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 Select Suites

  8801 Perimeter Park Blvd Jacksonville, FL 32216

• 

  Extended Stay America Suites

  5511 Abercorn st Savannah, GA 31405

• 

  Extended Stay America

  3820 Orange Pl Beachwood, OH 44122-4488

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  Extended Stay America

  4820 W Reno Ave Oklahoma City, OK 73127-6417

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:05/15/2025

  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.

  3 weeks ago someone moved in above me and they are EXTREMELY LOUD moving furniture and stomping on the floor literally for hours from morning to morning.I have complained about the people being loud for 2 weeks now and nothing has been done. The first time I was told they will look into it. 3 days goes by after that and still I am being kept awake til 3 sometimes 5 am,THEY BEAT AND BANG AND MOVE FURNITURE ALL THROUGH DAY AND NIGHT AND MORNING!!!!!!!!!!!!So since no one on the staff fixed the problem I went up there my self. The guy denied it and told me to come into his room which I refused. He then offered me alcohol and was talking about drugs he was doing in his room so that's a whole other thing for y'all to handle. He denied the noise being him, but it is clearly right above my room, which is 106. So it is whoever is in 206. I went to the front desk Monday of this week and complained once more, and the lady at the counter said they have been getting multiple complaints about the noise coming from there and it would be handled. 10 minutes or so later I got a knock at my door. It was the man from upstairs. I told him to go away and after a moment he did. I walked outside to smoke a cigarette about 20 minutes later and the guy and his woman were right outside. He then proceeded to threaten me and say things like he doesn't like people lying on him whatever that means, and that if I want the noise to stop he will go with me knocking on everyone's door above me to find out who it was. That is not my job I pay for people to maintain order and keep up with their end of the policy that I have been paying for and been doing my part of. I went straight to the lady at the front office told her he is now threatening me and she just said well one of y'all are going to have to move rooms and that's all I can do other than call my supervisor. I told her I am not moving rooms I have been here for 2+ months and I am not the one causing problems. She then just walked away.

  

  Business Response

  Date: 05/23/2025

  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. This issue was escalated to management for resolution. Management has informed us that the guest's concerns have been addressed and resolved. 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:05/15/2025

  Type:Billing 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.

  On May 13, 2025, I checked into Extended Stay America at *************************** around 10:00 PM. The next morning, while I was in the shower, my boyfriend went outside to the parking lot to smoke a joint (he was seen by construction/contractor working at the hotel). During that time, a hotel staff member came to our room, apparently knocked and cracked the door, and leftwithout any clear reason or permission.Shortly after, my boyfriend came back inside, the front desk called, and asked me to call back because the reservation was under my name. When I did, I was told we were found to be smoking in the room. That is 100% falseneither of us smoked inside the room. My boyfriend was outside, and I was in the shower.When I asked why someone had entered the room, I never got a clear answer. Instead, I was told I had to be out before 11:00 AM or pay a $270 smoking fee. I left before 11:00 AM to avoid that. Since then, the hotel has attempted to charge my card multiple times, but the charge has not gone through, due to not having the funds in that account. I never authorized this fee and was never given any proof to support their accusation. No photos, no reports, no evidence at all.I believe this fee is based on assumption, not fact. I am requesting that Extended Stay immediately stop all attempts to charge my card and that this fee be permanently dropped. I have also already contacted my bank to block any additional charges, and they have opened a case as well.

  

  Business Response

  Date: 05/22/2025

  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 smoking policy. Management has reached out to the guest to inform them that 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: 05/22/2025

   
  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:05/13/2025

  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.

  I had left my room for maybe ten to fifteen minutes and I came back to having my makeup stolen. Now regardless the fact its just make up its my personal items, and who allows there employees to go into people rooms and steal items its beyond me. Its gross and I am appalled.

  

  Business Response

  Date: 05/14/2025

  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.

  

  Business Response

  Date: 05/14/2025

  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:05/11/2025

  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 came to stay 2 night at this location on 4-12-25 and came to. check in at 3 pm . When I tried to check in no one was at the front desk. I waited hour and 15 minutes before someone checked me in.. I paid 178 for those stay when he finally came after I tried get help from everywhere. I even called other locations see if they can call there manager. However when he came he was not apologetic and very nonchalant like he just didnt care. I asked for discount he said I cant give you anything. But I felt like he could have done something how long we waited! Than I give them another try I always make my reservation online which I did this time too ! I came to check and at 3 pm once again nobody was not at the front desk and I had waited a hour! When he had his arrival the same guy very rude and unfriendly going say I dont have double I said ok let me see if they want single. Why I am checking ur worker going cancel my reservation because I get cancellation to my email. No one never informed him to. Cancel anything. This reservation was for 4-26-25. He a black guy with dread and he look gay . I have mad report to company hotline complaint but no one calling me in *******. I feel like I should get 2 night refund

  

  Business Response

  Date: 05/19/2025

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction 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 the guest was given a Be Our Guest certificate valid for a free night stay at any of our locations throughout the **** (pending availability). The certificate is valid for a year.  We ask that the guest follow the instructions listed on the certificate for booking.   Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly.   
  

