Lobby

Reviews of Extended Stay America Suites Phoenix Airport

2.5 out of 5

Reviews

6.6
Rating 10 - Excellent. 268 out of 1003 reviews" "
Rating 8 - Good. 206 out of 1003 reviews" "
Rating 6 - Okay. 184 out of 1003 reviews" "
Rating 4 - Poor. 154 out of 1003 reviews" "
Rating 2 - Terrible. 191 out of 1003 reviews" "

6.8/10

Cleanliness

7.4/10

Staff & service

6.0/10

Amenities

6.4/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

8/10 Good

Aaron

Stayed 1 night in Mar 2024

2/10 Terrible

Adam

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
This property was not properly showed. It was more like a rundown apartment. The 3rd floor smelled terrible. The toilet seat was falling off. Counters were falling apart. Entire place was too nasty for me to have my family there. We found a neighboring nice hotel and booked a room. There was no staff even working the front desk when we decided to forfeit our room at 6:30pm. We left the keys on the counter and found a very nice hotel across the street. I have pictures of this hotel to follow up with. Overall a terrible situation!
Stayed 1 night in Mar 2024
Response from Hotel Management on 27 Mar 2024
Dear Adam, Thank you for sharing your experience with us. We are genuinely sorry about your disappointment with the room, lack of staff availability, and any inconvenience caused by the odor during your stay. Please know that this does not align with the standards we strive to uphold. We take your concerns seriously and will address them promptly with the appropriate team members to ensure necessary improvements are made. Your understanding and observations are greatly appreciated as we continuously work towards enhancing our property to meet our guests' needs and expectations better. We hope to welcome you back in the future for a much-improved experience that reflects our commitment to guest satisfaction.Sincerely,Hotel Management

4/10 Poor

Venkata, Troy

Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Mar 2024

4/10 Poor

Mario

Disliked: Cleanliness, staff & service, property conditions & facilities
The halls stink the rooms stink waited in the lobby over 10 mins looking around for someone to check me in but they were in a side room giggling and not paying attention
Stayed 2 nights in Mar 2024
Response from Hotel Management on 18 Mar 2024
Dear Mario, Thank you for taking the time to post your review. We deeply apologize for the subpar experience you encountered during your check-in and stay. Providing prompt and attentive service is a fundamental part of our commitment to guest satisfaction, and we regret that we fell short on this occasion. Rest assured, we're addressing the issues you've raised with our team to ensure better communication and responsiveness. Your feedback is invaluable, and we appreciate you bringing these matters to our attention. We hope to have the opportunity to welcome you back and exceed your expectations.Sincerely,Hotel Management

8/10 Good

Amado

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Comfortable
Stayed 1 night in Mar 2024
Response from Hotel Management on 17 Mar 2024
Dear Amado, Thank you for choosing Extended Stay America. We are absolutely thrilled to receive your thoughtful review and to learn you found our hotel to be so comfortable. It would be an honor to host you again when you return. Have a wonderful day, and travel safely.Sincerely,Hotel Management

2/10 Terrible

Aurora

Business traveller, Travelled with pets
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Right next to noisy highway construction and some type of canal project that has huge noisy machines running 24/7. One night a homeless person was passed out between the bushes and the backside of the building! Only dining around was a waffle house. Nothing else even in sight. Lots of large groups seemed to be coming and going every morning so very very noisy lobby and never any parking.
Stayed 1 night in Feb 2024
Response from Hotel Management on 14 Mar 2024
Dear Aurora, Thank you for your feedback regarding your concerns during your time with us. Please accept our sincere apologies for the inconvenience. We understand the importance of providing a peaceful environment for our guests and sincerely apologize for falling short in this regard. We take your concerns seriously and will look into the issues to address them effectively. Your feedback is appreciated, and we hope to provide you with a more tranquil and enjoyable stay in the future.Sincerely,Hotel Management

2/10 Terrible

Mary Ellen, Union City

Disliked: Cleanliness
Decided to stay at this hotel because it was so close to the airport. The room we stayed in very ‘used’ and the furniture was worn. The linens and towels were a light shade of grey ( funny smell) and the bathroom had mold around the shower. Didn’t feel like the room was up to par with hotel sanitary standards. Needless to say I was very disappointed.
Stayed 1 night in Mar 2024
Response from Hotel Management on 13 Mar 2024
Dear Mary Ellen, Thank you for writing a review of our hotel and mentioning our location close to the airport, which is perfect for your needs. However, we genuinely regret any frustration and inconvenience with the condition of the suite not meeting your expectations and not up to our high standards. We will look into them along with our housekeeping team for further improvement. Also, we will instruct them to re-check the rooms before delivery. Please return, and we make your next stay with us outstanding.Sincerely,Hotel Management

