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:06/17/2025

  Type:Product 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.

  Date of Transaction: May 17-June June 7 Amount Paid: ******** The business committed to providing a safe and clean environment which they did not do. The nature of this dispute is to highlight the deplorable condition of the property/room, the smoke inhalation I suffered, as well as the unhinged individual the front desk allowed to harass and follow me around parking lot. I'm totally traumatized by this entire experience. I ***orted these issues to guest relations multiple times and they refused to take accountability for any of their faults. The room had a ***** infestation that was never rectified and I also suffered smoke inhalation. I spoke to a *** named ***** in Guest Relations who stated that a manager named ****** ******* denied my refund request with no explanation. I am seeking a full refund for this unbearable reservation and refusal to provide any suitable resolution for my distress as a Customer.

  

  Business Response

  Date: 06/18/2025

  Dear ******* ****:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ******* - ******** - ***************** (the Hotel).  However, please be advised that ESA Management, LLC does not own or control the Hotel.  This Hotel is owned and operated by an independent franchisee.   As such,we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge) at (************************************************).     

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:
  Extended Stay never informed me that the hotel was independently operated after multiple complaints to Guest Relations. Regardless, they are now trying to pass off the accountability. They should be forwarding the complaint to the individual responsible for receiving complaints. 

  

  Business Response

  Date: 06/20/2025

  Dear ******* ****:
  
  As stated in our previous response, ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee. As such, we have forwarded your concerns to the Hotels management company. If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge) at **************************** Thank-you.

• Initial Complaint

  Date:06/14/2025

  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 June 4th thru June 7th 2025 I booked a room through Expedia itinerary number ************** for the Extended Stay America *********************************** stay ************************************* phone number ************ confirmation number ************ So I request a wheelchair before I get to the room I get to the room the lady at the front desk, said there are no wheelchairs in the entire building she goes he goes into this office. She comes back and tells me my reservation has been canceled more or less she didnt want to deal with me because I want a wheelchair I showed her my phone that I did have a reservation we proceeded and she said thats gonna be $50 to make sure I dont damage the room but I get it back at checkout. I told her I had Prepaid for the room and said nobody said anything about $50 anyway she takes the$50 off my card and-never puts it back on my card.. so I call over there and the one lady that answered the phone said we dont take deposits I told her the black lady behind the desk and she knew who I was talking about took my $50 off my card and didnt put it back she says its pending sure anyway I would like my ***** back on my card thank you ( this might be hard because Expedia will transfer you to *********** *********** with transfer back to Expedia. You will go around a loop for a minute, but dont give up the fight dont let her keep my ***** for her enjoyment

  

  Business Response

  Date: 06/24/2025

  We appreciate the opportunity to review the guest’s
  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 guest was advised properly that they must reach out to the appropriate booking channel to inquire about their refund policy.  It has been confirmed that the hotel did not charge the guest $50. Therefore, a refund is not warranted. Should the guest have any additional questions or
  concerns we invite them to reach out to us directly.    

  Customer Answer

  Date: 06/25/2025

   
  
  I am rejecting this response because:
  
  I was not informed it was from booking.com for her to collect there 50.00.. I called booking referred back to hotel… my thing is this don’t take a persons credit card and tell them it’s for hotel damage and your going to put it back the next day in there Account and don’t do it ,and pocket it instead and then say go to booking and play this game of not getting your money back.

  

  Business Response

  Date: 06/26/2025

  We appreciate the opportunity to further review the guest's complaint. As stated in our previous response, the hotel did not charge the guest $50. The guest will need to contact the third-party booking channel and speak with the directly. Thank-you.

