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 Studio Suites

  241 Arboretum Pl N Chesterfld, VA 23236

• 

  Extended Stay America Select Suites

  8801 Perimeter Park Blvd. Jacksonville, FL 32216

• 

  Extended Stay America

  3820 Orange Pl Beachwood, OH 44122-4488

• 

  Extended Stay America Select Suites

  8300 Western Way Jacksonville, FL 32256

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:05/29/2025

  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 the night of April 19, 2025 I stayed at this hotel. Upon checking in, I used the restroom and the toilet wasnt working. The employee at the desk made me come down to the desk myself to grab a plunger, and plunging did not fix the issue apart from getting the contents of the toilet to go down. The toilet still wouldnt flush. I was told that they would move to another room, which never happened. I tried to be patient because I understand that it is a holiday weekend, therefore the hotel was pretty booked up. I tried all the next day to see about getting a new room, for my second night, but got no response from anyone. So I checked out early. Filed a complaint with their corporate office asking for a refund, which took over a month to get into contact with anyone, despite being escalated to different levels of management over the course of the month. Once I finally did get into contact with someone, they only refunded me 30% of the cost. Im disputing for the rest of the cost of my stay because 30% would have been fine day 1 but I had to fight and call their corporate office several times to get even that.

  

  Business Response

  Date: 06/02/2025

  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 ********************** at (*****************************).     

• Initial Complaint

  Date:05/28/2025

  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.

  Good day,I booked Extended Stay America Select Suites - ******** - Earth City Address: *********************************************************** Phone: *************** from March 4th-March 11th through booking.con confirmation number 4605.085.173. I left the hotel on March 6th because it wasn't safe for me and my family. I wanted to check out on March the 6th but couldn't check out because no one was working at the check out counter. I called early morning th next day to Extended Stay Hotel and spoke to a lady on March the 7th who confirmed my check out. I've called before to check out of previous hotels and have had no problems until now. I asked the Extended Stay agent to send me a reciept. The reciept was not sent. I also asked for a reciept by message on ***********, it was not sent. I also called *********** which they have a record of my calling on March the 7th. I've been dealing with this issue for over two months. So. i've given them well enough to resolve the issue. The manager is not refunding without a reciept. I sent the reciept of my request for a reciept because I checked out on March 7th. With that, I also booked another hotel from March 6th until March 13th, which also proves that we did not stay at Extended stay pass March 6th. *******, the agent, also told me that someone purchased towels, that should be free after we left. Furthermore, I believe that they are double booking rooms if that is the case.

  

  Business Response

  Date: 06/04/2025

  We appreciate the opportunity to review the guests 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 regarding our refund policy.  The guest must reach out to the appropriate booking channel to inquire about their cancellation and refund policies.  Management has reached out to the guest to speak about the situation in detail. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because: We have taken the first step actions in reaching out to *********** on several occasions which no resolution was made. We have also contact the Extended Stay establishement in which no response was received back regarding a resolution. We are requesting that someone takes ownership of this matter becasue we keep being redirected when in fact Extended Stay charged our account. This is why we are here requesting a refund because Management is not responding to *********** receipt received.
  
  

  

  Business Response

  Date: 06/09/2025

  We appreciate to further review the guest's complaint. As stated previously, the guest was advised properly regarding our refund policy.  The guest must reach out to the appropriate booking channel to inquire about their cancellation and refund policies. Thank-you.

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  Billing issue. General manager accused me of leaving an Amazon box in a common area without any proof it was mine. It was a small box.They are now trying to charge me a $250 fee or they will terminate my reservation by 11 am tomorrow.I demand a full refund of my entire stay.There are roaches in the kitchen area

  

  Business Response

  Date: 05/29/2025

  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 had.  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 locations (address, city, state)you are referring to 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:05/26/2025

  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.

  I am writing to formally request your assistance in resolving a billing dispute with Extended Stay America, located in ***********, *******. Despite my good faith efforts to address this matter directly with the propertys management, the issue remains unresolved.On May 16, 2025, I contacted Mr. ******* via phone and email to discuss the billing discrepancy. Unfortunately, I did not receive any response to my *********** provide context, I made a reservation by phone for a government rate at this property. I was quoted a rate of $62.99 per night, with taxes and fees bringing the total to $70.03 per night. My reservation was scheduled for May 4th through May 19th, 2025. However, due to expedited permanent housing arrangements facilitated by the military, I checked out early on May 14th. Upon reviewing my billing statement, I found that I was charged $160.75 on May 10th, and $82.99 per night from May 11th through May 14thsignificantly above the agreed government rate. As an active duty service member recently relocated to *********************************, I am only eligible for reimbursement at the government rate while in PCS status, which concluded on May 14th.I respectfully request a refund for the overcharge on May 10th and an adjustment to the nightly rate from May 11th through May 14th to reflect the original quoted rate of $70.03 per night.I initially attempted to resolve the matter in person by speaking with front desk clerks, who directed me to Mr. **** ******, the Assistant General Manager. I spoke with Mr. ****** on May 16th, but he declined to issue a refund or adjust the charges, citing the phone reservation and my early departure. When I asked to continue our discussion by email, he refused to provide his contact information. I then requested the General Managers contact information and was provided Mr. ******** email, to whom I sent a message the same day. I have not received anyfollow-up.

