Extended Stay America

I was staying at one of your extended stays with my husband and two kids for two weeks. I decided to renew my stay from April 23rd-May 23rd. So I made another reservation online. I wanted to pay early but was told I would have to pay the next morning before I went to work because that is when our old reservation would expire. I came down the next morning and paid my renewal and renewed my keys and went to work. My husbands gets off work and goes to the front desk to renew his key. The lady said you’re not on the reservation and your wife would have to put your name on the reservation. He says well I’ve been staying here for two weeks now and I’m pretty sure my name is on the reservation could you please check. She stops being lazy and looks and sees his name is on the list and renews the key. This is where things go sour. My husband asked about a incident that happened the night before about bed bugs being inside the zip up pillow case and is it a way to be discounted or put in a different room. Then she says bed bugs weren’t here before “you guys” came. And he’s like wow I’m trying to explain a situation to you that happened and is there any accommodations. She says well if you have bed bugs, you can just leave. So my husband calls me and has me on the phone to listen to the incident happening. She says you guys weren’t even supposed to renew because your wife didn’t have on a mask and had an attitude when her manager told me. But unfortunately, she had me mistaken for someone else because we weren’t even there the day and time she spoke about. We were getting a public storage and reserving a truck to move our things because we had a current housing situation at the moment and that’s why we were staying there. My husband says I’m going to speak with my wife and figure out what we’re going to do. She ends up calling me while I’m at work at 8:30am. She tells me hi I’m the manager at Extended Stay and we will not be able to renew your stay. And I’m like why? She says because what transpired between me and your husband, he called me the b word and I won’t be able to renew. But I’m like I’ve already paid my money and I’m at work right now I was on the phone with my husband the entire time and he never called you that. She says check out is at 11am. If you guys don’t leave I will have to call the police. So I said I am going to call customer relations to figure out what can be done. So I called customer relations and spoke with someone and they took all the information down, I was very emotional over the phone felt defeated in life because I already had to deal with my life obstacles and now I have to deal with racism and being mistreated just because my husband asked about bed bugs being in our pillows. Customer relations took my case. So I had to leave work in the middle of my 90 day probation. I head to the extended stay which is in lombard on technology drive. We call the police. It’s 9:30am. The police were luckily on our side and pretty much said they couldn’t evict us if we paid our money. So we tried to go back up to our room and the keys no longer worked. We had to call the police back to fix the issue. So we got working keys. But after that we just decided to get our things because we clearly were not welcomed for whatever reason she had against us. We grabbed all our stuff and came to the front desk for my refund. But the money wouldn’t be on my card until 5-7 business days. How am I going to get another room somewhere else? So we literally had no place to go me, my husband, and our two kids. That was by far the worst experience I ever had. My husband asked the lady you told my wife I called you the b word and when did this happen? She says my coworker said you called me that and I didn't hear you personally. So I say and you told my husband the reason we couldn’t stay was because I didn’t have on a mask and somebody told me to put one on but I had an attitude. I said ma’am that isn’t even my persona. The date and time you are referring to we were not here. We were getting a moving truck and storage cause we are having a living situation right now. So I’m pretty sure you have me confused. Then she says this must have all been an misunderstanding. So we left, but now we had to lug all our things around with no place to stay and the feeling of being mistreated and someone getting away with it. The whole experience was terrible even with customer relations. I will have to file a civil matter and go further with my case if we can’t be further compensated besides a refund and inconvenienced over a misunderstanding. I have all recordings of the bed bugs crawling in the pillow case cover that zips. I have video footage of the front desk lady becoming irate then changing her story after the police shows up. I will take this to social media and make sure we are compensated correctly if nothing can be done mutually.

Highly unprofessional and unethical behavior by the manager last year- David Trinidad at the location of 2701 Technology Drive, Lombard, IL- 60148. He filed false charges against my brother, when he was not at fault . He also called the police and lodged complaint against him. This is highly disrespectful for a guest who has stayed in Extended stay for over a year.
I want the manager to withdraw this case ASAP.
Please email me: [protected]@hotmail.com