ComplaintsforExtended Stay America

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately mid May 2024, myself and my son checked into Extended Stay because I was leaving an abusive relationship. When I checked in NO I DIDN'T report my two cats! First of all, I wasn't there on vacation I was there on an emergency situation due to my son being an adult (19 years old) I would have been separated from him had I chosen to go into a shelter! Therefore, I came to Extended Stay with only enough money to pay for my son and myself- I didn't know I was breaking the law by not reporting two cats and would be treated like a criminal. I was originally told that my reservation wasn't eligible for housekeeping, however, while my son and I were at work housekeeping apparently came without notice or permission- I feel they have been inside before because I have items missing. Housekeeping is an accommodation that hotels offer, it's not a requirement! Therefore, while they were snooping inside of the room I was paying to be a guest in, my cats were found. My cats are for helping with my anxiety and depression such as this situation with Extended Stay America! Not only did I have to leave because of two cats but I have been put on the "do not rent" list, I found that out today when I arrived at another Extended Stay America. The hotel general manager is either prejudice or has some sort of issue with cats because there were a lot of dogs in the hotel- she wouldn't even accept payment for the cats not to mention I am still waiting for my refund. I had extended for three nights and ended up having to leave and pay for another hotel stay all in one day.

  

  Business response

  07/12/2024

  We appreciate the opportunity to address the guests concerns. This issue was escalated to management for resolution. Upon further review, the guest was advised properly that based on the incident that occurred at the property, we are unable to accommodate their reservation at any *** hotel. We consider this matter closed and no further action will be taken.

  Customer response

  07/12/2024

   
  I am rejecting this response because: I was harassed and discriminated against bottom line. After reading the comments on ****** regarding this property I know that I am not the only one who has had this issue. There was no incident, if there had been the representative who responded to this complaint would have stated the "incident". I didn't pay the ridiculous amount of fifty dollars per pet, per day, that's it. At that rate the pets need their own room, had I known beforehand the fee was an outrageous amount I wouldn't have booked.Thankfully, WoodSprings has a much better management team! Extended Stay will be another closed establishment 
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Extended Stay America ******************************************************************** ************ Checked in on 6/17/2024, was charged full stay amount of $951.28 without being able to see the room. Came back an hour later to see the room and immediately checked out because the room smelled of f**** and sewage. At the front desk, they stated I would receive a full refund which would be deposited in 5-7 days, and gave us a receipt for our records; receipt of check out attached ********. Called ***** Services @ *************** on Monday, 06/24 @ 1:48pm - I explained the situation, that I had never stayed at the hotel, the representative said he would check me out, and issue a refund. I assumed he understood that I said I never stayed there and was going to be refunded the full amount. I got confirmation of refund but it was for the wrong amount, he had checked me out that day, 6/24, and refunded the amount of ******. Receipt attached ********. I did receive a refund of ****** on 6/26. @ 4:35pm - called back to correct the check out date and request a full refund. Rep said she is not able to give a refund on her end so she called the manager twice and they did not answer. She stated I would receive a call by Wednesday 6/26, the latest. I never received a call.Wednesday, 6/26 @ 3:47pm - called to see why the manager hadn't called yet, they stated my case was actively being worked on and the manager should be calling before the end of the day to process the "request for refund." I never received a call.Friday, 6/28 @ 10:21am - called to give one last opportunity to refund before getting a lawyer involved. The representative created an "escalation" to get this up to the District Manager. Stated we would receive a call as soon as possible. He also said they hadn't touched the case since Wednesday.Friday, 7/5 @ 5:11pm - still no call, so I called. Rep said the manager called me and resolved the case on 7/2. That never happened, so I reopened case. Said they'd call me within 48 hrs.

  

  Business response

  07/12/2024

  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 a full 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.    

