Extended Stay America
reviews and complaints

My daughter and I have been staying at the ESA at 4231 Park Place Ct, Glen Allen, VA 23060. I have filed multiple repair requests and these are never corrected. AC in bedroom does not work, bedbugs in the unit, refrigerator and stove do not work as intended. The fridge will not close and is keeping a constant temp of 68F. This has been issue for 4 months.

There are multiple pit bulls that nip and bite at people at this property. The key card reader for the building does not work and keeps people locked out just to access their space.

There are problems with toilets not flushing properly because the float is stuck and tank does not fill up properly. The sinks and tubs are often blocked with "goop" and maintenance never cleans these drains.

Considering that we are paying for all these items and them not to work as promised is a failure.

The GM would just change schedules without notifying employees , allow employees to come into work late and not just 5 10 minutes it would be 2 and 3 hours, this would be on a day to day basis employees would call off on there day scheduled to work and then come in 4 hours later after calling off. certain employees would get away with putting in a two week notice twice and the GM took it back twice and then the employee quit. When another employee asked to extend her two weeks notice she was told no. the GM does not know how to run a front office she is very Bias

This Marisol I'm continuing my review, I feel like I'm being discriminated, because why I'm being approached and given options on moving me and my kids to another location, all because of a receptionist, I feel threatened as well, because she's always telling me that I'm not getting a extended stay at this location, as well as she notified other parents, if someone can please call me, also I will be speaking to a lawyer on this situation because, I'm a single mom with two kids, and I feel like I'm being discriminated and picked on, I also notified Manager that they have people here, smoking crack, doing Molly's, smoking cigarettes in the rooms, and also there is prostitution in these premisses, that are not being addressed but I'm getting picked on, for nothing and I'm given options on moving me because my room is the problem and I'm getting random text about DCF is going to be called on me, I have proof of everything

One morning after checking into ESA at North Chesterfield Arboretum in Richmond Virginia, I decided to pull back the mattress cover and discovered absolute filth. The mattress was soiled with all types of stains and bugs. The Manager offered to shampoo the mattress which was unacceptable and inappropriate for the situation. I video the entire situation and tried attaching it o but the 25MG exceed the attachment limit. I can definitely text the video. I want a full refund.

On Tursday night I called the phone number to get a room in Savannnah Ga.I needed a room with walk in shower and doorway to fit wheel chair.I was assured they they had a room for me.The lady kept repeating yes yes walking shower.I made reservation because of what she said.Because of disabilities I have to make sure my chair will fit and also shower.We checked in early on Wednesday because my daughter was having surgery that day.After finished with dropping off my daughter I returned to extended stay.

I could not open the front doors they were too heavy to push the doors and also maneuver my chair.Once I got in I went to the elevator went to 235 .I was told handicapp room right next to the elevator. It wasn't almost to the end of hallway.I couldn't push my room door and use the card at same time.When I got in the first I notice was no walkin shower the door handle from the bathroom fell off.i had to leave it because not able to bend to pick things up.i felt very depressed because of the things I could not do that should of been explained and I would of moved onto a hotel the would of met my needs.It really was a horrible experience not being able to get out or into my room without difficulties.If emergency came about I would of been stuck not being able to open my door with ease.And not to take a shower for the 2 days was not alright.Im not the only elderly handicap person to stay in your hotel and not have my issues addressed.I was told to complain to my corporate office.So here I am .There must be some kind of american with disabilities act ?

Thank you

Susan Moye

I work out of state for a living so my company regularly books me into extended stays for a month at a time. Every single one I’ve been booked into has had no working elevator. Carting heavy cases up stairs is extremely dangerous and inconvenient. On top of that the only working doors into the hotel is through the front door. Another inconvenience when the only parking is around the back side.

Most rooms have been fine, though the recliners are broken and uncomfortable. Not having the dishes and cooking items already in the room is another added inconvenience. I’ve already checked in, would like to relax but have to go cart all my kitchen items back to my room, and most times I’m not given a complete set. I’ve stayed in other long term stay hotels where toasters, coffee pots, crock pots, dishes, silverware, pot, pans glasses and plates and bowls were all in the room. Also, extra bed linens are IMPOSSIBLE to get. An extra blanket would be nice in each room along with FOUR pillows on beds, not three.

