Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 18th, 2025, I reserved a hotel room via third party Expedia at the Extended Stay America Suites on ******************** ******** for one night for that same date. I received a call from the property around 6pm letting me know I could check in at any time. When I got there to check in, they wanted my id, which is lost, but I do have a yoti id as well as photo copies of the original id. They needed a physical id, which is understandable, so I changed the guest name on the reservation to my wife since she had her id. Upon returning to the hotel with my wife, the clerk immediately said he'd be with us shortly and proceeded to make an outgoing call. He then brought the phone to us to have his manager inform us they were going to require physical id of all guests staying in the room. This "policy"is not stated anywhere. They said we'd just have to find a different property to move the reservation to. Upon contacting expedia to do so, ******* said they had to confirm the cancellation with the hotel. The hotel refused to confirm or deny anything and was very rude and finally said we'd have to contact the manager in the morning. By morning, all documents showed as if we had stayed in the room though we hadn't and the property refused to approve any refund stating it was too late and the time window had passed. This is blatant misconduct and political robbery and due to their poor business, my wife and I ended up sleeping in our car in subzero temperatures and now both are very ill with pneumonia/bronchial symptoms. I want them money refunded at the very least with a sincere apology, if not further compensation for the amount of stress we endured both mentally and physically.

  

  Business response

  01/21/2025

  Dear ****** ****:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ***** - West (the Hotel).  However, please be advised that ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee. As such, we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge Hospitality) at (*********************************************).   

  Customer response

  01/22/2025

   
  I am rejecting this response because:
  It doesn't matter who owns it, what matters is who is there running it in a poor manner. It was the people there running it who treated us terribly and stole our money and caused us to sleep in our vehicle in sub zero temperatures.

  

  Business response

  01/22/2025

  We appreciate to further review the guest's complaint. As stated previously, ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee. As such, we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge Hospitality) at ***************************** Thank-you.

  Customer response

  01/22/2025

   
  I am rejecting this response because:
  While I appreciate the forwarding of the complaint, this does not bring resolution to the issue and there only 2 options given are to accept this as resolution or reject it and this complaint needs to remain active until it is resolved and/or a refund is issued. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I have stayed at extended stay America for a month as his mom's in the hospital here.we wash our own towels bedding and keep the room pristine to help housekeeping not work so hard. We have been in the same room the entire stay. My husband's mother passed away and I was at the hospital yesterday handling everything on that end. I had reserved the room and received a confirmation number and the total was $118.07. at 10:10 a.m. while I'm at the hospital, I received a phone call from my husband to call the front desk immediately. I called the young lady unfortunately I don't know her name, and she said I'm sorry but we're fully booked and you need to be out of the room by 11:00 a.m. . I explained to her that I do have a reservation and she said it's not her problem that I need to leave and I need to come get our stuff because somebody else was booking the room and it wasn't available. With that said, I flew out of the hospital and in doing that because she made it clear I had to be there and out by 11:00 I fell in the parking lot of the hospital and seriously injured my hand to the point it is a complete break that is misaligned and needs surgery in the morning and pins and screws need to be placed for it to be fixed. I called customer service after I was discharged at 11:00 11:00 a.m. and they said that the room was indeed booked and we were fine but it was $154 instead. On the site that's for a deluxe King suite. I have been in a Queen studio for the whole month. I did say yesterday and I called customer service again and said there has to be some kind of compensation because now I will be out of work and I am permanently injured because she made it clear I had to rush there. Instead of giving me a night free before my surgery tomorrow they told me to wait 48 hours and they'd get back to me. I will be permanently damaged and they don't care. My hand will never be the same and they couldn't even give us one night free before surgery in the morning

  

  Business response

  01/21/2025

  Thank you for contacting us regarding this experience.  Upon receipt of this concern, I immediately contacted upper management to review this situation in detail.  At the time of my call, a  and one day of compensation has been provided and the manager has spoken with them in detail about this situation.  I am sorry for the aggravation and dissatisfaction our guest has experienced.  We strive to be the lodging provider of choice for all of our guests, and it is clear we have failed in that mission.  Thank you for providing us with this opportunity and please let me know if you have any questions.    

