Extended Stay America
reviews and complaints

I along with my family are currently staying at the Extended Stay America located at 5401 Green Park Dr., Irving, TX. I presently have 2 rooms 254 & 260. On April 4, I had an encounter with your employees that made me feel uncomfortable and disrespected. My sister, who also stays here was present during the incident and can attest to what I am stating below:

At around 9:30 am the assistant manager Monica knocked on my door to ask me to let down my window and to place a window lock on the window. She stated that the window was too high. I advised her that I would let the window down and that there was already a lock on the window. I didn't need a new lock as the I have already worked and that I didn't need assistance to let the window down. I also advised her that I couldn't keep standing at that door because I had food cooking and that I also was trying to assist my sister who had just had surgery the day before and she cannot stand-up, and I would honor her request immediately which I did.

A few minutes later, the manager Valerie came knocking at the door. When I opened the door, I advised her that I had already let the window down. I opened the door so she could see it. She stated it was still too high. I then told her that I would just let the window all the way down since it was still a problem because I didn't want them to keep coming back to my room as I was again trying to assist my sister, make her breakfast and I was also working, as I am a remote worker dealing with sensitive information. However, she persisted to rush into the room and barking orders and stating “what we’re not going to do is this” I had already started walking towards the window to let it down. Once my back was turned walking towards the window to let it down as I told her I would. When I turned around, she was directly in front of me. I felt threatened and unsafe. She barged past my sister who's currently using a walker, she could have easily hurt. She never said excuse me and was extremely rude from the moment I opened the door. Valerie also said, “this is my room, and I can come in whenever I want to.” I completely understand that management has a right to enter the rooms at their discretion, however, there were several reasons why I didn’t want them to come in.

1. I work with sensitive information and my computer was on

2. My sister was in the room, and they could have hurt her if they mistakenly hit her leg. This could have been very damaging and sent her back to the hospital.

3. I have a high level of anxiety and do not trust people that I’m unfamiliar with in my personal space, especially if I have advised that I don’t need assistance. I don’t even have housekeeping in my room. They have only been in once since I’ve been here.

It was my understanding that they were getting a visit from the corporate office, and they appeared to be stressed, but that doesn't excuse their behavior and treatment of a guest.

Valerie has threatened to put me out of the room if I let the window up again. I asked if I would be getting a full refund if she so chooses to do so and she stated, “we'll just see about that, let it happen again and you're going to find out.” Not only that, but she also called me aggressive. I was never the aggressor as she was the one who barged into a room that I pay for, walked up behind me and ended up in my face, making me feel unsafe, threaten, and disrespected. I know I appeared agitated, and I was because again I suffer from anxiety due to past trauma.

As I stated above, I have a very high level of anxiety, it took me hours to get calm again. I couldn’t even be productive at work due to feeling like they were going to do something to make my family and me leave. To be completely honest, I still don’t feel comfortable.

This staff needs some sensitivity training. This situation could have gone completely different. I understand they have jobs to do. I was once a property manager and understand the stresses, but I also was very thoughtful in how I treated my residents at my properties. I was respectful and kind always, even when they were not so nice.

On 3/29/2023 I was terminated for clocking in on adp mobile app. In which I was told by Sr. Hr director that there is no ESA policy for that. Regardless, my title was Night GSR, that included free lodging because I was on -call, on property. At the time of termination the District manager nor the Task Manager that were present at time of firing never indicated, mentioned or informed me of a time frame to vacate the property or quote me a rate in which to pay. So on 3/30/2023 I received the paper (see picture) and I asked the Task Manager that this did not tell me anything and that I wanted a copy of the "Employee Stay-Over Lodging Policy." She told me that was it. She also stated that all I acknowledged was that I was staying here on property. I told here that it sounds unethical and shady! I said there is no date or any information as to a time frame or money owed? She stated, "No, it was just an acknowledgement that I was staying on property." She refused to give me a copy of the policy. There was also a GSR sitting at the desk who heard the whole conversation.

