Menu
Extended Stay America
Extended Stay America Customer Service Phone, Email, Contacts

Extended Stay America
reviews & complaints

www.extendedstayamerica.com
www.extendedstayamerica.com

Learn how the rating is calculated

1.1 271 Reviews

Extended Stay America Complaints Summary

5 Resolved
265 Unresolved
Our verdict: If considering services from Extended Stay America with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Extended Stay America has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Extended Stay America. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Extended Stay America reviews & complaints 271

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Extended Stay America reviews & complaints

ComplaintsBoard
B
2:45 pm EDT

Extended Stay America just really lousy...

Had to wait ten minutes during check-in due to counter person talking on the phone. She chose to not recognize me as a waiting customer but continued talking. Person checking me in should have asked me if I needed any silverware, dishes or glasses BEFORE I went to the room. Major inconvenience as a result.

I was assigned room 121 which was "dingy and jammed together". I've stayed at much nicer, roomier locations than offered here. Tripped over furniture while trying to find a switch in the middle of the night resulting in major psychological issues.

Laundry in another building; inconvenient. Only vending machine was in the main building, a good one block walk.

TV remote was disgustingly covered in filth. I did not want to even touch it to clean it.

Room was infested with little bugs that flew into my eyes and nose. These were not bed bugs but something else.

New, Samsung tablet stolen from room while I was in office checking out. Reported to staff person phone who couldn't have cared less.

During check out, my key card authorization was removed and had to wait for a cleaning person to open the door. Had to call a second time as no one had shown up.

Overall, it was a terrible experience! Awkward furniture placement resulting in tripping over it in the middle of the night, lack of any amenities, bugs, uncaring staff including at front desk, light fingered staff who stole my new Samsung table while I was checking out and failure of front desk person to ask me if I had anything remaining in my room and unauthorized my key card causing more inconvenience.

These issues ultimately resulted in my having to go to a Mental Health facility due to the falls over furniture, incessant bugs flying around, poor communication with the staff. Made me feel ungrateful for requesting a first floor location.

A refund would be nice but I doubt Extended Stay America will react positively to any of these claims.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
E
8:57 am EDT

Extended Stay America room reservation

I specifically asked for a room with a disability shower when I reserved my room for my physically disabled borther. I told the lady on the phone TWICE about it. The hotel didn't have one for one night and told me I would be moved the next day. Turns out the next day they didn't actually have anything available. This is the worst communication I have ever had with any kind of hotel/living services. What is wrong with you people? Treating disabled people like this?

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
J
10:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America extremely disturbing employee behavior

I attempted to check out of the property on Bell School Road in Rockford, IL this morning.
I had notified the front desk of my early departure the night before.
When I came to the lobby to check out, no one was there. There was a sign that they were attending to another guest. I could hear a woman loudly complaining about the Company and her coworkers. She was just out of sight. This went on for several minutes.
She did come out, and attempted to check me out. After about 10 more minutes, she told me she did not have the skill set to check me out. She suggested that I wait for her Team Lead to come in "some time". I asked if I would be sent an email with my bill when the transaction was completed, and she told me I would.
During my wait, I had noticed that the box for the key charity promotion indicated that it had ended three months ago. On my way out, I told her about that. Her response to me was "I don't know or care about that, I'm just the desk clerk, that's up to management to deal with." Her approach was very aggressive. It rattled me, so I asked her if she actually worked there. She then unleashed a verbal tirade upon me, telling me that I couldn't disrespect her that way, among other things. At that point a male employee opened the door to the lobby and took a step toward me, staring at me.
I wished them a nice day, and walked away, with her still yelling after me.
Her name tag said either Ashonda, or Ashondi, I am unsure.
I am very rattled by this experience. I was verbally abused for no reason, and I felt physically unsafe.
I have travelled for business for over 40 years. I have never had an experience even close to this one. I was trying Extended Stay America to see if I wanted to stay there for other business trips.

