Complaints

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for four months of hotel stay during the pandemic. I believe someone is lying about what happened to me because theres no way to block my hot water and not move me to another building with hot water for four months during the pandemic when there is a stay safe and stay confident promise and guarantee. I have stayed with their hotel in ********** ** many times. This type of thing would never happen at the other location. When there were problems like this at the other location, the manager would come to talk to me and comp me for any nights of lost amenities and service already paid for.I am not sure how they pretended to be fixing it every day with the plumber truck out there for four months. It was during the winter and it was disgraceful and rotten to do to me instead of letting me move to a new room with hot water. Please at least comp me for the time without hot water. That would be about $5,000. Thank You I have tried emailing the *** but he is some kind of insensitive cruel careless idiot. Is there a board over that *** that I can please write to?They didnt let me stay confidently as promised even though I paid. Please either refund my money or cancel your stay confident commercial channel in your hotel. Thank You

  

  Business response

  03/18/2022

  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. At this time, management is communicating with the guest, discussing their claim and providing a resolution. 

  Customer response

  05/23/2022

   
  Complaint: 16853053
  
  I am rejecting this response because:

  Hello again.

  The bait and switch tactics of their bad business ethics have resurfaced. They said they called when they have not called and have not left a message. Since then I was promised to be contacted several times and they never did.

  Then they asked me how I wanted to be contacted. I stated email because they had refused to call me and did not prove to be willing to speak with me at all. They still have not attempted to resolve any refund nor any compensated stay. I am tired of getting played with words. I will be pursuing this with legal support as nobody has done more than lie to me with false promise of resolution and false promise of being contacted.

  They sat there and refused to help me no matter how many times I have continually tried to stay up to date with our communication. I am sorry that in the more than 12 years of writing to the BBB I have never been helped to get anyone to keep their promise and guarantee of getting what I have already paid for.

  
  
  Sincerely,
  
  ***********************

  

  Business response

  06/02/2022

  We appreciate the opportunity to further review the guests complaint and apologize for this disappointing experience. Upper management has informed me that they have reached out to the guest regarding his concerns and is waiting to hear back from him. When the guest responds, we will make every attempt to continue to resolve. Thank you.  

  Customer response

  07/07/2022

   
  Complaint: 16853053
  
  I am rejecting this response because:

  Hello ******,

                           The continued false promise and total lack of any proof of them ever even proposing one solution shows that they have continually lied to you by promising a resolution several times and I am tired of having to reopen the complaint again.

  Why do they get away with terrorizing me during the pandemic with no hot water and nobody in their customer relations and ********************** were able to stop this same type of bait and switch false promise tactic to delay and avoid being charged with certain crimes because of forcing a delay is not possible.

  Because I have contacted legal support I have found they are caught delaying me and that proves their guilt and regardless of their delaying me they can still be sued for those crimes.

  I have stated many times I want my money back now. I already asked for a comped stay of four months before and that is not acceptable now because I cannot trust this horrible fake hotel corporate entity of nobody in the whole company ever makes sure anyone ever does their job correctly.

   Please re open the complaint to allow them one last attempt to refund me my money and offer me a 4 month stay at their hotel in **********. I will accept the refund and not stay in their hotels ever again. If they are dumb enough still to not refund me then I will have an easy field day in court where the only thing they can do is reply with the same lies before they los and then be forced to repay me or they might wind up in jail.

   

  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/19/2022

  We appreciate the opportunity to further review the guests complaint. Upper management has informed me that they have spoken with the guest in detail regarding the situation. Should the guest have any additional questions or concerns we invite him to reach out to us directly.  

  Customer response

  03/22/2023

   
  I am rejecting this response because:                                           Will you please re open my complaint. I dont want to let them get away with what they did wrong to me. I am sorry you werent able to actually check to see that they never actually offered any solution and they lied to you each time you told me you spoke to them when they said they were working with me. They never helped. They never wrote back. I did speak to one guy who agreed to buy some pictures but he never sent me any money although I sent some good pictures. I thought that new manager named Street might try to offer me four months free stay there or at another location. Please help me to get my money back or four months free stay at another location perhaps in *********** area. I am around *********** now.
  
  

  

  Business response

  03/27/2023

  We appreciate the opportunity to further review the guests complaint. Management has informed us that they have made attempts to speak with the guest regarding his complaint however, the guest has failed to respond. At this time, we will consider this matter closed.  Should the guest respond, management will make every attempt to resolve.  Thank you.  

