Extended Stay America
reviews and complaints

I waited an hour and a half just to check in. The manager did not seem to care about my concerns. Very unclean. I felt stuck with the reservation because the woman at the front desk did not know what she was doing and there was not any manager to help her. My stay was from 6/26 to check out 6/30 at the Horsham welsh road Extended stay. It felt like I was in the ghetto. People loitering around outside, smoking and drinking. There was even a drug overdose and the ambulance and about 5 police cars were there and took someone out. The place seems to be a health risk, and in my opinion, should not be open as a hotel. It is more like a motel. I am very disappointed and will never stay at an extended stay ever, especially not this one.

My wife and I was in Auburn Hills Michigan for our grandson’s high school graduation. We booked an overnight stay at the Extended Stay America near the University his graduation was being held. The stay was horrific. They had a long term resident who’s dog barked all night long and long term residence partying in the halls. We we kept awake by the noise all night. I complained to the manager the next morning and she apologized and said she warned the owner of the dog before. I submitted my complaint. The next day a representative from Extended Stay America called me to get more details and to personally apologize. She stated I will issue you a partial refund. She stated since your credit card was already charged I will issue a credit to your credit card and it will take 3 to 5 days. My stay was June 4, 2022 and I received the call on June 5, 2022. I waited over a week and no credit on my credit card. I sent an email, from their website, to customer service, explained what happen and when my credit will be submitted to my credit card account. I heard nothing. Over the last 28 days I submitted two more email through their website and still nothing. No phone call no credit to my credit card account. They told me what I wanted to hear and then ignored me. They are unprofessional and liars.

I was there for 8 months I gave your company over $13,000 to stay I had tripped in your room and broke a rib real bad it was reported then I had fallen in in your hallway. I was not going to file a claim but my rib is still bothering me. Plus you treated me like free loafer I miss 5 days. Was going to pay I am disabled with a health issue and you people kicked me into the street where I got very sick and ended up in the hospital because I tried to commit suicide because of your company so I will be contacting a lawyer. For pain and suffering see what people say about that when the news media find out.

Laurie Giordano

This hotel I stayed at was disgusting and just unperfessional I live in tulsa oklahoma and I stayed at this hotel on 41 an memorial called extended stay for a short period of time they are just nasty and croiked and all bad so bad that they where closed down

I didnt even realize they where not even suposto be selling rooms to anyone because the owner had already sold the building so he took money illegally from people for a long time

I was quoted a corporate rate and assured I did not need any documentation or affiliation in order to get this rate. I just had to arrive at the hotel, show my ID and I was assured this rate.

When I arrived I was told I couldn't get this rate because I lacked a CL number.

My new rate was nearly double.

I checked in and called Customer service on Monday. They said they would review the call and get back to me in 48 hrs. They did not.

A week later I called again, was told call hadn't been reviewed and they'd get back to me... I asked to be transferred to supervisor. After 30 mins on hold waiting, I left a message and was never contacted.

A week later - today, I call back and am told the call was reviewed and the service agent never entered a CLC number and I didn't have one so therefore I had no claim.

THAT is NOT what should have come from the call review. What should have come out is that the agent promised the corporate rate, was specifically asked if I needed to bring any corporate documentation when I checked in to get the rate, was told no, that I was all set and only had to show my personal ID. No further documentation and I again verified that I didnt need to belong to any organization to get this rate to which she replied "no, you're good to go" , or words to that effect.

This is a clear case of Bait and Switch.

Am now forwarding this to my attorney.

I booked my room via booking.com on 13 Jun 21 for the Eden Prairie Valley View Road location for 1-11 Jun 22. Upon check in on 1 Jun, hotel desk clerk Rachel told us that she didn't see the reservation. I showed her the confirmed reservation in my email and she said that the district manager had cancelled it. I asked why, she said she didn't know and that several had been cancelled. She then said that she would book us as a walk in and leave a note to amend the rate. Upon entering room 203, the lock is unstable, the phone cord is severed, all of the outlets look like fire hazards with the faceplates partially or completely missing and one outlet shakes. The handle bar in the shower is covered in masking tape. On 2 Jun 22 I spoke with the district manager who said she was adjusting the rate to the booking.com rate and moving us to another room. She said she'd have keys available for us to pick up once we returned. Upon returning that evening, we stopped by the front desk and inquired about the keys. There is a new desk clerk there. He said it is his first night and Rachel left him alone. We were down there 12 minutes as he tried to search for notes and employee phone numbers. His search proved unsuccessful. He then went to look for Rachel and that was unsuccessful as well. It is his 1st night and he was left alone. We came back to room 203. We tried to call the 800 number for help, but the csr agent hung up on us. We called back and asked for a supervisor and they said she didn't know what a supervisor was and transferred us to customer service. Customer service told us to call booking.com for help! I then went downstairs to ask for a remote becase room 203 did not have one and Rachel still was not down there. This is unacceptable. I will notify the district manager in the morning.I am extremely dissatisfied with this hotel service and this room.