Jay Moellering
[protected]@yahoo.com
[protected]

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
S
7:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America reservations

This organization is a SCAM they remove money from account and refuse to change my reservation dates . I want a refunded .of 116.00... These website are fraudulent.. and errors are made when these organizations are scams.. Have you calling several numbers that are not valid..This a pass the Buck which is going lead your organization into civil lawsuit .. if my money isn't refunded
I have the file a police report and contact the Better Business Bureau
Sincerely
Sonja Griffin
Compliant customer
[protected]@yaho.com
[protected]

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
A
4:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America bad behaviors from staff

My Experience in this hotel was perhaps one of the most painful in my life. I was a guest in your hotel at Herndon. After my check-out on Friday, I left my luggage for store for 2 hours because I will be leaving for he hotel the from there. When I came to take my bags, I requested the Manager to please help me with wifi so that I can order an Uber to take me to the airport. He refused and said I have already checked -out. I went out ruining on the streets looking for a wifi for just 1 min to order a cab. to no avail, I went to Pizza hut, McDonald but all the free wifi weren't working. I came back to the hotel 40 mins later fully sweat and exausted, I couldnt even speak. I was asking him how as i guess, he couldnt help me with a minuite wifi so I can catch my international flight. I gave his hand to collect my phone, I gave him and he put the password (which means he could have helped me since). Any way. I ordered for an uber but that is already too late. I missed my international flight, costing me over 400 USD plus sleeping in the airport for 24 hours.
This is not how to treat a customer, not how to treat any human being. I came back with a cab after missing the flight to see the manager, but unfortunately he wasn't around but I did voice mu concern to the other person on the front desk. This is extremely painful and unbelievable.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
L
9:12 pm EDT

Extended Stay America missing and non-functioning room items

First day in first room - carpet was stained with what looked like motor oil or grease. I checked in late, had to work the next day, so it was Day 3 before I asked to change rooms, which they graciously accommodated and gave me my choice of room. Moved into "recently renovated room", unpacked all my stuff (I am here for 2 months) and then discovered that the light over the table was missing the light bulb, and the table had no chair. I suggested to the desk agent that we take the bulb and chair from the room I just vacated, she said OK, and we (really I) solved those 2 problems. Next day discovered that the larger of the 2 stove burners did not work. Maintenance guy came by, pulled out the burner, and agreed that there were parts missing and he got new parts and got the stove working. Next day went to use the microwave and discovered that there was no turntable in it. Went to front desk, all they had was the glass platter and not the plastic support ring, so using the micro is a balancing act. Last night I went to turn on the TV for the first time in 2 weeks and discovered that the TV does not work. At all. Went to front desk and told the agent (who knows me well by now) and she promised it would be taken care of the next day (today). Went to front desk about 11AM today, asked about the TV, and was told that they had no report about it. Desk agent filled out a maintenance repair slip and promised it would be fixed by the end of the day. Left the room about 3:30 PM to go look at a house and the maintenance guy was coming in and said he would take care of the TV. Returned to room about 6PM, and nothing had been done to fix/replace the TV. Went BACK to front desk and the agent called the maintenance guy who told her that the TV was "dead" and he needed property manager's approval to replace it. Went back to room, waited 20 minutes, went back to front desk, and was told that the property manager said OK, but the maintenance guy was gone and nobody could change out the TV. Draw your own conclusions about the property, I am just going to state facts here and keep my opinions to myself.

Read full review of Extended Stay America and 1 comment
Hide full review
1 comment
Add a comment
A
A
AlexanderG
, US
Sep 28, 2019 9:31 am EDT

The extended Stay America in Columbia Mo...is the worse! Staff lives there smoking weed and drinking and bringing families for free stay and the Manager Cara lets it happen. Customer service is the worse I have experienced!

