Extended Stay America Suites - Phoenix - Airport - Tempe

Quiet, efficient staff, easy parking

Dear Sir/Madam, I am writing to formally complain about the substandard service and facilities I encountered during my recent stay at the Extended Stay America location in Tempe, Arizona (2165 W 15th St, Tempe, AZ 85281) from [05-22-24] to [05-23-24]. Despite my attempts to address these issues with the general manager, Robert, I received an unsatisfactory response, prompting me to escalate the matter to corporate management. Upon arrival, I was assigned a room with a broken shower, which necessitated an immediate change. The subsequent room had a cracked foundation in the tub, resulting in constant floor leaks. This not only created an unsafe environment but also made my stay extremely uncomfortable. Moreover, despite being promised hot coffee in the morning as part of my booking amenities, none was available. Additionally, the pool was out of service for the entirety of my stay, which was particularly disappointing as I had come to Arizona to enjoy the warm weather and relax by the pool, a rare opportunity for me as a Wisconsin resident. When I raised these concerns with the general manager, Robert, I was told that my issues were considered minor and did not warrant an apology or any form of acknowledgment. This dismissive attitude is unacceptable and unprofessional. Every guest's concerns should be treated with respect and seriousness, regardless of their nature. The combination of these issues significantly detracted from my overall experience and essentially ruined m

Looks nothing like the pictures! Not clean! Cockroach bait everywhere! Outdated! Pool closed in AZ heat and breakfast is a muffin and coffee!

Glad I didn’t want to swim, it had been closed by the health department. There was no word that they were in a middle of upgrading units, so boxes were all through the lobby. The breakfast was lucky to last midway through the breakfast period.

what i did not like is that all parking spots are far from the entrance and only are able to get in the building though front or pool

This is old and run down No vending machines nothing!

I didnt like the loud music at the pool. The eating and drinking by the pool wasnt a good idea.

We had no ice in our room. They had no ice machines on property. The was not even a quarter roll of toilet paper on the holder and only one extra roll. We had shower towels only no hand wash towels. No amenities in kitchen like paper products. We didn’t know to buy them

The lady who checked us in was so rude! Our refrigerator was so noisy and made it hard to sleep. Treadmill in the gym did not work. There was a broken drawer in the bathroom.

Pool is clean and rooms are nice

The room was dirty and had a bad smell. Hallways needed vacuuming.

floors were dirty and bathroom was not clean

Terrible place. Breakfast is coffee and a muffin. Roaches in the bathroom, no plates, silverware or sheets blankets unless asked for. Shady characters hanging around the parking lot. Rude staff as well. Def not worth the money.

Horrible! My son got bit on his legs and arms with what looks like bed bites!

That room was horrible and very outdated! Seen a few baby german roaches,so I slept with the lights on.

Checked into the hotel, front desk was awesome but got into the room and the room was filthy. A/C unit was broken and had loose pieces under it. Couch was ripped and stains on all the bedding for the room! Fridge had dents all over it!

I faced bad smell in the room. Carpets and bed are not in good condition

Place was very dirty. There was a terrible smell. I woke up in the middle of the night to go to the restroom and there were coackroaches in the bathroom!

Roaches everywhere inside the room

The property is okay overall. The room we got was spacious with a kitchenette, microwave and electric stove. The sofa bed was very dirty, when we pulled out the bed it had residues of some type and what it seemed to be pubic hairs (disgusting). I had to clean it my self without vomiting. I will not be staying here again.

Rooms need some renovations.

The hotel room was small and the air conditioning vent was only in the living room (of a 1 bedroom suite) and not in the bedroom. The carpet was not clean and overall the facility looked run down. It did not look like advertised.

Low budget hotel with very outdated rooms. Checking in after midnight was a hassle because there was no one at the front desk and despite us calling the front desk like it said on the door, no one answered. Another guest ended up letting us jn the property snd then we found someone to check us in. Pots/pans/dishes look very very old like they need to be replaced. I would not stay here again. Spend more money and stay someplace nicer.

Room was dirty, hallways, doors. Very outdated

Very run down. Bathroom floor was peeling. Water in shower never really got hot.

The hotel was very nosy heard people talking, doors slamming, people walking above us. Did not sleep at all. Very disappointing.

Definitrly a two-star hotel. Drove up to day laborers laying in the parking lot after their shift. Rooms were small, particularly the bathroom. 70's decor at best. Bed comfortable but a small queen. No coffee maker in room- you had to ask for it, along with utensils, cups, etc. Someone even removed the hair dryer from the wall outlet. Only one trash can. They clearly took advantage of the Final Four and other events when pricing this barely adequate site. Skip it and pay $50 more to be in a safer area with an updated room.

I started out being disappointed that when we got to our room it was a studio room. All the rooms on the site showed they had a wall dividing the bedroon from the living room( I attached a screenshot). The carpeting had large stains. The kitchen peninsula was not attached to the wall or the cabinet and was very wobbly. The bed felt very worn out and saggy. The paint peeling off the bathroom door and was very hard to open or close. The hallway smelling like burnt something.

Rooms need updating. Carpet in room and hallways in poor condition. Bathroom with very poor lighting and old surfaces. Same with kitchen. Bed comfortable. Pool area, grounds, and lobby nicely maintained.

There was no TV use due no signal. No offer to hotel free internet access.

I have to say our checkin was the best. Lexi checked me in she was very nice and informative.

The staff was amazing and very helpful. The hotel itself could use a little updating. There were small holes in the curtains and the pillows were paper thin. The breakfast is just a small muffin and low caffeine coffee, not many options.