  Customer Answer

  Date: 05/20/2025

   
  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:05/09/2025

  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 stayed at the Extended Stay America in ********* on May 7, 2025 for one night with my daughter. The location of site is ***********************************. Upon checking into the room #***, my daughter and I immediately smelled a horrific foul smell coming from the *** and the toilet did not flush. I informed the front desk staff so he moved us to room 206. We saw the room did not smell and the toilet was working however, I saw a bug on the pillow where I was on! I was horrified! I took pictures and I took the pillow to the front desk staff and spoke with the manager. He apologized and told me he would give me. 25% discount. When I arrived back to my home in ************ MD, I googled the picture of the bug I took and found out that it is a bed bug! This is horrific and unacceptable. I had to immediately wash all my clothes several times. I do not feel I should pay anything for the one night stay. I would like to submit the pictures I took.

  

  Business Response

  Date: 05/16/2025

  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:05/08/2025

  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.

  On 4/3/2025 I booked a room through trivago and extended stay will not reimburse my money for not staying in there filthy room. It stunk and had hairs in towels. I booked 2 days and left after 20 minutes due to my health and safety. The lady at front desk would not check me out and would not accommodate me so I walked out. This was the ********** location in ********. Booking number ********. Obviously all the reviews of this company after checking all read the same not sanitary, poorly cleaned. If something is not done I will bring suit in small claims to reimburse me and I will WIN and it will cost you more. I have proof I had to check in elsewhere and a nice screen shot of the owner admitting to me leaving for unsanitary conditions. If no guest should have to deal with those issues why are you stealing from me. I'm not a Judge but Goodluck

  

  Business Response

  Date: 05/14/2025

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction 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 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.    

  Customer Answer

  Date: 05/17/2025

   
  I am rejecting this response because: There was no refund processed and was contacted by the district manager with no hard evidence that any attempt at a refund was processed. No letter No Email No refund.
  
  

  

  Business Response

  Date: 05/19/2025

  We appreciate the opportunity to further review the guests complaint. Upper management has confirmed that a refund was processed on May 12th, 2025. The guest must reach out to the appropriate booking channel to inquire about their refund. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer Answer

  Date: 05/22/2025

   
  I am rejecting this response because: Like what I said no refund was issued and if it was should of been sent directly to me instead stole my money knowing there poorly maintained hotel rooms couldn't get rented otherwise and instead offered me a free one night stay. After that experience you can keep it. I will be moving forward with complaints to the *** and *************************
  
  

  

  Business Response

  Date: 05/23/2025

  We appreciate the opportunity to further review the guests complaint. As stated in our previous response, a refund was processed on May 12th, 2025. The guest made their reservation through a third-party booking channel and needs to contact them to inquire about their refund. Thank-you.

• Initial Complaint

  Date:05/06/2025

  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.

  This is regarding the location located at ******************************************: We came to this location for a family reunion happening in town, a total of 5 families, all booking separately, all experiencing the same issues as below: -Room infested with crawling bugs, flies and horrible odor -Bedding dirty, bodily fluids present in multiple areas, horrible odor from sheets, pillows (Had to go to the store and purchase new bedding, pillows, cases, and comforter)-Mattress had a plastic protector over it, make us have night sweats every single night we stayed there. -Keys never worked properly, we were stuck outside trying to get the keys to work -Towels stained, dirty, and unsafe to use on any part of your body -We stayed 7 days and housekeeping did not come once as stated by their policies.-Curtains were stained, dusty, and smelt of mildew -Were not able to use the pull out mattress because of it's extremely dirty stains and horrible quality. -Water pressure non-existent, could not take a normal shower or wash up -Had to go to the local ******* and buy bedding, cleaning supplies and clean myself -mis-represented on their website where we booked as a clean place with amenities

  

  Business Response

  Date: 05/07/2025

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

• Initial Complaint

  Date:05/04/2025

  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.

