Extended Stay America - Phoenix - Mesa - West 1920 West Isabella Avenue, Mesa, AZ 85202

"I showed up just after midnight since my flight arrived just before midnight. The lobby was small and dark. When I walked in there was a screen behind the counter that read ‘recording in process’ and showed me standing at the counter. The woman tried to check me in but was unable to. So she got her co-worker who said their system was going through an audit and I’d have to wait till 1am for it to clear then she could check me in and give me a room. And they charged $170 for a basic queen room. Not impressive."

"Carolyn!! Most amazing HARD working individual I know. Carolyn, works the front counter, walks the property helping employees- managing all aspects of the daily needs. She is friendly, smiles even if her responsibilities are many- communicates nicely- I look forward to seeing her every time I stay here! Carolyn will ask how my husband is feeling every time and wishing us well. :)"

"Good location - absolutely terrible customer service. I originally booked a studio queen, but had a last minute addition where my dad wanted to travel with us to my son's baseball tournament. The day before we checked in, I called the hotel and requested a room with two beds. I was told by the front desk that the change had been made and I was booked for a "double room" and was "all set." When I checked in late the next night, turns out that the change was not made and they had no other available rooms with more than 1 bed. The Night Manager told me to ask in the morning, and they could get me switched into a room with two beds - no big deal. My son ended up sleeping on the floor (luckily he is young and flexible). When I woke up in the morning, I called the front desk at 8am, and explained the situation, and it turns out that I was still speaking to the night manager. He told me to call back between 11am and 2pm. So, I called back at 11:30, and Carolyn at the front desk told me that she couldn't move me rooms because I called after 11am. I told her that I was calling in the window that the night manager gave me, and she rudely told me that she was "sorry that I was given the wrong information" and that the night manager does not have any authority. I then asked if I could check out of the hotel and be refunded for the other 3 days, and she told me that I she could not check me out - guess why - because it was AFTER 11am! Needless to say, there is very little hospitality or professionalism with the hotel staff. I would not recommend staying here given the lack of trustworthiness."

"We booked a junior suite. The room smelled like bleach and cigarette smoke. It was a non smoking room. It just did not feel clean. We propped the door open with the ironing board trying to get rid of the smell which was giving us a headache. We wiped the bathroom floor around the toilet with a white wash cloth. The wash cloth was black from dirt. The cabinets were all old and chipped. There was no hairdryer. We paid $215 for one night to be in a dump. The overall experience was awful. I would never recommend this hotel."

"The manager at this site, Carolyn, is very kind and helpful. Her team of employees are amazing! Very professional, kind, helpful and always ask if we need anything. I'm very satisfied with my family's stay here. We've been here for a few months. It's a safe location."