Extended Stay America
reviews and complaints

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.

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
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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.

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