Cleaning is done every two weeks, MAYBE, and the floors are always left sticky.

Families with small children should be booked into rooms on the ground floor as kids like to jump and run, and when they are above me and I want a different room they are all booked. Keeping families on the ground floor avoids this whole mess.

I recently had my kitchen sink overflow from someone else’s room. It was a disaster and instead of moving me to a new room, there were none, i was told that they would clean the next day. Came in today to still wet towels and counters covered in grime.

Im asking my company to book me in residence inn or staybridge from now on.

To whom it many concern;

I’m in the military and staying in the Extended stay American located on 200 Bluestone Rd

Alexandria, VA 22304, United States. And I’m staying here TDY for a month for the military at a cost of $3633.32 for the month and I’m getting charged for 6 different taxes, and I’m supposed to be getting free breakfast but there is only coffee sometimes in the morning and sometimes not even that! Then they said there is free laundry on site but come to find out the charge $2.50 to wash your laundry and $2.50 to dry your laundry so that also was a lie by them so nothing has been true by this hotel at all so far and the manager is not willing to do anything about it! Then the latest thing to happen was people trying to break in to my room, then the cleaning people trying to come in my room and then the front desk people coming and knocking on my door asking that they have no knowledge that I’m in the room I’m in. And I told them you need to get with your manager and he needs to get it figured out, I’m sure he mixed up the room numbers since he has been doing that a lot lately! And two other customer had the same experience were the manager gave them a room with someone already in it or gave them a room and mixed up the numbers. This hotel is very poorly ran, poor accommodation, unknowledgeable staff and allow people that do drugs and weed in and out of there establishment and do not care that there hotel smells like weed and the customers always complain!

It has been brought to my attention that pertinent data affecting my account here at Extended Stay America has been grossly altered in the system. The reason why I know it has been grossly altered is because I have hard copies given to me earlier in the prior week. The current manager went into the system and raised my rate to someone who has not been here for a while at the amount of approximately $80 a day or $700+ for the week where I have been paying approximately $450 a week. These illegal changes now indicate I owe over $4,000 which is not correct. I had 8 previous over charges which netted an overcharge of approximately $380 for each of the 8 previous weeks and were being applied as necessary to cover my charges. Again, I never since I have been here since the end of May 2019, have let my bill go for 11 weeks without paying in full.

The manager is using this wrong information for which I found out she made the changes as she has instructed her staff that no one other than her can make any changes to a guest portfolio. Thank goodness I always check and protect data concerning all of my necessary expenditures, and thankful I do have them. I don't understand why someone in a Managers position would do something like this as it is hard enough to find a good job these days. I have been biting my Toung and trying not to lose my cool, but also do not appreciate being told that I need to pay $4400 in cash by Monday. Please advise me what to do with this matter or if you guide me where to go to have this handled and my good name restored.

I am appreciative of your previous help, but truly need your assistance with this serious issue which can be considered as fraud and falsification of data that brings terrible connotation to your establishment.

Sincerely,

Carol Watson, CGFM, CMA, MBA; MSA; Certified Finicals Manager; Certified Management Accountant, Masters Business Administration

I booked a stay on booking.com for Extended Stay America- Houston. The address is 16939 Tomball Pkwy, Houston, TX 77064 and the reservation check in # [protected]. When I arrived there was trash everywhere outside, people scrapping in the back of trucks. When I checked in I was given the room key where I walked in and my feet stuck to the floor, there were dead cockroaches and broken drawers. There was also trash in the hallway and signs saying not to leave anything in your car or it will get broke into. I have pictures and video of all of these items. I have been unsuccessful at getting the $258.00 refunded to me and I had to find another hotel to stay in because I was not going to stay in a place in that condition traveling 18 hours in a car from MN. I have contacted the hotel more than 5 times, each time I am told they do not have my money, I contacted booking.com at least 5 times or more and they said the hotel has my $258.00, meanwhile I am being billed interest at 25% while I am disputing this charge. On my credit card statement the Ref #74987502204000291313626 TPI Booking.com Amsterdam. And booking.com said your hotel uses a 3rd party on booking.com and that is why they cannot refund my money.