  My boyfriend child and myself were living at the extended stay until we found a permanent house/apartment we were there for 2 1/2 months paying ******* hundred a week depending on the deals we found. We paid for a week 4/11/25-4/18/25 on April 13th my boyfriend was arrested on bogus charges and they made my daughter and I leave the hotel. We are now residing in a shelter. I reached out to the hotel and they said they were not going to refund me for the 4 nights we had remaining which is around 350 dollars that I need. I reached out to the company ********* in which I booked the room at daily. I finally got a response back from them today 5/4/25 saying the hotel will only refund me 39 dollars.

  

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly,and no further 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: 05/05/2025

   
  I am rejecting this response because:
  I have reached out to them multiple times. I spent over $500 for a week and your only saying I get $39 back for a weeks worth and only stayed 3 days out of the 7 days. How is that even justified? I spent over 4k staying there. So u are charging me $100 a night when it dont even cost that much to stay there for a night. How is that justified?!?! Then after paying you KICKED my 1 year old daughter and myself out were we couldnt even stay there the remainder of the week to at least find a new place to live outside of a shelter

  

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to further review the guest's complaint. To investigate this matter, please advise which of our hotel locations (address, city,state) they are referring to. Thank-you.

  Customer Answer

  Date: 05/05/2025

   
  I am rejecting this response because:
  *****************************

  

  Business Response

  Date: 05/06/2025

  We appreciate the opportunity to review the guest's complaint. After further review, we can confirm the last payment made by the guest was for the dates April 4th through April 11th, 2025. The guest has been notified that they will need to reach out to the appropriate booking channel to inquire about their cancellation and refund policies. At this time, we consider this matter to be closed. Thank-you.

  Customer Answer

  Date: 05/07/2025

   
  I am rejecting this response because: I have a photo of my reservation from the 11th to the 18th so thats a lie. The photos are attached to this and Ive reached out to both extended stay n the ********* and ********* said extended stay said Im only allowed $39 which isnt correct I want the remaining of my money I spent
  

• Initial Complaint

  Date:05/01/2025

  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.

  As it pertains to this hotel, my son is scheduled to have open heart surgery and needed to bathe, get adequate rest, and be in sanitary conditions prior to. I booked a hotel with extended Stay America whose policy states non refundable cancellation policy. The woman at the front was reportedly unconscious at the time of initially informing front desk. I was told as it was booked through Expedia Id have to reach out to them. ******* said theyd push it to their escalation department and that check out is being pushed to be set for April 29th departing at 5:30am. I want my refund for the dates I will not be staying due to the conditions which I have record of and medical information for needs prior to my sons surgery which this hotel didnt provide nor relay that there would be debris in tub, massive noise in hallway, and unhealthy conditions for my son pending surgery at ***********. I drove a few hours from home because we need to be nearby for surgery but we cant stay here. This should deem I am at least refunded for April 30th through May 6th because we can not stay due to lack of information regarding conditions of hotel before booking and higher risk exposure for my 18 year old son prepping for open heart surgery. If Im not refunded I will be seeking compensation in court with all my documents given the circumstances as this is far from ok and already creates pain and suffering due to circumstances of health needs at this time and now needing to move for safety reasons. This was not made known by the hotel that they are undergoing construction and the room we were in and hallways will be noisy and room would have debris and fumes floating through room. I repeat; we are departing April 29th at 5:30am and checking out without return and expecting refund for non utilized days due to risk exposure and moving it to escalations with Expedia where we booked through who pushed through for a refund from hotel. We expect what is right regardless of terms when not safe.

  

  Business Response

  Date: 05/02/2025

  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:04/30/2025

  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 girlfriend and I booked for exstended stay for 04/29/25 - 04/30/25 on line. On the phone they were told there would be 2 people and a service dog. Once at the room the friend that was with us left. Wasn't more than 10 minutes and an employee was demanding to look in unit to which he was told to come back in 30 because girl was in shower. 10 minutes after initial 10 a woman employee come to door to which I open the door and was rudely accosted and told I had to leave because I lied and said there was only me ( on line booking will confirm 2) and there wasn't not to be a dog ( was a service dog) and therefore was able to be in room. This lady sat there and yelled and screamed nonstop to the point we told her we would leave but not paying for room. Once we left when I turned the card keys in she again started harassing us. We went to another motel but my credit card i was unable to use therefore unable to get a room

  

  Business Response

  Date: 05/06/2025

  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 only one male guest had checked in without any pets nor did the guest state that he was accompanied by any pets. Management did come up to the guest's room to discuss the additional guest and pet they saw coming into the hotel. Per policy, the pet and any additional guests have to be registered which was explained at check-in. The guest decided to vacate the property. Therefore, no compensation or refund will be considered. Should the guest have any additional questions or concerns we invite them to reach out to us directly.