Complaints

This profile includes complaints for Extended Stay America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Extended Stay America

  13024 Ballantyne Corporate Pl Ste 1000 Charlotte, NC 28277-0496

  
• 

  Extended Stay Hotels

  55 West Merrit Blvd Fishkill, NY 12524

• 

  Extended Stay American North-Jackson

  5354 Interstate North Jackson, MS 39211

• 

  Extended Stay America Suites

  5511 Abercorn st Savannah, GA 31405

• 

  Extended Stay

  13223 Champions Centere Dr Houston, TX 77069

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight got changed so I will not be able to check in on the exact day we have reserved. I am asking that they make an exception for our check in since I am paying for an extra day of stay. For reference, I am paying for a stay from Wednesday the 23rd to Wednesday the 30th. I am asking for an exception that we check in early morning Thursday the 24th since I am paying for an extra day that I wont be there. I cannot change my flight unfortunately otherwise, I would have taken that route instead. I tried to call and have the accommodation made, but there was no attempt and no real effort I felt from any of the 3 reps i spoke with. The two off site reps i felt were not listening to my question as they were continuing to change the reservation. The lady at the desk (*******) answered the phone and immediately responded with "check in is at 3" without any fact finding questions or verifying the issue.

  

  Business Response

  Date: 04/03/2025

  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 Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

• Initial Complaint

  Date:03/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  made reservations in early Feb 2025 for stay end of March 2025., reservations was confirmed and quarantined. as pulling in driveway front desk called me and said did not have a room that I had reserved..we had drove over 600 miles to get to this address which is 3261 N.E. *********, **********, **

  

  Business Response

  Date: 03/31/2025

  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 (Aimbridge) at (********************************************************).     

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The extended stay at ********************************************************** off of 45 is infested with roaches. Their mattresses are swarm with blood and urine. Nothing in this place is clean and they do not maintain the buildings. This building also has mold that has been causing me to be sick.

  

  Business Response

  Date: 03/31/2025

  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 (J&P Asset Management) at (*****************************************************************************).     

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unprovoked and at no fault of our own disturbing & hazards events transpired rm# *** at the **************************************************. Some of these events includes but not limited to my daughter burning part of her hand, finding a used syringe, when flushing the toilet the excrements, ***** ************** came up through the tub, reasonable accommodation to used another restroom room at the facility during this plumbing emergency was denied to us. Very poor housing keeping, items missing from the room which included my mothers (who has passed away) bracelet, my daughters iPad ********* pods. The assisting manager ***** **** retaining my personal information/data from the *********************** of people of color. The general manager ***** forcibly banging on the door on March 11 around 12:38pm demanding for me to open the door & demanding for me to tell her why I uncomfortable opening the door. Extremely unprofessional of the ** ****/***** conduct. Her last statement was that I would not be allowed to renew the reservation. She also noted on my reservation under booking remark ********** to room No new reservation per *****. I have photo evidence of this and all other incidents. This ** behavior was not acceptable, This is the same ** that on the evening of February 24th told ****** to call the Non-Emergency number for the ****************************. The guest in room 121 (not opening the door, apologizing & the wife calling the hotel directly pleading for a Wellness check. This should have been placed through the emergency #***. If the ** has no regards for a human life, then why would she care about anything else. Ms ********** ended up cleaning the restroom on Sunday. The district manager deliberately mislead us with his I will look into it, I will let you know. He stated the 2 nights was almost $200. The emergency visit was well over $700. This has caused emotional, physical injury, stress and has cost us financially. To start a total refunds for the stays.

  

  Business Response

  Date: 04/07/2025

  We appreciate the opportunity to review the guests 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 a refund for two nights has been processed, and they have spoken with the guest about the situation in detail. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly.  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved the room in March on a Saturday and Sunday the 22nd and 23rd. I contacted the front desk, once I noticed that the bathtub paint was peeling. I was given another room 139, which had the same problem of peeling paint. There wasn't any fresh towels or wash cloths. No utensils. The pass key didn't work twice and my belongings were locked in the room. The suite wasn't ready. No fresh towels and wash cloths.

