Extended Stay America Suites - Ramsey - Upper Saddle River

I booked a double room for 2 people directly on their website and not through a third party like Travelocity and such. As we were stuck in heavy traffic , I looked at my email confirmation and noticed in small print to call the hotel if you can’t check in by 6pm. When I called the front desk at 5:45pm, the Extended Stay employee said it would be fine if I arrive at 10pm and that all was set. After a long day of travel and finding something to eat before the restaurants closed, we arrived around 11pm. The front desk employee took quite some time looking at her computer as if something as wrong. She then said she has to run upstairs while we wait to see if the room was available or clean. When she returned back to us, all she said was that we have noon room for you and that we were sold out. I asked her how can that be when I have an email confirmation, when I booked the reservation directly through their website, when they have my credit card on file, and when I had called the hotel to tell them I would be running late. She had no empathy, not even an apology or ounce of care. She said that there was nothing she could do and that it s normal practice for corporate to overbook. There was spotty internet connection there, so I asked to use their Wi-Fi to try to find another hotel at that late hour. She then said on top of all that has happened, that she could not let us use their Wi-Fi because we were not guests. The whole thing was terrible, from the front line person at the hotel to the corporate standard practice of overbooking their hotels and leaving confirmed guests stranded. Stay away from Extended Stay Hotels! They are horrible!!

Not the best hotel, and certainly not the worst either. The room is clean, bathroom is decent size and serviceable. Stayed for 3 weeks and the staff was friendly and pretty much everything worked without incident. Hot water in the shower can go off for hours at a time, front desk suggests you avoid busy morning hours to use it. Other than that nothing really bad and if you expect a 4 star hotel, then this won't meet your expectations. It's 2 and half stars, but worth a stay if you're not picky!

The air conditioner caught fire. The fire department sprayed the room and every single personal item. The management has refused to give any information regarding who to speak to about this, much less compensation. The general manager has refused to give any information. Corporate has refused to give any information. This is horrendous customer service.