ComplaintsBoard
C
2:25 am EDT

Extended Stay America front desk and guest

Hi this is Miss Chandler my family and I have been placed here by an organization for families of domestic violence we have been here for the past 2 weeks and since the first day we got here the staff has been rude and obnoxious and discriminative and as of today September 3rd 2019 my daughter's minors what physically assaulted and verbally assaulted by another guest a grown man. Then the staff wanted to make smart remarks and references to us checking out tomorrow and are we the ones that called the police. Room was not clean when we first got here microwave was dirty. Also staff kept playing with setting our key the card to be able to open our door and going to stay she states that the battery must have went out I politely went downstairs with my daughter and asked her to hit that key and she said oh what room 221 yes she knows which one we're in and yes the key works now. The staff tonight what are discriminative words and actions I'm done I've never experienced this at any other property owned by extended stay until now.

Read full review of Extended Stay America
View 0 more photos
Hide full review
ComplaintsBoard
M
8:29 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America lackadaisical and unprofessional behavior towards extended stay guests

I've been an extended stay guest here for 6 months, waiting to relocate. There have bern several issues since management changed in May. My room is usually refreshed on Thursday's, however this week it was not. I was told they were short-staffed and my room would be cleaned on Friday. I called from my office on Friday afternoon and spoke to the manager on duty Shauna (sp?), who confirmed to me that my room had been cleaned. Yet, when I returned the Friday evening, my room was not clean. I then called the front desk from the room, and was told by the clerk that it would be cleaned on today, Saturday. I saw housekeeping on the floor on Saturday afternoon, so, before I left I stop by the front desk to confirm the time my room would be cleaned. I was told by the clerk that Extended Stay guest rooms are not cleaned on the weekends. I am appalled at how I have been treated, as a long-term guest. The lackadaisical attitude and the approach to this issue is very unprofessional and highly disappointing. I have no problem cleaning my room, as I have done it before, but to be given misinformation, and such a nonchalant response by staff, who could have taken care of the situation, only made things worse. So, today, I am doing for myself what I pay a weekly fee for the staff to do, which is to ensure that this room is cleaned weekly. We are in week 2, day 11, and nothing has been done. No guest should be treated in manner, especially one who has been here for such a long period of time.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
C
4:00 pm EDT

Extended Stay America unprofessional behavior, broken amenities

I booked 1 room for 1 night with priceline August 1st 2019 at the Anchorage, Ak downtown AES. As soon as I arrived I find out the front desk staff was extremely rude, they ignore people were yelling and rolling their eyes, just extremely unprofessional. I was given room 304, when I got there it was extremely hot so I go to turn on the air conditioning unit only to find it not turning on. After about 30 min I call the front desk to which I get no answer so I go down to request it be looked at. I waited in the room the entire day calling down twice more to confirm for nobody to show. Then I go to take a shower and 20 seconds in the shower head shoot off hitting me in the face. (Not to hard, I'm ok) but it did hurt. I then take it down and request another room only to be told their fully booked so again I wait for maintenance who never showed. I made another reservation with Priceline for the next night (only because every hotel was full because of a convention in town) hoping if I don't extend I'll get another room. However They stick me in the same one even after confirming and again requesting a different room so again I request maintenance. I'm told they are unable to find him and after asking what they are going to do I was met with the response " I DONT KNOW, IM NOT MAINTENANCE" and rudely turning her back on me and walked off. I have stayed with extended stay many times and never have been treated so poorly. I would like to request a refund for services I paid for but was rudely denied.
My reservation confermation numbers for the two nights are
[protected] and [protected] I would be happy to provide more information need be, thank you
Cody Turner

Read full review of Extended Stay America and 1 comment
Hide full review
1 comment
Add a comment
K
K
Kristin Terry
, US
Aug 18, 2019 2:56 pm EDT

We wanted to share our most recent experience with your company, Extended Stay America and Expedia. We were coming into town for a friends’ wedding and were excited to be getting away for the weekend.

