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

  
• 

  Extended Stay America Select Suites

  8801 Perimeter Park Blvd Jacksonville, FL 32216

• 

  Extended Stay America Suites

  5511 Abercorn st Savannah, GA 31405

• 

  Extended Stay America

  3820 Orange Pl Beachwood, OH 44122-4488

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  Extended Stay America

  4820 W Reno Ave Oklahoma City, OK 73127-6417

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:08/24/2022

  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.

  On 8/18/2022, I made a reservation for 3 months (8/19 -11/19/22) due to a 3-month class I was attending with AFCOE which I paid $2000.00. The hotel reservation was $8481.87. I called and verified the reservation with questions about the room and everything was fine. On 8/19/22 I started driving at 3:00 pm from Humboldt county ******, and I got lost in ********** Mountain which led me back to ***********. I had paid $2,000 for the 3-month evangelistic training at AFCOE which was nonrefundable. This did not include the expenses of gasoline, my time driving, and the wear and tear on my car. At or about 8:30 pm I arrived at the long-term stay only to find out they had sold out of rooms including my reservation. Leaving me to sleep outside, by the way, I am a female. Not safe to sleep in your car in **********. The hotel did not apologize nor did I get my refund. This tore my heart as it was too late to find another hotel. Attached is the confirmation and the note from the attendant that night. Please help!

  

  Business Response

  Date: 09/02/2022

  We do apologize for the frustrations experienced and can understand the frustration. This is certainly not our intention. Upper management has informed me that the guest was not charged for their stay as the reservation was cancelled. Therefore, there will be no additional refund or compensation considered at this time. 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:08/23/2022

  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.

  On or about the 22nd of April, 2022, the ********************************, (hereinafter *Complainant) visited the Extended Stay America hotel ****** after visiting the website. This was the Complainants first time staying at the *** hotel.The Complainant immediately noticed the linens and bedding was dirty and soiled, but did not request another sheet until the following day. Upon entering and exiting the *** hotel to run errands, the Complainant returned to find that she had been locked out of her hotel room.The entrance and throughout the hallway area reeked of smoking.But the Complainant was forced to walk through the halls with her young and Austistic child breathing in the disgustingness of the smoke. Even after getting another key made, the Complainants room door still would not open. So, she was again forced to wait outside in the halls until an *** staff member arrived to assist her. Eventually, the door opened, and the complainant proceeded to ask for a new clean linen. When the staff member returned with what the Complainant believed to have been clean linen, it turned out to be even dirtier, more soiled linen. When the Complainant mentioned the issue to the staff she was offered a bottle of water and a bag of chips for her troubles.However, the smoking continued and the Complainant, who has suffered in the past with trigger ashmatic attacks, suffered through the rest of her stay at the *** hotel. The Complainant was lured to the hotel under the false pretenses that the hotel was a non-smoking hotel environment, which *** displayed on its website. The Complainant could not even relocate to another hotel because it was too late to do so and/or the other hotels were booked full. So, the Complainant and her young child were forced to stay at the hazardous hotel. After the Complainants departure from the hotel, she continued to complain to the corporate offices of ***, after being given the runaround. (Please See Attached Written Complaint)

  

  Business Response

  Date: 08/25/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. A full refund has been issued to our guest. No further compensation or refund will be considered at this time. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  Date:08/22/2022

  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.

  August 20, 2022 9:00: Extended stay America (Factoria ********, ********** location) I brought my family to have a family visit time in a hotel room here room 305, the room was filled with dust. My 8 month old children couldnt take it. I called my parents to babysit. I called the front desk with in 2 hours of check in. They had told me to wait till the morning to get the issue resolved. So I did and when I went in I was greeted by a lady named ****** she listed and the told me there was nothing she would do! I didnt even get to sleep I was so grossed out and here she is not listening. I said okay do you have a manager you can call or I can speak with. She started screaming at me to leave the front office! Telling me to stop harassing her ! Ive never been treated this way before. The room included free breakfast and I wasnt even aloud to get my self some because she got so upset.

  

  Business Response

  Date: 08/31/2022

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail.  After review, it has been determined that the room was cleaned by housekeeping prior to the guest arriving and was inspected by management. This is an exterior property so after the guest has used the room for 4 hours walking around it is possible that the floor will attract dust and dirt. Therefore, there will be no compensation or refund considered at this time. Management has reached out to the guest to speak about the situation in detail. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  Date:08/22/2022

  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.