Rolanda K. Jones

To whom this may concern,

My name is Maopa McClure I am writing this statement to share my experience with you about my short time at the extended stay America located in Las colinas - (Carnaby st) irving, TX. I had a reservation for April 30th through May 7th reservation number [protected]. I drove in from California and expected to have a restful and pleasant stay here at the extended stay America but did not. I checked in around 11:30PM – MIDNIGHT on Sat. April 30th. As me and my friend walk into the office to check in, a young gentlemen was standing in the corner by the printer wearing a long black trench coat with the hoodie over his head and his back towards us, He did not turn around or acknowledge us until we had said “hi” he then turned around hiding his face inside the black hoodie over his head, looking down and His response was “what do we want?” we told him we had a reservation and he continued to walk to the computer to check us in. Not once did he look up to reveal his face or conversation, he stayed cover in his black trench coat and hid his face inside his hoodie. It was very uncomfortable and uncanny. We did not have a good feeling, but we had no where to go the fact it was very late from our drive into Texas from California. He did not make us feel safe for choosing your hotel The extended stay America at all. we felt very alarmed all night, unsafe, did not get good rest at all that night. Along with that horrible fearful experience from your front desk clerk there were two men blasting music outside from their car drinking in the parking lot and the room smelt like mold. The next morning, I had called the office to ask about a refund and she had a very rude tone and told me she couldn’t refund me I would have to call reservation. since it was the weekend, I could not get ahold of them until Monday. From this very unsafe and frightened feeling I left and paid for another hotel. I couldn’t even check out cause when I went into the office no one was in there, so I dropped my room keys in their box. So Monday I call reservations and spoke to a gentleman about it and he wrote a report but told me the best way I can get it resolved was to reach out to that locations manager. So I got ahold of Deena and she was no help. She told me “There is nothing wrong with that boy, he is 18 years old and still a child.” I continued to express how I felt and how I did not stay there, she told me she will speak to her boss and get back to me. I did not hear back that day so I called the next day and nothing. I called every day that week and left messages but did not hear back from her until Saturday May 7th. She completely disregarded the situation and asked me if I was extending my stay or checking out after knowing the situation and that I already left the property days ago. She proceeded to tell me that I needed to call reservations and speak to them and reservations call her, and she could not help me the fact I was on a discounted rate. I purchased through the hotel website perks program. But the first time I spoke to her she told me she was going to reach out to her manager. so I’m confused about that and all this is causing me distress. If she is a manager, how does she not know her operating hours or procedures? I am very disappointed in trusting the extended stay America for my transition into Texas. We did not deserve to be spoken and treated in disrespect while paying for service. I am requesting a full refund back into my account totaling $434.63 from this unethical behavior and not staying on your property. Also, if this was a joke that your front desk agent played, trying to scare people, its causing the company profit by losing customers.

Thank you,

Maopa McClure

Email address: [protected]@gmail.com

Telephone: [protected]

Our stay at North Charleston SC Extended Stay was disgusting on April 23, 2022! The room had bugs than I’ve seen ever! Multiple cockroaches and not big Palmetto bug. Found 2 roaches that climbed in our cooler. Room smelled of cigarettes with cigarette burns on carpet. Drunk guy passed out in hotel staircase, hallway reeked of pot. I am not sure where the reviews were from 5 and above, my guess they were planted! There numerous other complaints of bugs, smell of pot etc. There is an apology from management saying they take with complaints seriously, since no changes have been made I doubt anyone takes complaints seriously. I am concerned all your hotels follow this same complaints. I will avoid these hotels in the future!

