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Business Profile

Motels

Extended Stay America Select Suites

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Extended Stay America Select Suites's headquarters and its corporate-owned locations. To view all corporate locations, see

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Extended Stay America Select Suites has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 13th made a reservation an paid for it when we got to the room the lady said there was no reservation an I needed to contact Priceline so now I have no where to go an they kept my money that I needed to get a room somewhere else they also told me that I would have to pay a 150 dollar deposit which I did not have I'm not rich I can't afford that so she told me if I couldn't pay the deposit I couldn't stay after I already paid 72.97 I told them I wanted to cancel it an get my money back they told me they would see what they can do I need my money back

      Business Response

      Date: 06/16/2025

      This reservation was made through a third party website- Booking.com

      It states in the website that a refundable $150.00 deposit is required.

      Also, we were not able to cancel the reservation due to it being a third party booking.

      And Ms. ******** was not charged when the reservation was cancelled automatically by our system at 1:47am, due to a declined credit card.

    • Initial Complaint

      Date:06/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.



      Complaint: 20181118



      I am rejecting this response because: The General manager Jenny of Extended Stay America Select Suites is lying through her teeth. At no time did she attempt to accommodate me. She stated to this writer they had no rooms available. She also stated the night clerk was not authorized to make any changes. It appears to this writer the General manager keep changing her statement. It looks like I, London ****** is going to have to take this outside of the Better Business Bureau. No person should not be treated in this matter regardless of race, color, religion, sex, national origin, disability, age, or genetic information. 



      Sincerely,



      London ******

      she said what is your name? She said what we don't have no reservation for that name. Then she stated you was a no-show, so you have to start your whole reservation over. and I ask her could the person that I spoke to. Jenny said, "No, she is sleeping". I requested to speak to the manager and with a nasty response she said, " I am the GM." Then she called the night clerk and the clerk told her I was a no show at 3am. I request to speak to someone above her level she gave me a number and that number was to the guest service. I explained everything to the guest service and she said that she would get her DM to give me a call back. I had yet to hear from anyone regarding this matter. The general manager of the hotel was very unprofessional and very rude to this writer. I called hotel.com back and explain to them what happened I was told that the hotel charge my card for no show

      Business Response

      Date: 07/13/2023

      The select suites of Extended Stay America is not open 24 hours a day, our gate closes at 10pm every night and we have an NSR on standby for emergencies phone calls.

      The guest called the hotel and wanted to make a reservation, due to the office being closed my NSR suggested that she had to do this online, because after 10pm we do not make reservations at the front desk. The guest made a reservation through Hotels.com a third party website.

      Checking my guest audit log, the automated system for night audit marked the guest as a no show.

      The guest showed up at 02:16am while audit was still running, and we cannot do anything with our pms system. My NSR told the guest that if there was availability, she could possibly check in around 9am when the desk opens. 

      When the guest arrived that morning at 9am I could not find the reservation due to it being in the no shows. Also I could not change anything on the reservation due to it being a third party reservation. The guest was not happy and got very irritated with me. I told her she could make a new reservation, but she did not want to hear it. The guest wanted me to call my NSR, and I did tell her she was asleep. She asked to speak to the GM, and I just stated that would be me. Due to hearing different stories from the guest I decided to call my NSR to clear things up. And she explained to me what happened. The story of the NSR and my guest audit log coincided. The guest wanted to talk to someone in guest relations and I provided that information. After that she walked out. Guest relations called me, and told me what the guest relayed to them, which was different from what she explained to me. I also told Guest relations I refunded the no show amount the guest was charged. Hotels.com also contacted me and the guest told them something even different. We discussed what was said between the, the guest, me, and Hotels.com.

       

       

      Business Response

      Date: 07/13/2023

      I am sorry the guest is so unhappy, which why we submitted a full refund.

      We do not have any control over our automated system functions that occurred in my previous response and attachment.

      And as the guest stated the reservation was made through Hotels.com/ Third party.

      When speaking with guest relations, they asked me if I would accommodate her, and make her a new reservation. I did not have any problems with that, they relayed the message to the guest,

      she never returned.

      I refunded the charge, at this point nothing else can be done accept to say I am sorry.

       

    Extended Stay America Select Suites is NOT a BBB Accredited Business.

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