However, upon check-in to the hotel things began to go downhill. We checked-in at 10:50 on Friday, July 19, 2019. The employee at the front desk was very nice, we paid the bill (we had opted to pay when we got there rather than through Expedia.com) and she proceeded to give us our key to Room 103, and directed us to where our room was. Upon finding our room, we opened the door and never in a million years expected to see the room the way it was. The room was not ready, or anywhere near ready to be lived in for the next two nights. A picture of the room is at the bottom of this letter. The mattresses were not aligned, nor was the bed made up. There were bags of sheets in the room sitting in the middle of the floor. The arm chair was turned over on its back. This was not what we expected at all. We took a picture and walked back around to the front desk.

Upon arriving back at the front desk the same employee asked if there was something she could help us with. We explained to her that the room was not acceptable. We showed her the picture of the room and another employee that was behind the wall indicated that there were no other rooms available. We explained to them that the reservation had been made 3 weeks prior on Expedia. They tried to call one other location for us, but that was also booked for the night. Neither employee tried to help us find another location somewhere else (at a nearby hotel). Since we had paid when we got there they refunded us our money and told us to call Expedia and maybe they could help us.

We were able to call friends that lived in Elizabeth City, North Carolina and made the 1 hour drive to them. However, this was not the optimal location for us as the wedding was in Virginia Beach the next day. While driving to Elizabeth City we were on the phone with Expedia for them to help us as well. That phone call took 45 minutes and besides taking our information they were not able to help us at all with finding a room either.

While we are not people who are ones to complain, we found this very unacceptable of Extended Stay America and Expedia.com. We are hoping that you are able to provide some compensation for our troubles the weekend of July [protected].

View 0 more photos
ComplaintsBoard
K
6:36 pm EDT

Extended Stay America the whole place

I stayed at the Extended Say in Plano, Tx (Plano Parkway) from 5/29 to 6/6. It was the WORST stay I have ever experienced bar none! Had a reservation (for an accessible) for a few weeks proper to my arrival but when I got there I was told there was no room. I told them I had the reservation for some time and finally after some talking they decided to (clean and repair) one. Floors had dust and little bits of stuff on them even after I was told they cleaned it. Window sill had what looked like coal dust on it all the way across. Momentarily I thought it was mold but upon closer look, it was a fine black grit of some kind. The burners on what they consider a stove wobbled such that I would not have turned them on if you paid me. It was very noisy. Waited one day for 7-8 hrs for towels to shower. The room never got cleaned. She came one day and I told her we would be out of the room at 11:30 so she said she would come back. She came at 11:25 and I told her we would be gone in 5mins. We came back or 5 hrs later to a dirty room. I found her and asked why the room wasn't clean and she said it was policy that if she comes back a 2nd time and doesn't get in then she can't come back. I told her that if she had told me that at 11:25 I would have let her in! Went to the front desk for a can opener and was given the most dirty, crude encrusted thing I have ever seen. I handed it back to them. The handicap shower stool was so wobbly that you couldn't sit on it. I was told they would get one but that never happened. I could go on but I think you get the picture. Every day there was an issue. Every day! I cancelled my stay after 5 days. I filled out the "tell us about your stat survey" when I got home but have no response. Guess the guest experience is really not something they care about. I would rather sleep under a bridge rather than go back there. It would be cleaner and quieter for sure!

Read full review of Extended Stay America
View 0 more photos
Hide full review
ComplaintsBoard
S
7:50 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America unethical behavior by the manager

Highly unprofessional and unethical behavior by the manager last year- David Trinidad at the location of 2701 Technology Drive, Lombard, IL- 60148. He filed false charges against my brother, when he was not at fault . He also called the police and lodged complaint against him. This is highly disrespectful for a guest who has stayed in Extended stay for over a year.
I want the manager to withdraw this case ASAP.
Please email me: [protected]@hotmail.com