   

   

• Initial Complaint

  Date:06/14/2025

  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 room a 3 days stay, for work related in *********************. As soon as I walked in to checkin, immediately you could smell weed. I waited over 10 mins for the lady to come inside from smoking outside with her friends. Since I had **** there from airport I was exhausted, I continued to check-in. When I get to the room, it smells moldy, dirty. The first night wasn't too bad, the bed was awful but I got ready went to do the trainings for work. I come back that night and I see 2 roaches on the counter, Immediately killed them, tried to call front desk to report no answer I walk down there nobody around. Later that night I hear knocking on my door, it's kids running up and down hall knocking on doors at midnight, you can't call front desk now because they close and don't answer. Next morning same thing knocking on doors. I reported on my way out to staff they just look at me. The last nigjt im there, people across the hall are fighting yelling dog barking doors slamming another ***** in bathroom more on counter. The place was so nasty, I emptied my luggage out wiped it making sure I wasn't taking any bugs with me to my next stop in ************ for work... I have tried to reach out to property, to corporate to guest relations and no response.

  

  Business Response

  Date: 06/23/2025

  We appreciate the opportunity to
  review the guests’ concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests
  is the 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.    

• Initial Complaint

  Date:06/13/2025

  Type:Product 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.

  Business Name: Extended Stay America Address: *************************************** Date of Incident: May 31, *************** Service: Hotel Reservation and Stay Complaint:On May 31, I arrived at the airport just after midnight and called Extended Stay America to say I was on my way. Despite having a confirmed reservation, the front desk staff told me there were no rooms available. When I asked how that was possible, she ***eated there was no room and hung up.I called back to ask if a room would be available the next day. She said she didnt work the day shift and couldnt say, then hung up again. After trying again with no answer, I contacted the main reservation line. The *** also couldnt reach the hotel. He canceled my reservation and rebooked it for June 112.I had to book another hotel that night at the last minute, paying $285.89 out of pocket for a short overnight stay.On June 1, I confirmed my reservation by phone. When I checked in, the lobby smelled like urine. The room had burn marks on the light switch and black mold in the bathroom. Concerned about health and safety, we decided not to stay.While calling to cancel, I received a text from someone asking if I was trying to reach the hotel. I responded, assuming it was staff. Later, the front desk told me no one from the hotel sends texts. This raised serious privacy concerns.I contacted corporate to dispute the charge for May 31 (when I was denied a room) and the June 1 stay (which I canceled shortly after check-in). Ive called at least six times. Each time, Im told someone will follow up within 48 hours, but no one ever does. The case keeps getting re-escalated, with no resolution I am requesting reimbursement of $285.89 for the hotel I was forced to book on May 31. I also request all charges from Extended Stay for that night be removed. I have documentation, including photos and screenshots. This experience caused significant inconvenience, financial loss, and loss of trust in the company.

  

  Business Response

  Date: 06/23/2025

  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. Unfortunately, we are unable to refund or compensate you for the money you spent on another hotel. Should you have any additional questions or
  concerns we invite you to reach out to us directly.    

  Customer Answer

  Date: 06/26/2025

   
  
  I am rejecting this response because:
  
  The primary issue isn’t just the overbooking—it was the complete lack of support from the hotel staff. I was offered no assistance, and I was hung up on multiple times despite remaining calm and not escalating the situation. This was especially distressing because I was traveling with my wife and two young children.
  
  
  At 1:30 AM, I was left scrambling to find alternative accommodations and had no choice but to pay a significant amount to stay at a nearby hotel—the only one available at that hour.
  
  
  Your response stating that overbooking is common in the industry does not excuse the way this situation was handled. Businesses succeed because of their customers and the experiences they provide. If this is how your company treats its guests during a time of need, I believe the Better Business Bureau should reflect that in your rating.
  
  
  I am still hoping you will take accountability and make this right.
  
  
  

  

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to further review the guest’s
  complaint and apologize for the disappointing experience the guest encountered. We will work with our management team to make sure a situation like this is not repeated. At this time, a refund nor compensation are warranted. We consider this matter to be closed. Thank-you.

• Initial Complaint

  Date:06/13/2025

  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.

  There was a charge for $25 that needed to be collected by property. They have been trying to run card on file but declined due to being canceled.. Hotel is kicking us out , based on 25$ being owed. We offered to pay but then got told NO I WANT YOU CHECKED OUT .. THEN LIED , SAID I THREATENED HIM AN I never threatened him at all..

