Extended Stay America Suites - Philadelphia - Cherry Hill

Thanks for the hospitality

NOTHING!!!

Bugs bugs bugs bugs bugs bugs bugs bugs Horrible front desk, door don’t open might get stuck a lobby entrance even with a key..

Convenient, affordablem friends staff

Perfect!

Nothing.

People were AWESOME.

I made a seven night reservation online for my wife and I and my service dog Roxy. I am a 65-year-old retired white male. I came to the area from Georgia for an eye operation. When I showed up around 3:30 in the afternoon, May 13 at the Cherry Hill, New Jersey location I was being helped by a very nice young man at the counter. He asked me if I had proof for my "service dog"? I smile and said "yes of course" …..I was immediately interrupted by the man standing next to him. He informed me he was the general manager, his name was Christian. He proceeded to raise his voice aggressively in telling me that my dog is not a "psychiatric service dog"! He stated "sir, your dog is an emotional support animal, she is not a service dog." " it will be an additional $30 per night Charge for your dog". When I calmly tried to explain and ask why did his coworker ask for my proof? He snapped at me again and demanded I make a decision immediately. "Sir, are you going to pay the $30 for your dog or not?" With complete disbelief and not wanting to argue. I responded "yes I need the room. I have eye surgery in two days"..( I figured I'll bring up the proof of my service animal with corporate later on.)…The original young. man helping me proceeded to finish my reservation.. At that moment I turned to the general manager and said "you have terrible customer service skills and a terrible attitude " …..his reply was shocking, he replied in a loud somewhat hyperbolic or unhinged way. "I can cancel your reservation!… Do you understand me? I can cancel your reservation"!… My response again, quite calmly, I said "Mr. general manager is your skin so thin that you can't accept a little criticism"? He responded by yelling at the young man, helping me, ….."that's it, he's canceled, cancel his reservation, you are no longer staying here". when I responded by saying "you can't cancel my reservation I made it online. I need this hotel room. I have an eye operation in two days" ….he proceeded to tell me "I don't care, you're canceled ….if you don't leave …..I’m gonna call the Cherry Hill Police Department. Do you understand me"? " leave the premises" …..I reached through the counter, shook the hand of the young man helping me and thanked him. I did Not say another word, I left and called corporate to explain this horrendous experience. When I called corporate, l spoke with Elizabeth and explained the whole situation…… She called the general manager Christian while I was on hold to try to resolve the matter. She came back on the phone to explain did he say "no" but, that she could make me a reservation at the other Extended Stay of America hotel location in Mount Laurel, New Jersey…... In the meantime, she explained that she had documented everything l said and that it would be reviewed by management and the district manager would be following up with me within the next 48 hours. I thanked her and said yes please, I still need a room for the next seven nights…She made the reservation for the Mount Laurel location. We then drove to the Mount Laurel location. When l arrived and walked into the lobby, I was greeted by a very friendly and happy young lady at the counter. I told her I had a reservation and gave her my drivers license. As she pulled up my reservation, she kind of froze. She then stopped smiling and abruptly asked me if l had a problem at another location? I smile and said the general manager at the Cherry Hill location, was having a bad day and canceled my reservation. She then explain to me, that l had been canceled throughout the entire system. She cannot help me …..there's no way to go around the block that was placed on my reservation. She stated I'd have to call corporate for them to unblock it. I'm now thinking to myself, "what the heck is this world coming to" I went back out to my car and called corporate again. …..I got a different person. She explained that she saw the notes for when l had called 30 minutes earlier,….., but there was nothing she could do. I would just have to wait until the next 48 hours to hear from the district manager. And, ……I would just have to find another hotel room somewhere else. I didn’t ask to speak with the supervisor? She said sure, but he’ll just tell you the same thing. I waited to speak with supervisor Matt, and yes, he told me the same thing. Nothing he could do ….I had to wait for the district manager….. I called three other places, but nobody had seven nights in a row available. I eventually found another hotel that was twice the cost and did not have a suite available? I'm writing this on May 19……, and guess what, I never did hear from the "district manager" in fact, I have not heard from anybody regarding this "discriminatory behavior" from their general manager. I decided to reach out to a "discrimination attorney" in the Cherry Hill area today. I'm waiting for a follow up Call from the attorney outlining my options. ……Tomorrow, I will file a complaint with the Better Business Bureau as well as contacted the “New Jersey. consumer affairs" department to lodge a complaint regarding this despicable experience.

Might need some upgrades