Complaints

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

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  Extended Stay America

  13024 Ballantyne Corporate Pl Ste 1000 Charlotte, NC 28277-0496

  
• 

  Homestead Extended Stay

  2868 Route 73 N Maple Shade, NJ 08052-2042

• 

  Studio Plus Hotels

  10060 west broad street Glen Allen, VA 23060

• 

  Extended Stay America

  9000 Tinicum Blvd Phila, PA 19153-3101

• 

  Extended Stay America

  9401 Largo Dr W Uppr Marlboro, MD 20774-4758

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.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Made reservation for an *** accessible room date 06/23/2025, show up and room is not *** accessible and there are no other rooms available. Was refunded for the correct amount ($116.57). But, received another charge for a different amount that has not been refunded ($89.88). Have attempted to call, have sent multiple emails, filed a complaint on the corporate website. But they do not answer the phone, and there have no reply to any of the emails. I wouldn't be filing a complaint so soon if it were for the correct amount having been promptly correctly refunded, and if someone would have responded that they are at least looking into it. Standing in their lobby for 15 minutes was not worth $89.88, I want my refund please. I'm sorry I had to upload my entire bank statement.

  

  Business Response

  Date: 07/07/2025

  We appreciate the opportunity to review the guests concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is the number one priority. Upper management has informed me that a refund has been processed. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Stayed overnight at ***************** *************************************** ********** GM and District Manager are withholding much due refund from me.Had pests (ants) near a/c Broken lights that GM admits to missing in our room check Horrible disrespectful housekeeper that bangs and yells at the door in the morning even when told not to clean this moment Had bites in our skin next day, most likely from bed bugs or spiders ********** throughout the night and they list free breakfast on multiple travel sites including their own but does not provide it They have loud blaring music playing throughout the night Called there customer service in ********************** twice and no one helped us throughout the night, probably to make it easier to steal our money The satisfactory guarantee is false advertisement They make it to where you can talk to guest relations and District Manager, if they don't want to give you your money back they won't. CEO needs to do a clean out of personnel. Team here is really disrespectful and has no customer service care. We had no rest at this hotel.

  

  Business Response

  Date: 07/03/2025

  We appreciate the opportunity to address the
  guest’s concerns. At Extended Stay America we take pride in ensuring our customers’
  satisfaction and will work with our management team to
  ensure a situation like this is not repeated. This issue was escalated to
  management for resolution. Management has informed us that a refund has been processed. Again, we apologize for this experience. Should
  the guest have any additional questions or concerns we invite her to reach out
  to us directly.    

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Please follow up if refund is not completed. 
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a two night stay at this extended stay hotel on ******* and after the first night, in the morning we noticed a few roaches. We then noticed several sticky bug traps around the room, including one right next to the microwave. We contacted the front desk as soon as we noticed them, but were told that it was past check out time (by about fifteen mins) and that they couldnt do anything and we would still be charged for a second night. I contacted ******* and was told they contacted the hotel and were told they would not refund us for the second night. I spoke with someone at the front desk and let them know we were leaving to stay at another hotel without bugs. The hotel charged a daily parking fee and I was charged for parking for both days even though I did not stay the entire time. I was told a manager would make the decision and nobody has ever contacted me. I have written emails to the CEO of the company and have yet to receive a response. I dont want a refund for the first night, we did stay the night and unfortunately were unaware of the ***** infestation. I want a refund for the second night and for that day of parking since we left promptly after noticing the roaches.

  

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to provide
  feedback regarding your recent experience with our hotel.  Please
  accept our apologies for any disappointing experience you may have had.  At Extended Stay Hotels we take pride in
  ensuring our customers’ satisfaction. To ensure we resolve your concern,
  if you would kindly advise which of our hotel locations (address, city, state)
  you are referring to so we may quickly assist in providing a resolution? The
  property location did not successfully come through when your concern was
  submitted. We look forward to hearing from you.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On June 21, 2025 I made a prepaid reservation at Extended Stay located at ******************************************************************. When I arrived at the hotel, I found that there was not a single employee working and therefore no one to check into the room that I had paid for. I waited quite some time and contacted Extended Stays customer service line. They attempted to contact the night contact person for the hotel as well as the **, but no one answered the calls. Extended Stay has several hotels in the area, but they all refused to accommodate me. The end result was that I was left stranded after already paying for a room. I had to drive around town until 3 AM to find another hotel and had to pay double on top of what I already paid Extended Stay costing me money, time, gas, and an amazing amount of aggravation. Ive contacted Extended Stay and Ive attempted to get a refund, but have been continuously told that I have to speak to management and they would call me. Im still waiting for them to call. I paid for a service that through no fault of my own I did not receive and so far have been denied any type of refund or compensation.

  

  Business Response

  Date: 07/03/2025

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction and will work with our management team to ensure a situation like this is not repeated. This issue was escalated to management for resolution. Management has informed us that a refund was processed on June 25th, 2025. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite him to reach out to us directly.  