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being harassed by the front desk manager named *****. I have been staying in this hotel for 25 years and have given them more than $100,000. I am permanently disabled and dont have my caretaker here to help me, I have brain swelling called Hydrocephalus and he is making this condition much worse because I cannot sleep or take care of myself with his constant daily intimidation and abuse. This is due to a personal issue regarding one of his friends who I was assaulted by.I am going under oath in a deposition for the court regarding these crimes next month and he is intimidating me on behalf of his friend, the felon, who I am putting in jail. He has known him for 6 years and they live across the street from each other. I am a legal witness in a felony criminal case at the ********************* in ************* and there are legal protections I have from being intimidated. This is a crime.Hes making me feel like hes going to assault me in the parking lot if he runs into me, I am in fear of him, hes very aggressive. He also entered my room one day early in the morning and saw me asleep on my bed ****. No knock he just used his card and came in. Many of the guests are complaining about him and the employees also. This has to be addressed.

  

  Business response

  07/12/2024

  We appreciate the opportunity to review the guest's concerns. Upon receipt of this concern, we reached out to the guest for additional information regarding their stay, but the guest has failed to respond. At this time, we will consider this matter closed.  Should the guest respond, we will make every attempt to continue to resolve.  Thank you.  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On around 6-28-24 me and my husband had a not so desirable interaction with a team lead manager by the name of **** at the extended stay next to ********************* in ******* at ********************************************************. In which we addressed a concern about the windows not shutting (curtains) all the way and how it was letting people see in from the outside when you were in the shower etc. in which the manager laughed and replied that she has heard this problem before and that I needed to use a hair clip to close them. I then asked her about getting clean linen (been staying here a week by this time) in which she asked why and rolled her eyes. I told her that our service animal had a small cut and got the sheets dirty and she then began talking back in a smart attitude rolling her head saying I dont see no dog on this account, wheres your paperwork?! In which I explained we had given the manager that checked us in all the documentation in which her response was your lying, you just dont want to give me the paperwork then refused to give us clean linen and told that we can wait till we have been here a week more. Then once she heard that she was in violation of the American disability act for having to take photocopies of my dogs registration and that I would be looking into it due to her attitude and poorly executed management skills she then told us we needed to leave the property and refused to give explanation why. I feel as though this company has discriminated against me and my husband not only on the *** but also because of my sexual preference and we will be looking into hiring an attorney to deal with this property for the federal laws broken.

  

  Business response

  07/12/2024

  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 a refund in the amount of $252.37 was issued on July 5th, 2024. 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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will never stay at a extended stay hotel based off of my experience I should receive my money back The room had roaches I killed multiple roaches during my stay I kept wondering why I was itching I have sensitive skin From when I was burned I pull back Sheets saw multiple stains through the mattress cover they tried to cover it up by using a mattress cover but because the mattress cover is so thin and it is white, you can see through the mattress cover. I unzipped the mattress cover and pulled it back, all I saw was red and brown stains. I dont know if it was blood or where the stains came from but they should be ashamed of themselves putting a mattress cover to cover it up instead of being cheap and replace the mattress not to mention, I have not received my $100 security deposit Honestly, I dont think the hotel is worth the price with roaches and ****** and brown stains on mattress I took pictures and videos of the stains of the mattress As proof So they cant say I am telling a lie I have not received my hundred dollar security deposit back if I dont soon I will be posting on social media on TikTok And other social media platforms Of the ****** and brown stains on the mattress and the roaches this makes me wonder Because this location is like this, it makes me wonder how many other locations are like this or how many other rooms at this location is like this so I cannot stay at a extended stay I will be posting a ****** review with the photos videos I wish the Better Business Bureau allowed Customers to upload videos but it only gives the option to upload photos, so I screenshot it. The video I took of the stains on the mattress Also, the fan above the stove does not work It makes a weird loud sound, the k**** on the fan above the stove are loose Broke broke I spent almost $500 at this hotel just for a few days not worth the price I should be entitled to a refund, but most likely extended stay is a $3 billion company They dont care *** Still gonna make

  

  Business response

  07/09/2024

  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 they have spoken with the guest directly and have refunded his security deposit. They have also addressed the other concerns the guest has mentioned in his complaint such as the mattress and k**** for the fan above the stove. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite him to reach out to us directly.