On 4/13/2022 i checked into the extended stay America hotel on Buskirk in pleasant hill, CA. i originally checked in with my family in 2 separate rooms. room 220 and 222. the reservation was made online with my credit card. I was not aware that a 100.00 deposit was needed for each room considering 1 reservation was made for both rooms. when i get to the hotel I was advised by ERIK (staff) that a $100 deposit was needed for each room. I let staff know i did not have the deposit for another room. they called management and had the other deposit waived. i was told that it is policy to get deposit for each room and if we didn't have it next time we reserve, we would be asked to leave. the next day i proceeded to make a reservation for 2 rooms again. it was 11:38am and i called from the room asking that we get a little time to put thew funds on a card to reserve the room. i was rudely interrupted and told that we didn't reserve the room before 11am and we had to check out. i asked why we are being kicked out i was then advised by roger (manager) that he will not extend because what happen the day before. i asked with desperation if we could simply be allowed the 15 minutes to put the funds on the cad on file. roger insisted on telling me we have to check out and we had until 12:00pm i asked for a reason we were being put out. i asked if we could stay and pay, he said no i had to go. i expressed that i would be homeless with my family and he could make a difference in my family life all we need is the time to go to the bank, he said NO and hang the phone in my face.

Submitting a complaint about the location at 4100 equity drive in Orlando. I am a travel nurse (Charmaine Grant - Room 211) and made reservations for 13 weeks at this location. On day one I requested room/basic service to be done weekly on a Wednesday. I was assured this would be done, especially since I only request basic services (bed change, towels change, garbage can change). This started in December and we are now in February and it has NEVER been done without me complaining that it was missed. I submitted a complaint to your office and was advised to contact the branch's manager. I ended up speaking with the MAIN manager and he assured me that my issues would be addressed; which escalated to my room wreaking of smoke and I do not smoke (coming through the bathroom vent and under the door), disturbed by loud guests, back door not working on several occasions and re-keying on odd days without being advised that it's linked to my weekly payment. Yet again, I return from not being there for 3 days last week and the room was not touched. I refuse to go to that front desk another week and I need to be compensated for the MOST UNCOMFORTABLE hotel stay I have ever had in my life.

I personally have stayed in numerous hotels/motels, etc all over the world and never have been so disrespected and violations of guests' privacy since the current manager in Springfield, VA, came on board. I have been here for over two years and was very happy and felt safe until recently. this woman has taken the action of bothering me every week with a so-called room inspection. Is this a policy or a violation of my privacy? yes, I admit I am a bit of a slob but when it gets to the point of being on my nerves I put everything back in its place. I don't mean a slob with trash everywhere, it's just that I have a lot of stuff and enjoy shopping when I am depressed and generally end up giving most items away. Anyway who is she to come to my room and tell me what to do with my items. I opted out of hotel services for privacy purposes and these are constantly being violated. this woman has called the police on me because I did not open my door fast enough as I was asleep. Your previous manager worked with the residents and respected their privacy. I am very close to filing a legal grievance but hope you can resolve this issue and keep this woman out of my room and personal space. she constantly says things that this corporate police but when I ask for documentation I receive nothing. please I am asking you to resolve this issue so I do not have to take these issues further.

Thank you,

Carol Watson, CGFM, CMA, MSA

Hotel room not clean, chairs have stains, broken lights, dust and dirt though out room, missing appliances, broken shelves, and dirty towels. I requested to move rooms but was told no by front desk no other room available. I contacted booking.com and complained to them with no success. So, we left the hotel 1hr after being there. Extended stay America in Schaumburg Illinois.

My sister booked reservations for Charlotte NC Park Rd location and had a stroke. She is now in the hospital unable to speak, walk, eat. The manager is refusing to give up her belongings which includes her pocketbook with her health insurance card in it. We have made several attempts to get her belongings and keep getting rejected by David Martinez, even with a legal power of attorney.

The family lawyer will be contacted immediately.

Back in September of this year around the 24th to the 27th of this year reservations were made by my wife Eleanor Land at your hotel on Kinley Rd. in Irmo, SC. my wife called told the hotel staff ahead of time that we would be a late arrival because were driving from Massachusetts to the state of South Carolina, when we arrive at the hotel that evening, between 7 and 8pm we were told that no rooms were available, we could not believe what the attendant was telling us after such a long drive from Boston. The desk attendant tried to explain the mix up but to no avail so she called her supervisor by the name of Katherine Brewer and she made the situation worse by trying to rent a room to me and my wife that was taken out of service due to a dog rip furniture from previous client it was disgusting to say the least. It was later in the evening we ask for a refund and we ended up staying else where which cost us much more because we made reservation on line with Extended Stay. We have now settled in Chapin, SC. which the people happen to be much nicer than the way our situation was handled that evening at your hotel.