  

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to review the guests complaint.  It is the policy of Extended Stay America that if a guest checks out prior to their scheduled departure date and the revised length of stay falls into a higher rated length of stay tier, we will re-rate the entire length of stay to the rate that corresponds to their actual length of stay. As a good faith gesture, a refund has been processed. Management has reached out to the guest to speak about the situation in detail.  Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  Date:05/25/2025

  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.

  My fianc and I were removed from a hotel located in *******, **. Following our removal, the hotel has retained all of our personal property, which we estimate to be valued at over $1,200.We have been denied access to our belongings. These items include:Essential medications for both myself and my fianc Toiletries All of our clothing The cremated remains of my deceased brother, which are of immense personal and sentimental ******** a disabled Army veteran, the inability to retrieve these necessities, particularly medications and such irreplaceable personal items, is causing considerable distress and hardship.We also wish to note concerns regarding the professionalism of the staff and the sanitation (rodents and black mold very prevalent) standards we observed during our stay.Our primary request is the immediate and complete return of all our personal belongings. The manage gave 2 sticky notes (see supporting evidence) to the night shift crew who were the ones who carried out the unjust removal

  

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was asked to leave due to policy violation. Management has confirmed that the guest retrieved their belongings with law enforcement. Therefore, we consider this matter closed. Thank-you.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because:
  The only reason the police were there was because I was the one who notified them that you committed multiple felonies (See: moving my belongings out of the unit with no notice ando LE present) and violated MA state law, not to mention violating sanitary code and and breaching contract, for example by never provided room cleaning for those staying longer than 8 days. And we violated no policies because if you did then you'd be able to cite what policies we violated and you'd have proof to back it up. Your employees also stole some of my belongings because when I finally unpacked to inventory everything after being rushed through getting it out of your little closet, I noticed multiple high priced items were gone, including items that may require me to contact Federal Law Enforcement to notify them of what it was that went missing. 

  

  Business Response

  Date: 06/03/2025

  We appreciate the opportunity to further review the guests concerns. As stated previously, the guest was asked to leave due to policy violation. Management has confirmed that the guest retrieved their belongings with law enforcement. There is no evidence that supports any items missing. Therefore, we consider this matter closed. Thank-you.

• Initial Complaint

  Date:05/24/2025

  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.

  Ive been a guest , staying at the ***************************************** at *************** , since April 25th 2025. Ive been using the ************************************** website to book weekly reservations. I paid via my credit card , using the tap to pay option on their pos system. Ive been statying in room 204 with no issues. Today May 23th at 9:00 am I called down to the front desk using the room phone and spoke to an employee by the name of ******. I asked if I could extend 7 more days with the hotel directly opposed to going to the website. I was told yes and that I could come down to the front desk to handle it. I went down , my stay was extended for 7 more days May 23rd to May 30th, I paid via my credit card at 9:08am. My receipt was emailed and I went to my room. At 9:40am I was called my ****** and she said she made a mistake and I would have to be refunded and leave the hotel immediately due to the hotels 28 day stay policy. She said is was because her general manager had to follow the city ordinance but when I asked what city ordinance they werent able to articulate the proficiency theyre referencing. I let ****** know per California Penal code ****** its illegal for hotels to force guest to leave prior to 30 days. She said the can do what they choose to do and that nothing could be done with me having to leave this hotel and wait 7-10 business days until my credit card company returns my refunded money. Having to pack my belonging and leave this hotel and be with Out the money I paid for the 7 day stay is a very big inconvenience in addition to this being illegal via California Civil Code section ******

  

  Business Response

  Date: 06/06/2025

  We appreciate the opportunity to review the guests 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 he was under the 30 days and it was not subject to long term tenant laws. The guest was also advised of our payment policy. Management has reached out to the guest to speak about the situation in detail. At this time, we consider this matter closed. Thank-you.

• Initial Complaint

  Date:05/21/2025

  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.

  Extended Stay America ********************** (Location #****)Address: *************************** Claim ID (Internal): ****** Confirmation #: ********** Date of Incident: July 18, 2024 I am filing this complaint regarding my recent hotel stay, which was booked from July 18, 2024. Upon check-in, the room was in deplorable, unsanitary condition. I documented everything with photos and reported it immediately. The hotel staff apologized and assured me I would receive a full refund.Despite that promise, only one night ($72.19) has been refunded, and the rest of my payment ($433.14) remains unreturned. I was charged $505.33 total to my credit card ending in 6070. The condition of the room made it uninhabitable, and I vacated early.Attempts to follow up with the hotel have gone unanswered or unresolved. I am requesting a full refund of $433.14 and a written confirmation that my balance has been cleared and no further action will be taken against **** have attached supporting documentation including:Guest folio Credit card transaction Room condition photographs Please assist in resolving this matter as soon as possible.Corporate Information:Extended Stay America, **************************************************************** Phone: ************ Website: ****************************** ***************************************** ************* ************************************ ******************************

  

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to review the guests concerns. At this time, no further 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: 06/02/2025

   
  I am rejecting this response because:

  RE: Complaint ID ******** Response to Extended Stay Americas Message Dated June 2, 2025
  
  To Whom It May Concern,
  I am writing in response to Extended Stay Americas message received on June 2, 2025, regarding my original complaint.
  The companys refusal to offer any refund or compensationwithout addressing the actual details of my concernsis both dismissive and unprofessional. Their response fails to acknowledge the nature of my complaint or make any attempt at a good-faith resolution, which is unacceptable, especially for a BBB-accredited business.
  

