美國 - 薩克拉門託 - 羅斯維爾長住飯店

I’m writing to express my deep disappointment following a recent experience at your Sacramento Roseville location. I had a reservation for May 16th and 17th, as we were in town for my son’s tennis tournament. We arrived around 9:15 PM on May 16th, but I had forgotten my physical driver’s license. I presented both a digital version via the DMV-authorized app and a soft copy of my license, but your front desk staff refused to check us in. Despite explaining our situation, no effort was made to help. We had driven over 200 miles, and out of desperation, we even visited the Roseville Police Station seeking assistance. Ultimately, we had no choice but to drive back home another 200 miles just to retrieve the physical ID. My 11-year-old son had to spend the night in the car during this exhausting and distressing ordeal. The next day, I visited several nearby hotels, all of which confirmed they would have accepted digital or soft copy IDs under similar circumstances. This raised concerns about whether this strict policy is specific to Extended Stay America or simply poor judgment at your front desk. I understand the importance of ID verification, but this situation called for basic empathy and discretion. We were not a security threat—we were a family in need. I ask that your leadership team review this case and clarify if this aligns with your values and policies.

It was a complete joke .. said breakfast and wasn’t nothing at all I asked if would be got breakfast and they said yes