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
T
9:16 pm EDT

Extended Stay America customer service front desk help

I attempted to check into my motel this evening for a week stay I was met by a guy named Maurice Denson who at first had me standing in the hallway and did not want to let me in and I explained to him that this is a direct bill pay and that he is not to get a incidental card from myself my company handles all of the payments and he wanted to argue with me and tell me no he would not be checking me in without a credit card for incidentals he was rude and arrogant, I advised him that I would be making a customer complaint he told me he did not care and then did not want to give his name or his employers name is boss

Read full review of Extended Stay America
Update by Toxicspuzz
Jul 23, 2019 9:19 pm EDT

There was another gift standing at the desk when all of this occurred and she explained to me that she had checked in the night before and received the same kind of attitude and arrogance from this Maurice guy

Hide full review
ComplaintsBoard
P
10:41 pm EDT

Extended Stay America discount

The CSR told that I could not use my AARP nor AAA at the hotel. I should have use it during reservation
I said, no one suggested and so im charged more money because it's my fault? She said. I cant change it in the system, this is unfair to me. It might only been 10% off but im a senior citizen and should at least be considered or compensated. As the 1st night was one price and 2nd night was $20 higher.

Read full review of Extended Stay America
Update by pamela gibson
Jul 19, 2019 11:01 pm EDT

I asked the CSR at the hotel if I could use my AARP or AAA and she said no as I should of used it when I reserved it. She is unable to change it in the system i asked for manager and she said if you are a reward member you can't get extra savings. I was appalled as a senior citizen that any savings would be appreciated but they continued to charge me for one price, 1 night and $20 more the other 2 days. Not sure if ill use this hotel brand again, need to look for budget prices.

Hide full review
ComplaintsBoard
T
11:48 am EDT

Extended Stay America hotel was very unsafe

I recently stayed at an Extended Stay in Raleigh, NC 4919 S. Miami Blvd; I was extremely disappointed & will NEVER stay in another extended stay ever again! It was not a safe property, anyone off of the street could enter the hotel & the pool area, the keypads were ripped off of the building. There was very questionable activities going on in the parking lot late at night, there is no security whatsoever. Children were allowed in the hallways unsupervised at all hours (1:30am) there were 2 toddlers no more than 4 or 5 years old with an INFANT totally unsupervised in the hall again this is 1:30am! The infant was screaming, totally not the infants fault or the very young children watching her/him, the father finally appeared off of the elevator at 2:30am and brought them back on the elevator downstairs (we were on the 2nd floor). Again this facility was VERY UNSAFE! If I was given the room for free I would NEVER stay there or any Extended Stay ever again.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
C
2:10 am EDT

Extended Stay America illegally spying on their guests

Hello!
Rueben, I wanted to apologize to you and the rest of the staff regarding a horrible night that I had last night due to several health related issues.the one who suffered the most during my horrible night was my Partner(Mr. Allen).I have a few concerns that I would like to bring up.1) I was wondering if you would happen to know if anyone came into our room around 7pm, the reason being is our poodle has gone crazy sniffing around the room even though my Partner took her out before we left 2) I noticed that the guests staying above us hit the floor really hard and it knocked some of the popcorn particles on the ground as well as knocked the sprinkler system(bathroom area) out of place.My Partner and I keep on seeing someone above us trying to move it.3) we accidentally moved the bed forward to grab the tennis ball for our poodle and I noticed that there are a couple holes(under headboard) that isn't filled.Thank you for your time and consideration.

Mr. Velez

[protected]

Mr. Allen

[protected]

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
Y
10:49 am EDT

Extended Stay America false ads and faulty kitchen appliances

My wife stayed there during the 4th of July 2019. They advertised a swimming pool and does not have one. The continental breakfast was coffee and oatmeal. The cleaning staff was not allowed to give you clean towels you had to go downstairs where the towels you were turning in were counted. The refrigerator did not have a light and the microwave was in such poor condition my wife was afraid to use it. Under no condition should anyone stay there.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
A
12:21 pm EDT

