Extended Stay America

We stayed at Extended Stay America in Salt Lake City "Sugar House". It was around 10pm when we arrived after an 8 hour drive, very tired and restless. Upon entering our room, there was a very unpleasant smell accompanied by dirty sheets so I called the front desk to complain and request for a new room. The lady whom I spoke with, stated that they were sold out so there would be no way to switch rooms. Now regarding the sheets, she said I had to pick it up from the front. Because it was so late, I agreed but did not pick up the sheets until the next day.
We decided to check in for one more night. I went to the front desk to inform them. The lady mentioned I had to check out then check back in, during the process, my total came out to a different amount. I told the lady as long as my total remains the same from when I booked, I will continue my stay. (I booked with booking.com which I mentioned, so I can reserve my room from them if that makes it easier. Lady said no it's ok I can fix it). So she did but after looking at the charges later, the fees did not make sense nor did it match the receipt from the previous night however, it was the right total with a few dollars off.

*** CHECKED OUT *** Days after we checked out, there was an outstanding charge in our account. Come to find out, it was the room smelled like smoke but later they stated it smelled. The smell on a person's clothes after they smoke can be protenant lingering on almost every fabric. We did not smoke in that room. No evidence of anything i.e ashes when I asked but they seem to be very adamant about a smell assuming it was smoking. Even after I complained about a smell in that room, I was still "fined a fee" and still am fighting for my refund! Moreover, to have this charge become a legitimate fee, all explanations need to address even "SMELLS will require a fee". This is terrible, I also indicate some kind of stereotyping and judgment played a huge part in this situation.

I will take this to court so I hope this is a speedy process.