   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A friend and I stayed here 6/28/24. We came into ************ from ** we drove over 12hrs so when we got there we booked a room online. We went there and the first red flag was the hotel staff said she had to ****** us up to our room because the key cards didnt work during a certain time. My friend wanted to leave then but it was late so we went. Once we entered the room everything went downhill. It was absolutely disgustingly dirty. There was long blond hair on the bathroom floor. The floor itself felt slimy it was so gross. We had been driving for so long and was getting right back on the rhode so we just showered and went to go to sleep and when we checked the bed for bed bugs we found a shirt or something behind the bed and upon further looking we found a candy wrapper under there!!! Behind the bed itself was so nasty and sticky. There was some food particle on the lamp shade. When we rolled down the blanket there was black hair there!!!! Thats when we went downstairs to the hotel aid and requested some sheets and pillow cases because everything looked already slept on and dirty. So we just put the new sheet over the made bed and used blanket. It was the hardest sleep ever. The remote was slimy. Everything was dirty and dusty. We are from VA so the weather there was a little chilly to us and when we put the heat on dust and such came out of there. It was just the worst!!!! The key card didnt work when we had to go down to get food and we had to wait like 20min to be let back inside room while hotel aid waited on other customers. We spoke to the morning aid and she said she would talk to manager about discount but no one has called or emailed or anything. My friend left a review and got a very generic reply back still with no email or anything. This is horrible and the room cost $177!!!!!!!

  

  Business response

  07/08/2024

  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.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 25 2024 The water line at my apartment complex had been damaged causing me to seek a Hotel. I made Hotel reservation through Hotel.com. Reservations were made for the Extended Stay Hotel located at ********************************** for one night. I checked into the Hotel at approx. 6:00-6:30pm.I was placed in room 303 all the way down the hall by the Fire exit. While in my room I turned the ** on about 9:00pm and feel asleep. Around 11:00pm I was awakened with a strong since of fire. An urgency of fear came over me. I thought there was a fire (I may had been dreaming or it could of been the 11 o'clock news playing on the tv) ************** had two fires that day). What ever the reason for me believing this is irrelevant). As I sat up in the bed I immediately looked up to the "SMOKE ALARM/DETECTOR". The "SMOKE DETECTOR" was covered in Plastic. Such as a plastic bag. My safety became my main issue and thought. I grabbed all of my belongings and went down the fire escape (which was not easy as I suffer from gout and was experiencing a gout attack.) I got to my car drove to a different parking lot and phoned the police and fire department. They took a report and visited the hotel (I went home). The next day I contacted Hotel.com for a refund. Hotel.com contacted Extended Stay Hotel whom refused to refund my money. This is a safety violation and THEY put my Life in Harm's Way. I want a refund and I feel they owe me an apology for "WHAT COULD OF HAPPENED" to me had a fire broke out. I'd like to see a full inspection take place at an undisclosed time to see if they are adhering to the Fire Safety Laws and Codes

  

  Business response

  07/10/2024

  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 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 response

  07/10/2024

   
  I am rejecting this response because: They have not yet responded. and have had plenty of time
  
  

  

  Business response

  07/11/2024

  We appreciate the opportunity to further review the guests complaint. Upper management has confirmed that they have reached out to the guest to speak with them directly regarding their complaint but, the guest had failed to respond. A refund has been processed and no further compensation or refund will be considered. At this time, we consider this matter closed.

  Customer response

  07/11/2024

   
  I am rejecting this response because: They are not being honest and have no integrity. I did receive a Call from the General Manager of the ************** location. I have 5 recordings of myself trying to call ******** (G.M.) back. One of those recordings involve the General Manager answering the phone and putting me on hold for 22 min. until I hang up. ******** NEVER returned my call!! 

  ********************* the District Manager reached out to me and I phoned him back 4 times and he never got back to me.

  If we are going to tell a story here, we are going to tell the truth. Apparently Extended Stay does not know how to do this.  and are not willing to try.

  I am not complete in this communication of lies that they are playing on.