Extended Stay America hotel condition and service

We stayed in the Waltham MA location. What a [censored] show. We extended our stay and upgraded our room to a king suite so our children could join us. We we're told to wait in our room for a call when its time to move and even after going down twice to see what the status was we were completely forgotten about until after 330! When we finally got there we asked for 2 more pillows (2 separate times) so our kids could use them on the pull out and were told there were out of pillows! I slept on rolled up towels so my child could have a pillow. There was a drunk couple across the hall who faught continously for 2 days and the front desk was totally aware of it yet did nothing. There was marijuana smoke coming from room 105 right down the hall. It was completely obvious in a non smoking room section. There was an exposed outlet in our room right next to where my kids slept and there was pink mold, hair and who knows what else in the bathroom. Pics attached. The exit closest to our room was a designated smoking area which is fine but the ashtray had clearly not been emptied in weeks. Tons of butts all over the ramp. There was one guy at the front desk who tried to help. He was great don't know his nane but he had long dread locks. Everyone else At the desk kept explaining all the problems they were dealing with so being the reason the couldn't help us. They also kept rolling their eyes. Lastly our room smelled like body odor and chinese food. Overall a completely unenjoyable experience.

Read full review of Extended Stay America
View 0 more photos
Hide full review
ComplaintsBoard
W
11:07 am EDT

Extended Stay America failure to provide what contracted to supply ie breakfast. building and painting work in progress disturbing peace and quiet one would expect.

William H Harriss
Booking with: Orbitz.com
Itinerary # [protected]
Hotel: Extended Stay America Houston - Galleria - Uptown
Room Studio, 1 Queen Bed, Non Smoking
Includes: Continental Breakfast
Confirmation # Confirmed
confirmation reference number: [protected]

I have paid for a Continental Breakfast, they have never supplied a breakfast of any kind since I have been at the hotel. What they supplied on two mornings is a drink with a 21 gram snack, this is not a breakfast. On the last two mornings just a drink. [21grams is less than 1 ounce]

According to Merriam-Webster, a continental breakfast is defined as, "a light breakfast in a hotel, restaurant, etc. that usually includes baked goods, jam, fruit, and coffee."
https://www.thekitchn.com/what-is-a-continental-breakfast-and-what-makes-it-continental-239400
https://www.wisegeek.com/what-is-a-continental-breakfast.htm#didyouknowout

Wednesday Morning, choice of tea, coffee or hot chocolate, and a 21 gram granola bar or packet of quick oats.
Thursday ", choice of tea, coffee or hot chocolate, and a granola bar.
Friday", choice of tea, coffee. [no hot chocolate, granola snack bar or oats available]
Saturday, choice of tea, coffee or hot chocolate. [no granola snack bar or oats available]

They have been refurbishing a room at night 3 doors from my room, sawing and drilling. Painting all the corridors day and night and room stinks of paint.

So on Wednesday I followed other hotel clients to the laundry room where a dispense machine sells candy and cakes. No one could get it to accept payment, and the drinks dispense machine had a sign hanging on it ‘OUT OF ORDER'.

I have complained about no breakfast and front desk reception staff reply "so sorry sir there is nothing I can do."
This morning I complained explaining I am a journalist and I will be writing about the breakfast, in a condescending way he said Ok I understand you go ahead and do that sir, with a huge laughing smile on his face, no look of regret, no sincerity whatsoever.

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
M
9:58 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extended Stay America esa