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 30th, while suffering from a severe case of influenza and seeking to protect vulnerable family members visiting my ************ home, I required immediate lodging. Based on its representations, I consulted your website and reasonably expected a standard of cleanliness and maintenance consistent with the image portrayed. Due to my debilitating condition, I immediately retired to my assigned room upon arrival, sleeping for over 15 hours my first night after arriving. Upon waking, I discovered the room's appalling state. I documented the following deficiencies: a sticky substance on the kitchen table; multiple holes in the walls, indicative of forceful impact; mold growth around the windows and air conditioning unit; a dimly lit, unusable sitting area with a dilapidated chair; liquid stains on the walls; and delaminated kitchen cabinets; and tar-like stains on the carpet. My weakened state precluded a room change, yet I had no confidence that alternative accommodations would be superior. Despite spending most of my time asleep, the unacceptable conditions compromised my comfort and fell far short of the expected and contracted standards. I photographed these conditions upon departure and offer them as corroborating evidence. This was, without question, the most substandard hotel experience I have ever endured. During my extended stay, necessitated by my prolonged illness, I experienced repeated difficulty contacting the front desk despite acknowledging the current staffing challenges. This is unacceptable. Your website advertises "Somewhere you can count on. That feels like home. When you're away from home, it's nice to be somewhere that accommodates your personal comforts. At *** you'll find everything you need to make your space your own." This is demonstrably false. The room I occupied was filthy, noisy, poorly maintained, malodorous, and in a state of disrepair. I demand a full refund for this unacceptable accommodation.

  

  Business response

  01/22/2025

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is a number one priority. This issue was escalated to management for resolution. Management has informed us that a refund for one night was provided to the guest. The guest should receive their refund within 3-5 business days. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly.

  Customer response

  01/22/2025

   
  I am rejecting this response because: I demand a full refund for my stay, December 30, 2024 - January 2, 2025.
  

  

  Business response

  01/22/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly,and no further compensation or refund will be considered at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

  Customer response

  01/22/2025

   
  I am rejecting this response because: I demand a full refund for my stay, December 30, 2024 - January 2, 2025.
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place is horrible and unprofessional. They have know care about there facility only the money. I was put into a dirty room a they showed know concern. The microwave had mold on the inside , the refrigerator was rusted on the outside and the inside had ***** stains inside it , the tub wasnt cleaned , the floor had stains , there was a mouse trap under the sink , inside the draws looked it was ashes , toilet seat was broken , I have pictures of this it was nasty in that room an the manger attitude an the people at the front desk was nastier I couldnt believe they could be so inconsiderate my room was 217 in ************ (airport)

  

  Business response

  01/17/2025

  Thank you for taking the time to provide feedback regarding your recent experience with our hotel. Please accept our apologies for any disappointing experience you may have had.  At Extended Stay America, we take pride in ensuring our customers satisfaction. To ensure we resolve your concern, if you would kindly provide a copy of your reservation confirmation letter or folio receipt of the stay you are referencing so we may quickly assist in providing a resolution. The first and last name provided was not found in our reservations database. We look forward to hearing from you.

  Customer response

  01/17/2025

   
  I am rejecting this response because: Because nothing has been resolved , I did receive a refund of $86 in my account sometime yesterday. The thing is I paid $173.48 for 2 days an I was charged a $100 security deposit that wasnt listed in the property policy on the *********** app I also put a report in about extended stay with *********** because extended stay was telling me it was *********** issue not theres an when I spoke *********** they said is not true the info they put in the site is the info that each hotel gives them so I should not have been charged a $100 deposit I was so upset about that because we had no other choice but to pay it because the lady at the front desk made us pay for the rooms then she asked for the card again and said oh you have to pay security deposit so my husband had to pay again which was very unprofessional instead of her saying its going to be $273.48 before she took the payment for $173.48 of we wouldnt of paid the $100 then we would have had to wait 3 to 5 days  to get our $173.48
  An we didnt have any extra money to loose we paid $60 just to get to the hotel . I wish I could talk to someone by phone because Im hoping Im getting my point across correctly by having to write . Im so sorry for any misunderstanding an I will be happy to clarify if its anything you cant understand in this message . Also they said that today when I called the reason I didnt get my full refund an I only got $86 dollars refunded is because allegedly we was smoking in the room because there was ashes in the trash can . We didnt smoke my husband smoke I dont smoke I actually can stand cigarette smoke , my husband cleaned out his dirty work bookbag we didnt no we couldnt use the trash can an that he couldnt three o guess ashes on whatever trash he had in his bag into the trash can , if they look on the camera my husband went outside to smoke right in the front with everybody else 

   

  

  Business response

  01/21/2025

  Thank you for taking the time to provide feedback regarding your recent experience with our hotel.  Please accept our apologies for any disappointing experience you may have had.  At Extended Stay America, we take pride in ensuring our customers satisfaction. To ensure we resolve your concern, if you would kindly provide a copy of your reservation confirmation letter or folio receipt of the stay you are referencing so we may quickly assist in providing a resolution. The first and last name provided was not found in our reservations database. We look forward to hearing from you.

  Customer response

  01/21/2025

   
  I am rejecting this response because: Im totally not understanding, I responded on 1/17/2025 . Im getting a response today asking me to do what I responded to on 1/17/2025 I attached the receipt with the confirmation number as I was asked by extended stay . Im responding to every response thats sent me from BBB . Im not understanding why Im being asked to submit what I submitted already on the 17 of January . This matter really do need to be addressed . Thank you kindly an hope to hear back as soon as possible . 
  
