Extended Stay Deluxe Charlotte Pineville

I have been staying at this Extended Stay location for almost six months through a military placement. I am a U.S. Navy veteran currently in between permanent housing and actively searching for a home, which is why long-term stability was important to me. Prior to arriving, I toured two other Extended Stay locations in the Charlotte area but did not stay at them due to concerning activity, including apparent drug activity and aggressive dogs. I was advised by Kim, the manager, whom I spoke with before arriving, that this property was a “Premier” location and did not have those issues, which influenced my decision. Overall, my experience has been mixed. About one month after my arrival, I received a guest survey that I believe was sent to me in error. I completed the survey honestly. After the survey, communication and engagement from management noticeably changed. Shortly afterward, my brother passed away. Diana, a front desk staff member, was consistently kind and compassionate, checking on me and showing genuine concern, which I appreciated. Management did not offer condolences or acknowledge my loss. After my brother’s passing, a $23 WiFi charge was mistakenly ordered by a visiting family member. I immediately stated that I would pay the charge after Kim contacted me about it. Following this, staff began calling regarding the balance. Before I was able to work to cover it, I was hospitalized and unable to DoorDash. While I was hospitalized, my doctors contacted the property and advised that the air vents needed to be cleaned before I could safely return, as they were extremely dirty. When I returned, I did observe that the vents had been cleaned, which I appreciate. After my hospital discharge this past Thursday, Kim had Diana call me regarding the WiFi balance. While I was explaining the sequence of events — my brother’s death, the WiFi error, and my hospitalization — Kim joined the call and focused solely on payment, with no acknowledgment of my recent hospitalization or loss. That phone call was extremely distressing. I want to be clear that several front desk staff members, including Diana, have shown professionalism and compassion. The concern is at the management level, where empathy and communication were lacking during a very difficult period. Additionally, despite property policies, I have observed strong marijuana odors and frequent loud yelling from rooms above my floor, which disrupts the sense of safety and quiet expected at a long-term stay location. I believe these policy issues should be addressed more consistently. Now that my health has improved, I am diligently searching for permanent housing and fully intend to make the $23 payment as soon as I am able. This property has potential, but greater compassion, consistency, policy enforcement, and communication from management would significantly improve the experience — especially for long-term guests and veterans.

Everyone was really nice. Rooms were clean and spacious. When I did have a maintenance issue it was handled immediately. Would stay again.

Just stayed over the weekend with my family and kids. We had a good time at our family event and it was such a pleasure to come back to a clean room with a lot of space so that we are not piled up on each other. It was a very good stay. They offered breakfast and clean linen any time we wanted. My family lives here, so I will return to stay here when I visit, the front desk was very nice, professional, and helpful. 10 out of 10.