i am staying at the oakland, ca hotel. I have been treated very rudely, i have been locked out of my room on numerous occasions forced to pay more money to even get in to get my service dog out. They took payment on a friday then locked me out of my room all weekend saying i wasn't a registered guest. I have been threatened by security (however he got fired) my car broken into, I just recently got a notice from your manager dated August 8th telling me I have until july 31st. to clean my room and that they warned me about it in feburary and i hadnt rectified situation how do they know i was never given notice they intended to look in my room. Here in california after 30 days im a legal tenant and get afforded all rights as set forth which means 24 hour notificaion they intend to enter my dwelling however i get notice instead which means they entered when i wasnt here otherwise how would they know what my room looked like. They also stated they offered to help me ya right if I want help cleaning my room or to have maid service it will cost an additional 10 dollars. and whatever happened to free breakfast never once in the whoile year. BED BUGS, RATS, ROACHES

On Friday July 22nd my family and I arrived at The Extended Stay in Richmond Virginia (6807 Paragon Pl, Richmond, VA 23230) around dinner time. We simply needed to stay the night and continue our travels in the morning. We had already drove 6 hours and were tired. As wee checked in the building had a smell of wet dog and weed. Something just didn't smell right.

We settled down in our room and then went to dinner. Around 8 o'clock we start to get ready for bed. My daughter was to sleep on the pull out couch. We pull out the mattress to the couch and get hit with the smell of urine. The mattress is stained all over it with urine, brown unknown stains and blood! I have pictures!

I call the front desk for a manager to come up. She says there is no manager but she will come up. She comes up and basically says nothing after looking at the mattress. Says she is going back downstairs and calling her manager to see what to do!? No sorry... No, "let's get you guys out of here"... Nothing!

My husband and I then decide it tie to pack up and get out of there. So, I call down to the desk... Still not hearing anything from her... And tell her we would be leaving and that she can give us a total refund.

It's now 9 at night and I need to find somewhere for my husband and kids to stay the night. She gives me a refund and that's it! Doesn't even offer to give us a new room and a refund... Almost as if this was a normal thing?

I finally find somewhere to stay and to be honest, it was just as sketchy as this place. We had a crappy night of sleep and just wanted to leave as soon as possible.

We were very unhappy with the hotel, the accommodations and the breakfast. We will never stay at another Extended Stay America Hotel again.

We stayed at the Extended Stay America Hotel #10. West Hills Knoxville Tennessee from August 2 thru August 6. We had 3 rooms: 102, 223 , and 324 . Our reservation was made in December 2021 for 3 rooms near each other and one of them was to be a handicap room with a walk-in shower.

When we checked in on August 2nd the deck clerk said the handicap room would be on the 3rd floor. 3 flights of stairs and NO elevator. This would be impossible for me to climb all those stairs. He later changed his mind and said the handicap room would be on the first floor. We were given rooms on 3 different floors NOT near each other as we requested when the reservation was made. The clerk gave us a coffee pot and 4 bags of coffee for room 102. We did not get coffee cups. We were told about the breakfast times and room 324 got the WIFI passcode. Not very consistent.

We got to the entrance for room 102, the walkway was very uneven and the grass was very overgrown. Difficult to find the entrance door. The inside door was very heavy and stuck so was hard to open. Upon entering our room we felt it was depressing looking, dark and unorganized. The room smelled musty. The furniture was very uncomfortable. The carpet was old and worn. The bed was very hard. The bathroom had a lot of handicap bars but only a tub with a shower. We had requested a walk-in shower. For a handicap person this was unacceptable. The only toiletries were a tiny container of shampoo and 1 small soap. There wasn’t even any paper towels in the kitchen. The TV went out during the rainstorm. The floor in the main living area slopped. Was dangerous for me since I have problems walking on uneven surfaces.

Room 324: When they tried to enter the room the key would not work. They had to goback to the desk clerk from the 3rd floor. He gave them a room across the hall. (Amazing since we were told there were no other rooms available.) Their room was as dark and depressing as 102.

The grab and Go breakfast was a joke. NO juice or milk (you know many people don’t drink coffee.)

