most horrible experience by a Hotel in my life ! Sincerely, Kimberly Houtz Room 401 and 311 My phone number is [protected] room #120.