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On May 21, 2025, I checked into the Extended Stay America at *******************************. Prior to booking, the reservations agent confirmed with the hotel that the room would include a bathtub, which I explained I needed due to physical pain. Upon arrival, I discovered the room did not have a tub. I immediately returned to the front desk and explained the situation. The clerk acknowledged she had spoken with the reservations agent but claimed the question had been asked was do they have tubs instead of does the room being reserved for me have a tub. However, she assured me a refund would be processed and provided a receipt. I questioned the fact that the receipt provided did not say the refund was issued. She assured me that she had reversed the charge.However, in the days following, I was charged three times for this stay and only refunded twice, leaving a remaining charge of $113.14. I contacted the general manager at the time, ******, who stated he would look into it. Weeks passed with no resolution. I followed up and was told ****** was no longer with the company. I was then referred to a new general manager, ****.**** was dismissive and unprofessional. He claimed no refund could be issued unless he could prove I didnt stay. Since it was a Friday he said give him a call the following Tuesday to research. On Tuesday. He stated the cameras showed me checking in but not checking out, and that their system indicated a checkout the next morningwhich is false. I offered to email him a receipt from the hotel I did stay at that same night, showing check-in and check-out times, but he declined to receive it. He said hed speak to the front desk clerk from that night and I could call him back Wednesday. He added that they do not offer refunds after 6 PM so best case scenario he would be providing me with a.BOGO certificate that I could use at any ***. I do not want a certificate, I want to receive my full refund immediately and stop being jerked around.

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to review the guest's concerns
  and apologize for this disappointing experience.  We will work with our management team to
  ensure a situation like this is not repeated. Upper management has informed me
  that a refund has been processed back to the guest. Again, we apologize for
  this experience. Should the guest have any additional questions or concerns we
  invite her to reach out to us directly.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I reserved a room at the extended stay America in ****** with my ******************** employee discount login. Prior to booking, I contacted the front desk *** to obtain all rules along with fees associated with booking. I was advised that the party booking would be required to provide id and method of payment used when booking to cover a $150 deposit for any incidentals. I agreed to those terms and began booking. Upon arriving to the hotel, the front desk receptionist wasnt at the desk. He was upstairs in one of the occupants room. I contacted him and asked to checked in. He explained that he was not allowing me to check in because my husband also needed to present an id along with stating we both had to provide a deposit for one room. I explained that wasnt what was told me to prior to booking. He told me he didnt care that it was their company policy. My husband and the desk *** exchanged words. He then contacted authorities stating we were trespassing when in fact Id reserved a room. He told me to contact ******* to get a refund and have them cancel the reservation. I explained I didnt use them for booking but contacted the party I booked with. They reached out to the front desk and the *** refused to take their call stating he wasnt doing anything extra as he was supposed to be in the bed and advised I should contact the front desk in the morning. I contacted the front desk this morning and spoke with store manager ***** who advised she refused to refund me for the room and explained she wrote the policy implemented and theres a deposit charge for every individual over the age of 18 regardless of how many rooms are reserved. I explained this policy was no where on my confirmation for booking. She argued back and forth stating she didnt care what I did, call the bbb, call corporate, and call whoever else they arent franchised and she didnt give a f*** how I felt about my money being taken. My kids and I were forced to relocate

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to review the guest's concerns
  and apologize for this disappointing experience. Upper management has informed me
  that a refund has been processed. It was also confirmed that the guest was not charged a deposit only for their stay. Again, we apologize for
  this experience. Should the guest have any additional questions or concerns we
  invite them to reach out to us directly.

  Customer Answer

  Date: 07/01/2025

   
  
  I am rejecting this response because:
  
  I’d like a detailed response regarding what’s being refunded. I’d like an update as well from corporate for the complaint I also filed directly with them. I want a follow up apology from the general manager and employee. 

  

  Business Response

  Date: 07/03/2025

  We appreciate the
  opportunity to review the guests’ concerns and apologize for this disappointing
  experience. We appreciate
  the opportunity to address the guest concerns and will work with our management
  team to ensure a situation like this is not repeated. A refund in the amount of $61.15 was processed on June 25th, 2025.  As stated in the previous response, a deposit of $150 was not taken from the guest therefore, that amount was not refunded. Again, we apologize for this experience. Should the
  guest have any additional questions or concerns we invite them to reach out to
  us directly.
  

  Customer Answer

  Date: 07/03/2025

   
  
  I am rejecting this response because:
  
  I requested to be compensated for the additional expenses I had to incur due to the negligence and lack of work ethic the general manager and desk employee provided. An officer was present and brought to the scene at the employees request. I had to find another hotel and dish out funds. My kids were in the car for 9+ hours dealing with this incident. No refund had been received.