  

  Business Response

  Date: 03/27/2025

  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 Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Extended Stay on **************************************************** this past weekend. It was not a great stay and I have tried to contact Extended Stay and the Hotel with no luck. The room had mold, wasn't clean, and the breakfast was not as advertised. The front desk was manned by a young kid, who was nice but unhelpful. I have uploaded pictures to show the state of the room and breakfast. The hotel felt unsafe and people were banging on our door in the middle of the night. The hotel smelled of people smoking illegal substances in their rooms. Overall it was not an enjoyable stay. If it was a longer trip, we would have left and found another hotel. I have stayed at extended stays in the past and never had an issue.

  

  Business Response

  Date: 04/04/2025

  We appreciate the opportunity to review the guest's complaint. Maintaining a safe and comfortable environment for all of our guests is the number one priority. This complaint was escalated to management to investigate. Our upper management has informed us that there was no evidence of his claims. There was no water damage to the ceiling when the room was inspected. Therefore, no refund or compensation is warranted. At this time, we will consider this matter closed.  Should the guest have any additional questions or concerns regarding this decision, we invite him to reach out to us directly.    

   

  Customer Answer

  Date: 04/04/2025

   
  I am rejecting this response because:there is clearly mold in the room. I uploaded the picture again for reference. I would like to be rectified immediately. 

  
  

  

  Business Response

  Date: 04/04/2025

  We appreciate the opportunity to further review the guest's complaint. It has been determined that the pictures provided do not depict the guest's room. As stated previously, the room was inspected, and it was concluded that there was no evidence of mold or water damage. Therefore, no compensation or refund will be considered. Thank-you.

   

   

  Customer Answer

  Date: 04/05/2025

   
  I am rejecting this response because:
  the pictures were clearly our room for our stay. I think this is a clear case of deflection and not wanting to take responsibility for the mold or the lack of cleanliness. I would like a honest review of our room and the mold. 

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on the date of 3/9/25 at approximately 2:45pm. I ******** ****** and ******** ******, approached the front counter to check in for a reservation at Extended Stay America on **********************************************************. We were asked to pay a $100 deposit for said room 105. And that the deposit would be refunded on my card once the room was cleared by checkout to their discretion. I ******** ****** purchased the room solely for my wedding party to get dressed in before the wedding. My wedding party and I were in room 105 3/9/25 from 2:45pm-3:25pm. Again at 5:16-6:07pm and returned finally to remove our clothes and belongings from the hotel room at 8:36-8:57pm. Those times quotes were the only times I, ******** ****** and or ******** ****** were in that room. We did not stay the night due to probational time curfew. 3/9/25 At 8:57pm was the last time we were at Extended stay America. I did not receive my $100 deposit. I called the hotel on 3/15/25 to ask why I have yet to receive a deposit. The desk operator ****** said he could not disclose any information to me about said issue and call back and speak to the manager ******* on Monday. On Monday 3/17/25 at 12:20pm I spoke to ******* about not receiving my $100 deposit. She said she cleaned rooms that day and our room 105 was one that she happen to clean. In her words. That it reeked of marijuana. I had to have that room open all day in order to get the smell out. Youre deposit will not be refunded. I explained to her the reason of my concern is if my partner ******** ****** and I, ******** ****** were not present in room 105. How could the room allegedly reek like marijuana? I am asking for my full refund as this is solely based off of some elses discretion. I then spoke to someone from the corporate phone number listed for **. On 3/18 I explained the situation and was told I would receive a call back within 42 hours. I received no call as of 3/24. Thank you, ******** ****** *************.

  

  Business Response

  Date: 04/02/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly,and no 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 Answer

  Date: 04/02/2025

   
  I am rejecting this response because:
  The response given by the company was said that I ******** ****** was advised properly and they are not to compensate us for my $100 deposit. I disagree with their statement and would like to take further action. My partner and I were not at the hotel for no more than 1 hour and a half the day of 3/9/25. I highly disagree how I am being treated and demand my refund. I am not paying $200 for the very short amount of time present at extended stay America. Highway robbery! 

  

  Business Response

  Date: 04/02/2025

  We appreciate opportunity to further review the guest's complaint. After review, it has been determined that the guest was advised properly regarding our smoking policy. Management spoke with the guest and explained no refund is warranted because the guest violated hotel policy. This matter has been resolved and closed. No further action will be taken. Thank-you.