2/10 Terrible

Bradley

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Awful, overpriced and wreaks of smoke! Avoid this place. Staff was rude and not helpful of at all present. Place stinks like cigarettes from the 70’s. Rooms are ok but bathroom was so small could barely fit. Door almost hits commode. Terrible value and nothing around it either.
Stayed 5 nights in Feb 2024
Response from Hotel Management on 6 Mar 2024
Dear Bradley, Thank you for being our guest. We are very sorry for any stress caused to you while here. First impressions are essential; therefore, we regret that the start of your visit was not positive. We certainly understand your disappointment and the frustration you must have felt. We will take this up with the appropriate individuals to improve going forward. Our front desk team is always there to help you. Smoking is never allowed in the hotel premises. We welcome the opportunity to provide you with the exceptional stay you deserve whenever you are back in the city for your business.Sincerely,Hotel Management

2/10 Terrible

Jason

Disliked: Cleanliness, staff & service, property conditions & facilities
Horrible
Stayed 3 nights in Feb 2024
Response from Hotel Management on 4 Mar 2024
Dear Jason, Thank you for reviewing our hotel. We are sorry if we missed out on any essential opportunities to make your stay the seamless, memorable one you deserve. Please accept our sincere apologies for any issues you experienced. We hope you will consider giving us another chance to show you our devotion to delivering excellent hospitality for every guest.Sincerely,Hotel Management

2/10 Terrible

Veronica

Stayed 1 night in Mar 2024

10/10 Excellent

Aurora

Travelled with pets
Liked: Cleanliness, staff & service, property conditions & facilities
Quiet
Stayed 1 night in Feb 2024

4/10 Poor

Jeanette

Travelled with pets, Travelled with partner
Disliked: Amenities, property conditions & facilities
The refrigerator didn't work , there were No cup, plates or utensils. Kitchen gfi plug didnt work. You had to be Hercules to turn off bath faucet completely. WORST ONE I'VE EVER STAYED IN!!! THEY ALSO CHARGED $25 per dog- per night!!! What a rip off!
Stayed 2 nights in Feb 2024
Response from Hotel Management on 20 Feb 2024
Dear Jeanette, We sincerely apologize for the inconvenience you experienced during your recent stay with us. Your feedback regarding the refrigerator, kitchen amenities, and maintenance issues is concerning, and we will address these matters with urgency to ensure they are promptly resolved. Please know that kitchenette items are available upon request at our front desk, and we regret any misunderstanding regarding this matter. Regarding the pet fee, we understand your frustration and will review our policies to ensure clarity for our guests. Your feedback is invaluable, and we appreciate the opportunity to improve. We hope to regain your trust in the future with a more positive experience.Sincerely,Hotel Management

2/10 Terrible

Jessica

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024

10/10 Excellent

Doris, yuma

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Close to airport
Stayed 1 night in Jan 2024

10/10 Excellent

Alex Carlitos

Liked: Amenities, property conditions & facilities
Good
Stayed 3 nights in Jan 2024
Response from Hotel Management on 8 Feb 2024
Dear Alex, Thank you for your outstanding review! It is always gratifying to receive praise for exceeding expectations, and we are delighted you enjoyed your stay. It was our pleasure hosting you at Extended Stay America; we hope to see you again soon.Sincerely,Hotel Management

8/10 Good

Joseph

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The proximity to the airport.
Stayed 1 night in Feb 2024

2/10 Terrible

Laura

Travelled with pets, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We originally booked a stay at a sister property, however, they did not have any pet friendly rooms available and recommended this location for the same price. We arrived, and went to check in and were told that we needed to cancel the other reservation and book online for any rate that was available. After doing so, we were told we would have breakfast included, a queen bed, and kitchen suite. The bed only had 2 pillows, no silverware in the kitchenette. We went to the front desk where we were told there were no available pillows, plastic utensils and the breakfast consisted of coffee only. Subsequently, when we took our dog outside, there was broken glass all around the hotel area making it dangerous for our pet to walk. The location was not welcoming, and seemed to be in a not so nice part of town. We ultimately ended up checking out of the hotel that same evening, a few hours after arriving. I’ve called and asked to speak to a manager about the stay and concerns and have yet to hear anything back, weeks later.
Response from Hotel Management on 1 Feb 2024
Dear Laura, Please accept our apologies for any disappointment you felt during your visit. Providing a seamless stay to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we regret the various issues you described. Your insights are invaluable to us as we continuously strive to enhance our guest experience. We are wholly committed to redeeming your confidence in our hotel, and we would be grateful for the opportunity to regain your trust in our hotel.Sincerely,Hotel Management

