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

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  Extended Stay America

  14420 Chantilly Crossing Ln Chantilly, VA 20151-1667

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  Homestead Studio Suites

  241 Arboretum Pl N Chesterfld, VA 23236

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  Extended Stay American North-Jackson

  5354 Interstate North Jackson, MS 39211

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:08/15/2022

  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.

  I was erroneously billed on May 11th, for one weeks stay. It was billed a week early so the same amount was paid within three days, indicating an error. I am contracted through my company for the year, & early billing by *** triggered a fraud claim with the ******************* for the amount ($580.~) That credit card was cancelled, so I used another credit card to pay that amount while the dispute was examined. The Fraud Claim was filed with the *******************, and the offices of *** were spoken to by the ******************* as it was investigated. Obviously, it was settled to ***'s benefit AND THEY RECIEVED THE ***** BACK on July 9th. and were sent an email as was I with that transaction amount and case dispute paperwork showing THEM (***) paid.*** has/ have CONTINUED to tell me that they "can not find the monies sent them by the *******************", although I have given them the transaction ID and their own approval code in WRITING They continue to tell me that they can not access their own internal credit card payment systems, and that they need to rebill me. I have now paid their incorrect billing for TWICE, once on May 13 ( when the regular week came up, and again when the amount was refunded to them when it was settled.).They have AGAIN billed me for that week and I am beyond frustrated with the manager ( ****************) and her staff who repeatedly admit ignorance about THEIR OWN billing process and refuse to call the Credit Card merchant account number that was supplied to them to help THEM through the process. It is a stunningly poor way to conduct business; I have faxed a complaint to their legal ************ Headquarters in NC and filed it with the office here. Over and over again they claim that they can not access credit card payments.

  

  Business Response

  Date: 08/24/2022

  We appreciate the opportunity to further review the guest's concerns and apologize for this disappointing experience. A full refund has been issued to our guest. Additionally, the claim was appropriately escalated to a third-party insurance company to completely review, and it was determined there was no evidence to support the guests claims.  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:08/15/2022

  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.

  The company website gives a rate that is dramatically lower than after clicking on that rate. The website requires the customer to enter the check-in/out dates, number of guests/pets, after which the website gives results that are significantly lower before the customer selects that price. Note in the screen shot the time stamp is the same (2:36pm), and the starting at price in the results is $90.24. Then after selecting that $90.24 per night price, the price changes to starting at $109.24 per night. Note that no changes were made to the dates or number of guests, and the prices in both pages are pre-tax (just clicking on the price makes the price significantly change). This is pure deception. To make matters worse, after spending nearly 20 minutes speaking with their customer service, where the employee gave reasons such as the number of guests were not entered (thats a requirement in order to get the price results) or the dates werent entered (thats also a requirement in order to get the price results), I couldnt speak with a supervisor just to explain to me why the advertised starting at price increases by nearly $20 per night for a two month stay. The employee on the next call, where I attempted to speak to a supervisor:1-insisted that I speak with only him,2-refused to connect me to a supervisor, & 3- then disconnected the phone call.This is a simple straightforward case of deceptive advertising; Im incredibly sad and disappointed

  

  Business Response

  Date: 08/23/2022

  We appreciate the opportunity to review the guests concerns. We have reviewed the phone conversation that the guest had with our agent. During that call, the guest was advised the difference in price was due to amount of dates, taxes, room type, and adults in room. The agent then discussed check-in and check-out dates and information that had nothing to do with the concern the guest is referring to in his complaint. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  Date:08/11/2022

  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 ************************* I stayed at the Extended Stay America at their ******* location December2020 up until December 16,2021. I was checked into room 124 up until December 16,2021. the bottom line I qualified for ERAP rental assistance program. Extended Stay America ******* continue except my payment and received money on my behalf from May 2021 until October 31,2021 from the rental assistance program and has no intention to refund my money. I am sending you documents that will make my complaint a little clearer. Thank you

  

  Business Response

  Date: 08/16/2022

  We appreciate the opportunity to review the guests concerns. Upon further review, upper management has spoken with the guest on several occasions and stated that no refund or compensation will be given at this time. We consider this matter closed and if the guest has any additional questions or concerns, we invite the guest to reach out to us directly.  