  

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly that based on an incident that occurred at the property, they were asked to leave, and no refund or compensation will be considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:06/11/2025

  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.

  I made a reservation for my dad Qingsheng Ma for ******************** extended stay America for 6-11 to 7-11, however, we have a plan change and can not check in on 6/11 so I want to cancel it. But they would not refund even partially. I need help to get partial refund.

  

  Business Response

  Date: 06/11/2025

  Dear Xintong Ma:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ******* - ************** ****** Corridor (the Hotel).  However, please be advised that ESA Management, LLC does not own or control the Hotel.  This Hotel is owned and operated by an independent franchisee.   As such,we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge) at (******************************************************). 

• Initial Complaint

  Date:06/11/2025

  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 room on *********** as the location, Extended Stay on ******************************************** was listed as non-smoking and family friendly. The hotel staff were polite, professional and helpful. Unfortunately, they could not control that smoking happens in rooms so our room smelled of smoke. The room was cleaned with a heavy bleach which irritated our eyes and did not take away the smoke smell. In the hallway at 2am, a marijuana smell was strong. It was not family friendly. A guest looked like they were under the influence of a substance. I do understand the hotel cannot fully control what happens in rooms. However, this hotel cannot list themselves as family-friendly or non-smoking on Expedia this is deceptive. Under high stress, we left as soon as it was light outside and drove to several hotels until we found one with a room 25 minutes outside of *******. I ask Extended Stay to remove the family-friendly and non-smoking description from ***********. I ask Extended Stay to reimburse the full amount for hotel I found in ********, **. Thank you for making this right with the two solutions I suggest above. I do understand we live in times when drug use and smoking are rampant and acceptable. But, some smoking is still unlawful and/or not allowed by policy at hotels. Please describe the hotels where smoking happens regardless of policy accurately on ***********. My appreciation for your help Extended Stay and thank you again.

  

  Business Response

  Date: 06/23/2025

  We appreciate the opportunity to
  review the guests’ concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all of
  our guests is the 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 them to reach out to us directly.    
  

• Initial Complaint

  Date:06/10/2025

  Type:Product 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.

  False Advertising The hotel looks nothing like the photos on the website. The images were completely misleading and did not accurately represent the condition of the property.Unprofessional Staff Appearance: The staff present at the front desk were not in uniform. The woman assisting me was dressed in a filthy robe and a dirty yellow shirt with no undergarments, which was extremely unprofessional and inappropriate for a hospitality environment.Unsanitary Common Areas: The elevator was filthy, with dirt and debris on the floor and walls, clearly not cleaned or *************** Conditions Room 407: This room had a strong odor of mold/mildew. The walls and refrigerator were visibly dirty, and the air was nearly unbreathable due to the *********** Change Room 225: I was moved to another room, but it also smelled of mold/mildew, and the sink, toilet, and walls were filthy. Again, the room was **************** On-Site Support: Later that night, the front desk was completely closed, and no staff were available to assist. I felt helpless, unsafe, and stranded, especially as I was unfamiliar with the area and traveling with a ************ Hazards: I am currently pregnant, and the strong mold odor and poor air quality made me feel extremely sick. I woke up with a headache and nausea. The windows did not open properly for ventilation, and I discovered the smoke detector was covered with a plastic bag, a serious safety violation.Despite my efforts to clean and disinfect the room with supplies purchased from *******, the air remained toxic, and the overall condition of the hotel was unacceptable. I reported these issues to your customer service, and I spoke with ***** ******, who assured me that I would be eligible for a full refund due to these circumstances.Given the health and safety hazards I experienced, I am respectfully requesting a full refund for my stay, as promised, and as a reasonable resolution for this extremely distressing and unsafe experience.

