Complaints

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel on 3-15-21 at 5:35 pm at *********************************************************** location. I was told by the young lady ** the front desk at 5:52pm that they didn't have any more rooms and I wouldn't be charged.She told me where the close** extended stay was located and I **ayed there. I was charged for both. And they are refusing to give me a refund. I want a apologize from everyone involved in this mess up.

  

  Business response

  03/24/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Upper management has informed me that a refund has been processed back to the guest. The guest should allow **** business days for his refund to reflect on her account. 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

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a room to rent. I selected a room with a Queen *** and roll out sofa ***. This room was rented for two adults and 3 children. When I arrived I was told no rooms had a roll out *** and 5 people would have to sleep on a queen sized ***. I could not do this and was told by staff that the stay would be canceled and I would be refunded the full amount. Extended stay still charged me for the one night even though they failed to notify me ahead of time that they where remodeling the building and no rooms had two ***s as stated upon booking. I was forced to find other accommodations. Extended stay stole my money by lying and never giving the refund as they said they would do. I feel corporate needs to get involved as this is not the kind of business tactic that they should employ to a loyal traveler who has stayed with them many times in the past.

  

  Business response

  03/24/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Upper management has informed me that a refund has been processed back to the guest. The guest should allow **** business days for her refund to reflect on her account. Again, we apologize for this experience.Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the beginning of February of this year my wife, our 14 year old cat and my wife have all been exposed to the toxic black mold A nurse that lives about two doors down from us told us that it was black mold after we showed her pictures of it, It is under the sink in our bathroom, the current manager *************************** has been repeated made aware of the issue and has still refused to do anything to better the situation other than bully, threaten and continue to try to take more money out of me, Wed like to leave but we need money and due to her we have nothing because she took it all

  

  Business response

  03/21/2022

  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 our number one priority. Upon receipt of this concern, I immediately contacted upper management to review this situation in detail.  At the time of my call, upper management has informed me the room was inspected and there was no evidence of black mold. However, the guest has stated that he will be finding another place to stay. Management and the guest have agreed that there will no charge to his stay for the remaining of the month if he departs by March 31st. Should the guest have any additional questions or concerns we invite him to reach out to us directly.    

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been staying at this Extended Stay since November,2021. I was planning on staying till Jan 2022 and thought my room rate would be consistent. It wasn't. I got a discount since I was staying for a while, but the rent rate increased in Jan. I further extended my stay and the rate kept rising. The increase was due to "capacity" I was never told the rate would increase. Their "capacity" should not be my problem. If they raise their rates and want to charge "new guests" a higher rate, fine but why should I be penalized when I'm a "long term" guest. I was told the rate would go back down in April when their capacity was low so they could get people to stay there. My rent gets paid every Fri. . A couple of weeks ago, on a Thurs nite, I was locked out of my room, when I went to the office to see what was going on, the desk clerk told me the Mgr told her my rent was due that day. She knew I normally paid on Fri.. She was kind enough to give me a key that would work. The Manager never said anything to me abt the rent payment date change.. Next week I got a call at 9 pm Thurs nite- my rent was due. No not until Fri, I said. When I went in on Friday to pay, the Mgr was there, took my rent payment and never said anything about the date change. I thought it was a glitch. When it happened a 3rd time, I went in to pay my rent on Fri & asked the Mgr why the change. She didn't know but would call & ask someone at corporate to explain it. Turns out, they said i owed $250.00. The desk clerks undercharged me. so I owed them. They tell me how much I owe, I put my charge card in the machine and we complete the transaction. Why is it my fault and I have to pay them when I've paid them what they told me I owe? I was told either pay it or leave. The Mgr then said she'd let me make payments on the $250. Wow!! Such a favor! Why don't they recognize emotional support dogs, why I have to pay for their mistake & why my rent my rent increases because of their capacity

  

  Business response

  03/21/2022

  We appreciate the opportunity to further review the guests complaint. 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 that there can be a rate increase to her stay. Also, the $250 charge is for a pet fee, the guest has a dog that is not considered a support animal per policy. 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

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the last several months, once monthly they have been overcharging me. I asked to have this addressed and they stated their computer was right my receipt was wrong. If I was not charged the overage it would not show. I have tried to reach out to the ** in the past, but everytime he was supposed to meet with me "his mother was sick". We had a fire in the room next to ours and not a single person from the hotel addressed us. They need to fix my portfolio charges and actually speak with me. They also seem to be avoiding the tenants rights which they got into trouble in ********** for.They changed my check in date which they have yet to fix or give me a letter stating my actual date of check-in date.

  

  Business response

  03/21/2022

  We appreciate the opportunity to review the guests concerns. Upper management has informed me that they will review the guest's folio and will make any necessary adjustments if errors are found.  Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spent about 600 to be kicked out of our room for complaining about finding bugs on our bed. We were treated like we were in the wrong because of the uncleanness of the establishment.

