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

  700 Commons Way Rochester, NY 14623-3147

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  Homestead Extended Stay

  1 Meadowlands Pkwy Secaucus, NE 07094

• 

  Extended Stay Hotels

  55 West Merrit Blvd Fishkill, NY 12524

• 

  Extended Stay America

  905 South Oyster Bay Road Bethpage, NY 11714

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:07/20/2022

  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 self and my son booked a room with extended stay Alabama- We have been here with no water currently and also previously this week( today 7/19/2022)since 12:30PM and still have no water at 8:00PM also on 7/15/2022 we had no water from 12:30 and for approximately 4-5 hours on this occasion. I am in a room in which the bathroom door will NOT close. I also only have one Burner, the Air conditioner does not get cold. Take into consideration I work in the heat (Solar Construction site) from 5:30 AM to 4:30-6:30 PM. My son has been without water. The attendant over charged me for a pet deposit I am being charge half of what I pay for the room for the week. I pay ****** the first week and then now I have to pay $406.00 being Ive been double charge for a room I didnt book. So thats what their solution was and that was the only solution I was offered for their lack of customer service. My wife actually stayed on the phone for a total of 4 hours and 39 mins for a different incident. But I was charged $179.00 for a small animal who isnt here at all in the day time. But it did not matter. They also threatened to throw my son out if I didnt pay immediately on the this weeks Friday before. If I didnt come to the hotel at my lunch time to pay the week. They called and harrassed my son, the took the key card and opened the door on him multiple times and he kept telling them not to come in to the point he had to lock the dead bolt until I could call and pay it. There is a very unprofessional smell of drugs, there are cars everywhere being worked on and Ive been told there are bed bugs in this facility. I currently have had to work 6-7 days a week. Im not from here I only work here. My son is 15 years old. Just an FYI- I have went to the office several time and Ive had to wait 45 minutes while the attendant took a personal call and wouldnt come to the front desk. I was trying to inform them at this time that we needed the door changed, and the bathroom floor is fallin in

  

  Business Response

  Date: 07/25/2022

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Upper management has informed me that they have spoken with the guest and explained ************** as well as our payment policy. Should the guest have any additional questions or concerns we invite them to reach out to us directly.   

• Initial Complaint

  Date:07/20/2022

  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.

  The hotel staff refused to allow me to check out before the end of my reservation and charged me an extra day beyond my stay stating it was hotel policy to charge an extra when guests check out without giving them 24-hour notice. When asked they then refused to show me documentation of this policy which had never been mentioned to me previously. And refused to give me a receipt when we left.

  

  Business Response

  Date: 07/21/2022

  We appreciate the opportunity to address the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail.  After review, the guest had been refunded $284.97 on July 14th. The guest should allow **** business days for her refund to reflect on her account. Should the guest have any additional questions or concerns we invite her to reach out to us directly.  

• Initial Complaint

  Date:07/19/2022

  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.

  I am writing to inform your organisation of the issue we are having at the ************* location. We have not had ************ since Wednesday 7/13/22, initially I spoke to the front desk about it on Thursday and I was told someone from ******* support is coming to take a look at it. On Friday 7/15/22, we still did not have wifi service and then I called corporate and I was informed that someone will get back to me in ***** hours. Today is Monday 7/18/22, we still do not have Wifi, I called the corporate account again and was told the issue is from *******.I have ******* at home in ********, this is not how they do businessOne of the core incentives of staying at your organisation is ************ and it is so sad and unfortunate that this particular location is not providing this service as stated. Please work on fixing this service for your customer, it is a very bad look on your organisation. When I spoke to the customer service representative at your corporate office she mentioned something about financial compensation however for me it it not about that. This particular location just needs to do better, there has been a pattern with leadership of being nonchalant about customer service issues. This is my second stay here and its so unfortunate that this is the closest location to my jobif not I will not stay hereThanks for your time and I look forward to a timely resolution of this issue.

  

  Business Response

  Date: 07/22/2022

  We appreciate the opportunity to review the guest's concerns. Upper management is aware of the problem and is currently working on a resolution. The guest has been contacted regarding the situation. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:07/18/2022

  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 July 18 I was checking out of the Extended Stay on ***** American Dr. in **********, **. I informed the employee(who stated that he was a manager) that per a previous conversation with the female General Manager on Friday at check in, I was promised to get a free night due to a previous incident at the hotel in ***** *** manager today stated very abruptly, "WelI I don't know any thing about it". I then stated, "well I do and I was told that at checkout my free night would be charged back to my card". He then responded with a very smart tone, "Well like I said, that wasn't communicated to me. This the second bad experience I have had in a month with this location. I think that this particular manager used a very unprofessional tone when dealing with a customer. I did not appreciate it, and I am requesting a formal apology(and some additional customer service training) from that particular manager. I will not be booking at this location ever again.