This is location 8109

3300 Preston Hwy

Louisville-Airport, KY 40213

2023MAR27

I'm currently staying at the Extended Stay America (5401 huettner dr, Norman Ok). I believe the employees here gave the Moore Ok police "illegal " access to the room I am staying in (#208). I have been staying in the same room since February 17, 2023. I asked the manager (Kristi) about this and she assured me they were not allowed to give anyone access to my room without a warrant; however, when I went to pick up a print out of the times my room was accessed, she stood off to the side (not out of my line of sight) and asked the assistant manager (Ashley) across the room if the paper she was holding was the right paperwork. Ashley said yes and she handed 2 sheets to me and said nothing to me. The 1st sheet was from the system she had to access to get a log of my key swipes into room # 208. The other sheet appears to be from a spreadsheet which means it could have been manipulated.

Also, I stayed in the same room (#208) March 10 - March 17, 2023; however, when I logged onto my Extended Stay America "perks" account on March 15, there was no record of my stay. I logged into my "perks" account again on March 17, 2023 before I went downstairs to check out and back in again and my account still did not show my stay from March 10 - March 17, 2023. It showed my "past" stay from March 03 - March 10, 2023 and although I had NOT checked out and back in for the upcoming week, it showed the week beginning March 17, 2023 as ACTIVE. I had NOT PAID FOR THIS WEEK. I checked out after 11 am on PURPOSE because I know that my room #208 and my name would be added to the list of late checkouts and someone would come right after 11am to advise me of the checkout time when there was no payment on file for the next week because that is what happened the previous week. Get this, no one knocked on my door just after 11 am and when I tried to re-enter my room using my room key about 11:18 am, I was denied access. Again, there was no information of me staying in room #208 for March 10 - March 17, 2023 on my account and before I actually checked out, I was checked out of the room and before I paid for the upcoming week, my account showed I was actively checked in to room 208 for the week starting March 17, 2023. When I asked Ashley the assistant manager about being denied access to my room before I checked out, she was unsure about why but she was visibly nervous at my asking. I walked my dog that morning at 7:30 am and I had no trouble getting back into my room.

On March 23, 2023, I called Extended Stay America reservation 10 times because I kept getting the same 2 people every time I called. They both had strong Indian accents (non-native). I called Extended Stay America guest relations earlier that day and I spoke to the male voice that answered the reservation line that night.

As mentioned above, I called Extended Stay America guest relations department on March 23, 2023 to file this complaint. I spoke to Rainey from guest relations. She told me that my complaint was escalated and the district manager, Richard, would be notified. Today is March 27, 2023 and I have not heard from anyone from Extended Stay America including Richard.

FYI, on March 20, 2023, I submitted a similar complaint to the local news stations in Oklahoma about this situation. On March 23, 2023, at 6:15am, I was outside of this building (5401 Huettner Dr) on the phone with 1 of the news stations when a helicopter literally HOVERED (aka STAYED PUT) over my head). It was obviously loud which prompted me to look up and notice it was hovering over me. It was dark outside and I could only see it’s lights as it sat overhead; however, I bet the FAA can identify this aircraft even if I could not. I have a strong hunch, it was the police. They hovered over my head! Please notify the FBI.

Let me add that I have committed NO crimes. I AM NOT A CRIMINAL. As a law abiding citizen, my rights to privacy and freedom from unlawful searches and seizures may have been violated. I am not looking to persecute Extended Stay America, the company, I am asking you to ask them to check their access logs for room 208 and their video surveillance to verify that no one entered without my permission and/or without a warrant. Also, tell me why my stay from March 10 - March 17, 2023 is not on file. I have my receipt as proof of my stay. Please advise them that I am NOT looking to sue their company. I'm looking for the truth and to put an end to the unlawful use of power by the police against me. I ask that if they find any criminal behavior on their employees part that they FIRE THEM IMMEDIATELY. I also ask that they not just report this to the FBI, but actively pursue a case be opened with the FBI on my behalf. Let me be very specific about the course of action I am asking Extended Stay America to take.

1. Review the video surveillance and access logs.

2. Notify their management and their attorneys.

3. Physically, (management and their attorneys) go to the FBI with evidence in hand.

4. Please, please, DO WHAT’S RIGHT. HELP ME!

Ask them to advise the FBI of a complaint I filed with them (FBI) on April 06, 2022, and the 2 complaints I filed with the FCC.