4/10 Poor

Kathy

Business traveller
Disliked: Cleanliness, amenities
The bathroom sink is dirty and cracked. There are no dishes or utensils in the kitchen
Stayed 1 night in Jan 2024
Response from Hotel Management on 28 Jan 2024
Dear Kathy, Thank you for your feedback. We apologize that our housekeeping staff overlooked some areas in your room. This does not meet our standards; therefore, we are very disappointed that this was your experience. We are committed to making sure this does not happen again. Regarding the Kitchen dishes, thank you for bringing this to our attention. Please know our front desk is staffed around the clock and is happy to assist you while you are here. We are grateful for your patience during your time with us. Thank you once more, and we hope to see you again.Sincerely,Hotel Management

10/10 Excellent

Anthony

Stayed 1 night in Jan 2024

10/10 Excellent

Colette

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024

4/10 Poor

DivyaSanthi

Disliked: Staff & service
Stayed 1 night in Jan 2024

10/10 Excellent

Henry

Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Dec 2023

10/10 Excellent

Granado

Stayed 1 night in Dec 2023

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023

6/10 Okay

Indervir

Thank you
Stayed 1 night in Dec 2023
Response from Hotel Management on 30 Dec 2023
Dear Indervir, Thank you for selecting Extended Stay America. Reading about your experience during your stay with us brings us joy. We aim to meet and exceed our guests' expectations and are happy this was your case. Your compliments serve as the encouragement pill for the entire team. Please revisit us for another exciting stay.Sincerely,Hotel Management

10/10 Excellent

Apolinar, Houston

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

2/10 Terrible

JASON

Been waiting for 15 minutes in lobby to check in and no employees are present
Stayed 1 night in Dec 2023
Response from Hotel Management on 23 Dec 2023
Dear JASON, We regret that we couldn't give you a better impression from the moment you arrived, and we apologize that our front desk team was unavailable to help you with your check-in. This is not the standard of service we strive for, and we understand how frustrating it must have been for you. We will share your feedback with our team and work towards improving our check-in process to ensure our future guests are not similarly impacted. We hope you will allow us to redeem ourselves in the future.Sincerely,Hotel Management

10/10 Excellent

Eduardo

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay
Stayed 1 night in Dec 2023
Response from Hotel Management on 21 Dec 2023
Dear Eduardo, We're thrilled to hear that Extended Stay America was an excellent place for your stay! Your positive feedback is truly appreciated. If you have any specific comments or suggestions, feel free to share them with us. We look forward to welcoming you back for another wonderful stay in the future. Thank you for choosing Extended Stay America!Sincerely,Hotel Management

6/10 Okay

Arlina J

Business traveller, Travelled with partner
Stayed 1 night in Dec 2023

6/10 Okay

Devon

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Dec 2023

4/10 Poor

zhenqin

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Jose

Stayed 2 nights in Dec 2023

10/10 Excellent

maryjane

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023

10/10 Excellent

eric, Henderson

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Dec 2023

6/10 Okay

Leslie

Travelled with group
Disliked: Property conditions & facilities
Stayed 2 nights in Dec 2023

2/10 Terrible

Hannah

Disliked: Staff & service
Stayed 1 night in Dec 2023

10/10 Excellent

Gloria

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Good and not to bad
Stayed 1 night in Dec 2023

8/10 Good

Luis

Liked: Property conditions & facilities
👍
Stayed 1 night in Dec 2023
Response from Hotel Management on 9 Dec 2023
Dear Luis, We are pleased you enjoyed your stay at Extended Stay America. We strive to provide each guest with an exceptional visit; therefore, it is gratifying to know that we made this happen for you. We hope you will choose us again should your travels bring you back to our area.Sincerely,Hotel Management

6/10 Okay

Edward

Business traveller
Liked: Room comfort
Ok for a short stay
Ok for a quick stay
Stayed 7 nights in Nov 2023
Response from Hotel Management on 9 Dec 2023
Dear Edward, Thank you for reviewing your stay at our hotel. We hope your overall visit was pleasant. However, we regret if there were any issues that kept it from being perfect. We appreciate you choosing us, and we hope you will return soon for the exceptional experience we are known for providing.Sincerely,Hotel Management

2/10 Terrible

Susan

Business traveller, Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stay in Phoenix
Stayed 3 nights in Nov 2023
Response from Hotel Management on 6 Dec 2023
Dear Susan, Thank you for sharing your rating. We strive to offer quality service to our guests; therefore, we are disappointed if we did not meet your expectations. Please accept our apologies for any frustrations or inconveniences you may have had during your stay. We hope you will return and allow us to show you the hospitality we are known for providing.Sincerely,Hotel Management

10/10 Excellent

Gregorio

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly with a smile and quite helpful
Stayed 1 night in Dec 2023

