ComplaintsforExtended Stay America

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid extendedstayamerica $100 deposit on a room I rented on 8/2/2024 and i.only got back $15 dollars they still owe me money paying me in.pieces. they number is ************. Now they told I got to wait for 48 on a case number they have build up for the problem. I should have to wait when they can **** up money off my card minutes. Why should I have to wait

  

  Business response

  08/15/2024

  We appreciate the opportunity to review the guests concerns. Upon further review, it has been confirmed that the guest did not pay a $100 deposit. His room rate was $80.50 and the $19.50 he received, was the difference back. Should the guest have any additional questions or concerns we invite him to reach out to us directly.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Checked in to ********** location May 18th. At approx 8pm - a guest walked outside the front door and UNRINATED ON THE DOOR - PICS ATTACHED . Per Manager ******* - he said he would take care of this as due to disgusting behavior and dirty property - we had to leave. Calls to corporate 9 *****) 3 times with NO RETRUN CALL and to ******* have left this unresolved. We stayed ONE night and you will refund the rest back to us - YOU ALLOWED GUEST TO URINATE ON THE ***** DOOR !!! Checked out MAy19. We stayed one night and will pay for ONE NIGHT. This location is disgusting!

  

  Business response

  08/15/2024

  Thank you for contacting us regarding this experience.  Upon receipt of this concern, I 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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A reservation was modified July 7th for a motel room at Extended stay America where the scams took place. My reservation # ********** amount was totaling $1919.72, Upon arriving from a sixteen hour bus ride drained and restless , Myself and my two minor children were ready to rest comfortably but once the check in process was completed , we decided to lay down and get some rest. Then finding human blood on their sheets, I called cooperate and mentioned these details to their team. Nothing was done regarding that issues I had to go buy new sheets from the local ******** After that complaint was made , I noticed the staff Had upper management arrived to the property July 8th checking every room and trying to cover up issues due to complaints from other tenants as well.I stayed here at *** on *********************************** 264 starting July 7th until July 30th resulting in the charges of $1919.72 My debt card was charged $2,246.87 as of July 28th.The call center *** I spoke to at that time stated that there was another debit card on file when i only paid with One debt card ending in 2875 exp date 11/26The front office Supervisor ****** made a mistake during their calculations resulting into an issue where the payments we not adding up correctly via Folio that was emailed to me by the *** who booked my reservation prior to checking in.I recorded the conversation last had the day 7/31/24 that the Supervisor who's named ****** checked me out the motel room without my knowledge or permission on 7/30/24.No employees called about the disc***ancy nor came to my room door regarding that disc***ancy they mad during the charges for July 26th, 27th, or the 28th. I went the office to make my payment for the week of 7/28/24-8/01/24. The night shift employee stated all I needed to pay for that week was $399.95. On 7/30/24 SP ****** stated I owed a total of $602 after I already was told I paid for the 4th week with discounts tax exception, on 07/28/24.I have the Folio documents and video.

  

  Business response

  08/16/2024

  We appreciate the opportunity to review the guests concerns and apologize for any disappointing experience they may have encountered. 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 that no refund or compensation will be given. Management has spoken with the guest about the situation in detail. Therefore, we consider this matter closed. 

   

   

  Customer response

  08/16/2024

   
  I am rejecting this response because: the emotional abuse and damages mentally that Me and my two children suffered while staying at the * ****** *SA. Thier management and staff treated us as though we not human . Their staff and house keepers did not speak any *nglish Makin it difficult to communicate that my stay was supposed to be extended . I had to pay for a lyft ride that costed extra do to he size and amount of items we accumulated while staying there. I'm requesting a full refund in the amount of $2,246.87. For the entire stay was uncomfortable and we were treated like animals while staying there it was a nightmare. I've never experienced this type of treatment neither have my children we didn't deserve how we were treated . My children cried and we were all embarrassed,  I even offered to pay them more to extend the stay they rejected it for no reason given . I never showed any aggression toward the managers ,nor staff . I was very respectful and got treated crule for a mistake they made in their computer system.*SA is not truly sincerely apologetic. *SA over charged me and I would like a full refund back .