Yes, this incident is an extension of a lengthy campaign of police harassment and downright corruption.

Extended Stay America state on their website (esa.com, esamgmt.com) as a part of their core values, they “DO WHAT’S RIGHT”. I am asking them to honor this value.

Please help me stop them from doing this to me. There is obviously way more to this story. Sometimes,I do not receive phone calls or text messages to the number provided (please re-read the previous sentence as for why). I am currently employed at JCPenney at the Shops in Moore. Please come see me in person to discuss this problem as I do not own a car. FYI, I really need your help — the FBI's help and I plan to ask help from everyone. Please help me!

On Saturday, March 25, 2023, I moved to room *** because my previous room did not have a working phone. You cannot leave a voicemail to room ***. I checked. And I do NOT receive all phone calls or text messages on my cell phone.

Thank you.

I am writing you in regard to a manager named Gail in you Midvale, Utah location. This woman has been endlessly harrassing my 74 year old disabled mother for no reason other than my mother does not feel comfortable allowing staff in her room due to previous theft. My mother has 3 daughters and we all take turns going in and cleaning her room. I can guarantee we are doing a much more thorough job that what we have seen of the maid service.

There is no need for anyone to enter what she now considers her home. This manager Gail has claimed she has every right to enter my mothers room weekly. How this makes any sense or is not considered invasion of privacy is beyond me.

Not only is my mother disabled, but she also suffers from extreme anxiety as well as PTSD. My mother has lived there for over a year now, never caused any problems whatsoever, she does not drink, smoke or do drugs. She has a service dog named Coco who is also her bestfriend. The harassment has gotten so bad my mother is afraid to leave her room. I truly believe this woman is racist and has a personal vendetta out for a little old lady.

I myself even tried speaking with her, only to be interrupted every time I attempted to speak. I have even stopped in to see my mother and witnessed her treat people and her poor staff like absolute trash. It has been so sad to my mother in her room crying afraid to leave her own home. PLEASE HELP!

On February 15, 2023 I contacted the General Manager of Extended Stay America in Merrillville, IN via email. I had paid for a five stay at that hotel for my Daughter whose home had to have major waterpipes repairs. She booked one room with two beds, however on arriving there she was informed it was not available but was offered two rooms containing one bed each instead at no additional cost. She accepted that arrangement. The hotel's Team Leader called me on February 16, 2023 and said that due to a large group of contractors coming in my Daughter must check out on the 17th of February and could not extend her stay unless she paid the exorbitant price of two rooms and furthermore the previous booking process was invalid.

The inconsiderate, unprofessional, and callous treatment from Extended Stay Management added to stress and anxiety she was already experiencing having to vacate her home due to the water crisis. It was not her fault that personnel there are not trained properly about policies and procedures. The half-hearted apology along with comments insinuating that since the hotels are worldwide the ill-mannered, disrespectful conduct of their staff towards one customer would not matter was little compensation.

I am complaining about the extended stay in 300 NJ-3, East Rutherford, NJ

07073.

My child has missed school because the bus can not come in when there is a car from an employee in the entrance every time. It is parked on the entrance of the hotel
I asked very nicely and the lady was very rude. The young girl proceeded to say she is the manager and can park wherever she wants. I am a customer service advocate and do not understand why she keeps her car at the entrance of the hotel, even though I have an idea. I have seen her cuddling with manager chase.
Maybe that is why she does not work and the only thing she does is come to work like it is a fashion show. When everyone wears uniform.

This car belongs to Aliyah is her name she always parks after her team leader position, a position she does not fulfill, on the contrary, she says she is a manager and is very unprofessional.

And it is a chaos in the front.