  Let me be clear: I am requesting either:
  A full refund for my stay, due to [insert brief reason, e.g., unsanitary conditions, safety issues, or misrepresentation of services], or
  A one-week complimentary stay at a location of my choice within the Extended Stay America network.
  Their one-sentence refusal to "consider any further refund or compensation" without even referencing the issue demonstrates a lack of accountability and concern for customer satisfaction.
  I remain open to a fair and reasonable resolution, but this vague and dismissive response only reinforces the basis of my complaint.

  I urge the BBB to take this into consideration as part of the review process and any future rating evaluation of this business.

  Please advise on the next step in the process, including arbitration options if applicable.
  
  

  
  

  

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to further review the guests complaint. 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 us that a refund in the amount of $72.19 was processed on July 7th, 2024. At this time, no further compensation or refund will be considered. Thank-you.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 stayed there for one night (May 16th to May 17th 2025). The accommodations were okay. Few complaints and apart from the stove, bed and bathroom I did not use anything else in there. The trouble started when I checked my credit card and noticed they had over-charged nearly four times the amount ($350) on my receipt ($91.7). When I called to ask, they claimed the extra charge was for the TV I broke. I never even looked at that TV and I have no way of knowing whether or not it was broken when I got there. Yet they claim I broke it and are trying to charge me for it. It all feels really shady and I am deeply annoyed by this situation. The only reason I booked with them was because I arrived a day earlier than my ****** reservation and I just needed a place to put my head for one night. Now they would like to charge me far in excess of anything we agreed upon for something I could not possibly have broken. I am happy to pay the amount agreed upon when I made the reservation but I cannot in good conscience pay for damages I am not responsible for.

  

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been concluded that there is evidence of room damages. Therefore, no refund or compensation will be considered, and we believe this matter to be closed. Thank-you.

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/20/2025

  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.

  May 8, 2025 I checked into this hotel with my daughter (shared room) and my son **** ****** had another room. On 5/10/2025 at approximately 10:48am, my teen daughter was a approached in the hotel elevator for prostitution and a hand job by a male guest Reinymar, the assistant manager identified. She saw the man waiting at the elevator with my daughter who was at the desk to retrieve a wallet she lost. After she was harassed in the elevator and returned to our room, I immediately went to the front desk and filed the an incident report. I asked Reinymar to contact the police so a police report could be filed and the matter vetted and a determination could be made about asking this pervert to leave the premises. She refused. My daughter was traumatized and very upset. This hotel is responsible for taking reasonable measures to protect guests and act responsibly to protect others. This management team failed to do either. I did not receive a response from *** ******* the ** who received my complaint. He did not even have the common decency to call and apologize. I filed a complaint with ***** at ************** and was told ****, the area manager would follow up. I have not heard from ****. I did not hear from ***. So it appears that the men who are responsible for protecting guests simply do not care about girls being harassed, accosted and verbally assaulted in their hotel elevators.I am asking the CEO, **** ****** to respond to this matter and commit to ensuring proactive and reactive measures are in place to address this type of matter, expeditiously.Extended Stay of America has a responsibility to protect all guests, especially children their most vulnerable and have a culture that responds to such egregiousness appropriately and definitively.

  

  Business Response

  Date: 05/29/2025

  Thank you for contacting us regarding your concerns at our hotel. We are very sorry to hear about the situation you described below for both you and your daughter. Please be advised that our team is promptly investigating the matter and will reach out to you directly once our investigation is complete. Should you have any questions, please do not hesitate to contact us directly.

• Initial Complaint

  Date:05/20/2025

  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.

  We was there April 25 my ex friend payed in advance for 10 days the 3rd day we came in and both my ex friends was told they had to leave well it was because they said my Yorkie peed in the hall floor they took 6 days from her for the deposited on my dog not hers as well **** told us that I could come in and pay a depsite on the 1 when I got my disability check knowing he took her days this broke up 2 friendships and I lost all my belongings .not once did any staff come to us to discuss any problem they took it among themselves to do anything they wanted I call the next day to find out if house keeping had my stuff **** said he'd find out and would call me back later the answer he never called I called later that evening with a voice mail that said our office will be closed for the rest of the day it was earlier still haven't been able to get np answers I'm without a home or lpace to stay and hardly any clothes .if u r a good business youf make this right

  

  Business Response

  Date: 05/20/2025

  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 had.  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 locations (address, city, state)you are referring to 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.