  
  

  

  Business response

  08/21/2024

  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. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A 4-week online reservation was made for the hotel, with payments made at check-in. The hotel offered a weekly rate of $52.24 per night, I paid $459.20 and $100 deposit fee on July 16, then $459.20 on July 23rd. The rooms are meant to be cleaned bi-weekly, but the room was not cleaned on July 30. The hotel's manager ***************************** dismissed a complaint I made about the room's condition, and the room was flooded due to a roof leak. The hotel changed the room on July 31, and I was told a late fee will be charged if I didn't make payment by 3pm Aug 2nd. The hotel charged the normal $459.20 and waived the late fee, and I made the fourth payment on August 6 to check out on Aug 9th. The hotel charged $275.97 for three nights, which was $91.99 per night with tax. The manager informed me that I owe $362 from nowhere and I am disputing the charge and requesting a refund of the $100 deposit. This is day light robbery!

  

  Business response

  08/16/2024

  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 complaint was escalated to management for resolution. Management has informed us that they advised the guest of the date their room would be cleaned however, the guest was moved to a different room per their request. After further investigation, it was determined that there were no leaks in either room the guest had occupied. 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.  The guest made a 30-day reservation but checked out before their schedule departure date. Therefore, the guest's reservation was re-rated based on when they checked-out. Should the guest have any additional questions or concerns regarding this decision, we invite them to reach out to us directly.

   

   

  
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation for my with Extended Stay from July 6,24 - September 6, 24. I told them she had 2 dogs. When she went to check in the person there told her to go online and register her dogs as service dogs and they would not charge her the $140/week. She did that! She paid for the second week $342 and 2 day into it. They told her that she was being kicked out because she was fighting with someone and they broke her car window. This did not happen, they went back and looked at video and this was not her and they apologized. Her window is broken out beside she had just escaped a domestic abuse situation when he beat her and her vehicle, this is why she was there. Well 2 days later at 9:30 in the morning that they were now kicking her out because of the dogs and she had an hour and a half to get out because the room was all ready rented out. So when we returned the key, the ***************** said she would be refunded 3 days (Thurs, Friday, Saturday)So when I received $163.78 I asked him about the $100 deposit. So now it changed from she was only owed 2 days and that $$65.78 was part of deposit and they only owed me $34.22. When I called ****** and said I didnt get the $34.22, he said call corporate and hung up on me. I called back to get the number and he said ****** it! I call corporate ************. I call and they said they had to call ****** and get the ok to reimburse me. You probably can figure out how that went. He told them the $163.78 is now 1 day refund and the $100 dep. Now I want the full $100 not $34.22, because of how I was treated. If you look at the reviews against this location, ****** is mentioned a lot on the bad reviews. He is keeping money that does not belong to him. Business location is ********************************************** and Calvins number is ************. Also the refrigerator didnt work and was not fixed for 10 days.

  

  Business response

  08/12/2024

  We appreciate the opportunity to review the guest's concerns and apologize for any disappointing experience that the guest may have encountered. After further review, it has been determined that a refund was processed on July 18th, 2024, in the amount of $507.00. It was also confirmed that was not a $100.00 deposit taken on the reservation. No further refund or compensation will be considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly. 

   

   

  Customer response

  08/13/2024

   
  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. 
  

  Customer response

  08/14/2024

   
  I am rejecting this response because:
  

  From: ***************************  

  Sent: Tuesday, August 13, 2024 10:20 PM

  To: BBB General Info <*****************************************>

  Subject: 682452801EF4C

   

  I was not refunded $507. The charged my credit in error and refunded the error. The only refund I got was $161 which did not include my $100 deposit. Please see my complaint. Thanks Sent from my iPhone

   

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  Business response

  08/15/2024

  We appreciate the opportunity to further review the guests complaint. Upper management has confirmed that the guest was refunded on two separate cards that totaled $507 (folio attached). The $100 deposit was not taken on the reservation. At this time, we will consider this matter closed. Should the guest have any additional questions or concerns, we invite them to reach out to us directly.   