  Customer response

  05/11/2023

   
  I am rejecting this response because:
  
  

  Please help me.

  I spoke to some guy named **** at ************ I he asked how I have been.

  When I explained what happened to me recently at another hotel stole all of my things he showed less concern for me and didnt help me after all. Although he refused to give me any money back, any refused comped stay as a solution too, he did say he would ask someone on my behalf and tell them I will be happy to accept half the money back $2,500 and one month comped stay at the *********** North location or *********** airport location. I will also be happy to consider a few other ways of money and comped stay figures. Perhaps $1,500 and 3 months comped stay at *********** North location or *********** airport location. So far nobody there at the corporate has ever suggested a solution. Nobody at all ever offered me some kind solution. Each time all they have brazenly said is no. Only saying no to me each time after telling you they are working with me isnt a way to work with me. Only saying No to me each time I call back in hopes they finally came up with something because they said they look forward to talking with me each time hasnt proved them to ever try one single time to offer a resolution. I think they are happily getting away with finding the BBB to be illiterate because you havent been able to understand me the twenty times I reported to you these a******* are stringing ** both along by promising you to do something they still never did one single time of the many times I have been forced to reopen the complaint. How many times do you think it will take for you or someone there to actually comprehend when I tell you again they lied to ** both and simply told me no after all of that cued up work and follow up stuff I did, why havent you ever followed up with me to ask them exactly what solution have you offered to **************** besides just telling him no and expecting him to just go away and bend over for you again and crawl back to BBB to get some more empty hollow words expecting **************** to just wait some more after years of waiting, after years of false promises, after years of lies from Extended Stay America to the BBB why dont you ever get mad enough to actually ask them what solution they worked and offered?

  Why cant you wake up too?

  Why am I still getting ripped off by the ********************* ************ mafia threats via the Extended Stay SA where he threatened to rip me off and did so after flaunting to me he can block my hot water for four months and proved he can steal everything I own from a similar named hotel just because I found his number and tried to get help from him I found it was him and some ************ mafia criminals doing it to me intentionally and they sent some a** hole named ***** to the ************** to brag to me and tell me the lies they were going to say next. That ********************* shouldnt be allowed to represent a company with the name America in it. I dont know what yall ************** people arent helping me for when I am ******** descendant who spent every summer going to ************** to my Aunt ****** house outside ********** with more than a hundred of ** at family reunion with whole pigs on the bbq pit and real blue grass music. I know what our color of plaid is too.

  Maybe I will call up my family and ask around who up there do we know to help me beat these bullies by forcing them to do their job and keep their word and prove and show you cant get away with that c*** at work for your own personal enjoyment which makes light of criminality and steals everything I own next after trying to kill me with no hygiene during pandemic because of no hot water. WAKE UP AND HELP ME PLEASE! Ive never gotten help from the BBB during the past ***** years since I started writing

   

   

  Sent from my iPhone

   

  

  Business response

  05/11/2023

  Dear ***********************:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America Arlington (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 (***************************************).   
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a long term client in this hotel for over 10 months. I be verbal attacked by one of black woman working in the laundry, on feb 12th 2022 and Jan 15th, in the early morning. I be told I be forbidden to call the front desk and ask anything I needed. That Old black woman called *****************************. As I heard from other customers complaining,they also be treated very rude by this balck woman yelling and being very rude. around 1:50 am to 2:30am, JAN 15th, 2022. I went down stairs 3 TIMES, to exchange my towels. I used the red phone hang on the lobby to reach out the laundry staff. But no one came out to answer the phone. I have to went to the side laundry door to knock... I hear very very loud TV sound came behind the laundry door... but still no one open the door....After around 2 to 3 minutes finally she came out but with extreme rude attitude shouting to me : "do not know knock the door!" .... but I explained I called 3 time by the red phone but no one answering.... but she not listening my explanation and keeping rudely arguing. I told her I need one 2 towels and toilet papers. She suddenly showed her CONTEMPT and start LAUGHING my pronunciation of the word "towels." When she brought the towels back, I noticed the front desk ring started ringing again for about 2 to 3 minutes. But she still never came out to pick up the phone call at all. I only got one small roll toilet paper....I asked another one but she rudely refused with :" No way."In Feb 12th 2022, around 2,30am to 3 am, I went to exchange my towels, this black old woman yelling to me to tell me I be forbidden to call the front desk and ask anything. I did my video recording. The next day i showed to the manager his name is Aby. He promised me he will help bring everything I need as long as I gave him a call. But when I call, no one pick up the phone. Basically they promised nothing it's just a lie. Thus hotel is a huge mess. The police come over here all the time.

