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Business Profile

Hotels

Extended Stay America
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1,153 total complaints in the last 3 years.
    • 393 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 a booking for a king ******* room at the ******* extended stay on 5/17/2022 for a stay from 6/26/2022-7/1/2022, booking number *******. Upon arrival in the evening of 6/26/2022 I was informed by the front desk attendant there was no room available for me and my wife and I would need to contact the platform I booked through to request a refund and seek accommodations elsewhere. I found this entirely unacceptable having not been informed ahead of time with any notice. I was also not provided any form of alternative or refund at the property forcing me to find other accommodations last minute. After driving all day being from out of state and having nowhere to go I had to sit in my car for an hour and reach out to 7 different hotels before finally finding one with availability. The purpose of making a booking over a month in advance was to avoid an issue like this. The accommodations I found were not only far less suitable being a much older double bed room rather than a singular king room we had booked with extended stay, but it was also more expensive forcing me to reduce my trip duration to keep things in budget as I had still yet to be refunded for my previous booking.

      Business Response

      Date: 07/21/2022

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

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