Days Inn & Suites by Wyndham Mesa Near Phoenix

When we arrived the staff was amazing and super friendly. The first room we got immediately set off our allergies we were sneezing horribly. We pulled out the couch bed and it was filthy, covered in dog hair and the sheets and mattress cover had a large urine stain on it. My kids and I are very allergic to dogs so this made all of our allergic reactions worse. First we were offered new bedding to put on ourselves since there was no house keeping there at that time. We said no because of the urine on the mattress. The desk clerk was super nice and moved us to a different room to accommodate our family. The rest of our stay was pleasant.

Housekeeping is great, front desk was great and overall service was very pleasant and nice until I interacted with the manager, who lacks from all customer service skills. My room key wasn’t working and went to ask for it to be fixed, he asked me for an ID that was inside my room, he wanted to wake up my husband who has an important competition today and needed the sleep. I understand his justification about “security reasons” because my name was not on the reservation that I made and I paid and used my husband’s hotels app, but his unwillingness to find solutions instead of taking the easy path of becoming aggressive, is not correct for someone whose job is customer satisfaction. I also suggested him to check on the camera so he could see that I’m indeed staying here. I asked about the written policy about this topic and he again, very aggressive and disrespectful, asked me to “buy my own hotel”. I guess if I could do that, I wouldn’t be staying here. I’m not upset about him not giving me the key but about his lack of performance and for turning the situation into something it should have not escalate the way it did because of his attitude. Yes, I was able to get into my room after waking up my husband who will not perform the way he would have wanted to because I had to wake him up due to a hotel room key that didn’t work. To avoid this situations, I would recommend the hotel to ask for the names of everyone staying in the room, which we would have given you with no problem if asked for them during the reservation process or when checking in. I still have another night here and I really hope I don’t have to interact with this manager again, the rest of staff is quite nice and I will consider staying here again if it were not due to this experience that doesn’t seem to be an isolated situation, if I were the only person complaining about him, it could be me but there is more customers expressing similar concerns. Thanks, Susana Selig.