Extended Stay America - Montgomery - Carmichael Rd.

Pat at the front desk was amazing. She exudes what good customer service means. She was attentive and very warm and welcoming. She took my payment from the previous night with out any issue and when I asked for new pillows they were brought to the room right away. Despite my experience from the night before I would stay there again. The room was clean and the location is great everything is within minutes especially Maxwell airforce base which was our reason for being there.

I had a late check in and Eva is not properly trained to handle certain situations. When I checked-in the system was down. She ran my card about 4 times until it finally declined and made me feel like it was my card. I have worked in hospitality and customer service before so I know the difference between a declined card and a system error. Now I was traveling with my niece who has CP and she needed to rest and take her meds we just drove down from NY. I asked if I could pay cash as a deposit and then run my card in the morning just so my niece could get the rest she needed but she said there was no way for her to give me a room without payment. So the rest of my family that was staying there met me and my niece to keep us company while Eva contacted the point of sale company to run my card. After 30min she finally gave me rooms but still didn't receive any for of payment. My niece could had her meds 30min prior and been resting, but she lied when she said she couldn't give me a room without payment. If a system is down there should be a backup plan and all should be trained on how to handle the issue. Now the next morning Pat assisted with my payment and she is great. The sofa bed in room 104 needs to be changed. The mattress is yellow and it was difficult to take out to extend. I didn't tell the staff there because I was just too busy since I was there for my brother's commissioning officers ceremony.