  

  

  Business response

  01/27/2025

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all of our guests is the number one priority. This complaint was escalated to management for resolution. Management has informed us that they spoke with the registered guest and gave them the opportunity to change rooms but, the guest had declined. A refund in the amount of $86.91 was processed on January 15th,2025. No additional compensation or refund will be considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this hotel on Nov 29th 2024, was charged my weekly pay and 100$ for accidentals thats what ******* stated. So I paid. On Dec 13 I was checked out. Due to an agency helping me pay for two weeks. I then had to do another reservation under my name on Dec 26th 2024 to November 29 2025 But they refuse to give back my money. Saying they cant see it as an accidental cause ******* didnt put it in as that she just charged me an extra $100. No way the rates go up cause I locked into the rates of long term stay. I just want my $100 back but there refusing to give it back. I have the email from Nov 29 2024 when I did the reservation. I have the Receipt.

  

  Business response

  01/22/2025

  We appreciate the opportunity to review the guest's complaint. After further review, it has been determined that there was no charge of $100 on the guest's reservation. Therefore, no refund is warranted. Upper management has spoken with the guest directly regarding the situation and explained that no deposit was made. If the guest can provide supporting documentation that shows a charge of $100 for the deposit was charged, we will look into it. At this time, we consider this matter closed. Thank-you.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It occurred on 11/16/24 but was pending until 11/20/24 The amount was $249.82 My debit card was used unauthorized. The women at the front desk who also seems to be some form of management admitted the numbers of my card were used but it wasnt a different name on 12/13/24. On 12/14/24 she gives a bogus receipt that she obviously edited because the woman who name she said it was in, none of the information on the receipt/invoice was hers. The business did not try and resolve but in fact totally tried to deceive me and her name was ******!

  

  Business response

  01/21/2025

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction and will work with our management team to ensure a situation like this is not repeated. This issue was escalated to management for resolution. Management has informed us that this was a chargeback and has been refunded on both reservations. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly. 

   

  Customer response

  01/23/2025

   
  I am rejecting this response because: I understand the money was reimbursed but thats only part of the problem! The woman manager who works there is ignorant, racist and a lying thief!! She told me that the card number from my card were used but the cards not in my name as she refused to help me rectify the situation!! I literally had to go over her head and contact corporate because she would not help me!! She also stole my mail! Shes the manager there so I can speak to anyone in a position to help me because everything goes through her!!! They say in their response to contact them directly but leave no contact information!!! Ive been emailing district managers for the past month several times yet I never receive a single response!! I NEED HELP THIS WOMAN NEEDS TO BE FIRED!!
  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, January 11th, I booked a stay at the extended stay Peoria-********. This was my second stay, but different employees. I came to the business to check in, but the attendant had myself and another patron waiting for about 25 minutes before she showed up to check is in. In the meantime we called reservations to see if they could reach someone. I called guest relations as well to complain but I couldnt leave a message. The attendant FINALLY showed up and showed up with an attitude! She rudely asked if there was something she could help us with as though her job is not to check people in. I responded with uh yea, can you check us in? She replied ummm I dont know, let me see. I said oh, this seems like an encounter that I need to record. She immediately stood up and told me because I felt the need to record, she was denying my service, she wasnt dealing with that tonight and s*** the gate closed. I became extremely hostile, but I left. I called guest relations today to complain, and receive a refund. The general manager proceeds to say I wont be receiving my refund, and that they put me on the dnr list for how I acted, and proceeds to lie and say I stayed! So basically theyre stealing my money and lying! Something needs to be done about it because I really want to file a criminal suit on them for STEALING! I want my money back and they need to learn guest service in that building! No way I went to leave a review and the first review I see is another person TWO MONTHS ago complaining about the same 2 people! The general manager and the woman with the NASTIEST ATTITUDE I HAVE EVER ENCOUNTERED IN WHAT SHOULD BE A BUSINESS!!!!!!!

  

  Business response

  01/21/2025

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been determined that the guest must reach out to the appropriate booking channel to inquire about their cancellation and refund policies. Management has reached out to the guest to speak about the situation in detail. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like a refund I was at extended stay from December 22 to December ************************** on the 22nd I did not have heat. I reported it to the office four different times during my week stay nothing was done. I had to go and buy a heated blanket to stay warm. The floor also was covered in water due to the shower leaking. I have pictures supporting that when I went to check out on the 29th extended state manager told me I would get a refund. It would take 5 to 7 days I waited. I called *********** because thats who I originally went through they told me it was a partner offer that there was nothing they could do that. I needed to contact the property so Im going back-and-forth with these two businesses and its extremely frustrating. I would like to just have my refund that Ive been waiting patiently for. Thank you.