  

  Business response

  03/15/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a comfortable environment for all of our guests is our number one priority. Management has informed me that they have spoken with the guest and her concerns are currently being investigated. Should the guest have any additional questions or concerns we invite her to reach out to us directly.   

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a reservation on Feb 4 for March 4 for 30 days, I later found out near my arrival date that the rep made a mistake and booked it for Feb instead of March, so that issue was supposed to be rectified to rebook and make sure I got the same price that was given on the first initial reservation after telling them I couldn't pay anymore than that. I told him what all I was going though so needed the initial price, he stated a request needed to be made and they'll get back to you in 48 then stating you should book another reservation so when they call they know whats going on, neglecting to tell me he was going to cancel the reservation/if I didn't go they were going to charge me a 100$ fee for not showing up, he didn't tell the hotel that it was made for a complaint report not an actual reservation. So I called again to figure out why that location charged me a 100$, they said you never showed up. I informed the lady at the hotel I wasn't shoot show up, that it wasn't my reservation date, the reservations rep suggested to make another one so a particular department can call me to fix my messed up reservation from March. She was highly rude, at the end she said she'll hear the audio and return the money if that's what happened, that was last week. I called again she's out of the office, I call their customer relations department and there telling me to call the hotel. I'm already going through enough, their not making it any easier like advertised just to point out.

  

  Business response

  03/11/2022

  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 his 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

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Original date of the transaction was on 12/11/21 for what I was told was going to be a 2 bedroom-2 bathroom suite at the cost of $237.85. I had contacted the reservation number to ensure that I was able to book and I was getting the correct room. I had purchased the room under the intent that I would be getting the 2br/2ba suite and I am able to book since I was under the age of 21 at the time. I had purchased the room over the phone and on the reservation email, i had understood it as a 2 bedroom 2 bathroom suite. At the time arriving to the hotel, me and my sister had to wait for about 1/2 an hour to get the reservation transferred to my sister (*********************************), due to me being under 21. Getting ready in the morning, I noticed that there was only 1 bathroom in the room, stains on the floor, mold and dust growing on the air intake vent, as well as public hair on all of the towels. That evening, my sister had spoken to the employee and they moved us into a different room and had said to contact the next day to get a FULL refund. Upon calling, they denied a full refund and offered a partial refund of $78.17. Upon attempting to escalate to the district manager, I did not recieve a response. I am highly allergic to dust and have many allergies. I ended up having to purchase multiple bottles of allergy medication to avoid an allergic reaction with the room.

  

  Business response

  03/11/2022

  Thank you for contacting us regarding this experience. They guest booked an Advanced Purchase reservation and per policy, this type of reservation is non-refundable. As a courtesy, the guest was refunded $78.17 and there will be no further compensation or refund considered at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by H363137**3238313831H staff LO Consumer states he was staying at the hotel on a day by day basis. The staff member advised him that it would be hard for him to book because it was December around the holidays. She advised the consumer she was going to book the room to hold it for him but he would have to come back with the money the same day. The consumer advised her that he wasn&#**;t sure if he could stay on those days because he didn&#**;t have the money so he asked her not to book it. The consumer ended up going back to the hotel the next day and when he got there he was advised his business was no longer welcome because he booked the room and never showed up. He told them that he never booked the room and explained to them that he told the other staff member not to book the room for him but she must have booked it anyway. The consumer states he is no longer allowed to book a room at the hotel unless he does it under someone else&#**;s name due to this issue.

  

  Business response

  03/09/2022

  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

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been staying here since 11/10/21 to current. They have not cleaned my room since check in,not even once. They have not swept or let alone pass a single mop since I been here. I've put 5 maintenance request for no heat even on the coldest day and even offered to switch my room for another room. I'm paying $3600 per month for nothing not even basic human needs. Including providing heat.As a disabled veteran looking for affordable housing with the VA help, but still shouldn't have to live in this matter.

