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

• 

  Extended Stay America

  14420 Chantilly Crossing Ln Chantilly, VA 20151-1667

• 

  Homestead Studio Suites

  241 Arboretum Pl N Chesterfld, VA 23236

• 

  Extended Stay American North-Jackson

  5354 Interstate North Jackson, MS 39211

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:04/29/2025

  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 April 24, 2025 I call Extended Stay on line customer service. I asked what will it cost to stay for one full month. I wanted to book a room for my sister ***** ********** starting April 24, 2025 until May 25, 2025. I spoke with a representative name ****** and was told her rate for one month will be $1269.99. She wanted Extended Stay at ****************************************** I call ******** location to see if she can check in the same night as I was told by customer service rep ******* ******** location confirmed she could, I quoted the price I was given by ****** since she never sent me an email confirming that price. She claim I will get that email around 10 minutes, with the price, but it never came.The hotel desk clerk stated she can check in but the cost will be $2169.99? I explained I was quoted $1269.99 desk clerk stated that's not what's on her reservation, I was transferred back to online representative to see why the price I was quoted was not on her reservation. The on line representative I got name was *******, the same name as the representative that quoted me that price but she spelled her name differently. I asked her did she quote me that price she said no but she did not know there were another ****** that worked there? I explained what happened and asked her for a supervisor, she stated she will file a complaint for me but cannot get me a supervisor. ******* also claim she will have a clerk complaint department call me back. I asked her why I cannot speak with a supervisor she said no supervisor there. As of today 4/29/2025 no one contacted me concerning this hideous issue. I had to contact friends and relatives trying to get somewhere for sister to go for a month, very inconvenience, no one could let her stay for a month, so she had to go from house to house which is a shame! No representative should lie to you about anything, but when it's a place to go to keep from being homeless is scandous!! So inconvenience!! WOW!

  

  Business Response

  Date: 05/06/2025

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, a call review was conducted to confirm the rate the guest was given. After review, the guest was given a rate of $63.24 per night before taxes. She was then advised the total estimated amount after taxes would be $2,169.99. Should the guest have any additional questions or concerns, we invite them to reach out to us directly.

  Customer Answer

  Date: 05/06/2025

   
  I am rejecting this response because: ****** said she had a good promotion. She quoted me from 4/24/25--5/25/25 my promo rate will be $1269.99 for one month. When she were putting in this rate for me, she claim her system went down and asked me for my card information again. I asked her for her name and spelling of her name. She told me her name was ****** and spelled it for me. I went over the price with her again to make sure I heard her correctly.  When her system came back up she re enter my card information and repeated the same price of $1269.99 and gave me my confirmation #**********.  c

  I am asking some one in authority to pull this call on 4/24/25 to review what price I was quoted by ******, I am sure you will hear what was told to me and see when the system went down and when I repeated the price to ****** when she was waiting on the system to come back up.

  This type of behavior that ****** displayed will make any business go out of business.

  Pull the phone call you do not have to take my word for the price that was quoted and you will found out which ******/******* that quoted this price to me. 

  THIS MUST STOP!! Lies can make any business go out of business. 

  Thanking you in advance. 

   

   

  
  

  

  Business Response

  Date: 05/07/2025

  We appreciate the opportunity to further review the guest's complaint. As stated previously, a call review was conducted. The guest was given a rate of $63.24 per night before taxes. The agent then advised the total estimated amount after taxes would be $2,169.99. Thank-you.

  Customer Answer

  Date: 05/07/2025

   
  I am rejecting this response because: I call and spoke to more than one ******..as i stated in my complaint...listen to all calls that day from me. I clearly explained I spoke with two ******.  Pull all calls I made on the 24th of April and you will found the ****** that quoted me that price. When I spoked to the first ****** she clearly stated I have a great promo for you and she gave me the price of $1269.99.  The second ******* clearly stated the price was not $1269.99 it was ******* she went on to say because of what I was quoted she will checked other hotels to see if she could offer me some type of discount.  Which she could  not found one. She also stated she had been with the company for years. And was sorry for the miss quoted from ******. Pull the call from the other Varery and you will see that price $1269.99 was quoted to me. You must have pull the call from the 2nd *******. 
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  This is part of the email I sent to the *** headquarters in ********* **. I'm disappointed in the lack of support from their team, specifically **** ****** (the ultimate example of poor leadership): Last fall, I spent one night at Extended Stay America in **********, ** (************************) on Saturday 9/14/2024.Upon checking out Sunday morning, the front desk clerk (middle Eastern lady) asked if she could check my room and I replied "sure." In my room, I informed her that there was a hole (approx. 4x6", attached) behind the bathroom door (which I did not realize was there until I took a shower). I even took a picture before checkout. I did not appreciate being questioned as though I was a criminal by asking me if "I'm sure I didn't do it?" That hole was there before I checked in.Although my $150 deposit was returned, I was placed on a Do Not Rent list from Extended Stay America. I did not realize this until I tried to check in to an *** location in **************, **. If you search for all of my previous stays using ********************** you will see that I have never caused any problems at any of your locations. I should not have to accept a ban from your brand due to damages I did not cause.

