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Complaint Details
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Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked an extended stay for my 22-year-old daughter who had an internship in a different city. We paid the first four month out-of-pocket and within the first night there were problems. Hotel is dirty, no security, nothing working as described. No continental breakfast. No breakfast of any sort. No workout room as advertised. But the worst part was there was cockroaches in her room. She immediately notified the front desk who offered to change her to a different room. But that would not help as they were coming from other rooms. There was trash everywhere and people were smoking marijuana in the hallways. The living conditions are unacceptable and they will not return our money and will not return my phone calls. I have filed a complaint with guest relations three weeks ago and have not heard from upper management. I would like our money back as she checked out three days after she checked in. We paid the full month and would like the refund of the days that she was not there.
Business response
08/06/2021
Business Response /* (1000, 5, 2021/07/30) */ 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 the claim of roaches in the guest's room was appropriately escalated to a third party insurance company to completely review and it was determined there was activity at the hotel. Management did however, offer the guest to move to another room, which she denied to do. Also, the guest was advised properly concerning the EPP program. Therefore, no compensation or refund will be considered at this time. It has been confirmed that our upper management team has spoken with them in detail about this situation. Should the guest have any additional questions or concerns we invite them to reach out to us directly.Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family had a hotel stay at Extended Stay and overcharged $1500. We were charged after we checked out for a time we were not there. We had paid the time we were their over 500$ a week? After multiple visits and phone calls telling us this would be resolved we are now trying to reach someone for resolution. It should be easy to approve we never entered the room with our key after checking out AND I have reservations at a different hotel. Please advise. ***** and ****** ********** Stay was around May 20 and we were charged an addl 1460$ june 21 after paying over $1000 for our actual stay? Thank you for looking into this situation. Extended Stay on Jefferson in Newport NewsBusiness response
08/06/2021
Business Response /* (1000, 5, 2021/07/30) */ We appreciate the opportunity to review the guest's concerns. Management has informed me 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. Should the guest have any additional questions or concerns we invite them reach out to us directly.Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2021 I booked a reservation at the Extended Stay at the Wolfchase/Bartlett location. A few days into my stay, a staff member knocked on my door to tell me to move my vehicle if I was parked in the BACK parking lot because they were repaving. I told them I was parked in the front and they did not say anything else. The next day in the afternoon, I went to my vehicle but it was gone. It was towed which cost me $180. After trying to explain my side of the story several times to the manager, I began crying heavily. I was in town because I just lost my grandmother and was still having a difficult time emotionally. The manager Ericka, laughed right at me, in face, "What am I supposed to do about that?". If anyone has ever lost someone they love dearly, and when you apologize for your outburst, just to have someone be so cruel. I've been trying several times through guest relations to have a district then regional manager call me back regarding this situation. No one has reached out.Business response
08/11/2021
Business Response /* (1000, 8, 2021/08/05) */ We appreciate the opportunity to address the guest's concerns. As a good faith gesture the guest will be sent two "Be Our Guest" certificates, each valid for a free night stay at any of our locations throughout the U.S. (pending availability). The certificates are valid for a year. We ask that the guest follow the instructions listed on the certificate for booking. 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
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Booked this hotel over a month in advance for July 16-18 2021. Arrived with a confirmed reservation on 16th and was denied check in at the hotel. I need compensation for 2 nights.Business response
08/06/2021
Business Response /* (1000, 5, 2021/07/30) */ We do apologize for the frustrations and inconvenience experienced from this issue and can understand the frustration. This is certainly not our intention. Management has informed us that a refund in the amount of $277.92 was issued to the third party booking channel the guest made the reservation through on July 18th. The guest must reach out to the appropriate booking channel to inquire about their refund. Should the guest have any additional questions or concerns we invite them to reach out to us directly.
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Get a QuoteCustomer Complaints Summary
1,046 total complaints in the last 3 years.
393 complaints closed in the last 12 months.