  The date for first transaction is July 27th, 2022 in the amount of $573.44. This transaction was also made on August 4th, 2022, August 11th 2022 and August 18th 2022, totalling $2371.35.Upon approaching the desk, everything seemed okay, and the clerk was very nice. We talked about my stay and I mentioned I was staying there until I found out my surgery date. The clerk suggested a weekly rate, since my estimated date was around 3 weeks from that time. I agreed and paid for my first week.The stay was pretty good, until I reached the date of my surgery, and went to check out of the room. I asked if I would be refunded for the Monday, Tuesday and Wednesday that I would not be staying in the room. The clerk had a very suspicious face on and I thought to myself "Uh oh." Well, she hit me with the unfortunate news that I would only be refunded $6.00. This is due to an apparent "30 day clause" this company has in place for anything other than day to day basis.I was not informed of this clause when I agreed to take the room, and was lead to believe that that I was going to receive the weekly rate, up until my surgery date, as per the conversation with the clerk.This is an unethical business practice, and leads me to believe that, more than likely, MANY others have been "scammed" in this same manner, as the hotel brands itself as an "extended stay" experience. I would think that alot of construction companies have also been "scammed" in this manner, due to the uncertainty of contracts, and other construction relayed business timelines. I would like a full refund for the Monday, Tuesday and Wednesday, they could have already double booked, and I would also like Extended Stay America to look into these procedures better. Not everyone is made of money, and I am currently in a very decisive situation. I could possibly be cause a great deal of pain and suffering from this ordeal.Thank you for your time, *********************************** Room ******************************.

  

  Business Response

  Date: 08/29/2022

  We appreciate the opportunity to further review the guests complaint. Upper management has informed me that the guest's rate was re-rated to a weekly rate. Therefore, the guest was refunded an additional $239.35, with their previous refund the guest will be getting a total of $245.76. Management has also reached out to the guest to speak about the situation in detail.  Should the guest have any additional questions or concerns we invite them to reach out to us directly. 

• Initial Complaint

  Date:08/19/2022

  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.

  The main problem is with the cleaning staff and manager, cleaning is not done properly and items in room have been damaged by cleaning personnel also the entry doors on both ends of the building do not work to enter the building, when brought up to the manager his reply was to go to another location and stay, I stay at this location 10 months out of the year.

  

  Business Response

  Date: 08/25/2022

  We appreciate the opportunity to review the guest's concerns. Upon receipt of this concern, we reached out to the guest for additional information regarding their stay, but the guest has failed to respond. At this time, we will consider this matter closed.  Should the guest respond, we will make every attempt to continue to resolve.  Thank you.  

• Initial Complaint

  Date:08/19/2022

  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.

  To whom it may concern:On August 11th 2022, I was alerted to fraud on my bank account by text message. Extended Stay had run my card five times with the total amount being $1100. The unauthorized transactions were $100, $100, $100, $300, and $500. The only ones that went through were the three separate $100 unauthorized transactions. They have since been posted to my account and I currently have a dispute open with my bank. On August 15th 2022, I contacted Extended Stay to have a credit card audit and was told I would hear back from them within 48 hours. It has been 48 hours and I haven't heard any updates from the credit card audit. I am not a guest and have never stayed at the Extended Stay. I would like the fraudulent charges to be reversed and for them to contact me with an apology. Thank you,*****************************

  

  Business Response

  Date: 08/25/2022

  We appreciate the opportunity to review the guests concerns. Upper management has informed me that a refund has been issued to our guest and the manager has spoken with them in detail about this situation.  Again, we apologize for this experience.Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  Date:08/18/2022

  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 booked a stay on booking.com for Extended Stay America- *******. The address is ********************************************************** and the reservation check in # *********. When I arrived there was trash everywhere outside, people scrapping in the back of trucks. When I checked in I was given the room key where I walked in and my feet stuck to the floor, there were dead cockroaches and broken drawers. There was also trash in the hallway and signs saying not to leave anything in your car or it will get broke into. I have pictures and video of all of these items. I have been unsuccessful at getting the $258.00 refunded to me and I had to find another hotel to stay in because I was not going to stay in a place in that condition traveling 18 hours in a car from MN. I have contacted the hotel more than 5 times, each time I am told they do not have my money, I contacted booking.com at least 5 times or more and they said the hotel has my $258.00, meanwhile I am being billed interest at 25% while I am disputing this charge. On my credit card statement the Ref #*********************** TPI Booking.com *********. And booking.com said your hotel uses a 3rd party on booking.com and that is why they cannot refund my money. I have spoken to several agents at extended stay including the onsite manager that agreed to refund the hotel I never stayed at.

  

  Business Response

  Date: 08/26/2022

  Thank you for contacting us regarding this experience. Upon receipt of this concern, I immediately contacted upper management to review this situation in detail. At the time of my call, a refund has been issued to our guest and the manager contacted the 3rd party booking channel to advise of the approved refund. I am sorry for the aggravation and dissatisfaction our guest has experienced. We strive to be the lodging provider of choice for all of our guests, and it is clear we have failed in that mission. Thank you for providing us with this opportunity and please let me know if you have any questions.