My husband & I have had the good fortune to stay at several ESAs through project hope & the A.C.S. We sincerely appreciate this help, as we would not be able to travel for the rare aggressive cancer specialist he needs. Thank you for making this possible!
That being said, most all of our ESA experiences are positive. However, ESA Middleburg Heights, reservation from ACS for June 3, 4, 5 &6, ended poorly. The morning of the 6th, a male housekeeper entered our room after only briefly tapping on door. I was nude, getting ready to shower. Husband was asleep, recovering from chemo. This woke my husband and he told maid that Yes, we were planning to check out today the 6th, one day early. There were 3 more knocks at our door over the next 30 minutes to see if we were gone yet. This all happened before checkout time at 11:00. At 11:20, received a terse argumentative rude phone call from the manager Stephanie. She stated that our reservation was only through the 5th, and that ACS wouldn't allow an additional day. We didn't request additional day as we were in fact checking out 1 day early and didn't see a reason to rush to be gone by 11:00. Stephanie was most unpleasant and said she would allow us 10 more minutes, that's it. She was unapologetic when informed of her employees inappropriate and perhaps legally liable intrusion. The other employees here were very nice, no issues. I was most disappointed to see such a slovenly inhospitable person ‘in charge'. Stephanie's direct rudeness definately left a mar on our stay here. We hope to stay at ESA in the future while my husband receives cancer treatment. We are most greatful for the ACS ‘ Hope' program, it's literally a lifesaver. I do hope that we will not be subjected to the likes of Stephanie again. She is much too unpleasant of a person to have business in any hospitality industry. I thought you should be aware.
Thank you for your time and attention to this matter,
-Pete and Mary Cedroni

Read full review of Extended Stay America
Hide full review
ComplaintsBoard
D
3:35 am EDT

Extended Stay America unethical behavior

To whom this may concern,

My name is andrew gomez, I am a longtime customer/fan of the extended stay hotels & their beautiful, comforting, feel like your home setup/amenities which is why during this time of hardship for me, my wife & our children, we decided to stay @ the extended stay seeing that it offers weekly & monthly rates. Upon my arrival at the extended stay located @ 3318 california ave. Bakersfield, ca.93304, (in which I booked online ahead of time) I not only waited outside the lobby office trying to call & knock for 30mins. (I respect the locked doors after hours for the safety of the employees) I patiently waited until the young lady mireya r. (employee working graveyard shift) finally answered the phone very rudely telling me there's no rooms, I explained I reserved online, so she allowed me to enter the office where she said she does have a room, & told me I needed a deposit if I pay cash I told her that's fine, she then said you will have to check out at 11am, (which btw at this time of check-in it was 2am) I told her I would pay for additional nights then so I wouldn't have to check out so early, she then told me I had to rebook online as if she couldn't do it right there while we were at the computer, when I have had no problem doing so in the past (during this whole interaction, she is having attitude, making me feel as if I was a burden & she had better things to do then to assist someone like me, who she was sure wasn't able to pay for the room or deposit, because I am not good enough to book & stay at this location) so I told her okay ill book it online & she said "well its too late for all that, you should have already booked it for the 2nights, so your gonna have to check-out in the am and rebook it online." she had such attitude & made me feel so belittled & as if my service was not good enough & moral to this story is, this is the same disgusting/rude behavior I have seen more then once with this location, last time this happened with another young lady (during the morning/day shift), I asked to speak with her supervisor/shift manager, who came out of the office where she was listening to the whole thing as it happened, (btw I never got attitude & it wasn't even a disagreement, she was just acting as if I was a burden) & she said I am the manager, & before we could even begin to resolve the matter, she made me feel even more like im not wanted there & asked me to pack my things & leave, & this was all because when check-out came I wanted to stay another night, so I was gonna pay cash which then needed a deposit because I had paid with my debit card for the 2 previous nights, but needed to add more funds to my card & it was more timely convenient for them if I paid cash, so I said I would pay cash & then the superior said I just needed to check - out, she didn't give me a specific reason, she just said I needed to leave& said if I decided to pay cash with the $100 deposit, I wouldnt get my deposit back @ check-out, I would have to wait for them to mail me my deposit to the address on my id, which I know is not true because I have stayed here numerous times in the past, I seen she was gonna make my stay a living nightmare because she didnt want me here for whatever reasons, so my family & I left. After last night's incident, it is clear to me that it wasn't just they day shift that acts like that, its every shift @ that location. The manager/supervisor is encouraging this type of disgusting behavior, they only rent to who they want to, & they make this location look so bad! I have never been so humiliated & belittled by a group of staff anywhere let alone at a hotel. It really disappoints me that extended stay america would provide such substandard customer service I so badly want to stay at the extended stay with my family during this hardship we are facing, & instead of this place bringing some relief to my situation, & welcoming us inn, they have added stress & also us having to sleep in our car on numerous occasions. I should have sent this complaint the first time this happened, maybe it would have been handled, but I didn't, so I am now sending this complaint & I really home I can eventually book at this location in the future. This is something that needs immediate attention, because I know I can not be the only one that has been discriminated against, I am confident that this matter will be resolved in a timely manner, & no legal action will be taken in the future if this happens to the wrong customer. Thank you in advance for allowing me the opportunity to share my concerns & I will exit this email the same way I entered, with respect.