  

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to review the guests concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all of our guests is the 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.   
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Facilities 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 stayed at the extended stay America ******************************* on 6/4 and checked out 6/6. On the second night we noticed a leak from either the dish washer or sink, and we mentioned it to the front desk & the response was "when do you check out?" like they'd rather avoid the problem until then. When we came back to our room that night the water was still there in the same spot, no one came to check it out. On our last day, when we checked out nobody was up front, so we had to drop our keys in the drop box. After arriving home several of us in our group, 5/6 of us have discovered we'd been bitten by bed bugs, we immediately called the hotel and the manager was unavailable, we spoke to ****, a team lead, and were told ******* *******, the manager, wouldn't be able to address our concerns until Monday. But when speaking to the manager the following Monday, he said there's nothing he can do since this wasn't reported until after we checked out, and it was his first time hearing it, and to him, since we didn't call until "after it happened", he seemed to not care. But we did call, he just wasn't available and no one else seemed to want to address the issue and kept telling us we had to wait until we heard from *******. Only 2 of us were bit at least 10+ times. I was seen in urgent care and prescribed medication and have discharge paperwork stating so. Which I've provided a photo of some of the bites, (others are in areas that I will not photograph. And a photo of the discharge paperwork)

  

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to review the guests concerns and apologize for any disappointing experience the guest may have encountered. Maintaining a safe and comfortable environment for all of our guests is the number one priority. This issue was escalated to management for resolution. Management has informed us that after further investigation by the pest company, there was no evidence of bed bugs in the room. Also, there were no water stains that would indicate that there was a leak. The guest has been contacted directly by management to explain their findings and to inform them that no refund or compensation is warranted. Should the guest have any additional questions or concerns we invite them to reach out to us directly. 

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because: I have medical records to show I was seen for these bites!!! They have plenty of other reviews stating the same. We TRIED to inform staff the day we found out, but were being rejected simply because ******* wasnt there to hear about the complaint the first day? Were being rejected because of the managers lack of absence and its ridiculous. 

  
  

  

  Business Response

  Date: 06/20/2025

  We appreciate the opportunity to further review the guest's complaint. As stated in our original response, an investigation was conducted and determined that there was no evidence of bed bugs. Therefore, no refund or compensation will be considered, and we believe this matter to be closed. Thank-you.

• Initial Complaint

  Date:06/08/2025

  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 in a hotel called the Extended stay America in ********** . The agents and managers are rude . I have been staying at the hotel for almost two months . The hotel staff ****** have been rude to me and my girlfriend-!: have been since we been there . On 6/7/25 going into 6/8/25 I came to pay for the room that I have been paying for every night . The agent told me that the system started a new as 6/8/25 and to book the reservation online for today and she will put the notes in the system that the reservation was for 6/7/25 . On 6/8/25 I called a call in the room from the manager May . She stated that I have to pay by 12 or get out . I told her that the night agent **** stated that the money for that day was for 6/7/25. May stated that you going to have to get out . I stated that I will and she said said that you just going to come right back . I asked for a refund and May stated that she will not . I stated that I will be calling corporate and she stated that they just going to call her . The night agent also allowed my gf to check in with my ID .

  

  Business Response

  Date: 06/16/2025

  Thank you for contacting Extended Stay America and please accept our apologies for any disappointing experience you may have encountered. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been determined that the guest was advised that because the extended their reservation online, they needed to check back in. The guest failed to do so, which resulted in the system to automatically cancel their reservation. Based on the incident that occurred at the property between the guest and employee, the guest was asked to leave the property. At this time, no refund or compensation will be considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

   

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because I did go down to the front desk and the agent stated to do the reservation online and she will override it for the current day . Me and my disabled mother was without a place to stay due to that reason . I even went down to the front desk to try to talk to the manger and she was not hearing anything instead of calling the work that was working that night she wanted to cuss and scream 
  

  

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, 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.    

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because I paid for 06/08/25 and did not stay at the hotel on 06/08 due to the manger kicking us out . BBB please help proceed with this . This hotel is a fraud and need to be looked into . I havent been the only one who had the same problem.