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Extended Stay America Suites - Charlotte - Matthews
- Hotels
- Matthews, NC
About this business
Location details
1424 Matthews-Mint Hill Rd., Matthews, NC, 28105, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Bed was shot on one side. Had a hard time adjusting the shower since it was a little off. I could have got a better breakfast at a gas station- no fruit, yogurt or anything much but a few small muffins and nasty coffee. I was not impressed and my spouse did not like feeling like he was going to fall out of bed all night due to the bed being broke and worn down where people sat on it.
Business response:
Dear Benjamin, Thank you for sharing your feedback with us. We’re sorry your experience fell short of what you had envisioned. Your observations about the accommodations and morning offerings have been noted and will be shared with the appropriate teams as part of our commitment to enhancing guest satisfaction. We appreciate your candid comment, as it helps us improve our services. We hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
Came back for a repeat visit and room was infested with roaches at check in. Told management and staff, they did nothing to help, no refund, no room change. Drexel, April, Very Unprofessional treatment. Especially all the surveys they ask us to make for them so they can look good. Do right by people. Very simple. Would not recommend this place just simply from their infestation and still selling rooms knowing they are dirty and poorly cleaned. Tami, Greg, Kim, Very Respectful!!! Thank you
Business response:
Dear Christopher, We sincerely apologize for the issues you encountered during your return visit, especially regarding the upkeep of your room and the way your concerns were handled. We regret that your stay did not meet the level of care and cleanliness we strive for. What you describe is unusual and falls short of the standard we aim to provide. Thank you for bringing this to our attention. Please know that your feedback is being taken seriously and has been shared with our management team for immediate review. On a positi... read more
The Hotel was dim and shabby. Rooms were out dated and poorly maintained. Bugs in/outside of rooms. Staff was pleasant when approached for questioning or other needs.
Business response:
Dear Daniel, Thank you for sharing your feedback following your recent stay. We are sorry to learn that the condition of the property and accommodations did not meet your expectations. Ensuring a clean and well-maintained environment is a priority, and we regret any discomfort caused by the issues you experienced. It is encouraging to know that our team was courteous and helpful during your visit. Your observations are valuable to us as we strive to improve the quality of our services. We appreciate your comments and look fo... read more
Security deposit was not returned at checkout.
Business response:
Dear Guest, Thank you for sharing your feedback. We understand your concern regarding the security deposit and sincerely appreciate your patience. Please note that while the deposit refund is initiated at checkout, it may take a few business days to reflect in your account. We recognize the importance of timely refunds and regret any confusion or inconvenience caused. We urge you to check with your bank should you need any clarification. We value your stay with us and hope to have the opportunity to provide you with a smooth... read more
The stay was fine but be warned there is a $150 "hold" which was not stated on the expedia site or in the confirmation letter emailed after i booked it. It has still not been returned 3 days after we checked out and my bank has started a dispute since the hotel allowed the hold to process. Never had a hotel do this and I won't use this hotel.again.
Business response:
Dear Della,Thank you for sharing your feedback. We understand your frustration regarding the hold on your account and sincerely apologize for any confusion or inconvenience caused. The authorization is a standard procedure for incidentals, but we regret that this was not clearly communicated at the time of booking. Usually, a refund takes a few business days, and we apologize for any delays and appreciate your patience. Your concerns regarding the refund will be addressed promptly with the appropriate team. We truly value yo... read more
This was my second stay at this location. My first stay, I asked the front desk clerk for a coffee station (for my room) as I work odd hours. Unfortunately, while they had the coffee pot, they could only supply instant coffee. So, this time around, I specifically asked for a coffee station for my room during booking. I’d hoped the advance notice combined with the specific request would’ve been plenty… No luck. For a hotel to provide a stove, fridge, microwave, etc., yet be unable to supply a coffee station for its guests is ... read more
Business response:
Dear Christopher,Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced regarding the coffee station during both of your stays. While it is disappointing to hear we fell short of meeting your specific request, your comments are invaluable in helping us identify areas for improvement. Providing a fully equipped and convenient experience is important to us, and we regret any frustration caused. Your feedback will be shared with our team to ensure better communication and service in th... read more
Staff was very rude. Changed room becuase the first room was dirty. Second room was just as bad. Also had to $150 deposit down that takes 5-7 days to refund. Do not recommend
Business response:
Dear Ashley, We sincerely apologize for the issues you encountered during your stay. We understand your frustration with both the room cleanliness concerns and the unprofessional behavior of our staff. Please know that your comments have been noted, and we are taking steps to address these areas with our team to ensure a better experience for future guests. We also regret any inconvenience caused by the deposit policy and appreciate your understanding. We are committed to improving our services and hope you will give us the ... read more
I rented a non-smoking room but for my hole stay myroom smell like someone was smoking in the bathroom, the loud music playing afterhoursno plllow an blanket fot the extra bed. My stay was horrible,
Business response:
Dear Michael,Thank you for your feedback. We sincerely apologize for the issues you encountered during your stay. Smoking is prohibited in all rooms, and we will review our cleaning protocols to ensure a fresh environment for all guests. We understand how noise can disrupt rest and appreciate your input. Additionally, we will make sure extra bedding requests are better addressed moving forward. We value your feedback and hope to provide a more pleasant experience next time.Sincerely,Hotel Management
Never again
Business response:
Dear John, Thank you for sharing your feedback. We are truly sorry to learn that your experience did not meet your expectations and for any inconvenience you encountered. We understand how important it is for your visit to be enjoyable, and we are committed to improving our services. We genuinely hope you will consider giving us another chance to provide you with a much-improved experience on your next visit.Sincerely,Hotel Management
Frequently asked questions about Extended Stay America Suites - Charlotte - Matthews
How is Extended Stay America Suites - Charlotte - Matthews rated?
Extended Stay America Suites - Charlotte - Matthews has a 3.8 star rating with 1,011 reviews.
When is Extended Stay America Suites - Charlotte - Matthews open?
Extended Stay America Suites - Charlotte - Matthews is open now. It will close tomorrow at 12:00 a.m.