• Initial Complaint

  Date:08/08/2022

  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.

  We found a dying cockroach in our room on a windowsill. My husband brought it down to the lobby to let them know/complain and he was told that we would get our first night free. That was the only reason we stayed. If it was not for that offer I would have looked for different accommodations. We then went to check out and ask when we would be getting a refund for our first night and we were told that wasn't possible. They would need to do an investigation into who told us that and go look at the room and substantiate our claim before anything could be done. We were also told that since there are kitchenettes that cockroaches happen. I don't know what kind of living environments they are used to, but if you see a cockroach you should be exterminating the buildings frequently and cleaning in between guests better, not just accepting that there are cockroaches. That is disgusting and people shouldn't be staying somewhere where the staff are shown cockroaches and don't alert someone that an exterminator needs to come. We already substantiated our claim by bringing the cockroach down to show the staff when we found it. If someone needed to look at the room it should have been done right then and there. And someone should have gotten the manager. Not lied to us and promised us a free night when they didn't have the authority to do so. They didn't seem to care that roaches were in their buildings and didn't seem to plan to do anything about it.

  

  Business Response

  Date: 08/19/2022

  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 encountered.  At Extended Stay America,we take pride in ensuring our customers satisfaction. To ensure we resolve your concern, if you would kindly provide a copy of your reservation confirmation letter or folio receipt of the stay you are referencing so we may quickly assist in providing a resolution. The first and last name provided was not found in our reservations database. We look forward to hearing from you.

• Initial Complaint

  Date:08/05/2022

  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 paid for this room June 14th, and when I arrived and went to check in, there was somebody still in my room, with visible needle scars. Then another employee gave me new keys to a different room he had just cleaned, only for the front desk to check in somebody else into my room, giving them keys, and they walked into my room while I was in there. I have felt extremely unsafe and insecure here and attempted to check out early. I was then told by management that I cannot receive any refund for my early check out because I prepaid. So now I am out $800 for an establishment that cannot guarantee the security of my room, and gave me a room occupied by a drug addict. I have felt completely violated by this establishment from the second I came here, gave it a chance, and was told that I will receive no refund for wanting to get the h*** out of dodge.

  

  Business Response

  Date: 08/11/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all of our guest's is a 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 in the amount of $1039.50 was processed back to the guest. 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:08/04/2022

  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.

  I ordered $250 worth of supplies to stay at this hotel for 6 weeks and it was left outside my door, Gopuff sent me a photo of the three huge bags left outside the door. I open the door and there's only one bag with only two items in it. I called the front desk only to be rudely put on hold even though I said it was an emergency. Then she hung up on me. I called back and told her what happened and with food in her mouth she tells me she won't call her manger she won't look at cameras and pretty much said not my problem get over it. Her reasoning is that it was not an emergency. How is it not? I felt so unsafe where I'm living for six weeks. I had only booked ten nights here and was gonna book the rest later but I'm scared to be here now. I think I'm about to go get my bike and bring it up bc they have thieves running around here and they don't care! Gopuff was nice and brought me more stuff but this hotel is horrible for not making their customers who are paying for a long stay feel safe. I have a host of other complaints since I've been here but I don't like to complain but while I'm already here, the elevator was broken for 5 days, the whole place smells like weird food, they have a brochure in the room stating get free kitchen supplies while you're here and they didn't have any when I asked except one plate and one spoon. I had a package delivered and they said it wasn't here so I tracked it and it had been delivered hours ago so I went back down and he actually looked for it and found it. None of the outside doors work with key or without except one they keep open without a key which is not safe at all. They are never at front desk either always eating in their office and you have to ding the **** and stand there.