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long-term resident who has met all financial obligations but now face unjustified rate increases and a hostile environment. Local management has been dismissive, necessitating corporate action.Unjustified Rate Increases Without Notice OctNov 2024: Renewed at $367/week, paid through Feb 24, 2025.Feb 24, 2025: Rate abruptly increased to $397/week without notice.March 3, 2025: Raised to $446 due to a "management increase."Inconsistent Explanations: **************** gave conflicting reasons. Management claimed my long-term stay tax exemption was discretionary, making this feel retaliatory.Hostile ********************** Harassment Unjust Towing: ********** vehicle was towed due to a "system error," then again for "handicap parking" despite my injury. The tow company confirmed hotel staff requested it while falsely denying knowledge of the owner.Vandalism: Three screws were deliberately driven into my 2024 company cars tiresdismissed without investigation.Selective Enforcement: Housekeeper ***** and her daughter, Baby Girl, have an unregistered, uninsured vehicle on-site while paying guests are towed or forced to park off-site.Disruptive Behavior: Housekeeping staff smoke indoors, prop doors open (triggering alarms), and disturb guestsyet management ignores this while targeting residents.Lack of Accountability: Complaints to DM ***** Silver are dismissed as teachable moments. Rules are selectively enforced, granting staff privileges over paying **************** Misconduct: ***** has manipulated guests into questionable financial transactions.Immediate Action Requested Consistent, transparent rate structure to prevent arbitrary increases.Fair vehicle policies ensuring equal enforcement.Formal review of ****************************** conduct to address harassment, unprofessionalism, and selective enforcement.Having exhausted all local avenues, I escalate this to corporate leadership for urgent resolution.

  

  Business Response

  Date: 03/18/2025

  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 Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we were wrongfully evicted from our hotel room following a wrongful arrest. uhaul made an error and reported our van stolen. we were arrested and released. the manager from ***** tried to even reach out to explain. we had paper work to prove it. we were victimized by the police and this hotel. we still had 4 days left on the reservation we paid for. they still haven't refunded.

  

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly that based on the incident that occurred at the property, the guest was asked to vacate. Upper management has informed us that a refund for two nights has been processed. No additional refund or compensation will be considered at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hotel reservation was set for Friday March 7th. I called the front desk and told them I was going to arrive late because I'm driving down from ***** which is 6 hours away. The girl told me that's okay, just tell the front desk when you arrive to check your reservation in the no show list. I arrive at 2AM Saturday morning. The front desk told me they're not able to check my in because they're fully booked. I checked their policies online, and it says they're open 24/7, and check in begins at 3PM. No where does it show the latest check in time can be done. Nor does it show, anything to do with denying refunds if you show up late. These policies are strictly listed online on their website. They are denying my refund because they said I showed up late, when I have phone records noting that I called ahead of time and was told this is okay. The front desk girl who tried to check me in told me to contact my agent to get my refund, now she's denying she ever said that. There is no policy attached to this hotel that denies refunds due to late arrivals. Policies are attached.

  

  Business Response

  Date: 03/17/2025

  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 Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because:

  They asked for the location of the hotel, this is the location 

  Extended Stay America Suites

  ************ - Plymouth Meeting 

  West

  **************************************************;

  
  

  

  Business Response

  Date: 03/17/2025

  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 Answer

  Date: 03/17/2025

   
  I am rejecting this response because:
  This reservation was booked through ******. All communication has been with them and also the front desk of the hotel. Attached is the ****** reservation.

  First name: ****

  Last name: Lac

  

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience.  We will work with our management team to ensure a situation like this is not repeated. Upper management has informed me that a refund has been processed. 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 Answer

  Date: 03/24/2025

  Do you have any supporting documents or transactions ID indicating the refund was processed? 
  
  

  

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to further review the guest's complaint. The guest's folio is attached and confirms a refund was processed on March 19th, 2025. Thank-you.

  Customer Answer

  Date: 03/24/2025

   
  I am rejecting this response because:

  I paid ***** for that room rental, why am I only getting $65 refunded.

  
  

  

  Business Response

  Date: 03/24/2025

  We appreciate to further review the guest's complaint. It has been confirmed that the guest was charged $65.51. For any additional charges the guest may have made, they will need to reach out to the appropriate booking channel to inquire about their cancellation and refund policies. Should the guest have any additional questions or concerns we invite them to reach out to us directly.