Rancho Cordova on White Rock, I checked in on January 3 2023. They charge me $100 deposit my check out was suppose to be on the 14th. I was called up to the office on the 12th they said I only paid till the 12th not the 14th which I new was wrong. I went ahead and let them check me out and rebook me again and not knowing they would charge me another $100 deposit after the first one. They booked me till 14th. My original stay was till 1/20/2023 but I had to go back cause they said my rent was up, so I had to check back in till the 20th again I was charged another $100 deposit so I had giving 300 for deposits. When I checked out they refused to refund me money. There reason was they found my son's diabetic syringes in a drawer that was never even used he had just picked them up at pharmacy.. and put them in the draw so he would not loose the cause he was helping me move out an carrying box's an mis. Well I was trying to be my best to be out of there by 11am and I was. 1st of all I cleaned the room before I left to make sure I got that 300 dollars back. I still trying to get it. These people are cons, they even said for me not to come back and hang up on me.

Stolen property
Inbox
Felisha oglesby10:50 AM (1 hour ago)
to Mgv
Darrien

I had checked out of room 307 on WEDNESDAY 01/18/2023 @ 6PM. I had left behind a three perfume bottle mistakenly in the bathroom along with my baby blue glass soap broken dish and a glass toothpaste/ toothbrush cup holder the same color as my toothbrush in it. frozen pack of chicken wings and a lot of seasonings in cabinets and a bag of onions in the fridge. As I was leaving I told Shay that I had left a Frozen pack of chicken in the fridge. She can have the seasonings if she wants. I don't want them, she agreed. About hour or so, I realized I had forgot my three perfume bottles and toothbrush and toothpaste and baby blue glass cup holder in the bathroom so, I immediately call and talked to Shay and I told her that I had forgot those items and she stated to me that she can either get them for me and keep them at front desk and she was going to leave a note for next person that I was coming to retrieve my items. I told her I will be there early the next morning 01/19/2023 on my way to work and she agreed and said that the lady in morning will give me a key to go to the room and get my items. I came at 6:15 am and the front desk lady said no one left any note or item at the desk. so she gave me access to the room. I went and my three bottles of perfume and cup holder and the pack of chicken were gone. Shay was the only person that knew about the items. The chicken was also gone which I care nothing about. That's how I know she was the only person that had taken my three items, perfume bottles and cup holder. Please keep me informed on what actions you're taking, before I proceed further.

Thank you

Felisha Hiriams

[protected]@gmail.com

[protected]

Minneapolis - Maple Grove - ESA #737

11:01 AM (1 hour ago)

to me

Good morning Felisha Im sorry to hear about this incident. This is the first I am hearing about it. I am looking further into this and will get to the bottom of this.

From: Felisha Oglesby

Sent: Friday, January 20, 2023 10:50 AM

To: Minneapolis - Maple Grove - ESA #737

Subject: stolen property

External Email

Felisha Oglesby

12:37 PM (5 minutes ago)

to Minneapolis

Shay just called me upset and disrespectful from this number [protected]. Saying her sister just told her about the complaint and I stated to her that I am on the phone with my Attorney so, she kepted, rambling on about whether you were in a meeting, and it is funny that I am on the phone with my Attorney for my accident. She stated that she had put my missing items into a locker. I disconnected the call. I will be looking further into this matter She was out of line and unprofessional with customers.

Thank

Felisha Hiriams

To whom it may concern (American Cancer Society (ACS) and Extended Stay America (ESA),
I am literally writing this through my own tears. I ask and pray for your compassion and understanding.

Of all of the many challenges that come with being diagnosed with cancer, we were relieved when lodging coverage through the ACS in cooperation with ESA was offered. Being that we live over two and a half hours' drive time to/from the treatment facility for radiation therapy, which must occur consecutively from start to finish for over a month, you can only imagine the enormous relief of this offering.

Unfortunately, this has turned out to be one of the greatest stresses rather than the relief I’m sure it is intended to be.

After getting caught in a seemingly never-ending loop of the ESA directing us to resolve reservation issues through ACS and vise-versa, we finally secured a reservation after ~6 hours of phone time at the ESA 2221 Rio Rancho Blvd, Rio Rancho NM, 87144 for a continuous 2-week period. We checked in on a Monday (1/2/23) and were informed abruptly on the following Sunday (1/8/23) (just one week into our 2-week stay) that the room was booked by another party, and we had to leave immediately, leaving us with less than 45 minutes to pack up the contents of a 1-bedroom apartment and secure another hotel out of pocket so that treatments could resume the following day.