  

  Business response

  03/24/2022

  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 our number one priority. Upper management has informed me that the guest's room was inspected and there was no evidence of any bed bug activity. Management has attempted to contact the guest to discuss the situation in detail. Should the guest have any additional questions or concerns we invite her to reach out to us directly.  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  march 5 2022 I had made a reservation for my boyfriend and i to stay 1 night. my sister, her boyfriend and her dog were with us and had a hotel down the street. when i entered the room it smelled very strongly of weed, the bathroom door had been kicked in, there where burn-holes of some kind in the floor, and blood stains on the bedside table. It was not somewhere i was comfortable staying and absolutely not as advertised. So i went to the front desk and told her what was going on with the room and asked for a refund. she told me that there was no manager until monday and that they would mail me a check. I went to get the keycards for the room and came back to drop it off but again asked to talk to a manager and she said she was talking to them on the phone. I said great ill wait to talk to them. she said no. i continued to ask about it and said i would wait and stepped outside of the office to take a personal phone call. the front desk girl followed me outside. cursed at me because she thought i called her a name even though i was clearly on the phone, and told me to leave. i told her no i just wanted to talk to a manager and get my money back so i could find another place to stay for the night. she proceeded to turn off all the lights and leave. i left and called the customer service line the following monday again asking for my refund. they told me a claim was opened and i would be called back in 48 hours. when they never called i called again, they told me the manager had just closed my case and no refund but they would reopen the case and it was going to a higher manager and they would call in another 48 hours. when they didnt call again i called at 3rd time asking what has happened, the lady put me on hold for a while and came back claiming i had "abused the staff" and denied my refund again. bottom line the room was disgusting and i did not stay there they have stolen money from me and provided no service.

  

  Business response

  03/18/2022

  We appreciate the opportunity to review the guests complaint. Maintaining a safe and comfortable environment for all of our guest's is our number one priority. Upon further review, management has spoken to the guest recently regarding her complaint and explained that there will be no refund or compensation due at this time. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me $169.00, unauthorized charge in my card and stated that it was a pet fee applied $25 each day automatic for 6days with taxes. I never signed a paper stating I have a pet nor agreed for a pet fee. I do not have a pet! According to federal laws, I do not have a pet. Not even an animal. An *** is not a pet nor an animal! I even contacted DEPARTMENT OF JUSTICE AND I was informed that what I have is not a pet nor animal and that I need to be refunded. I even have paperwork that I am qualified for fair housing laws. The state of PA even have laws not to charge for *** AND the manager ********************************* left a voicemail in my phone stating that she wont follow PA laws. She needs to be arrested for not following the law.

  

  Business response

  03/15/2022

  We appreciate the opportunity to review the guests concern. 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 pet policy. Per policy, cats are not considered service animals and therefore, the guest was charged a pet fee. Management spoke with the guest in detail regarding her concern and no further action will be taken. We consider this matter closed and if the guest has any additional questions or concerns, we ask that the guest contact us directly. 

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at the Phoenix-*****-Airport location on 2/19. The hotel was extremely dirty - dirt and marks on walls, visibly dirty furniture, greasy film on walls of the elevator. The room was even worse - sticky/greasy carpet, smelled heavily of smoke, torn and dirty furniture, cigarette ***** in the drapes, cigarette butts in the stairwells. I arrived very late and shortly after the front desk staff was gone. The breakfast area was not clean - so no "free breakfast". When I left in the morning someone else was yelling at the staff, so I called customer service the next business day and have called every 2 days since. The management does not respond except for an email from the hotel manager thanking me for my "positive review".

  

  Business response

  03/14/2022

  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 our number one priority. Upper management has informed me that a refund has been processed back to the guest. The guest should allow **** business days for her refund to reflect on her account. Again, we apologize for this experience.Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Extended Stay America headquarters on January 24th, 2022.I was told that this call was recorded.I asked the call center agent if my money would be refunded if I checked out early.I was told that my money would "of course be refunded" if I checked out early.After being told this...I reserved a stay for seven nights online for $444.36.Unfortunately...I did have to check out after just one night.After my money was not refunded for the six nights that I did not use...I called their headquarters about it.That's when the story changed...and I was told that my stay was not refundable.I explained to the agent what happened...and asked them to go back and listen to my phone call.I was then told that the most she could do was to reprimand the agent who had misinformed me...which does not help me.If I was misinformed by the agent that I talked to on January 24th...that is ***** mistake.I do not feel like I should have to pay for their employee's mistake.If *** does not want to refund people's money for early checkouts...fine...but don't tell people that their money will be refunded if it will not be refunded.I am seeking a refund of $380.88 (My complaint is directed at *** Incorporated...not the hotel that I stay at.)

  

  Business response

  03/14/2022

  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 refund policy. There will be no refund given if the guest made an advanced purchase reservation and checked out early. 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.    

*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. ↩