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: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.

  Stayed at extended stay in ******* June 24th. Room had cockroaches, mold, soap scum filled shower and an extremely rude front desk worker. Have contacted corporate upwards of 20 times since them to get a refund and have continuously gotten the wait ***** hours for a district manager to get in touch and it has been WEEKS and nothing has changed.

  

  Business Response

  Date: 08/08/2022

  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 was issued on July 11th, in the amount of $204.68. The manager has attempted to contact the guest to speak with them in detail about this situation but, has been unsuccessful.  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:07/28/2022

  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.

  Ive been staying at the extended stay at *********************************************** for over two months. Since then Ive been nothing but respectful. Most of the staff is very disrespectful and talk to the customer any kind of way, Ive witness ***** cursing at a customer. ******** ***** and ******** are rude no matter how nice you are. While staying the refrigerator stopped working, it took three days after the report for them to attempt to fix and I ended up loosing food. I never received a apology or compensation. The night before I checked out which was a week ago, I spoke **** about why the hotel fee wasnt removed and why was I paying a late fee and still being ask for leave the room. **** couldnt give me a explanation and called ******* who supposed to be the general manager.******* got on the phone with an attitude and said I could just check out then without paying the late fee. Not once did she attempt to clarify anything yet was more concerned about putting me out. While at work the next day my door said ******* had one of the employees call the cops which was unnecessary when we already was leaving the room. I was ask to leave because the night before **** and I had was discussing fees and be lied and said I was rude and I gave witnesses I wasnt. ******* never rectify the situation, apologized or anything and instead put me as aDNR after I called guest relations and filed a complaint and she later went in the system and closed it. I requested a district manager call and its been over 48 hours and none has called yet ******* is continuously closing out and out of retaliation against me she made me a dnr. I want a apology and compensated for the deformation of character, false allegations, almost loosing my job from them calling while at work, my spoiled food as well to include stress, depressed, and children were involved.

  

  Business Response

  Date: 08/02/2022

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customer's 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 they have spoken with the guest and have agreed to refund the food items that were lost. 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:07/28/2022

  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 was staying here on 7/7/22 i paid ***** and I checked in around 12 and told the maid to not my enter my room 2 hours go by and I go outside to smoke for 10min go back in and my door is wide open with my bag that I keep most of my possessions gone. The excuse for entering the room was that it smelled like Marijuana in the hallway and they had to enter my room. So I go to the front desk looking for my bag and oddly enough some things like 6 dollars cash and a ring that I had. I was told by the district manager that was present at the time that her employees would never steal and that in order to see who took things out my bag I had to get the police involved. So I did and they basically said they could do nothing about the situation because Marijuana was involved even though none was found. So I get in contact with guest relations and they said it was no way to get my valuables back because again Marijuana was involved even though none was confiscated. I also recently found out that the case was closed and I was on the do not rent list. I wasn't aware of this and I booked at another extended stay location and was denied service even though my side of the story wasn't told. So now guest relations says that they could do nothing about getting my valuables back and I just had ro accept that my things were gone. So I'm hoping you guys could do something about this thank you.

  

  Business Response

  Date: 08/02/2022

  We appreciate the opportunity to review the guests concerns. Management has informed us that they have investigated the guest claims and have concluded that there were no items stolen out of their room. They have spoken with the guest and informed them of the hotel's findings. We consider this case closed and there will be no further action taken regarding the guest's claim. 

• Initial Complaint

  Date:07/25/2022

  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.

  ************* Air force Veteran here I came to Extended Stay America *** Airport for a few days because the prices were reasonable. They didn't have any dishes, pots, pans, toasters, or dish racks as they advertise. I had to switch my room 3 times. The first room was ok. The microwave didn't work, the remote didn't work. Finally, I found a used condom sticking to the bathroom wall, and that was it. I requested a different room. They took me up to check it out. It looked worst than the first room but they said it was the only other room available. So I took the room. I tried to turn the television on but it didn't work. They sent someone up to fix it right away. After a few hours, I realized I was sweating with the ** on 60. They sent someone up, but they couldn't fix it. So **** very politely, and respectfully offered me a free night and another room. So I packed my room up and headed down to exchange my room key. Upon exiting the elevator my 2-year-old daughter bolted off the elevator right into a huge Pitbull. I yelled for her to back up. She turned and ran back to me. The owner of the dog assumed I was talking to his pitbull, and started to call me *******, whores, and threatened to hit me, even after I explained I was talking to my daughter, not his dog. The manager and front desk attendant stood by not saying anything. When I finally started to say something back after being threatened afraid for my 2-year-old daughter, 3-year-old son, my safety, and the safety of the child I'm carrying, the manager yelled at me to shut up and threatened to throw me out of the Extended Stay. Not having money to afford another hotel in my budget, and knowing I wouldn't get a refund immediately if I checked out, I obliged because I wouldn't have anywhere to go. The front desk attendant very politely and apologetically for what he just witnessed gave me my new room key. Once I got back onto the elevator the manager began to blame my children for the incident.

