Complaints

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  prior to Nov. 19,2021 my daughter reserved a room for 10 days at this Extended stay America motel. On Nov. 19, 2021 I took her to the motel and we decided that she would only need 1 week so I paid the $381.50 required for those days by credit card. The receptionist said I needed to also leave a $200 deposit that would be returned to my credit card upon the end of my daughter's stay. My daughter took the key to the office when she checked out and all was o.k.Then when I got my cc statement I was refunded only $36.50 and when I called they said she stayed 2 more days which she did not. They said they had proof she requested 10 days. But we changed that when she checked in. The receptionist evidently did not change the paperwork or something but I should not have to pay for days unused because of their error. my daughters name is ***********************. The payments were in my name although they had her sign the paperwork. The confirmation Number for all of this is **********. I would appreciate any help you can give. (I saw the room and it was really shabby but we had already paid so she stayed but not the extra days!) She was in room 254.

  

  Business response

  02/24/2022

  We appreciate the opportunity to further review the guests complaint.  It is the policy of Extended Stay America that if a guest checks out prior to their scheduled departure date and the revised length of stay falls into a higher rated length of stay tier,we will re-rate the entire length of stay to the rate that corresponds to their actual length of stay.  Our guests reservations were originally made for 10 days at a rate based on that length of stay.  Our guest checked out after 7 days, which altered the agreed rate to change to a higher tiered rate.  Per the signed guest Registration Card (attached), the guest was fully aware that my (our) rate is based on the length of my (our) stay and method of booking and understand that the rate may increase in the event I (we) depart earlier than the date noted above in the departure date.  The full deposit was not refunded back to the guest because it was used to cover the amount to cover the balance for checking out early. Should the guest have any additional questions or concerns regarding this decision, we invite her to reach out to us directly.    

  Customer response

  05/02/2022

   
  Complaint: 16781077
  
  I am rejecting this response because:

  I have waited the 30 days.  The company continues to say that the reservation was for 10 days which it was originally, however when we checked in the clerk was suppose to cancel that and instead make the stay for 7 days (proof for that is that she charged us for 7 days!)  I see no reason why I shouldn't get my full $200 back! I don't even know why I had to pay it in the first place!

  please advise.

   

  Thank you,

  ***************************

   

  
  
  

  

  Business response

  05/02/2022

  We appreciate the opportunity to further review the guests complaint. Management has spoken with the guest on numerous occasions to explain to her that she was charged the re-rate when she changed the reservation. There will be no refund given and we consider this case closed. 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've stayed at the Extended Stay America **************************************************** in January 2022. I can't remember the exact date but Manager **** charged my card and made my account go in the negative, I called the front desk and told her to call my phone before she just charges my card and don't charge my card without my permission. **** got upset and told one of her employee that I cant extended my stay. So I had to drive 2 1/2 hours to get all my things out the hotel, I've been there literally a month. I didn't do anything wrong, all I did was tell **** don't charge my card and now she's mad and made me leave. I asked to speak with **** and one of her employee's told me she wasn't in today and she will call me and never did. So I'm definitely telling my friends an family what happened and to not do business with Extended Stay America. I've spent alot of money with your company and this is how I get treated in the end.. I'll take my money somewhere else where they appreciate their customers.

  

  Business response

  02/22/2022

  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, a refund has been issued to our guest and the manager has spoken with them in detail about this situation.  I am sorry for the aggravation and dissatisfaction our guest has experienced.  We strive to be the lodging provider of choice for all of our guests, and it is clear we have failed in that mission.  Thank you for providing us with this opportunity and please let me know if you have any questions.    

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had stayed at this hotel two .nights with no.issues, I was supposed to stay Feb *****th. It was a third party booking where I'd never used cash out of pocket, it was prepaid thru .the 3rd party. When I came to check in the 14th, the front desk lady ****** was on duty. I had talked to her on 2-12-22, I had gotten some bleeding towels on the 12th, earlier that night, I called the frt desk, she was on duty, I told her, they broke me out an.my skin was in red blotches, she said when she got off she would bring me towels, . She never did. So, on 2-14-22, we had a week.reserved thru the 3rd party, I.got to the ofc to check in, she was there, she found our reservation for my husband an I, as soon as I gave our ID an.bank.info, she said we'd have to.pay money, I told her it was prepaid thru the 3rd party an that we'd never paid cash, she said, yes you did, yes you did, I said no we never paid that way. She then went to.the back an came back.with her phone talking to her mgr telling lies an..misinfomation on me. The mgr sided with her that I had to.pay up.front with cash, they wouldnt honor our prepaid, an their two.emoloyees checked us in an out, using my husbands.pre paid info.on file before, this lady was the problem. She told me nothing there was free, I never asked for free, I told her how we had paid an she saw the appt an our method of pay. she called her mgr The mgr sided with her an said that was the policy, but it wasnt because they saw it in their cmptr. No. one.there had ever asked us.to. Pay up front, only this woman. She .created the scene when two Other people came in, she told her mgr I was loud an disturbing her guests, all.untrue.. ************ is not honoring rhe agreement they went into.with the 3rd party. I chose to.leave that hotel,. i want BBB to know this business misrepresents, an dont honor 3rd party when they use it, but didnt this day.

  

  Business response

  02/17/2022

  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 encountered.  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 location (address, city, state)you are referencing 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

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had booked aN extended stay until the 21 dec but extended stay checked us out a day early. All our belongings were taken. I took a video and photos. The books are over $100 each and are textbooks we also left other personal items. From video that I can see: Tillamook ice cream $6 Pickles $5 Gluten free bread $8 Butter $4 Cream cheese $3 Mayonnaise $5 Sauce $4 Cheese $8 Desk! I was provided an email address and a phone number to make an arrangement to get my things back I called an email hundreds of times never responded I went to the location three times and they could not find my tthings

  

  Business response

  02/18/2022

  We appreciate the opportunity to review the guests complaint. Upon further review, management has spoken with the guest and advised her that there is no evidence of her belongings being at their property. Therefore, no refund or compensation will be considered. 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. ↩