Extended Stay America review: Refused to honor reservation and refused to refund

I booked a pre-paid reservation for dates of 1-11-22 to 2-8-22 online, I paid $1777.44 for myself and one guest. I checked in with the GM "Reggie" on 1-11-22. I was given key access to room #228. On 1-12-22 we were locked out of the room by employee Cameron, claiming the room was not paid for and tricked my guest out, to block further entry. I was not on the premises at the time, my guest contacted me, and I called the hotel and spoke with the GM Reggie. Reggie told me that he did not properly check me in and that I needed to come into the office to be checked in and until I came into the office, we could not access the room. I was 5 hours away. Upon arrival, I was met by Asst. GM "Lucy". Lucy stated she was not honoring pre-paid reservation and was not giving me a refund and refused to allow me access to the room to retrieve our belongings. I had to call for police assistance from the Gwinnett County, GA police dept. After the police arrived"Lucy" lied and stated that I was a no-show for my reservations and therefore she would not provide me with a refund. I asked the police for assistance in getting our personal property and was escorted to room #228 where I collected our belongings. I never received a refund and I reached out to Customer service at 1-877-651-2124. I spoke with several reps including a supervisor named Terry and each rep told me that they could not assist me in receiving a refund it was the Asst. Mrg. Lucy call. I want a full refund in the amount of $1777.44. Lucy also had the police issue me a criminal trespass warning.

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