These 2 rooms were paid by Janice Gies 9312 Baron Road Bonita Springs, FL 34135. Phone number [protected]. I paid $406.00 for each room. I certaintly would like a full refund.

Room 223 was paid for by my son John Gies. He is sending his own information.

Greetings:

On Friday, August 5th, 2022, at approximately 12 noon there was loud grinding sledgehammer-type noise outside my suite 121. Thus, my restful sleep was interrupted. I explained to front desk clerk my situation and if manager could reach out but, never got in contact. The least front desk clerks or management can do is keep abreast of these maintenance duties and NOT rent a room where a guest is staying near-by. This deafening noise was right outside my door it seemed and without alerting one at least with a phone call. Really disappointed since I am a regular at this location 8940 E. Sligh Ave. Tampa, FL 33610. Extended Stay America Premier Suites Fair Ground Casino.

I had prepaid for a month at the Extended Stay America in Lenexa between my family and I moving from a home we sold to our new residence. When I was looking into places to stay, there were a number of factors important to me and my family:

1. Dog friendly

2. Location

3. Amenities

I found the Extended Stay America in Lenexa to fit what we were looking for based upon the details on the website and speaking with an associate. Boy, was I wrong.

Here is a brief overlook of our 2 out of 4 week stay at the Extended Stay America Lenexa Branch.

Check in: no one was there, they had a sign on the check in desk that said they were off site and would be back at 3PM. 3:10 PM rolls around with no one onsite, so I call. No answer. I call an 800 number to let them know that we have been there for about 15 minutes with no one around. They call. No answer. They call a different number? Two individuals arrive at the front desk. I am provided my door keys. They take a deposit telling me any incidentals will be taken off of this deposit and it is returned upon check out. With that, they told me that breakfast is available starting at 6 AM each morning. After a few questions, I find out that they service/clean rooms once a week. I asked that they do not clean our room. They tell me I am able to come to the front desk for towels/bedding/etc.

Upon entering the room: air quality is poor, room is OK, very dim lighting (no lighting in kitchen), minimal damage, everything else seemed OK in the room. Outside would tell a different story. The type of people that stay and hang out at the facility were not what you would consider family friendly. Many homeless people, people outside drinking, area smells like weed 24/7 and we saw many drug deals in the parking lot on a daily basis. THIS IS NOT, I REPEAT, NOT a family friendly environment. I started carrying around my gun when I was out of the room with my daughter because it was that bad.

As we start to set up and use the room, we noticed the dishwasher did not work, you could not see in the kitchen because there was no lighting and the mini-split slowly stopped working/wouldn't stay cool. On day 2 or 3 the microwave stopped working. Everything seemed to be on a shared circuit with other rooms. Many of our lights would go dim, TV would stop working, outlets wouldn't work, etc. After being there for just a few days, we noticed most residents would let their dogs pop on the sidewalks and in the road. Probably because the exterior of the facility was terribly kept and there were no dog bags. The "dog" trash cans were always full. Trash, broken beer bottles, empty food containers and dog poop would be outside our door/walkway almost every morning.

Their website provides false information on their amenities. With that, they provide false information upon check in. No utensils, no cookware, no working dishwasher, no working microwave, non-working mini split, no breakfast at 6 AM, the washer and dryer on site were in such poor condition they were unusable. They do not maintenance the rooms to have properly functioning amenities. I even think a website says they have a treadmill on site, which is not true. Many times, I went in at 6 AM to get coffee and the door was locked. I realized they would never open like they said and stopped trying. It would be 50/50 if the doors would be open by 6:30 AM.

We would bring our towels back frequently when they were soiled and asked for towels twice in a week. We are a family of three and were only provided two large bath towels. After the first week, we were denied towels. With that, we received bedding that had dead cock roaches in the sheets. We were also denied sheets after the first set we received.

The fire alarm went off during our time there and when I called the front desk (not knowing it wasn't just my unit because I had no idea why it went off), I got yelled at for calling.

