Extended Stay America
reviews and complaints

False advertisement, Extended Stay does not do any of the things they advertise. No utensil, pots or pans, no cups or glasses. No coffee pot or toaster. Only one shower towel, no shower floor mat to stand on. The maid service will not help when asked for products needed. Extended Stay lies and steals from the public by advertising products they do not supply to the customers that pay for the rooms.

1/11/2020

Extended Stay America Corporate Office Headquarters
11525 N. Community House Rd., Suite 100
Charlotte, NC 28277 USA

To: Bruce Haase, CEO / President

This letter is to inform you of our dispute with Extended Stay America located at 3851 Northern Pike, Monroeville, PA 15146.

On July 23, 2019 at approx. 12:45 am to 1:00am we checked into the Hotel after a long day driving to see our family.

First you need to know that when we first arrived at the Hotel and I attempted to check in and the clerk wanted to charge me for Monday when I was clearly checking in on a Tuesday morning. I was baffled by why a Hotel would charge me for a day that we clearly did not stay.

The clerk proceeded to tell me that its Hotel policy and that they are technically still on 7/22/19 since check out is 11am and since we were checking in at approx. 1am on 7/23/19 it was still 7/22/19 in the Hotels eyes. So, I did cancel that only to have him recharge the card because we were so tired and didn't want to drive anymore to try and find a room. I do have proof of cancellation of the first transaction but not the 2nd time he ran the card.

1. The first charge on my credit card was 216.58 which was credited to my account, after we first canceled our stay the first time.
2. There was not a guest registry to sign in when we arrived
3. We went to our room only to find the room in an absolutely filthy and at disgusting state.
4. The one and only bed in the room had no bedding on it, only a flat sheet that was just thrown over the mattress and was without a doubt not clean. It was so gross I didn't even want to touch anything.
5. The pillows had no pillow cases on them
6. When we went to look at the bathroom there was no shower curtain, no clean towels, no toiletries, and dirty
7. We left the Hotel approx. 1:15 am at my best guess, maybe sooner. It didn't take long to walk in and walk out of that Hotel.
8. When we went back downstairs to the Hotel Desk we had told the front desk clerk we were not going to stay in such a filthy hotel, To my surprise your employee wasn't even surprised we were not staying.
9. The charge in question on my account is for the amount of 324.87. Imagine my surprise that not only was it higher than the original amount, but my account was not credited.
10. You might wonder why this letter has taken so long, well I first did the dispute with my credit card company and they were unsuccessful so here I am still fighting this charge from 7/23/2019.

My husband and I both were afraid to touch anything in the room. It basically had the appearance of a hotel that was rented by the hour.

We left the hotel room and went back to the front desk and informed the clerk that there was no bedding, no shower curtain, no clean towels, and just the overall filth of the room. His response was "I know and he gets that complaint a lot and he understood why we did not want to stay". He proceeded to tell me he would cancel the transaction.

I did not wait for proof of cancelation on my credit card due to I trusted he would take care of it. Unfortunately I was so tired all I wanted to do was find another Hotel in Monroeville that we could stay at and not be grossed out. Sadly, big mistake on my end to show trust.

Upon leaving the Hotel 2 Police cars pulled up to the Hotel. When we told our family the next day what had happened, they informed us that the Police are always there due to the drug activity at that Hotel and the quality of guest that visit that establishment.

You can imagine how long and frustrating this journey has been. Normally I just let things go, but this I just can't let go. Not only am I continuing to fight this charge, I had to deal with my credit card number being stolen in Monroeville, PA. I know your probably saying this is unrelated, well I don't believe it is. If you had the opportunity to see your Hotel and the quality of people that work and stay there, I have very little doubt in my mind that our information was stolen from that Hotel.

I have not promoted negative reviews on any social media just because there is an opportunity to solve this and well personally I just don't like to do it. I believe that everyone deserves the chance to solve any negative experience without the backlash of social media.

I hope this letter helps you have a clear understanding on why we are continuing our dispute. We did not stay; the clerk told us he would void the transaction since he clearly understood why we could not stay in such a place.

Thank you for taking the time to address this matter.

Kelly Warshauer
9930 Burton Lake Court
Las Vegas, NV 89148
[protected]@gmail.com

I have stayed at this hotel for several months and had various issues from other guests walking in on me because they were assigned my room even though I extended my stay, to elevator not working, to being locked out of my room because the manager wanted me to pay more money even though I had a credit balance. It has been a bad experience but what is worse is the difference in the way the hotel addresses complaints. I have a very noisy person in the room over me for months. I complained several times to the manager Morgan but was met with nasty attitude every time. She always made me feel like I was dusturbing her but the noise from 5am-8am on a daily basis was truly disruptive.One morning when Morgan wasnt there I was finally able to have one of the staff come to my room to witness. She was even able to pinpoint the room it was coming from. This was months ago and the problem persists. On a few occasions I was shocked to witness the handling of a caucasion woman demanding that something be done about music from a car in the parking lot. I watched staff go outside at night to put a stop to it. It truly seems that if you are a person of color, your concerns are not deemed as valid as others and that is not right. In hindsight I am reading reviews about this location and the manager Morgan's name is synonymous with complaints and mishandling customers so it seems that Extended Stay condones and even promotes this type of behavior. I have tried communicating with the corporate office with only a response from the district manager Colette whose response was to have me talk with the lady as if their hands were tied. And apparently they are for certain people.