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We needed a hotel room for two nights while vacationing in ******, ** at the Extended Stay America US 98 - ******************* - *************************************. We first entered the room and had a blast of moldy smells hit us straight away. The walls were dirty, the floors were unclean, there was candy on the floor from other tenants, the cabinets were hanging and were scratched a lot. There was mold on the light switch, door frames and walls, the walls had gunk all over them, it looked like snot was wiped on the closet door too. We checked out within the first hour of checking in. The lady behind the desk was very apologetic and the maintenance/supervisor that was there to refund us, didn't seem to have a problem with it at all. I am severely allergic to black mold. We all experienced headaches, sore throats and nose running after being in the room less than an hour. I had my husband and two children with me. This hotel needs to be shut down immediately to for cleaning. No one should be allowed to stay in this hotel. Photos are attached from this experience.

  

  Business Response

  Date: 07/01/2025

  We appreciate the
  opportunity to review the guests’ concerns and apologize for this disappointing
  experience. Maintaining a safe and
  comfortable environment for all our guests is the number one priority. We
  appreciate the opportunity to address the guest concerns and will work with our
  management team to ensure a situation like this is not repeated. Upper management has informed me that a refund has been
  processed. Again, we apologize for this experience.
  Should the guest have any additional questions or concerns we invite them to
  reach out to us directly.    

  Customer Answer

  Date: 07/02/2025

   
  
  I am rejecting this response because:
  
  My two children, husband and I were all sick within 30 minutes of being in that room. My brother-in-law, his girlfriend and their two children were also there to visit and were all sick being in the room as well. I'm happy that the room was refunded but at the same time, headaches, nausea, runny nose, sick to our stomach feeling were all encountered within 30 minutes. The bedding had stains, the mold was all over the walls and outlets which was clearly seen in my photos, the cabinets were chipped and not hanging properly, there was candy under the cabinets from prior guests. This tells me guest satisfaction is not a key priority to this hotel. I will not be recommending this hotel and google reviews have also confirmed my story. There have been other guests with this experience and it seems like there is no resolution just a sorry and come stay with us again. 

  Compensation should be due for this incident. Mine and my family's healthy is important to me and this is why I am fighting this hard. I am extremely allergic to black mold. This ended up ruining our day on our vacation. We are from out of state. We were not able to continue activities and were all sick the rest of the day. 

  My question is can compensation be awarded in this case?

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am filing this complaint to report a confirmed bed bug infestation at the Extended Stay America hotel located at ****************** My family and I have been staying at this location for approximately two weeks. During this time, my wife, 18-month-old son, and I began developing mysterious bites and skin irritation all over our bodies. Initially, we attributed this to possible fleas or an allergy due to our upcoming move into a pet-friendly home. However, on [insert date of discovery], I discovered 23 live bed bugs in our hotel room.This discovery confirmed the true source of our ongoing health issues. We are extremely concerned for our safety and health, especially that of our young child. The hotel had not informed us of any pest control issues, nor were we given any instructions on how to prevent contamination or further exposure.We have requested:A full refund for the past two weeks due to the unacceptable and unsanitary conditions.I also needed to take off from work to care for my son, who was not able to attend day care, which I was also still charged for. Immediate relocation to another inspected and treated room at the same rate.Assistance in safely transferring our belongings to avoid bringing bed bugs into our new ************ the time of this filing, the hotel has [insert current response status not responded This situation has caused not only physical discomfort but emotional stress and concern for our long-term well-being. I am requesting that appropriate health inspections and follow-up actions be taken at this location immediately to prevent this from happening to other families.Sincerely,******* *******

  

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to
  review the guests’ concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests
  is the number one priority. Upper management has informed me that the guest has been credited for two weeks totaling, $944.86. Again, we apologize for this experience.
  Should the guest have any additional questions or concerns we invite them to
  reach out to us directly.    

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Illegally denied service animal for a prepaid reservation I need a refund

  

  Business Response

  Date: 06/20/2025

  Thank you for taking the time to provide feedback regarding your recent experience with our hotel.  Please accept our apologies for any disappointing experience you may have had.  At Extended Stay Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because:
  

  They couldn't simply look up my reservation.

  
  

  

  Business Response

  Date: 06/20/2025

  Thank you for taking the time to provide feedback regarding your recent experience with our hotel.  Please accept our apologies for any disappointing experience you may have had.  At Extended Stay Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referring to so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because:
  

  They won't contact me directly as requested or look up my reservation. They are wasting my time

  
  

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Location: ******************************************** They failed to provide me my money. After staying 2 nights there, I sat and listened to negative comments about not staying the entire month from another hotel. They ganged up on me, called the police on me and told me I would not get my money back. They said they needed to check the videos. I would like a refund.

  

  Business Response

  Date: 06/25/2025

  We appreciate the opportunity to review the guest’s
  concerns. Upon further review, a refund for three nights was processed back to the guest. No further refund or compensation will be considered. Should the guest have any additional questions or concerns, we invite the guest to contact us directly.