When I would even bring up a problem, I was told they were having management issues - we were told of 3 different managers in our two-week period at the location. No one ever answered their phone and many times no one would be at the front desk. We brought all issues to the attention of anyone that would listen, politely and calmly, and nothing got done. They also did not act surprised at all and provided no feedback about the non-working items. Oh, I am sorry, a light bulb got changed out after I was told I couldn't just put one in myself and three days later it got changed. My whole family got sinus infections, probably from poor maintenance of the mini-split systems. We ended up having to buy an air purifier just to breathe.

The last straw for us is when we were denied towels and bedding and threatened. The staff there is so unprofessional, and they just simply do not care. They also make excuse after excuse or ignore anything brought up to them about issues. On a number of occasions, they got snippy with us and threatening about TOWELS, and when we brought up all of the issues we were having, they literally would walk away. They also liked to just charge my card for things without even notifying me. They told me they "would" charge my card for stains on the towels if we brought them back with stains. I am talking about small stains from cooking and make up. USE BLEACH, PEOPLE. Well, they weren't just "going" to charge my card. They did. Days prior to threatening me about it and then did again after we left.

During the last conversation I had with Monique, the front desk worker, she told me that they have bigger problems of people destroying rooms and they had management issues, so we needed to be working with them. This was a start of our not so pleasant conversation in regard to me asking for towels because we had gone 7 days being told they had no more towels.

I was so upset after our encounter along with all of the issues we were having with literally no one that worked there caring or trying to help and no consistent manager or anyone that would answer the phone for that matter, we left.

There is more, much more but I don't have the time or energy to write anymore.

I reached out to corporate with no response. I requested a full refund, or at minimum a prorated amount for the time we are not staying there. No response. Not a single one. I even emailed them again this morning.

WE HAD TO CARRY GUNS WITH US FOR SAFETY AND BUY OUR OWN TOWELS BECAUSE THEY WOULDN'T GIVE US TOWELS.

It is unfortunate such a large corporate company treats people this way. Extended Stay America does not care about their customers and are not in the business for providing quality service. That was one of the worst experiences I have ever had and the WORST customer service, by far. With that, I feel like they are scammers and thieves.

I know this sounds like a joke, but you are better off living in a tent or your vehicle if this is your only place to go.

Hi,

I made a reservation on May 14th & I have the email. When I checked on July 31st late at night, the front desk person said my reservation was through the 10th of August. That was incorrect. He said to call tomorrow to straighten it out and the manager will be here in 2 days. I am here for a school graduate research program at OSU. I called today Aug 1st 877.651.2124 and customer service pointed the finger and told me to call guest relations and guest relations was closed. Ryan who answered was not helpful and said that because "I checked in" I kept/changed the date to Aug 10th. I never changed it, he accused me of that and my email does not reflect that. It has always been till the 29th. Here is my email below. I was told it's $76.00 per day with taxes included. Also, the hotel room floor is very dirty, my husband had to wash it two times, there is black dirt and a blue color type of debree on the floor. The kitchen was not stocked and the bed was not clean either, it smells like sweat. We work a lot and are tired. I also asked if there was a pull-out for my 7-year-old son and I was told no even though I made my reservation in May. There has been a bunch of garbage by the side door and I told the front desk, Clover today and she said "I know" and It's still there many hours later. No one wants to take care of my issue. I really need my rate changed to the correct rate I reserved on May 16th and I have been getting the runaround. Everyone points a finger and the front desk says to call the customer service number and then they point the finger and tell me to call the front desk.

My husband and I are here to work, when we are off work, your guest services are closed. Can I please have someone in charge call me? 408.316.4949.

May 14, 2022, 10:41 AM

Confirmation No # [protected]

ESA Suites - Portland - Beaverton Hillsboro - Eider Ct

18665 NW Eider Ct, OR USA - 97006

Phone [protected]

Email [protected]@Extendedstay.com

Website Www.Extendedstayamerica.Com

Check In Date Jul 31, 2022

Number Of Nights 30

Check Out Date Aug 30, 2022

Check In Time 03:00:00 PM

Date Range Nights Rate Type Estimated Rate Estimated Tax Estimated Per Night Total Estimated Total

Jul 31, 2022 - Aug 29, 2022 30 ESA PREF CORP RATE - NGCTWM $2,279.70 $307.80 $86.25 $2,587.50

Reservation Summary

Rent Charges $2,587.50

Estimated Misc Charges $0.00

Total $2,587.50

Min Amount To Collect $603.75

I gave the noticed several times starting on July 31st, 2022 to desk clerks, managers that I had been attacked by bed bugs and I requested a move several times. Today is August 1st and I have yet to be sent to another room after making another complaint today. The room next to be was, Room 256 and I requested that I move there since I have so much stuff in my current room.