  

  Business Response

  Date: 07/21/2022

  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 a refund in the amount of $164.22 was processed on **** 10th. Should the guest have any additional questions or concerns we invite them to reach out to us directly.   

• Initial Complaint

  Date:07/18/2022

  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.

  My husbands high school classmate notified us she needed a place to stay her and het children was homeless. She had been staying in hotels and her har off and on. After talking with my husband we covered a night for them at the extended stay america ******** hotel in ******* **. Cost was *****. I called they explained since i am teying to pay over the phone, i had to go to another site to authorize my card to be charged for the night. I let them know i was paying for 1 night, i didn't want my card on file. I was auured to call back after it was processed and they would make sure to throw my card info away. I completed the online request for 1 day stay and commented intent on site this was 7/7 to 7/8 i believe. ***** was correctly charged. On 7/15 my acc i *** was charged ******. This was without authorize. I help someone for 1 night. My card was kept on file. This negatively impacted my finances as I have a family with responsibilities.

  

  Business Response

  Date: 07/28/2022

  We appreciate the opportunity to review the guest's concerns. Upper management has informed me that a refund has been processed back to the guest. The guest should allow **** business days for her refund to reflect on her account. 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:07/15/2022

  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 April 29th, at approximately 9 a.m, in room 138 of the ********* Location (**** ************** *********, ** *****) ***** I found a cockroach in my room. I placed the specimen in a plastic cup and sealed it, then presented the ***** to the hotel staff. I turned the bug over to ****** who was the only one working that morning. I was not offered housekeeping, a room change, or any form of conpensation. I stayed with this hotel for approximately 1 month and NEVER received housekeeping. The hotel claimed it was my fault I did not receive housekeeping the Monday (May 2nd) following the incident because my dogs were left in the room. That is an absolute lie. The hotel also refuses to release my incidental charges back to me. I would like my incidental fee back and one week stay cost.

  

  Business Response

  Date: 07/22/2022

  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:07/15/2022

  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 had made reservations on June 10th through Hotels.com with Extended Stay America Suites ********* ****** , ************************************************************************* for a two bedroom suite for one stay on July 16th. On late evening July 14th (less than 2 says before my travel) I was informed that this room is not available because it was double booked. On contacting the hotel, the front desk was not helpful and i requested for the manager to call, which i never received. They should have either given me the original room or two rooms as we had 4 adults in our party. This they did not do so nor did they make any attempt to correct the situation. As this was a day before my travel I had to go through lot of stress to get another reservation with another property through Hotels.com. I had to take time out of my busy work schedule to get this reservation done. I expect to be compensated for the undue stress and time lost.

  

  Business Response

  Date: 07/21/2022

  We do apologize for the frustrations and inconvenience experienced from this issue and can understand the frustration. This is certainly not our intention. We have received your feedback regarding your experience with our walk due to overbooking. With that being said,overbooking is an industry wide practice that occurs at the majority of hotel brands and even restaurants. Although we would like to be able to promise that this will not occur in the future, we cannot guarantee nor provide an assurance that this will not happen, as it depends on many variables including market saturation, bookings, events, and fluctuating guest volume in the area. 

• Initial Complaint

  Date:07/15/2022

  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 expected decent quality w recommended by ************ my credit card. It's truly sad what they're doing w the name brand.My complaint came fast and furious. VERY loud bass at night? within days of my 7 day booking. I thought it was a one off. No. After 5/6 nights, it's going ALL night. By the 6/7 night, I was on the phone w reception 3/4am to get them to stop it! By morning, I go to the front desk, reception acted as if I never called. Turns out, the guy had brought speaker system to the hotel! Jacquelynthe reception mornings, says, "it is just a little noise". For several nights, then into the next week stay, even the mornings on HER shift, he's beating bass. Even had manager saying bass not SO loud. neither of them heard me say, he approach me outside and told me he had a speaker! and inquired if that was me, under his room. I didn't want to say yes, bc when I did, as I thought, he still continued at night even after apology that he wouldn't do it no more!? They should never tell the guest who's making their complaint! ** she did, he only retaliated. Now bass and Stomping. Come to find out, after they ended his stay, he was coming up to many us, for, just anything, like cigarettes, each time he saw anyone exit the building. and he even stole/didn't return, items he borrowed. ********* placed me in a room, adjacent, to what other see as her friend, but a complete menace. I've still not gotten a call from district manager, as guest services said would occur. I got their number bc at night, you get no answer usually, if dee ***** working. Just rude phone behavior by men, tell me call police. They never took the option i offered to even come listen. As if mad at me! Next, the roaches, yet, they still won't vacuum/ sweep. The 1itme after I had a 10 point trained house keep, a wife came, say that the guy cleaned my room was her husband. I told her, it'snot my business as guest! Is this why I can't get housekeeping? Now door slams? Stomps from upthere after he gone

