Extended Stay America

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!

Naperville east employee Ericka Continues to be harassing and Stalking invading my privacy she called the p[olice and had another neighbor in room 112 come out of his room where I and my children reside complaining to the police who told him to back off and it was none of his business Ericka Standing at my door when I opened it! This is the 2nd time she is in my Personal business and not doing her job! as an employee.

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