This hotel has gone down several notches since I stayed here several years ago. This is the Extended Stay hotel in Merriam, Kansas.

It has bad or non caring service representatives, not enough room cleaners as I had to wait 2 hours to get a room on Friday, July 29th, 2022. Of course this room had bad carpet when I entered, refrigerator full of last clients food and roaches unafraid to show themselves. Earlier in the week I was awaking several times early in the morning hours from several men going to a room with a woman.

I have been in the extended stay now for almost 2 weeks checking out tomorrow August 1st through my stay I have went to front desk for a cooking kit which advertise and has been status quo since I have been staying using 2013 when I stay in the same hotel for half a year which it was great exceptional service everything was as advertised if it was a problem there was rectified immediately I being a food and beverage director had a purchasing of the Marriott Boston Newton for years as well as many places standing in from Boston at the convention center here in Tampa and all your major universities working through Aramark I in management know in hospitality you're supposed to meet the customer standings customer satisfaction is a must any problem must be rectified and remedied or even an effort has to be made me being understanding of under training staff due to coronavirus I brushed it off and hopes that it would be rectified told to open my sauce with a knife which is unsanitary and ridiculous given for a kid a rusty pan with the surface scratched off plastic fork knife and Spoon told it would be remedy never was my wife broke her phone so needing to contact her through the day since our beginning of stay we've had no landline phone told it would be rectified when it's easy as to go into an empty room that is not sold and get a phone unacceptable that the day before checkout were complaining and told again that it take it will be put in in the problem will be rectified by Monday that's when I check out going Ford the laundromat taking all our money not doing our laundry right leaving us having to hang dry our clothes and I'll run hold the call at 1-800 number and I'm sorry it's unacceptable wearing damp chef coats in in my suits to business meetings at the convention center is ridiculous unacceptable and should never happen the door from the bathroom was destroyed on the bottom where chipset would cover the floor where you feet the newly painted tub was painted with a paint that is not made for bathtubs there was no seal on it so depends would crack and all the chips and pains were all through the nicely painted tub look disgusting and unacceptable having no dishes nothing to drink out of is ridiculous when it's advertised I am dumbfounded and cannot believe this property has went down so much I did not stay at the Marriott brand which I love the most because I love you as well due to your kitchens and your pet friendly atmosphere I have further reservations in different cities and I feel as if I need to cancel immediately and not understanding why I am not even been contacted by a manager that knows what's going on coming home on the 29th at midnight after a 19 hour almost shift I am told there was more lights out than the missing light bulb we've had since day one in the bedroom the other light in the bedroom went out and there was no lights in the bathroom maintenance will not be back till Monday is unacceptable and ridiculous on an emergency status having 40 rooms empty and not at least at the very least moving our rooms or even coming to check the light bulbs is unacceptable going to the bathroom in the dark is unacceptable taking a shower in the dark is unacceptable having to go back tonight is unacceptable to have to deal with another person that doesn't know what's going on or how to remedy your problem and I'm sorry sir I am new here is no longer going to cover it if I am not contacting me I will upload all the voted videos and audios I have through all the major universities in the area as well as I will dispute these charges and we can fight this out before cuz I'm sure I'll be contacted the moment these charges are disputed I do not want to go this far I am completely upset and should have waited but I cannot wait anymore I'm embarrassed completely embarrassed that I continue to let this happen being in food and beverage embarrassing I kept on fishing out all this money to a place that can't even keep up at the standards and Status Quo is unacceptable and by far ridiculous at best not only did they render services that put a blemish on your brand alone this property is gone completely downhill better off staying at a drug Hotel on Nebraska Ave my email is [protected]@gmail.com 1 phone number is [protected] staying at the Tampa Extended Stay North Airport I will upload the videos for proof and and submit the proof to anybody as requested otherwise we will see each other in a court!