Extended Stay America
reviews and complaints

Extended stay America I stayed at the Extended stay America. I spoke with them about staying for about a month and I spoke About paying a weekly. I came to the hotel on March 16, 2019. I was homeless but I found a place to stay and had to move Friday April 12, 2019 I requested to leave and they said I would be charged extra. I was told from the moment I moved into extended stay I would be paying $294 a week. All of sudden before I left my weekly rate went up to $345 a week. I work a part time job and I make maybe $350 on decent week. Plus I have to pay gas phone bill etc. after they raised the price I was fed up and left. I kept asking for a manager who I could speak with and their was always a run around. Oh we have new owners, I can't get in touch with them, we don't know who to speak with. I paid my $345 for the last week on a Saturday but I left the next day on Sunday at 11am. They charged me $172 out of my $345 they didn't want to give me that. I'm still trying to play catch up to this day. I could have really used the money. I called the Extended stay Customer Service line All weekend and no answer. I called the actually hotel got the same run around. Once I finally got in touch with a customer service phone line representative they said I would be contacted by the Extended Stay that I stayed at by management that never happened and they said to corporate they wouldn't give me money because I left early. They never contacted me themselves. They were very inconsiderate and unwilling to help considering the fact I had no place to stay and little to no money at the time and working a part time job. I had to move into my own apartment so I could actually make money and rent was more than have the price cheaper. It was like they wanted me to live there and work just enough to survive and stay there. I was canceling my stay for my convenience I had a legitimate reason why I need to leave early and they still charged me. I have not had a chance to file my complaint earlier because I have had to start another job to play catch up on bills since I moved. That is while I'm just filing this now. I would like my full refund for the days that I did not stay there. Please contact me

This has been by far the worse experience that I have ever had.
From the time that I made contact it was horrible.
The young man at the front desk joseph I believe his name was, was the only professional in the entire place in my opinion.
My flight was delayed due to weather here in ny and I was exhausted. I called and requested a shuttle and was told that it would be leaving in ten minutes and I would receive a calljust before arrival. Forty minutes later I decided to get a taxi to the hotel. (no call no show) I finally check in and get to my room which smells of smoke still but I accept that.
My associate then misplaces my room key the next morning and decides to go inside the hotel and get another one. She merely asked the gentleman at the front desk for a replacement key for my room. I walk in to him handing her a key to my room. She wasnt registered to my room at all. Just asked and got it.
I asked the young man why he would just give someone a key to my room and he just stared blankly at me.
Tonight was by far the biggest slap in the face as I asked my associate to hold my wallet in her purse and we both forgot about it. While packing I suddenly realize that she still has my wallet and I have no way of contacting her as her cell phone is turned off and shes asleep. I have no idea what room shes in because I never went to her room only her to mine.
I went to the front desk and ask for her room number and im told that theres no way to figure out her room number without a room number. Let me repeat that. "theres no way to figure out her room number without knowing her room number"
I explained to the young lady that ive never been to her room so I wouldnt know the room number and I really need my wallet to be able to fly out in the morning.
She then says "hold on" comes back and says she has no idea how to figure this out without a room number as per her manager. I was very upset at the
Foolish response. I came back to my room and dialed the front desk and asked to be connected to her room and the response was "hold on" she simply hung up the phone.
Again to the front desk, another person gives me the same lame excuse.
At this point I am basically hoping that she actually turns on her phone before she checks out and hopefully sees my thirty missed calls and messages and texts.
This is my last time staying at an extended stay.
I paid to be insulted and my personal effects as well as my safety taken lightly.
Low standards here. Very low.
Extended stay @ whitestone
Preston smith

They cripple the internet in order to sell a faster service.
Their free internet that they advertise is 1Mbps or less.
They make it slow in order to frustrate you and get you to buy the premium service.

This is so dumb and short-sighted. I booked a new reservation with another hotel instead of extending.

The dumb MBAs and accountants are chasing $5 extra per day but giving up room reservations an they don't even know it.