   

   

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• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked this three night stay through booking.com on April 27, 2024. I paid and was charged the full amount of 416.80$ on booking.com. My stay was booked for July 11 through July 14. When I arrived at Extended Stay in ********, they looked up my reservation and said they needed my credit card for payment and for the deposit. I told them I already paid but I ended up getting charged the full 416.80$ by Extended Stay as well. That transaction posted on my credit card on July 13th. Therefore, I was charged twice for this stay. I contacted Extended Stay by phone and they said they cant see anything about the payment on booking.coms end and that I should contact booking.com. I did contact booking customer service and eventually got an email with a link to provide payment pictures but the link is no longer active and I have tried contacting them several times in the last few days but bookings customer service line is not working at all. I would like some help getting one of those payments refunded since I was double charged for the same stay.

  

  Business response

  08/12/2024

  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 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.    

  Customer response

  08/14/2024

   
  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.
  The business refunded my credit card for the double charge that happened. 
  
  Thank you. 
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The pool was the reason why I chose this place. After we checked in the front desk informed me that the pool was not working. They were waiting for the county to approve it. I have a 7 year old and we were looking forward to the pool. The pull out bed did not have any sheets on it. I had to go downstairs to get them. The whole place smelled funny. Like an old man. The bed was extremely uncomfortable and its very outdated. I called guest relations 4 times and they ensured me that they will get back to me. Its August and no one has reached out. At this point I just want my money back. I have pictures. Thank you.

  

  Business response

  08/12/2024

  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 encountered.  At Extended Stay America we take pride in ensuring our customers satisfaction. This issue was escalated to management for resolution. Management has informed us that a refund was processed, and the pool is now in working order. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly.  

  Customer response

  08/13/2024

   
  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. 
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a booking due to the 6 pm day-of cancellation policy. When I tried to cancel around 5:30 pm on July 20th, 2024, I was unable to do so on the site and was also unable to reach customer service due to reroutes on the site. I was not able to cancel nor stay at the hotel and I would like my money back for the booking. I have attempted numerous times to reach customer service for the ********************** itself as well as booking.com and have heard nothing back.

  

  Business response

  08/12/2024

  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 cancellation policy.  The guest must 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.    

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I check my account on line and saw a charge for $109.98. I didnt make the reservation so I called and asked how can my card be charged for a reservation I didnt make. I was told I was charged because I didnt check so I was charged for a no show. I asked them if Im calling letting you know I was not the person that made the reservation why cant my money be put back on my card? I was told how they know that I didnt make it so I asked did you ask for an Id like a drivers license number or state Id, they said no so I asked how do you know if that person was me or not they said they dont. Im upset because my card was use to rent a room and the company never asked for an ID to prove if it was me or not. Now ** having a problem getting my money.

  

  Business response

  08/09/2024

  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 (Sandpiper) at (***********************).   

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nothing is affordable. my monthly rate has changed from 1400 dollars to 2600 in just 2 months. the rate is increasing and this is the cheapest option in the country. i have spent the last year or so traveling and there is no way myself or the average person can afford to pay 2600 dollars a month. i have knowledge of how the rates change over time but i think i am being charged more because of my demographics i have family that has checked rates compared to mine and we get much different rates. this isnt from inflation. blackstone is a horable company. i know a little bit about money and they shouldnt be charging people this much. ive gone through the sec filings, this is just the first step. they should be audited. there is never anyone available at the corporate phone number to express this too. theres is never anybody staffed at the front desk so im always locked out. i feel like im being charged a rediculous amount and the people here dont make more than 15 an hour and there isnt even management to speak to. i would like to start litigation myself. this is the first step.

  

  Business response

  08/12/2024

  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.  

  Customer response

  08/12/2024

   
  I am rejecting this response because:
  

  i was contacted by a manager at the ******* location i am in ********* and have already spoken to the manager on sight. *** lived here for 6 months and can not get in contact with anyone that has knowledge of how this company is run. when i contact the number they provide i only speak to a customer service person who has no knowledge of how the prices are made and why they change so drastically. i am being sent in a loop and am preapring for the next step. i need to speak to someone who has more knowledge or that wants to respond at all. its quite obvious this company isnt run correctly. i just want to give extended stay america a chance.

  
  

  

  Business response

  08/16/2024

  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 rate was $82.65 from July 22nd, 2024, to August 22nd, 2024. Per the registration card that was signed by the guest, "Extensions of stay requests are subject to rate changes and availability." The guest's had extended their stay twice. Therefore, no refund or compensation will be given, and we consider this matter closed.

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