  

  Business Response

  Date: 07/22/2022

  We appreciate the opportunity to review the guests complaint. Upon review, there is no evidence of the guest's claims. Upper management has spoken with the guest and advised her of this decision. Should the guest have any additional questions or concerns, we invite her to reach out to us directly.    

• Initial Complaint

  Date:07/12/2022

  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.

  July 12, 2022 Re: Extended Stay America ******************************************************************** Phone: ************** Booking dates: July 9 thru July 12 2022 Rooms: 310 & 313 To whom it may concern; I am filing a claim against the Extended Stay America due to the fact that our room was inhabitable. First, I would like to notify you that my trip to ******* was not for pleasure. I live in Tennessee and I received a telephone call that my daughter was brought to the *************** emergency room with severe abdominal pains and after running test she was diagnosed with stage 4 cervical cancer and immediately admitted to the womens cancer ****. This was a total shock for everyone as she was never sick. Needless to say, I immediately booked a hotel on Priceline and left to drive to *******. Upon arriving in *******, I went to check into the hotel to leave our dog and belongings in the room and rush to the hospital. I was notified that there was a $25.00 a day pet fee, which I paid by credit card as they did not take cash. Then we went to the hospital. When we came back from the hospital, we went to our room which smelled like mildew and the air-condition did not work. I went to the front desk and they had us switch rooms. I figured this was just an error on their part. We took a nap and went back to the hospital. When we came back, we wanted to take a shower after the long drive. We couldnt take a proper shower or bath because neither worked efficiently. The nozzle for the tub/shower was stuck and the shower dribbled and the tub did not fill. It couldnt be fix as there was no maintenance in the hotel on the weekend. Afterwards we wanted to watch TV, however the remote did not work and I went down to the office for a new one (which didnt work either). At this point we were just to tired and distraught to deal with anything else. The next morning, I went down for coffee, granola bars, and a muffin for my

  

  Business Response

  Date: 07/18/2022

  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 a refund has been processed back to the guest. The guest should allow **** business days for her refund to reflect on her account. 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:07/12/2022

  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 had paid for a week stay. I only ended up staying ONE night. Asked for a refund. They said they'd have to mail it to me. I checked out jan12. They took down my last address which was on my ID i clearly told the clerk i didn't live there anymore she wrote down my current address and claimed it would be sent there. THE CHECK WAS SENT TO MY OLD ADDRESS and they refuse to help me. I've called about 6 times already. They say they'll do something about it. It's been 6 months.

  

  Business Response

  Date: 07/18/2022

  We appreciate the opportunity to further review the guests complaint. Upon receipt of this complaint, I immediately contacted upper management to review this situation in detail.  At the time of my call, management has spoken with the guest about the situation and mailed the refund check to the correct address. The guest will receive the check in the mail within 2-3 weeks. I am sorry for the aggravation and dissatisfaction our guest has experienced. Thank you for providing us with this opportunity and please let me know if you have any questions.   
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17551622
  
  I am rejecting this response because:

  I've already filled a complaint and was assured my issue was going to be resolved it's been more than 30 days since. Nothing has been resolved. I am waiting for my refund from my stay on 1/11/22 the company claims that the check was already sent. But they have sent it to my OLD ADDRESS. even after i provided them with my current address. They claimed they would correct that error but still nothing. I've called the company numerous times and they tell me someone will be in contact with me. And nobody calls. I finally filled a report with BBB and someone did call. She got my address and claimed the check would be sent to the CORRECT address in 2-3 weeks. That was on 7/18. As of today i have NOT received anything. This is really upsetting its taking too long to resolve this issue.

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/08/2022

  We do apologize for the frustrations and inconvenience experienced from this issue and can understand the frustration. This is certainly not our intention. Management has informed us that the guest's check was released and mailed to the address the guest provided. The check should arrive within two weeks. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly.