ComplaintsforExtended Stay America

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 25,2024 me and my wife checked in at our extended stay suite at ************************* we entered the room it reeked of cigarettes, there was no microwave,couch,or dishwasher. The sheets had human hair all on them the tub was build with scum,all the appliances were very yellow including the tub. We didnt even bathe there we couldnt bring our three year old daughter there we didnt feel clean,we only slept hotels in the area were booked. Check out day, we got in late Check out is at 11 plus I still didnt get my receipt for the purchase of stay, my wife calls to see if we can stay 30 minutes after and get a receipt,front desk worker rose instantly has a attitude telling my wife no we cant stay ok fine, soon as shes about to ask for the receipt rose say you need to leave and hang up its only 10:20am 10:30am. Me and my wife goes downstairs to see if we can get the receipt she already knows its us Im guessing,before my wife can say anything she yells Im calling the copsso we are confused we go back up stairs pack our things we will just talk to her when we leave. When we get down stairs the ** ******* is there we tell her we want a receipt also explain what happened she says okay with her demeanor we already knew who side she was on, she ignore us for about ***** minutes then a cop walks in saying hes there for me and my wife because we are refusing to leave,so we are confused I start telling the story rose comes from behind the wall start yelling at me and my wife calling us names to where the cop had to calm her and her manger down. As rose is yelling she has the receipt in her hand so I feel she intentionally called the police on me and my wife,stating we wont leave and she had the receipt printed the whole time. I have anxiety and hypertension this could have easily been avoided this is very very unprofessional, with a ** there it should have never went the way it did instead of her telling her employer to take a breather she joined the fire.

  

  Business response

  08/08/2024

  We appreciate the opportunity to review the guests concerns. Upon further review,the guest was advised properly that based on the incident that occurred, there will be no compensation or refund considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer response

  08/08/2024

   
  I am rejecting this response because: the requirements for my room was not met . I did not have a microwave in my room,I didnt have dishes or a dish washer, i had no couch no decor in my room the tv didnt work I can keep going. I also have pictures and videos of the room, the only thing I dont have is video of how poorly your staff acted towards me and my wife, I reached out to you guys company a couple of times with no response all I want is a refund and Ill never use you guys business again. I spent my money with you guys what did I need to argue with your staff for? There was no need too, they were going through there own personal problems and decided to take it out on me and my family, unacceptable.
  
  

  

  Business response

  08/09/2024

  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 at this time. 

  Customer response

  08/09/2024

   
  I am rejecting this response because: as I stated Im not giving in until I get a refund everything that transpired was unacceptable and I work very hard for my money. My room was not what was promised and got treated like a piece of c*** by your employers,  I still havent heard back from management about anything so what was handled properly? I dont want to take it no futher than this if I have to call the news, the mayor, and the state I will with videos of what I was supposed to have, also videos of how disgusting your employers treated me and my wife also if I have to go to the police station and get a report of how she told false news I will. Even how you guys are acting now is unprofessional, Im telling you how your employers treated me and my family and I once didnt hear back from you guys, but with the same response seeming like its a automatic response system. 

  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stay at this hotel from July 19, 2024 - July 20, 2024. I paid $211.59. My stay was a terrible experience. Nothing in the *****-infested hotel room worked, the television, the phone, the shower, the toilet, and there was no one at the front desk to ask for assistance when I needed it. I felt so unsafe at this establishment that I was only able to sleep for 3 hours before leaving. I reached out the corporate office through an online complaint and I called a few days later asking for a supervisor to call me. No one has reached out. I called today to ask why my $110.50 deposit has not be credited back to me and ask about my claim, and they had no record of my complaint. They still have not refunded my deposit, and I would like a full refund due to the conditions of this hotel. They should not be allowed to rent rooms that don't have basic amenities such as a telephone and shower.

  

  Business response

  08/08/2024

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Management has informed us that a 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

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July ******* amount of money paid ****** the business committed to provide a room with an ****** incident fee attached at check in and it will be return within 2-5business days the nature of dispute is its now August 1, 2024, and amount is still pending with our banking institution. The hotel and another intensity business assuming price stating it shows 0.00 balance. Yet **** card has been charged full amount of $249 I have the original receipt, and it shows the ending card number as well that was used for the full amount. The business has not tried to resolve this problem or issue. I disagree with what i have as a final receipt and no refund of incidental fee. I will email this also to BBB email as well.

  

  Business response

  08/08/2024

  We appreciate the opportunity to review the guests complaint. After further review, it has been confirmed that a charge of $100 was not debited from the guest's card. If the guest can provide documentation that shows that amount was taken out of their account, we further investigate. 

  Customer response

  08/08/2024

   
  I am rejecting this response because: I still have a pending authorization for $249 since July 19th 2024 so I disagree with this totally because the $100 still has not been refunded back to my **** card! I still have the original receipt.I would this matter resolved immediately.Thank you in advance.
  
  

  

  Business response

  08/16/2024

  We appreciate the opportunity to further review the guests concern. Upper management has contacted the guest to explain the situation in detail but, the guest has failed to respond. The $100 will come off the guest's reservations once he/she has checked out. It can take up to 5-7 for it to reflect the correct amount. The guest's statement should only show a charge of $149.49. At this time, we consider this matter to be resolved.

   

   

  Customer response

  08/18/2024

   
  I am rejecting this response because:

   

  Upper management has not contacted us to explain the situation in detail, so I disagree with the statement/response we(guests) have failed to respond. The $100 did not come off our **** card. It still shows pending on our account of $249.00 we have checked out on July *******. This is well past to 5-7 for it to reflect the correct amount. The charge shows $149.49 plus $100.00 security fee. At this time, I do not consider this matter resolved. 
  

  
  

  

  Business response

  08/19/2024

  We appreciate to further review the guest's complaint. It has been determined that the guest's concerns have been addressed and no further action regarding this matter will be considered.

  Customer response

  08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is partially satisfactory to me. I'm not sure why It took so long and way over 30 days to get a $100 security fee back. It was unacceptable and I am not happy about it. I will not use this hotel chain ever in the future.
  
  Thank you. 
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertisement : This location state they provide fax or mail service and was informed at front desk they do not. This location states they accommodate remote work in which they do not. The internet was not working and informed the front desk and no resolution was given other than giving me a phone number too contact IT which they were not able too assist. This location advertise they have breakfast. They were out of the breakfast items on many mornings @ 7:00 am. coffee and muffins ect.Our front desk can assist you with mail delivery, fax service and copy service should you need it.

  

  Business response

  08/08/2024

  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

  08/08/2024

   
  I am rejecting this response because:
  I have contacted Extended Stay via their website and @ counter during my stay. They have never contacted me regarding my concern including there website customer service complaint form which I completed. I also was informed *** would ad given a case number.no one has responded.

  

  Business response

  08/14/2024

  We appreciate the opportunity to review the guests concerns. Upon further review, it has been determined that no further compensation or refund is warranted to the guest. Their concerns regarding the washer have already been resolved. The **** and the coffee concerns were also addressed. Upper management has been unable to speak with the guest directly regarding the situation. 

   

  Customer response

  08/14/2024

   
  I am rejecting this response because:
  Extended Stay Citiplace initially  assigned a case # ********** Regarding my complaint and concern and never reached out too me too resolve the complaint. I left several message including wiriting a letter too the corporate office including my address and contact number and photos of the concerns and no response as of this date Aug 14 2024. 

  

  Business response

  08/15/2024

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly,and no further compensation or refund will be considered at this time. 

  Customer response

  08/16/2024

   
  I am rejecting this response because I have not received a resolution in being reimbursed for the horrific ordeal at Extended Stay, I was assigned a case #********** and informed I would be reimbursed has of this date no one has contacted me. 
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked A room at the Extended StayAmerica in ******************. On arrival to the room, we noted a crusted white stain that appeared to be s**** on the bedskirt of one of the beds. We immediately left the room with our three young children and went to a different hotel. We were told that we would receive a refund but instead we charged $22 in addition to the 200 we had already paid for the room.

  

  Business response

  08/05/2024

  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. Management has informed us that a refund has been processed. 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

  08/05/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently staying at the ******************** extended stay. The maid took my remote when cleaning and the property is unable to get me another one. While looking for the remote control, I found things under my bed that was here before I came and I have been here for 60 days. I plan on leaving on this Saturday because the service is so lousy. You wait and wait in the lobby and no one shows up. You complain to the regional office and that person refuses to call you. People stay away from the German town ******** extended stay.*********************************

  

  Business response

  08/08/2024

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction and apologize for the disappointing experience the guest may have encountered during their stay. Management has informed us that a refund has been processed. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed there a couple days and when it was time to pay for my room, I called my granddaughter to get her help with checking out. The rep was checking someone out at the same time as I was checking out. He told me my payment was due and I had to pay. He called the O&#**;******, IL police and the policeman brought all of my stuff down from the room. I had to go to the doctor to get my pacemaker in ************ and when I came back, they wouldn&#**;t let me in. My son sent an Uber to get me and he told me to take what I can and get in the ****. I sent my grandson back to the hotel and everything was gone. I called corporate and they said they could get their lawyers to pay for my loss. I called back again and they said they put my stuff up for 30 days and I didn&#**;t come back to get it. So I loss out on everything I had from there. I saw a son kick his mother and he was staying there, kick his mother and I called the police. The son was let back in the place and he was never evicted. I loss everything. They should have compensated me for everything I loss. I would like to be compensated for everything I loss there.