4/10 Poor

Janet

Travelled with family
Arriving around 11:30 PM, was told they were not sure if there was a room for us. Yes, they had the reservation, but had to ‘see if we can find a room.’ REALLY??? They did, thankfully. The bed was a regular bed but felt like a sleeper sofa, in which the support bars under the mattress are quite noticeable. One thin blanket. And while you can order a dish pack to furnish the kitchen, for our overnight near the airport there was not so much as a cup for water. I did not expect upscale. But I was quite unhappy overall.
Stayed 1 night in Nov 2023
Response from Hotel Management on 24 Nov 2023
Dear Janet, Thank you for your honest review! We are very sorry you didn't have a restful night's sleep. Quality and comfort are central to what we provide our guests; therefore, we regret not meeting these expectations. Moreover, we welcome you to reach out to our front desk anytime for items you need to make your stay more comfortable; we are always here to help. We appreciate your business and hope you will come and stay with us again.Sincerely, Hotel Management

2/10 Terrible

Matt

Stayed 1 night in Nov 2023

2/10 Terrible

Ivonne

Stayed 2 nights in Nov 2023

4/10 Poor

Marie

Travelled with family
Disliked: Cleanliness, staff & service, amenities
I paid through expedia i love expedia.how ever this hotel was like a detention center.had to turn in your towels to get fresh towels...there is no breakfast the wY the picture look.you have to ask for food from over the counter.the matress was not comfy...the springs would spring. Definitely was not worth 500 for 4 nights. Find something else unless you totally need somewhere to stay
Stayed 4 nights in Nov 2023
Response from Hotel Management on 20 Nov 2023
Dear Marie, Thank you for your recent stay at our hotel. We appreciate you taking the time to post your review, as we genuinely value our guest's comments and opinions. We were sorry to read you had several issues during your stay, and we are grateful for your patience. Your feedback has been shared with our team to ensure similar issues are not made in the future. We assure you we are working hard to improve, and we would be honored to have you stay with us again.Sincerely, Hotel Management

4/10 Poor

JULIO

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
TERRIBLE EXPERIENCIA!!!
LA HABITACION TENIA UN TERRIBLE OLOR A HUMEDAD Y SUCIEDAD, LA CORTINA DEL BAÑO NO SIRVE SE RESBALA, EL TECHO DEL BAÑO CON HONGOS EN GENERAL LAS INSTALACIONES MUY DEPORABLES.. NO VUELVO A RENTAR UNA HABITACION!!!
Stayed 1 night in Nov 2023
Response from Hotel Management on 20 Nov 2023
Dear JULIO, Thank you for your feedback. We apologize that our housekeeping staff overlooked some areas in your room. We work hard to provide a clean and comfortable environment; therefore, we regret that this issue compromised your experience. We are committed to making sure this does not happen again, and we are grateful for your patience during your time with us. Thank you once more, and we hope to see you again.Sincerely, Hotel Management

10/10 Excellent

Isaiah

Stayed 1 night in Nov 2023

4/10 Poor

Christine

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Just a place to sleep.
It's close to the airport & yhe bed was clean, but that's about all I can say about this place. Overall very grimey. Complementary breakfast was packs of instant oatmeal & coffee. There's no ice maker in the entire place. Big dog barking at 5am, sounded like a German Shepard. Staff was pleasant.
Stayed 1 night in Nov 2023
Response from Hotel Management on 16 Nov 2023
Dear Christine, We love getting feedback from our guests and truly appreciate your comments. It was wonderful to read about the high points of your stay. However, we sincerely apologize for the inconvenience caused by the issues that may have affected your visit. Rest assured that we take your comments seriously and are committed to improving in these areas to ensure that all guests have an enjoyable experience. We hope to make your next stay with us outstanding in every possible way.Sincerely,Hotel Management

8/10 Good

Rich

Stayed 1 night in Nov 2023

6/10 Okay

Maria Victoria

Business traveller
Disliked: Staff & service, property conditions & facilities
There’s an opportunity to train Front desk staff proper customer service greetings vs being preoccupied with their cell phone. Didn’t help that your hit with a musty old smell odor Walking down the corridor. entering the room didn’t make it any better as the room decor was dated with dark brown rugs and curtains.. elevators were broke. Carrying luggage to the rooms was an inconvenience. I did not have a great My first impression. I’m not certain if I’ll stay at an Extended stay for business again.
Stayed 1 night in Nov 2023
Response from Hotel Management on 16 Nov 2023
Dear Maria, We are disheartened to learn of your dissatisfaction with your recent stay at our hotel. Please accept our sincerest apologies for any inconvenience caused. As a hospitality provider, we are committed to delivering exceptional service and experiences to our guests, and we deeply regret that we fell short of your expectations. Rest assured, we will be taking the necessary steps to address the issues you have raised, to prevent a recurrence, and to enhance the overall quality of our services. Your candid feedback is invaluable to us, and we are grateful for the opportunity to improve. Sincerely,Hotel Management