James
October 14, 2025
On October 8, 2025 we checked in for our stay at the Extended Stay in Pleasanton, CA with a reservation for two rooms. Upon arrival, the desk agent was only knowledgeable and willing to check in one of our rooms. When I returned to the desk with a copy of my ******* reservation in hand explaining that we had a second room, there was another younger guy working who apologized and checked in our second room. He explained that both rooms couldn't be on the same floor, although we had previously asked this and again at arrival, which we were ensured wasn't an issue. Keeping in mind we are traveling with 6 people, one of which is my mother in law, for the purpose of her husband's funeral, she was offered a different room type and we were told that the difference of the cost for the lesser room would be refunded the next day, but would place us on the same hallway. Next we went up to our rooms and found that the double queen room keys would not operate the lock and the handle appeared broken. After several attempts to enter our room, we went back to the desk where the desk agent came up and let us in. The keys were reprogrammed and we went to dinner. We did find the hallways to smell of cigarette smoke and the next morning my mother in law to have an asthma attack and me to have a migraine due to the overwhelming smell overflowing into our rooms.
Without feeling we could continue our stay through Monday at the property, we came downstairs and informed the desk agent.