Low budget hotel with very outdated rooms. Checking in after midnight was a hassle because there was no one at the front desk and despite us calling the front desk like it said on the door, no one answered. Another guest ended up letting us jn the property snd then we found someone to check us in. Pots/pans/dishes look very very old like they need to be replaced. I would not stay here again. Spend more money and stay someplace nicer.

The manager Cynthia and her staff adressed all my issues and cleared the up. There was the noise from the room above mine the adressed as much as possible. The floors should be padded or carpet as much as possible.

The staff were incredibly rude. Check in took forever once they finally come to the desk, waited for twenty minutes. I would have canceled amd found another place if i could have.

The staff was amazing, property was quiet and clean

Our flight got delayed and we arrived after midnight only to find out that they didn’t hold the reservation we made with our credit card. I figured they would just charge my card if we didn’t cancel, but instead they gave our room away. The woman running the front desk didn’t seem to care much and was fine sending our family of 5 out on the street to try and find another room around 1:00am. She said they had 3 rooms left but wanted to gouge me for them claiming it would be an early check in despite me saying we would be out by 9:00am. And she was extremely rude about it to make matters worse. Fortunately we found a Hampton Inn around the corner that had 1 room left and the person running the front desk was far more compassionate to our situation and we were able to stay there. I would not recommend this place to anyone after that experience.

All the front desk people and managers are very helpful and attentive

When we arrived the lady at the front desk was rude and unhelpful. After getting to our room we noticed that there were no linens for the pull out bed and requested some. She very gruffly told us they were in the wash. About 2 hours later as we were going out for the event that we were there for and i let the front desk know we would be out to an event till late and to please put the linens in the room when they had a chance. Got back to the room at 1am to find no linens and called the front desk. No answer. Called the after hours extension. Didn't even ring through. So we called the front desk again and still no answer. Someone had to go down to the car to get something and on their way back in finally found someone at the front desk and asked for the linens again. The person at the front desk was grumpy and rude as if it was an inconvenience to fulfill such a request. Needless to say we will not be staying at another extended stay any time soon.

The staff is very professional and helpful. Everyone has a positive attitude and work hard to maintain the property.

Location was fine. Hotel seemed old and smelled funny.

The staff were great. The room was clean. There really aren't food options in walking distance. But I was comfortable and enjoyed my stay

Close to airport

It is a good room to stay in for the night. Kind of a little bit hidden on a side street but one of the better ones i stayed at before.

It was very hard to and felt unsafe

Definitrly a two-star hotel. Drove up to day laborers laying in the parking lot after their shift. Rooms were small, particularly the bathroom. 70's decor at best. Bed comfortable but a small queen. No coffee maker in room- you had to ask for it, along with utensils, cups, etc. Someone even removed the hair dryer from the wall outlet. Only one trash can. They clearly took advantage of the Final Four and other events when pricing this barely adequate site. Skip it and pay $50 more to be in a safer area with an updated room.

Quiet area

I dont know that I found anything really positive about this property. Im not picky,we have stayed in a lot of hotels and motels. The lady at the fromt desk was not friendly at all. There was people loitering in front of the property when we were trying to check-in. The elevator smelled strongly of weed. The room was not the cleanest. The carpet was dirty,it had stains and what i hope was gum(?)on the floor. There was no toiletries in the room at all. No hand soap shampoo or conditioner,nothing. The pool was closed with no reason given. It was lit up and looked clean,my daughter was so sad after being on the road for 6 hours she was looking forward to swimming. I would not stay here again no matter how affordable it may be compared to othe properties in the area. I paid 169 and dont feel like i got my moneys worth

Staff were great and friendly. Site was conveniently close to the freeway. It was quite noisy though.

Insecure

Rooms were old with drawers that were either completely broken or did not work. They need a major upgrade with chipped paint all over. The 'breakfast included" was only granola bars as they said vendor had not delivered other items in a while. False advertising at it's best. People working there tried their best to help when possible.

Terrible place. Breakfast is coffee and a muffin. Roaches in the bathroom, no plates, silverware or sheets blankets unless asked for. Shady characters hanging around the parking lot. Rude staff as well. Def not worth the money.

Looks nothing like the pictures! Not clean! Cockroach bait everywhere! Outdated! Pool closed in AZ heat and breakfast is a muffin and coffee!

The hotel it’s ok for the price! but they should not mention free breakfast for guests because they don’t have that. The only thing they have is coffee and small size English muffins but not free breakfast as they offer when you book them. Than you!

Glad I didn’t want to swim, it had been closed by the health department. There was no word that they were in a middle of upgrading units, so boxes were all through the lobby. The breakfast was lucky to last midway through the breakfast period.

The room was ok and it was clean considering it was an older building. My complaint is that it was listed as having a breakfast, which was important as we were traveling with three children. The so-called breakfast consisted of muffins and granola bars which we had to ask for behind the front desk. No juices and the coffee was out by the time I got down to the lobby at 7:30a. Also, it sounded like the people above us were bowling until 11p or so. We were very unhappy with our stay and will never go back!

The breakfast was lack luster. The coffee was weak. You had a choice of two prepackaged muffins. And two granola bars. They also had quaker brand oatmeal packs. This should not be called a free breakfast but should be called a snack. We felt like we were mislead. Other than that the room was cleanish. There was a burn stain on the table. Won’t stay there again.

The water had a weird smel. Kept found random hairs, the "breakfast" was a disappointment.

Not much for grab and go breakfast. Would be nice to have more.

Good clean extended stay facility. Friendly Staff. Love the muffins and coffee in the morning.