  
  

  

  Business response

  07/12/2024

  We appreciate the opportunity to review the guests concerns. This matter has been resolved and a refund has been processed. No further action will be taken, and we consider this matter closed.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a reservation made in the ********** location. I went to check in and paid for a room. When I got to the room, the room was filthy and a disarray like someone had been living there there was food close everywhere. I went back to the front desk called the front desk because there was no one at the front desk at the time there was a note to text or call once at the front desk and once the lady came she told us there was no other rooms available and that the cleaning people do not come until 9:00 the next morning and they leave at 5:00 p.m. I asked to see there was an accommodation that could be made considering the circumstances in hands and she advised that we could contact another Extended Stay and there shouldn't be a problem we called the other extended stay and there was a problem there were no rooms the rates were not the same and they were not willing to accommodate the rates. She said that the money was refunded and it was going to be refunded very quickly back to the card once I checked the card the refunds were not available. I am stuck staying in the street with no money no place to stay. I've contacted corporate they are closed for the, I've contacted ***** Services they are also closed so I have no one that can accommodate me with this inconvenience. I feel as no one is big enough to accommodate a customer at an establishment that a person works at. This is very unsettling and very much disappointing.

  

  Business response

  07/05/2024

  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. We appreciate the opportunity to address the guests concerns and will work with our management team to ensure a situation like this is not repeated. Management has informed us that a refund for one night was processed on July 1st, 2024, and will take 3-5 business days for the amount to reflect on their account. 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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the 3050 E Imperial location with my girlfriend from June *****. I live in *********, ** and we checked out and started driving back on June 16. I realized I left my ****************** size 12 in the closet in our room 236. I called to let them know about it and I was told the room is filled and cant check the room. I was fine with that but when my girlfriend called they said someone brought down the shoes and someone can pick them up. My girlfriend had her cousin to drive down since they stay in ****. Cousin goes into the front office but deny her the shoes because under company policy they cannot give the shoes to anyone but the person who bought the room which is me. So I called asked them why they cant they told me policy reasons but the people I spoke with told me the shoes are in and theyre looking at it and I can pick them up. They will hold them for 30 days. I drive out there just to grab my shoes on June 27, 2024. I get there and now theyre saying they cannot find the shoes and that theyre not in office. One of the workers stole my shoes. The workers are being rude with me saying theyre looking but theyre not because the shoes wouldve been found. I was told by workers that the ** will be in this past Friday June 21, 2024 in the morning but when I call they say he wont be in until Monday morning. July 1st Monday morning I call and the front office lady ***** says hes not in and will send a message. Shes very rude and I contacted corporate and made a complaint and they tell me I need to wait ***** business hours to be contacted. I still have ******************************************************************************** even given a reasonable update about my shoes. The store needs to be investigated for stealing my shoes that cost $200.00.

  

  Business response

  07/05/2024

  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. Upper management has informed us that this complaint is still being investigated. However, as a good faith gesture, a full 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.    

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im in town for a 3 month contract work in *******. I wanted to stay in ******** and away from ******* traffic so I decided to reserve 91 days stay here. I checked in on a Saturday 6/29. I was told that there will be a mandatory a/c cleaning. I said ok and paid my pet fees and 1 week payment. later that evening i received a letter in my door reminding me of the a/c cleaning. I stopped by the front desk to check my options for the cleaning since I have a dog and Ill be starting my contract work on Monday 7/1 so my dog is going to be in the unit. The receptionist typed in a message in my account about my request and encouraged to follow up in AM about my options. 6am sunday i stopped by the front desk to follow up and informed the new receptionist of my situation. She took my info and room number and told me that she would let me know. I went out with my dog and explored so room was empty for early cleaning if possible. 7pm Sunday night i noticed that a/c was not cleaned so I stop by front desk for update. The new receptionist said shell text her supervisor. 10pm i called the receptionist for an update. she said shell call me in 10min. 10:30pm i get a call to vacant the property if Im not able to take my dog out for the cleaning. I had to scramble to find a new place in the middle of the night. I asked for any options but i was consistently told to leave and reminded of the pet/room policy for mandatory access to the room. I said i have no problem with the policy but why is she just telling me to leave at 10:30pm in the middle of the night and I have 1st day of work at 6am the next day. no response so i find a new place and cancelled my reservation. very frustrated. i had to repack my stuff in a matter of minutes and move out. They worked so hard to make sure I was homeless that night. I requested a different room, one that was cleaned but she said they were booked. I looked online and i saw available units so she was lying. They also over charged

  

  Business response

  07/12/2024

  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 refund has been issued to our guest. 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.    

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