  

  Business Response

  Date: 07/29/2022

  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, management informed me that the owner had complete control of their ADA ******* animal. The manager did get involved to deescalate the situation. Also, the issues with the air conditioner and microwave have both been resolved. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

• Initial Complaint

  Date:07/25/2022

  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.

  FYI over two-hundred-plus emails, telephone calls, facsimiles, even in-person communications to date, still to no avail, however. 9+ months of sheer h*** to be exact.UMPTEEN REQUESTS AND/OR DEMAND NOTICES TENDERED TO DATE!STOP WAKING ME UP BETWEEN THE ***** OF 11:00 P.M. AND 07:00 A.M.! I REPEAT. STOP WAKING ME UP BETWEEN THE ***** OF 11:00 P.M. AND 07:00 A.M.! DULY OBSERVE AND/OR ENFORCE QUIET TIMES AT ONCE!ALSO, RESOLVE THE NON-STOP NOISE, COMMOTION AND OTHERWISE NUISANCES AT ONCE; E.G., DOGS EITHER RUNNING LOOSE THROUGHOUT INTERIOR HOTEL CORRIDORS AND/OR BARKING ALL *** LONG, HOTEL GUESTS, OCCUPANTS, ESPECIALLY INCLUDING OTHERWISE UNKNOWN INDIVIDUALS AIMLESSLY LINGERING IN REAR SELF-PARKING AREAS; RELENTLESS FOOT TRAFFIC THROUGHOUT INTERIOR HOTEL CORRIDORS LATE NIGHTS, ROOM DOORS, ENTRANCE DOORS AND/OR ALIKE DOORWAYS SLAMMING OPEN AND/OR SHUT AND/OR ALIKE DURING THE WEE WEE *****, RELENTLESS EXPOSURE TO DANGEROUS AND OTHERWISE CARCINOMA CAUSING TOXINS, PARTICULARLY SECONDHAND TOBACCO AND/OR CANNABIS SMOKE EMMITING FROM EITHER GUEST ROOMS AND/OR PARKED MOTOR VEHICLES SOME OF WHOM LIGHTING UP AND SMOKING CIGARETTES CIGARS PIPES JOINTS GUESTS ENGAGE IN SUCH ACTIVITIES, AND/OR LOITTER ABOUT IN SAME SAID SELF-PARKING SPACES PROXIMAL TO MY GUEST ROOM, TRIGGERING SMOKE FIRE ALARMS AT ANY AND ALL ***** OF THE *** SIGNIFICANT AMOUNTS OF ACCUMULATED TRASH AND DEBRIS LEFT FOR ***S ON END DIRECTLY ADJACENT TO THE REAR EXIT/ENTRANCE DOOR, REAR EXIT/ENTRANCE DOORS ELECTRONIC MECHANISM INOPERABLE; FOR FOUR-PLUS WEEKS TO DATE, AFFORDING ACCESS TO EVERYONE AND ANYONE! BY WILLFULLY DOING SO, BY WILLFULLY IGNORING SAME SAID, YOU ARE MATTER OF FACTLY KEEPING ME FROM 8 ***** OF MUCH NEEDED UNINTERRUPTED SLEEP, KEEPING ME FROM QUIET ENJOYMENT, KEEPING ME IN OTHERWISE SQUALLER-LIKE LIVING CONDITIONS, ESPECIALLY INCLUDING PUTTING MY HEALTH AT SERIOUS RISK FOR NOT!

  

  Business Response

  Date: 07/29/2022

  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 guests is a number one priority. Upper management has informed me that they are working on resolving the noise disturbance as well as the cleanliness concerns. 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:07/25/2022

  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.

  we made a reservation for my mother at this hotel. My mother came in the next day and they advised her they have no first floor rooms nor do they have an elevator. I booked through a site agoda and they showed the room and the front of the building we were not able to read anywhere on the site they did not at least have an elevator. We spoke to Agoda who advised us they will send the office a message since we were not able to stay due to the fact they could not accommodate my mom. I got an email the next day that they would not be willing to fully refund us because they were not told she was handicapped. My mom has a ****** she does not need a room that is accessible she does not need s special shower or anything that is why we did not ask for handicapped that is what that usually insinuates. We have never seen a hotel without an elevator or at least the knowledge of this in plain print. It is not our fault your third party did not advise nor were we able to plainly see this. This is not an instance where we just did not make it in time or could not afford the room and wanted to cancel this is an actual exception and a simple mistake. It is not as if my mom did not want to stay there or was choosing to go pay $50 more for another hotel like she did. I spoke with Ms. ******* who the third party spoke with also and she got an attitude and started over talking me withing 3 minutes into the conversation. I was so shocked all I had done was explain the situation thus far. She explained that it is not their issue if we did not request a handicap accessible room. I again explained had we been advised there was no elevator we would have requested accommodations. We have never been to an extended stay and I was not aware they do not have elevators. We were there and requested to cancel. The crazy thing is the guy asked can you do an elevator we said yes and then told us we dont have one. He was nice though. Photos of the info page and pictures. All info on included amenit

  