Extended Stay with my Family on 03/26/19 was the worst stay at a hotel ever in our lives the rooms smell really bad we where so tired I didn't complain about the musty smell then last night the floor we where on recked of marijuana all night we had to smell that this morning I had a issue with my bank card where the booking date was mixed up so the booking company had already took the funds off my card so I informed the woman at the desk I had to go to the bank for more funds while at the bank my daughter calls and says the worker from the front desk which later I learned was a manager was at the rm door questioning her and got really rude with her I got there 5 minutes later me and my wife went to front desk and asked why she would talk to a kid like that she replied you shouldn't of left her in the room she then gets loud and Belligerent, and very rude I have never been treated like that at a hotel my daughter cried for hours after that I really to be treated like that is Totally unacceptable I hope that something is done to stop the way that motel is ran I hope someone can help with this

I stayed in this hotel on 1-26/1-28 & had to change my room twice. 1st room the heat was broke. Second room was FILTHY! The pictures below is from room 126. All I got back was one night stay. This is unacceptable & I cannot stop thinking about how I staid in this room. It was truly disgusting. I could not afford to go to another hotel because I had already paid this one close to $200. Something else has to be done.

Hi my name is keyshia,
My children and I were visitors at this hotel back in august of 2018 at one of your las vegas establishments on flamingo blvd. The day we checked in there was a over 2 in a half hour wait from time of arrival and check in time (3p). Which was the first problem, at that time I did ask to see a manager which he came and didn't provide better help only to let me know that the previous guest really did a number on the room and it would take longer to clean since it was left in horrible condition. Remind you I also am traveling with children ages 7, 10, &12 so my kids were tired and bothered and we had to leave to find somewhere to sit while we wait until it was cleaned. After the time we were allowed to go to the room which was not clean to the best for other guest to enter and felt really uncomfortable. With this smoked filled room which was a no smoking room and dirty towels. I did say something to the manager and was told I could come back another time but if I do, I will not be staying at that location. Please check into this complaint and get back to me as i'm a guest of your hotel a few times a year and would love to be compensated for this horrible experience.
Thank you, ms. T. Flemings

I am not a guest at extended but I believe in the value of a strong relationship my boyfriend stays at the downers grove location and I come to see him often now I am with him and he is getting messages from your female employee now I find that very disrespectful and unprofessional and I am disappointed in extended stay employee policy when it comes to the customers I am now worried that my relationship will take a fall because your employee can not work on a professional level I will not put names out because I dont want my boyfriend to get kicked out all I'm asking is for your employees to have a refresher course on fratitnising with the customers especially if they have a significant other.

I have sent the email below to the Manager of Extended Stay North in Raleigh Durham and haven not heard a word. My visit was awful.

Mrs. Jackson,
I'm forwarding you my Travelocity review. I was highly disappointed in my recent stay at your hotel in Raleigh. This is NO EXAGGERATION, this was one of the dirtiest hotels we have ever stayed in and we are frequent travelers! My wife slept in her clothes which was a big disappointment to me. The linen had hairs in it, personal items had fallen between the bed and nightstand and NO ONE had removed them which leads me to believe the room had not been sufficiently cleaned. The refrigerator did not work, which caused a leak and musty odor…Room 112. I didn't complain to management because quite frankly I don't think I would have gotten a better room after looking at the condition of the lobby! I ended up staying with a family member one night to avoid staying at a hotel in which I paid! We have stayed at other extended stays in other cities and did not have this issue! You are better than this…

Lynn Cross

Nancy Jackson
General Manager
[protected]@extendedstay.com

When I booked the reservations for Oct 7-10th, I asked if the hotel was cleaned and was told yes, very clean. When my wife and I arrived and walked into the lobby, the floor was dirty and the place had a smelled terrible. Walking down the hallway to our room, the carpet seemed like in had not been cleaned in weeks and smelled. The worst part is when we walked into our room, terrible musty smell, spider webs on the ceiling and stained carpeting. The bedding had spots on them, it was horrible.

Right away we started calling other hotels in the area but unfortunately, all were booked so we were forced to stay overnight. We did find a hotel Sat. night and left the hotel fist thing in the morning. The front desk person asked why we were leaving and I explained how disgusting the hotel was. The worst part was were not able to get a night's refund and that is not the way to do business.

I will never stay at an extended stay again unless you clean up your hotels. We demand a partial refund. Our confirmation number was [protected].