• Initial Complaint

  Date:08/17/2022

  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 have been staying at the Extended Stay America location in ******************* in ***********, ********* since late April. I recently received an eviction letter stating I own money. They told me that they will not accept partial payments anymore like I have been doing since I basically have gotten to that location. As of recent they have started charging my bank cards on file without my authorization and recently charged my friends bank card which that card isnt even in my name and my friend was helping me when I first got there I have contacted there corporate office in regards to having my cards removed they said they couldnt do that. I have also have spoken to the manager on site and she also told me they couldnt remove them. There business practices are way wrong. This business has no idea what they are doing and are taking advantage of people. I have never received a balance of what I owe them. They are charging peoples cards without notifying them. When you call there corporate office no body returns phone calls or emails. I also have contacted the department of health in regards to the conditions of this establishment.

  

  Business Response

  Date: 08/24/2022

  We appreciate the opportunity to review the guests concerns. Due to the guest's status at the property, it is required that the guest pay in full plus 7 days in advance and the hotel is not permitted to take partial payments. The guest was advised properly, and no compensation or refund will be considered at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:08/17/2022

  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.

  My name is *************************** Medical Traveling Professional Guest at your Establishment Extended stay America in *************** ******* south rm. 315, The reason for my email is it Brought to my attention on yesterday 8/16 by on of your staff regarding some of your employees here at extended stay America in *************** ******* South, it was mentioned regarding me making a statement about someone stealing from me which im being falsely accused, There was an issue with a few of your employees (**** and your supervising housekeeper ) with separate encounters. ****** and **** had been helping me with the issues that have been taken place here at your establishment there were many others that help me as well including your maintenance guy very attentive and pleasant. As professionals and customers this is a slap in the face. Im here as a medical professional to help in your community just as your associate ***************************** did for me yesterday Graciously taking her time to resolve any and all booking/ Price issues that were taking place. I wanted to ask knowing that your schedule maybe busy and have no time for foolishness as well but I would like to talk to you about a conversation the took place yesterday evening, and if you would kindly give me a call at your convenience I would greatly appreciate your time. Again I appreciate everything your associates have done for me lighting the load on my shoulders regarding my stay here , thank you again looking forward to speaking with soon. Best Regards *************************** ************************** ******************** Guest at Extended Stay America *************** ******* south ************

  

  Business Response

  Date: 08/23/2022

  We appreciate the opportunity to review the guest's concerns. Upon receipt of this concern, we reached out to the guest for additional information regarding their stay, but the guest has failed to respond. At this time, we will consider this matter closed.  Should the guest respond, we will make every attempt to continue to resolve.  Thank you.  

• Initial Complaint

  Date:08/16/2022

  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 started calling Extended Stay located in La ****** around 11AM this morning and spoke to ****. I explained that I have a reservation that my school (which is my place of work/and I attend FT) was putting me in the hotel for a minimum of 1 week because I am currently homeless and was sleeping outdoors. I explained to **** the situation and he advised that all that need to be done was a 3rd Party Authorization. He asked what name would it be under and I said either ****/Realization Cohort or in the name of the person who is over the **** and he said no problem. I call in around 5PM and spoke to ****** who was very rude from the moment he answered the phone. I called to make sure that they received the form and he said yes but he will not accept it because he cant do person to person. I advised it was not, the funds are paid through my job and school ***********************. I asked him to call my school and the person whos over the program and he refused. He said they will need to provide a code but never told me what it was, I kept asking and he was very condescending and kept talking over me, I asked to speak to his supervisor and he put me on hold for over 10 mins and next thing I know Im just dropped on a ringing line. I called back and he said his supervisor told him to just drop me. I said that doesnt sound like proper customer service and asked him to speak to his supervisor. He said no and that I was belligerent and that I was acting GHETTO. I asked was the calls recorded to catch what he just said to me and he said I dont know. I said if definitely want to speak to your supervisor now. He hung up on me and for almost 1 hour I called because I am now not only homeless I was now stranded in La Mirada. I asked could I come in and speak to someone and he said if I come in he will have the cops called on me because I was already angry. I called over 40 times. Have the phone records to prove it and no one answered my calls. I need this looked into ASAP

  

  Business Response

  Date: 08/19/2022

  Thank you for contacting us regarding this experience.  Upon receipt of this concern, I immediately contacted upper management to review this situation in detail.  At the time of my call, upper management had informed me that the claims made by the guest regarding the associate's attitude during their conversation is false. Upper management was in contact with the associate during the conversation between them and the guest. We consider this matter closed and if the guest has any additional questions or concerns, we invite them to reach out to us directly.