Sincerely,
Andrew gomez

Read full review of Extended Stay America
Hide full review

Extended Stay America In-depth Review

Location and Accessibility: Extended Stay America is conveniently located in various cities across the United States, making it easily accessible for travelers. The hotels are strategically situated near major highways, airports, and public transportation, ensuring a hassle-free commute for guests.

Accommodation Options: Extended Stay America offers a range of accommodation options to cater to different needs. Whether you're traveling alone or with a group, you can choose from spacious studios or suites equipped with a fully functional kitchen, comfortable beds, and ample storage space. The rooms are designed to provide a comfortable and homely atmosphere for extended stays.

Amenities and Facilities: The hotels provide a host of amenities and facilities to enhance the guests' stay. Each room is equipped with complimentary Wi-Fi, a flat-screen TV, and a workspace, making it ideal for business travelers. Additionally, guests can enjoy access to on-site laundry facilities, fitness centers, and complimentary grab-and-go breakfast options.

Customer Service: Extended Stay America prides itself on delivering excellent customer service. The staff is friendly, professional, and always ready to assist guests with their needs. Whether it's providing local recommendations or addressing any concerns, the customer service team ensures a pleasant and comfortable stay for all guests.

Cleanliness and Maintenance: The hotels maintain high standards of cleanliness and maintenance. The rooms are regularly cleaned and well-maintained, ensuring a hygienic environment for guests. The common areas, including the lobby and fitness centers, are also kept clean and tidy.

Pricing and Value for Money: Extended Stay America offers competitive pricing, providing great value for money. The rates are affordable, especially for extended stays, making it an ideal choice for budget-conscious travelers. The hotels also offer various promotions and discounts, further enhancing the value for money.

Booking Process and Website Experience: The booking process on the Extended Stay America website is straightforward and user-friendly. The website provides detailed information about each hotel, including room types, amenities, and nearby attractions. Guests can easily make reservations online, ensuring a seamless booking experience.

Overall Experience and Satisfaction: Overall, Extended Stay America provides a satisfactory experience for guests. The comfortable accommodations, convenient locations, and excellent customer service contribute to a pleasant stay. Guests can expect a hassle-free and enjoyable experience throughout their extended stay.

Additional Services and Offerings: In addition to the standard amenities, Extended Stay America offers various additional services and offerings. These may include pet-friendly accommodations, shuttle services, and partnerships with local businesses for discounts and special offers. Guests can inquire about these services during their stay.

Safety and Security Measures: Extended Stay America prioritizes the safety and security of its guests. The hotels implement strict safety measures, including 24/7 surveillance, secure access to rooms, and well-trained staff. Guests can feel confident and secure during their stay at Extended Stay America.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Extended Stay America customer service

Phone numbers

1 800 804 3724 +1 (980) 345-1600 More phone numbers

Website

www.extendedstayamerica.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Extended Stay America?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Extended Stay America Customer Service. Initial Extended Stay America complaints should be directed to their team directly. You can find contact details for Extended Stay America above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Extended Stay America. Discuss the issues you have had with Extended Stay America and work with their customer service team to find a resolution.