Suburban Extended Stay Hotel Customer Service Issues

I had a distressing experience with the alleged owner of the hotel, who was disrespectful and rude when I was visiting my mother, who is in stage 4 cancer and receiving hospice care. Despite some initial issues with the room, like roaches and cleanliness problems, I mostly overlooked them. However, on the day of my departure, I faced rudeness when smoking near the entrance and was berated for it, even though I was struggling due to recent surgery and my mother's illness. The owner not only was unsympathetic but also refused to provide his name or handle the situation with compassion. Feeling discriminated against as an African American woman, I was deeply upset and felt mistreated, especially after spending almost $[redacted] during my stay. My experience at the hotel on Busbee Parkway in Kennesaw, Georgia, was extremely distressing, and I would appreciate discussing this matter with someone. My name is Kimberly Valdez, and I reside in Orange County, California. Thank you for addressing my concerns.

I have been here all night. I booked a room around 12 PM and upon arrival, I faced dirty, smoky staircases in poor condition. Room [redacted] is allocated to us, but we cannot open the door due to a red light indicating a possible dead battery in the lock. Despite trying several numbers provided, including my husband reaching out to the manager's service door and other guests dealing with their own problems, we are still stuck. We desperately need rest before a day of volunteering for hurricane relief work. As a pregnant woman, I am exhausted and eager to get some sleep. I hope the hotel addresses this issue promptly. You may reach me at [redacted] or [redacted]. I am currently waiting on the floor outside room [redacted].

My husband and I prepaid for a room at the Suburban Extended Stay Hotel on Wells Road, only to arrive and discover we were placed in a non-smoking room despite requesting a smoking room. The room is in poor condition. I tried calling the front desk three times to address the issue, but they hung up on me each time. Currently, there is no one available at the office to assist me. I urgently need a refund for the remaining nights of my stay so I can relocate to another hotel.

I made a reservation for a one-month stay two days ago. I requested a quiet room on a lower floor because my wife is soon having knee surgery and has difficulty with stairs, and there is no elevator at this location. I also asked for an early check-in and late check-out. When my wife checked in, none of these requests were noted. We were informed that without paying extra, the only available option was a second-floor room for the night and maybe moving to a lower floor room the next morning if the current guest agrees to switch. Given our situation, I believe we should have been offered an upgrade without extra charges, considering the length of our stay. We have always been happy with this hotel chain, but this experience has been stressful. I hope the management can address this inconvenience appropriately. Thank you for your attention.

I was extremely disappointed with the condition of the room and the behavior of the employees at this hotel. Late at night, a man unprofessionally banged on our door, causing distress. When my husband confronted him, the man became confrontational about a "trash policy" without properly identifying himself as a hotel staff member. Despite feeling unsafe, we stood our ground. Subsequently, police informed us we had to vacate the premises. The man later falsely claimed to be a hotel employee, refusing us a refund for the nights we were forced to leave. We are now displaced, eagerly awaiting our apartment. The lack of communication and professionalism in handling the situation was appalling. The room was filthy upon check-in, lacking basic amenities, and unsanitary conditions were evident. The entire experience was unacceptable, particularly given our medical conditions. We require a refund for the nights we were unable to stay due to the hotel's mishandling of the situation.