  Business Response

  Date: 07/29/2022

  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 Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel location (address, city, state)you are referencing 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:07/25/2022

  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 last week in May, 2022, my spouse and I began our stay at **** **** *************, ****************. ********, ********** ****. Upon checking in the facility appeared to be clean, neat and had a pleasant, friendly and professional staff. As time passed, approximately 2 weeks went by and things became a bit clearer and the true state of being began to shine its dirty little light. There was no continental breakfast that was advertised as free every morning and this continued for at least a full month. Their excuse was that they were having issues with the company that they order granola bars and muffins from. Come on really? If they cared the least bit why not seek an alternative and go to Kroger right across the street? Instead they continued that sorry poor excuse which clearly stated that they didnt give a darn about the customer.Along with that fact, on several occasions when we asked for clean linen and towels, we were told specifically that we would have to wait until tomorrow because they didnt have any clean and of course they blamed it on the shift that worked previously!! Another time the excuse was that they didnt have any because they were waiting on the truck to deliver their supplies. Wow that darn truck again!To top all of this off, because the so called GM, ****** was ****** off at me because they kept hounding me about some bogus phone charges so I called guest services to inquire about the $1.00 per call policy that was never disclosed until after placing 2-3, not 27 as they continued to state. She showed her **** poor behavior and retaliated by lying and saying that since I wanted to call Corporate and complain about the phone charges that we can pack our bags and leave because our **** hadnt been paid anyway. First and foremost that was another lie and I have the docs to prove it. She also lied to the individual who had offered to pay, in spite of the fact that the **** was already paid, as she said that we were already gon

  

  Business Response

  Date: 08/02/2022

  We appreciate the opportunity to review the guests concerns. Management has informed us that the phone charges made by the guest were reversed once they had spoken with him. Unfortunately, there will be no further compensation or refund given to the guest because the reservation was paid by another party which, management explained to him. We consider this matter closed, should the guest have any additional questions or concerns we invite him to reach out to us directly.    

• Initial Complaint

  Date:07/22/2022

  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.

  First room they put me in the rppm was filthy and dirty. The microwave did not work. They switched my room to a different room, which was just as dirty. The 2nd room had a customer on the other side of the wall where their dogs barked most of the day and all through the night. I told the staff about it and I was moved after a week of that instead of the customer with the barking dogs. Now I was in the 3rd room and it was dirty and had nicotine on the mirror and room was just as dirty as the first and 2nd room. The 3rd room only had 1 burner working and the water that flooded the room whenver there was a heavy thunderstorm. There was also over a week where I had to pay for my own toilet paper and over 2 weeks that they were out of coffee. The fitness center was always closed. Staff told me that Corporate said it stays closed and will not open until Corporate says other wise. I filed a complaint several complaints. The 2nd complaint I filed was on a Thursday afternoon. The Nect morning on a friday and our water was shut off until late that evening. Then I notofied ******* that I had enough and was leaving . I asked if I can come get the rest of my stuff the following day. Which was a Saturday. She said it would be okay. I come back the following day to pick up the rest of my belonging and food I had just bought and the ****** Police was called. Staff ( *****) was the one that called and told the police I was not supposed to be there. I do have this on video as well. I left with none of my belongings and called the following day on Sunday to setup a time to pick up the remainer of my belongings. I was unsuccessfull and could not get anyone at the location to pick up . There was no voicemail option to leave a voice message. So I called the ***** number for guest relations and got ahold of someone in the booking departmentment then told me guest relations was only open Monday-Friday and I had to call back topmorrow. The representative also tried to call and not success

  

  Business Response

  Date: 07/26/2022

  We appreciate the opportunity to review the guests concerns. Upper management has informed me that the guest can come to the property to retrieve her belongings. All other claims stated by the guest have been unfounded and therefore no refund or compensation will be given. Should the guest have any additional questions or concerns we invite her to reach out to us directly. 

• Initial Complaint

  Date:07/21/2022

  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 5 rooms with this property for my youth football team. After checking the rooms, prior to assigning them to the children and coaching staff, I discovered that the rooms were ***** infested. I complained to the property manager and he only offered a 25% refund. I also complained to corporate and they said the refund was at the property managers discretion.

  

  Business Response

  Date: 07/26/2022

  We appreciate the opportunity to review the guests complaint. Our upper management team has informed me that there was no evidence to support the guest's claims. Therefore, no further refund or compensation 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:07/21/2022

  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.

  Reservation made at the Extended Stay in ********* ** , When we got there and checked in the room was disgustingly dirty , The bed had stains on it , the floor was dirty , the Room stunk . There was a hole in the ceiling with **************** in it( really not sure what that was ) . There was a drunk roaming freely in the hall ways . I did not stay and told the hotel clerk . who preceded to ask if it was because of the house keeping . She said there had been numerous people leaving for the same reason. She told me i would get a full refund . I tried calling to talk to the manager , was told he was not available . The clerk hung up on me . I called customer relations was told 48 hours I would get an update, Did not get an update and called again , no updates .

  

  Business Response

  Date: 07/26/2022

  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 guests 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 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.