  

  Business Response

  Date: 08/10/2022

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, I contacted upper management to review this situation in detail.  At the time of my call, I was informed that management has spoken with the guest regarding this incident and explained to her that the delivery driver did not stop at the front desk to sign in. Therefore, the hotel staff did not know that there was anything delivered to her room. Management also explained to the guest that there is no camera facing down her floor. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  Date:08/04/2022

  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 made a reservation for 7/24/2022 at the "new' extended stay in st ****************** *************************************************************************************** was a nightmare since I got there. I'd like to add that I stayed at the Beacon, ** location & never had 1 complaint nor did they ever experience a problem with me. This location I called & let them know I would be coming in late. She said oh I adjusted your reservation for tomorrow because that room I. No longer available.. but i had a reservation. I get there they can't find my reservation. I paid a daily rate of ****** just for that night. Next day I pay ****** for the week. Still wasn't what was agreed on. I call corporate they said they would send mgmt email asking for her to give me credit for ****** I never heard anything back about that. The next day she walks in my room and says she didn't charge me pet fee. I said I paid $25.00 my 1st night and on the phone they said I could spread out those fees to pay weekly. She says I will charge you ***** each and every week. That was another charge because she didn't credit the $25 i had already paid. Monday they locked me out of my room for payment. I was paid up until Tuesday and she said we need it this afternoon by 4? But I'm paid until tomorrow 12. My husband went in & she said oh your right it's the pet fee. I said no she's lying she told me the wkly rent was due. she arranged $37 a WK with me in which I ended up paying more than that anyway because she never included the $25 that I had already paid in that. Then found out from another shift that she had my mail in her office rather than filing it in the drawer with everyone else's. This was the last straw for me everything I experienced was harassment and illegal. We decided Tuesday we are leaving. She stops my Uber and says you owe me money because what you paid was based on you staying a month they said I'd have to pay a lump sum for that rate. I want a full refund. My rug was also dirty & damp. I felt targeted it was Outrageous

  

  Business Response

  Date: 08/10/2022

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly by management,and no further compensation or refund will be considered at this time. 

• Initial Complaint

  Date:08/04/2022

  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 July 19, I checked into Extended stay America, ****************************************************************. On July 20, 2022, I had a medical family emergency, called down to the front desk, staff approved and stated that as long as I checked out by 11 a.m. on July 21 that I would be reimbursed for the days that I did not use. On July 21, I gave the keys to the front staff and that person took my room key and was unable to print a new invoice, she mentioned she needed a manager to do the invoice and the manager would return on Monday. I called again on Friday, no answer, I called on Monday and the staff member gave me an excuse that the manager did not come in but call customer service. **************** stated that someone would call in 48 hours; did not happen. Called on Thursday, was told that a district manager would call in 48 hours; did not happen. My confirmation number is **********. The keys were turned in on July 21 before 11 a.m. I do not have an invoice, staff on site refused to give me one and requests made to Corporation Extended Stay America have not been answered.

  

  Business Response

  Date: 08/10/2022

  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 in the amount of, $279.58. 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:08/02/2022

  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.

  They would not allow me to rent a room for some reason!!...I have never had an issue getting one there in the past!!.. I ask why they would not give me a reason!!.....I just want to know why!!...

  

  Business Response

  Date: 08/10/2022

  We appreciate the opportunity to review the guests concern. Upon receipt of this concern, I contacted upper management for further investigation. Management informed me that there was an incident involving the guest and police involvement. Should the guest have any additional questions or concerns we invite them to reach out to us directly.   

• Initial Complaint

  Date:08/01/2022

  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 am a registered guest here and have been here for 2 years. And today on july 29th, 2022 at 11:00 a.m. my car was towed illegally from the property. I had my parking pass visable and my tags are up to date as you can see in the photo i have attatched. The employee that signed off on this is named *************************** and by law was supposed to get in touch with the owner and give them an hour to remove the vehicle before it gets towed. I have my phone records showing that I was not given that right. Due to the tow I received damages to my vehicle and will be filing this in san diego superior court for this illegal tow and the damage received from the epedite towing company.

  

  Business Response

  Date: 08/08/2022

  We appreciate the opportunity to review the guests concerns. Upon review, the vehicle was not the registered guest's car. Management has communicated with the guest that we are not responsible for alleged damages to the vehicle during the towing transport. Therefore, there will be no refund or compensation considered at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.