  

  Business response

  01/21/2025

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is a number one priority. This issue was escalated to management for resolution. Management has informed us that a refund was processed on December 29th. 2024. The guest must reach out to the appropriate booking channel to inquire about their refund. Management has reached out to the guest to speak about the situation in detail. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dates October 11 2024 - January 9 2025 From the beginning of my stay I had mistakes made on my account twice, for some reason my Sept 27 - Oct 10 stay is not included in this detailed printout I asked for but that is when it started, I checked in and the lady told me $796.00 and when I asked her about the fees for my dog because I did call earlier and was told it would be $1027.00, she told me "no you are good until Oct 10. Approximately a week later I was asked by Front Desk **** when was I going to extend because I had a balance, I told him I paid to stay until Oct 10. He then tells that I did NOT pay my pet fees and I let him I was not charged and I asked about it at check in. I had to find money to cover THEIR EMPLOYEE'S MISTAKE. When I went to pay for another 2 wks I had to be charged separate for my dog and my room. Nov 20, 2024 I only made one payment for room and pet for 2 weeks. On Dec 18 2024 I went to pay up to Jan 2 2025 - the employee charged me $435.52 BUT that payment was posted on my pet folio and somehow the night audit did not catch that, so my room was just adding late fees that cost ****** but I was not told that because I went to pay to stay until Jan 9 2025. On Jan 2 2025 management asked if I was leaving I said "no I paid for one more week" he then told me no I just late fees and I would need $409.63 to extend for 7 days, I had to borrow the money and I went back to pay and the same ** ****** charged $452.50, I don't under why the $40 or so difference in a matter of minutes. I checked out Mon Jan 6 2025 because I saw that if I stayed I would owe still a balance of $76. This property fired the previous management for scamming and pocketing money by overcharging guests and I gave them a chance to reach out to me and they won't and I believe I was being scammed and I left early so a refund should be in order.

  

  Business response

  01/21/2025

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been determined that the guest was advised properly regarding our payment policy.  Management has reached out to the guest to speak about the situation in detail and explained to her that the payment of $301.77 covered the lates charges accumulated during her stay. The next payment of $452.50 brought her current on her reservation. A refund of $64.82 was processed back to guest and no additional compensation or refund will be considered. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

   

  Customer response

  01/21/2025

   
  I am rejecting this response because: number one nobody tried to reach out to me and explain anything to me regarding late charges what I'm questioning is why when I went down to pay the $300 payment I said I wanted to extend a week they did not say it was for late fees until January the 2nd and that's when they charged me another $452 when the original quote before I came down was 409 I don't think I should have had that many late fees but my payment was not posted on my room side it was for the pet it didn't even credit the room all I want back is the $452 so I can pay it back this extended Stay America has made me broke and why am I getting receipts that say hospital names on the top shouldn't say extended Stay I don't understand where the hospital comes from so no they didn't charge me the pet fee when I first moved in and I had to catch that up even though I questioned her and made me out to be the bad guy treated me like I was some kind of criminal trying to not pay then my life got put in danger because my room number I just want the last payment back to $452 that was paid on January 2 2025

  
  

  

  Business response

  01/21/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly,and no further compensation or refund will be considered at this time. 

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction was done on 12/6/2024 Charge went through on 12/9/2024 Service date for Extended Stay America Suites in Elgin - West Dundee, IL ********************************************* Services were not rendered for the Hotel stay for 1 night. My daughter ***** ***** Conf#************* was REJECTED at check in and had to go find another place to stay for her and her family. I made the reservation for her and payed for it. Now initially I went through the Extended Stay America Suites website and did not know it was through ******* because nowhere does it show that information or on the email confirmation. The front desk wrote down the phone number to Expedia to see about refund. So I called Expedia 3 times to see about refund. But first when I called the hotel to complain to get refund they said that she got checked in, then the second time they said that she was a no show and that is also what management told me as a reason on their system as no show. ******* also got the same different reasons from them. So obviously someone at the hotel is not being honest. I also had another reservation for my son ****** *** Confirmation Itinerary Number ************* and he was there also checking in for his family and NOT REJECTED. I spoke to the hotel again and gave them time frame for my daughter being there and everything that was going on from the moment she was trying to check in the phone calls between them, the hotel and Expedia. My daughter and her husband and 2 children in which 1 of them is a very sick little boy and has to be on oxygen, were forced to get a room somewhere else. I have contacted my ******************* and started a case to see about getting my money refunded back to the credit card. I even have a picture of the paper with the phone number for Expedia to be called sitting on the front desk in their lobby so they cant say She did not show and My son also witness. She was there between 10:00 pm - 10:20 pm Dec 28 2024 on hotel camera

  

  Business response

  01/15/2025

  Dear ********* ***:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ******* - ***** - ****************;(the Hotel).  However, please be advised that ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee.   As such, we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (****** Hospitality) at (*************************************************).  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