  

  Business response

  08/08/2024

  We appreciate the opportunity to review the guests complaint. The claim was appropriately escalated to management to completely review. After further review, it has been confirmed that the guest did not come back for their belongings in the timeframe required. Therefore, their items were disposed of. No refund or compensation will be given and believe this matter to be closed. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon arrival, the lobby seemed fairly nice, but there was a persistent beeping sound that continued throughout the day. We later found out it was the fire alert system. Checkin was ok, but everything went downhill from there. The hallway was creepy, but luckily we were on the first floor. When we entered our room, it was immediately clear that it was filthy. The floors were dirty with dirt and hair everywhere. The bed had clumps of black curly hair, and we even found the same hair on the towels. It was absolutely disgusting. Our bathroom vent was covered in black mold and the room smelled of fish- which is also associated with mold/mildew. Our parents also stayed in the same hotel, and their experience was just as bad. Their room was at least 90 degrees because both of their AC units were broken. The front desk told them they couldnt move rooms without charging a fee. Eventually the amazing maintenance man DID replace one of the ACs for them. Then came the worst part of our stay. At 11:30 PM, the fire alarm went off. It was a loud, screaming alarm with flashing lights. We have three small children who were asleep, and the alarm terrified them. We had to evacuate, and it turned out the alarm was due to the hotels lack of maintenance. The beeping we heard earlier was a warning that something was wrong with the fire system. This lasted for about an hour, and the firefighters who responded mentioned the system was behind on maintenance and could go off again. We later learned that this fire alarm issue has happened before. At 8 AM the next morning, the alarm went off again, waking our kids and causing more panic which ruined our NEXT day. I will say the front desk staff was amazing- the manager was awful. She would take no action. The hotel proudly displays a Stay Confident sheet outlining a 10-point room cleaning process. Our experience did not align with this at all. The rooms were far from clean and hygienic, making this claim almost laughable. This was awful.

  

  Business response

  08/07/2024

  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

  08/07/2024

   
  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/24 I checked into the extended stay hotel for one night. The room costs was $128.80 and the incidental charge was $100. I paid for the room ($128.80) and paid for the incidental charge with my card which was $100. On 7/28/24 I noticed that the transaction on my card was settled and not pending so I called the hotel to see when my money would be released and they told me 10 business days. On 7/29/24 I called the extended stay again to see why my transaction was settled and not pending and they told me they charged my card for smoking in the room. ONLY THING IS I DID NOT SMOKE IN THE ROOM AT ALL AND IF THEY CHECK THEIR CAMERAS THEY WILL SEE. The manager then proceeds to tell me it's a private property so I can't have marijuana in my vehicle even though the state of IL says I can. I then showed him his policy that states we can't smoke in the room which I DID NOT AND that they follow the state of IL mandates. Well the state of IL mandates me an adult over the age of 21 to possess marijuana in my vehicle as long as it is sealed. He refuses to give me my $100 back and I did not smoke in the room at all. The second issue is that I paid $128 to stay in a room and it was infested with cockroaches so I had to sleep in the same car I smoked in. I would like my $100 back for my deposit m. I did not smoke in their room, near their entrance or anywhere indoors of that hotel. If I smoked how they say I did then policy states I would be charged $250. Why am I not being charged a smoking fee then? I know why, because I never ever ever smoked inside their property or rooms. This is not the first time the manager has done this and after reading the reviews he seems to do this often to innocent people and take their money. I want my $100 back!!! I really want the money I paid for the room as well but I WANT MY DEPOSIT BACK BECAUSE I DID NOT SMOKE IN THE ROOM AT ALL. They refused to show me the pictures they said they took which could be from the other victims

  

  Business response

  07/30/2024

  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 (****** Hospitality) at (*******************************).   

  Customer response

  07/30/2024

   
  I am rejecting this response because:
  ******************************* is not affiliated with that hotel and Maruyi Hospitality says they arent either. 
  

  

  Business response

  07/30/2024

  We appreciate the opportunity to further review the guests complaint. As stated previously, ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee. If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (****** Hospitality) at (*********************).   

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While we were out hotel staff emptied our room, stole over $400 worth of medical supplies, clothing, shoes, kitchens utensils, stuffed animals, cigars, pregnancy tests and removed good items and threw them in the dumpster. I had to go dumpster diving pregnant to retrieve my perfectly good bags, dog food, hairbrush. They stole an entire set of keys on a pink lanyard. Management and everyone involved originally said they had no info for me but then later displayed items they had stolen that they were hiding behind the counter. Corporate closed my case without investigation even though the police were called to take a report and staff even lied about how to file a complaint to corporate. Corporate said theres nothing we can do and they refuse to return the stolen items or refund!

  

  Business response

  08/05/2024

  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. Management has spoken with the guest directly regarding their missing items and informed them that a report has been created. The guest was also advised that staff is not obligated to notify the guest when they enter any room on the property. A refund for the night the guest did not stay at property have been refunded. 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. ↩