After absorbing the out-of-pocket expense, and moving to a smaller accommodation at another hotel, we again spent ~8 more hours on the phone re-entering a loop of insanity between the ACS and ESA to secure and confirm another 2-week duration with ESA. This time is to be from 1/16/23 to 1/21/23, again from 1/21/23 to 1/25/23, and yet again from 1/29/23 to 2/2/23 to complete treatments.

To ensure that nothing was wrong this time, we called ESA the day of the confirmed reservations (1/16/23) to ensure that all was in order, of which we were assured all was as should be. We proceeded to radiation treatment, and immediately following treatment, all my wife wanted to do was check in and sleep. As I’m sure you may understand, a side effect of radiation treatments is extreme fatigue.

Upon arrival on 1/16/23 as I scrambled to get all the contents of our vehicles unloaded for a two week stay while my wife checked in; I entered the lobby with all of our belongings on luggage carts only to find my wife in tears at the front counter PAYING FULL PRICE – OUT OF POCKET for a single night stay because again ACS and ESA have, what can best be described as "Partnership without communication"... (This time, dates confirmed but not pricing…because “Our systems don’t stay the same thing” according to the ESA front-desk and at the direction of the ESA Rio Rancho General Manager we were required to pay full price.

Tonight, we spent another 2 hours on the phone NOTE: 20 minutes of this time was talking to people from other countries who did not have access to "required" systems, who transferred us to a call center in North Carolina, followed by 1hr and 40 minutes on hold waiting for support. We finally called the number from a different phone only to receive a recording that they were closed... They placed us on hold and left for the night!

If the goal is to help people with cancer through agreement/partnership, then it needs to be at minimum functional and sustainable. What we've experienced thus far is beyond bad customer service... this is insensitive and cruel.

I pray and hope none of you or your loved ones ever have to experience the sheer hell of cancer... and if you do, I hope that the organizations who offer to help truly mean it with their hearts and not leave the patient in distress while pointing fingers at each other, hiding behind system errors, and crassly placing people on hold and leaving them to rot in despair.

There is a great deal of details I have withheld here and am willing to share if there is true interest from either organization (ACS or ESA) in fixing these issues for future cancer patients needing the relief that was intended rather than what we have thus far experienced. The details are extensive but will help your organizations to easily identify areas of improvement for quick wins on both sides.

For ESA: Please reflect on this experience as it relates to your Corporate Responsibility Statement: "ESA Management, LLC exists to care for people who are building a better future for themselves and their families. We extend value and humanity to everyone we serve: our associates, our guests and our communities. With down-to-earth people who go above and beyond, we're a place where genuine care is always there. And, as a hotel company with a heartbeat, our core values inspire everything that we do."

We would like to see issues with the reservation process between ACS/ESA resolved to prevent future cancer patients from this experience. A process that truly eases the burden of lodging for cancer treatments. Remember, this isn't a vacation stay, this is a treatment stay for people that are scared, hurting, and tired physically and emotionally.

We will send a copy of this through the available email addresses provided for the ACS and ESA respectively:

Karen E. Knudsen - Chief Executive Officer (American Cancer Society)
Timothy Phillips - Chief Legal and Risk Officer (American Cancer Society)
Andre Bokhoor - Chief People Officer (American Cancer Society)
Bruce Haase - CEO/President - Blackstone and Starwood Capital Group
Doug Geoga - Chairman of the Board - Blackstone and Starwood Capital Group

I'm staying at the Extended Stay America On Greenwood Blvd in Lakemary, Fl, and the rates they are charging for a two full (very uncomfortable beds) is $800 a week. The first week was $1000 (We have two dogs at $25 a dog per night) The Full beds are very uncomfortable. It is 4am and I haven't slept yet. We are staying here because we are between places right now. I will honestly die of sleep deprivation before I can sleep in these beds. I have stayed in a few Hotel's / Motels in my life, but these beds honestly are the most uncomfortable I have ever slept on. Come on for a hotel to charge this much money, and not have comfortable beds, that is ridiculous. I have to work in the morning and without any sleep. Plus the bathroom doesn't lock, the stove doesn't get hot and the refrigerator looks like it's been splashed with something red or brown (maybe blood?)