Hyman Blackwell
203 Topland Drive
Lancaster, PA 17601

Me and my family recently stayed at this Extended Stay on 46 10 South Miami Boulevard I went outside to smoke a cigarette and I overheard a guess talking about I was original sex offender staying at the hotel and management didn't even care so I took it upon myself to go talk to Chad and he made it seem like it was okay I feel as a guest with kids we should be aware or something like that if a sex offender is staying at this hotel registered on the sex offender list

I'm a programmer that works for Advanced Solution Designs out of Tallness FL. I took a position for the State of Alabama in the Department of Natural Resources and Conservation. I have been at your hotel in Montgomery AL on Eastern Blvd since the end of February 2018. On 4/1/2018 I began paying on a 6 month plan and made my last payment on 9/15 paying to the end of the month. After paying on Friday, 9/14/18 I left for the weekend as I normally do to travel to south Georgia to see my mom for the weekend. I arrived back to my room on Sunday and went to work on Monday. This morning, 9/18/18, I noticed a charge to my bill for $87. I called the office and they informed me that I had called them on Saturday and asked if I was out by 11:00 am, would I be charged for that day. I did not call them and check out. I was at a local Albany GA Regions bank that morning and can prove that by my transactions. But, they insisted it was me. It would not even be possible for me to get back to Montgomery to get my stuff out by 11:00 am. I asked the lady in the hotel to get the phone records to show I didn't make the call and she said it would take some time. After being basically called a liar, I left work to go see the general manager. A credit to my account from Extended Stay America was made on Sunday for some $600 which I thought was my tax refund and I used that money to pay other bills. So, I did not have the funds to pay for another two weeks being that I thought I was paid through the end of the month. I asked the manager if she could just take the two weeks charges and take it out at the end of the month when my hotel taxes was credited to my account, but she declined to do that, so I was left with no other choice but to check out and come back home. While getting my things out of the room, a Veteran that was staying 2 rooms down from me said that the hotel staff was in my room on Saturday and he told them I went home for the weekend. He the lady told him the room was supposed to be vacated because they had already booked the room. While this is going on, remember, I in south GA thinking everything is fine. I never checked out. When I got back into town on Sunday afternoon, my room key worked fine. It also worked for me on Monday when getting home from work. If I had checked out, why was my room key still activated? My answer is that your hotel made a mistake; they checked me out and booked the room. Then when they found out my stuff was in there and that I hadn't checked out, they decided to cover up the incident by fabricating a story that I had called and checked out... even going as far to say that I asked if I was out by 11:00 am if I would be charged another day. Iv'e paid a lot of money to your hotel to be lied to and treated so bad. I have all the receipts and receipts showing my banking in Albany GA at the time I was supposed to have been checking out. I have my phone log to show I never called you hotel. Your staff made a mistake and even when I asked them just to hold off on the remaining bill to my taxes were credited to my account, they would allow it. I did nothing wrong. Your staff did. In the end it's costing me my refund of hotel taxes and time from work. It's cost me plenty, even stresses of work and having to deal with your employees who blatantly lie.

First and last time at Extended Stay America 5045 N Arco Lane North Charleston Sc. General Mgr Sharlene Lloyd. Poor customer service had reservations 8/30-9/2. Notice the toilet handle was broken informed the front desk. I was then told that the Engineer is off for the holidays and there were no other rooms available because its holiday weekend. she said she would see what can be done while we were out. Nothing was done had to use the restroom at Zaxbys across the street. At check out mentioned to front desk about situation, was then informed that I had to speak to the General Mgr on Wed. Ther could be no financial compensation at the time because the reservation was done by third party. Called the General Mgr on Wed informed her of the situation she lied and said that she would return call and never did. I called again to speak with Ms Sharlene Lloyd which she became irritated and dismissive and asked what do I want her to do. I informed her that the rep at front desk mentioned that there would be an adjustment in the bill. Sharlene said she not doing that what she offer me is a discount on a future stay. I declined customer service was bad would not like to patronize Extended Stay again. I informed her of a complaint she mentioned that nothing was going to be done that I complaint dept would only forward my issue to her, and she is only going to offer me a discount on future Stay. I then let her know that the initial contact was a issue when she asked my guest for ID. It was obvious that we both were of age but Sharlene asked and reluctantly it was given to her.

The moment we checked in to the Extended Stay in Austin, Texas the nightmare began. The reservations (which were made 2 months in advance) were wrong. Once it got straightened out and we reached our room, the stench was so putrid we couldn't stay in it for more than a minute. We left our bags in there until we could change rooms and in between that time, someone went through them and stole some belongings. We reported the theft but no one seemed to care. The new room had bed bugs, a shower that dripped, and towels that felt like sandpaper. There was only coffee for breakfast minus sugar. Management said they have been out of sugar for days. Needless to say, we checked out and moved to a real hotel. To date, nothing has been done about the theft - no one calls you back from corporate - no one cares. From the bottom up to the top, Extended Stay America is the worst place anyone could stay at and a real nightmare of an experience.