  

  Business response

  03/04/2022

  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 they have fixed the guest's heating unit in his room and is working with him in regards to a schedule that they can come in to clean. Should the guest have any additional questions or concerns we invite him to reach out to us directly.   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently, I am having issues with the current manager at the *************** location. I am wondering whether or not it is discrimination or just that she does not like me. I know of another African American couple who is also having issues with her. She is constantly spouting out rules and regulations, but can not provide any documentation. I have been here almost three years and the past 4 months or so have been very miserable. I stay to myself and rarely come out of my room so I don't understand. she is rude and obnoxious towards me and others of my race. I don't have issues following rules, but provide me with the standards and I will not have an issue. I wrote policies in my former life (during my government service) and have served in the military, so I understand policy when it is accurate and in writing and not being spout out without documentation and can change daily. In fact, ************** trying everything to make me leave. I would not like to leave on such a sour note, so any help you can provide I would greatly appreciate it. I did not have any problems with the former manager and staff, who seem to be around for more than a couple of days. I have seen so much turnover here something has to truly be wrong. Please advise. My email is **************** Thank you.

  Customer response

  02/27/2022

  full name:  ***********************

  hotel location:  ***********************************************************************************************

  

  Business response

  03/09/2022

  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, management informed me that they have been in contact with the guest and ensured that management is following company policy. There has no evidence of guest's claims. Should the guest have any additional questions or concerns we invite her to reach out to us directly.  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I Paid Every Single Time They Ask Even When Money Was Stolen From My Room Im getting the run around and even beating around the **** like seriously I cause zero issues and problems unless it affects my family which it currently is I just would like my money

  

  Business response

  02/28/2022

  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, management informed me that his claims of money being stolen was appropriately escalated to a third-party insurance company to review and handle. Should the guest have any additional questions or concerns regarding the status of his claim, we him to reach out to us or the claims adjuster directly.   
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to live in the hotel located in ********, ******** on Fort Rd. Although they advertise free complimentary breakfast and free wifi- the site does not provide these services to the level of when I began living here in Oct 2021. They never have anything more than cheap coffee that never lasts and never provides any oatmeal. My complaint however is solely on I have noticed that the wifi has been metered to the level that every guess is now using their own mobile devices since the hotel now does not allow consumers to connect to it successfully. I have had to contact the corporate office as a scheme was taken place at this site and they have lost money and now extending their losses to the consumers. Please look into feedback as to why the internet is no longer accessible. In addition, when I over-lapse and overpay my ****- they have no return to consumer set in place which is too much for many guests to swallow. If I overbook even through the third party of Priceline I should be compensated or discounted and this has happened 3 times with no resolution. The hotel manager refuses to contact corporate for any resolutions due to the apparent losses and firing of a team member named ****** which I made a complaint about the hotel scheme.

  

  Business response

  02/25/2022

  We appreciate the opportunity to review the guests concerns. Our breakfast is fully stocked every morning with oatmeal, two baskets full of four variety of bars, full basket of muffins, and coffee. The Wi-fi had a very brief term for streaming however, that feature did not function properly and was cancelled. In regards to the guest's ongoing reservations, we are not permitted to cancel, change or refund a reservation made through a third party. The guest must reach out to the appropriate booking channel to inquire about their policies. Management has reached out to the guest to speak about the situation in detail. There will be no refund or compensation given to the guest at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Ive been staying at this hotel since November 2021, due to housing issues. Mid December, they started having issues with their hot water. Never apologized, never compensated, nothing barely acknowledged that it was an issue. 2 weeks later, still no hot water, and NOW no heat. Its January in ********, its snowing and well below freezing temperatures. So they moved me into a different room as a courtesy. This room still no hot water, no heat. So now, end of January, Ive been moved 4 times, due to no heat and the building every other day has no hot water. My son developed bronchitis due to the freezing temperatures INSIDE the building. Keep in mind, throughout this time, Ive paid for my stay. Since December, Ive paid well over 1200$. Not once have I gotten an apology or acknowledgment nor have they even given a credit. They have however managed to install new toilets into every room. I feel like it would be best for BBB to do what they do best, and if you feel as I feel they shouldnt be operational, then please do close it down. I do not plan on spending any more money here.

  

  Business response

  02/24/2022

  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, management informed me that there was a couple of hours that there was not enough hot water but, there was still warm water that the guest could use until the vendor came and fixed the problem. Therefore, there will be no compensation or refund will be considered at this time. Should the guest have any additional questions or concerns we invite her 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. ↩