I am extremely upset with this situation, we were in a room with 2 full beds and than they booked our room to someone else because we were told it was week by week which is not true. We are now in a room with a queen bed with is fine, that's not the problem. This room has no smoke alarm, window's are temper with, and they were knocking on our window's until 1am! This completely insanity and horrible how they treat there guests. We are here because we are doing renovations on our home. We still need a room for another week but again i'm not going to pay another 6-8 hundred dollars after already paying over $2200.00. We have this room until the 5th of january, we need someone who is actually going to helps us and not lie and give us stupid excuse's. Please contact me asap. We are at the st. Petersburg-clearwater location off executive dr. We are currently in room 115! Thank you

December 23, 2022 checked in to the Extended Stay in Cortez, Co. First card declined, 2nd card accepted. December 24, 2022, went to the office to pay for another night. Card again declined, paid cash. Check our banking account and both of the charges that we were told were declined were showing on the account. First night showed $124.67, today’s charge was $97.32. Showed on our on line bank account charges to the desk. “Claimed it wasn’t possible, they didn’t take out $124.67 yesterday and the $97.32 didn’t happen today ether because card was declined, you paid cash and we didn’t charge you $124.67, yesterday the charge was $97.32”.

As a note the first card the office declined on the 23rd was accepted at another business, so that tells me the first clue is your card reader isn’t working properly.

The claim is first that the $124.67 was never charged, ok then how does it show up on my bank account under your business name? Card declined today, then again I ask how dose that charge show up on my bank account?

Manger not on duty and will review the issue tomorrow. We check out in the morning around 5 am.

Ether your reader isn’t working, or someone is pocketing some money, leave that up to you to figure out.

At this point it has cost us:

$124.67 (taken from bank account, and amount disputed by office)

$97.32 (taken from bank account)

$97.32 (paid cash) — — — -

Total 319.31 for two nights.

What a great place to break down on Christmas Eve.

Deloris Mathes

[protected]@gmail.com

[protected]

REFUND REQUEST ASSISTANCE:
To Whom It May Concern:
I paid for my hotel reservation through Hopper for the property site:
Extended Stay America Suites Phoenix Scottsdale North
Phone number: [protected]
Reservation dates: Saturday, December 3, 2022, to Friday, December 9, 2022.
I would like to obtain a refund for days that I did not stay through the reservation.
I only stayed one night.
I checked out on December 4 at 835 am.

I was informed by Extended Stay America to tell the third party, Hopper as they will handle it. I asked for a receipt of my early checkout and Omar the representative was not able to provide a receipt, but he did make a note in the system.

I was informed by a Hopper representative that they pre-approved a refund for the days not stayed but they require a written approval by Extended Stay America in writing or via email to [protected]@hopper.com.

Abe, the Extended Stay America site manager called me personally today at 2:00 pm (eastern standard time) to tell me that he would like to give me my money back, but he does not have the power to do it since Hopper has the credit card information.

I have chatted with several Hopper representatives with no resolution of my refund.

Can you please assist me with obtaining my refund?

Sincerely,

Tanya Alim

Been outside waiting to check in for over an hour. Supposedly Feli at the branch manager has been notified twice already and is supposedly doing laundry. Spoke to other staff through phone a couple times and they said there’s nothing they can do and then had the nerve to tell me I have an amazing night. Who’s hiring these people? They are not even here…. Now I see why this is nonrefundable when you purchase a room. Unbelievable thanks Thalia keep up the good work

Good afternoon, my name is michael newstead

i just checked out of room 209 in your ocala location. After staying 4 weeks i paid 419 a week to stay in this place that is roach infested and had to deal with drug dealers dealing out of there room and the back parking lot and listen to them blasting music all through the night into the morning till about 5 am. Every time you get up in the morning or get up at night you see roaches run everyware just not a good experiance at all. I just got deviorced and had to stay in a motel until i could find another place to live. I couldnt afford to find another motel to stay and have money to find a house.