  

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly that based on the incident that occurred at the property, we are unable to accommodate their reservation at an Extended Stay America hotel. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer Answer

  Date: 05/07/2025

   
  I am rejecting this response because:
  

  Per the business response provided, I have reached out to them regarding this matter and received the same "Upon review" response (which is why I escalated this issue to the BBB).

  Upon further review of what?

  (a) does the manager have a record of housekeeping inspections upon checkout?

  (b) with the hole in the wall PRIOR to checking in, was it documented for maintenance to repair?

  (c) Do they have any pictures as proof that the hole was NOT there before I checked in?  I have proof and the file name contains the date and time the picture was taken.

  *** Additionally; if you review the BBB consumer reviews for this *** location at ************************, you will see that a few guests have made complaints regarding the poor maintenance at this facility ****

   

  

  Business Response

  Date: 05/12/2025

  We appreciate the opportunity to further review the guests complaint.  There is evidence that confirms the damages made by the guest. No further action will be taken, and we consider this matter closed. Thank-you.

  Customer Answer

  Date: 05/13/2025

   
  I am rejecting this response because:
  

  What evidence do you have?  That is a very simple question.

  Attached is a copy of the letter I received from the ************* of Consumer Affairs.  Feby never replied to any of their requests for additional information, which is a very cowardly move.  If she has documentation and nothing to hide, why wouldn't she reply?

  Again - simple request - provide the so-called evidence, maintenance documentation, and PROOF that a housekeeper noted those damages from the another guest before I stayed there.  If the housekeepers at that location truly followed the 10-step checklist that you advertise, this damage would have been discovered before I checked in.

  In the meantime, I will continue to stay at Extended Stay America.  I recently spent two nights at a location 2 weeks ago travelling with a friend (who checked in, reserved 2 double beds and 2 keys - a win/win for me).  If I didn't care so much about the *** brand, I would not file a complaint the way I did.  I absolutely hate taking the blame for something I didn't do.  If I need to continue traveling using the buddy ******* then so be it.  

   

  
  

• Initial Complaint

  Date:04/28/2025

  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.

  Subject: Booking #************** Dear Extended Stay America,I am writing to formally request a full refund for my stay at the Extended Stay America Select Suites ******************** from Feb 15- 17, 2024 (Booking #**************). My experience at your hotel was unacceptable and alarming.Upon arriving late for my check-in, I faced significant challenges due to weather-related issues that left me without a rental car. I had called the hotel earlier to confirm my late check-in; however, when I arrived, the front office was closed, and *****s were waiting outside for over 30 minutes without help. After an additional hour, a clerk finally appeared, but her demeanor was unhelpful and dismissive. She told me she could not assist until I called on the phone and kicked me out of the office, forcing me to wait outside with luggage and other frustrated *****s in the wee hours of the morning,When she allowed the first ***** in, she locked the door behind her, turning off the lights as if to dismiss those of us still waiting. After finally receiving my room key, I had to walk through a parking lot filled with men smoking marijuana and drinking, which heightened my discomfort. The atmosphere was disturbing, filled with transient individuals. The state of the property was equally concerningfilthy entrance areas littered with bottles, and my room was in deplorable condition, with stained linens and an excessively loud air conditioning unit that made sleep impossible.Given these unacceptable conditions and the unprofessional behavior from your staff, I contacted Expedia that same night to request a full refund and to cancel my second nights stay. I checked out the following morning and reiterated my request. This experience was shocking for a property under the Extended Stay America brand. I expect a full refund for the total charges incurred during my stay. Please confirm the initiation of my refund at your earliest convenience.Thank you for your attention to this matter.

  

  Business Response

  Date: 05/05/2025

  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 complaint was escalated to management for resolution. Management has confirmed the check-in process was in a timely manner and the guest did not have to wait for an excessive period of time. Regarding the condition of the room, it was verified that the room was inspected once the concerns were brought to management's attention and concluded that everything was in working order. The guest was advised to contact the appropriate booking channel used to make their reservation to inquire about the refund policy. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:04/28/2025

  Type:Product 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 April 21, I arrived for an early check-in at the hotel and was assigned a room by ***** at the front desk. Upon inspection, the room was unsanitary, with a strong odor and an oil leak on the lamp stand. I documented the issues with a photograph and requested a cleaner room. ***** reassigned me to Room 116.Initially, Room 116 appeared clean, but later that afternoon, I noticed a strong cigarette smoke odor in the bathroom, likely coming from the vents or a neighboring room. Concerned about the air quality, I reported the issue and requested to move. The front desk informed me that no other rooms were available. I explained that the odor was making sleep difficult and asked for a refund, but was advised to speak with the manager, ********, the next day.That night, I contacted Expedia, which reached out to the hotel. The hotel confirmed to Expedia that ******** would process a refund the next day.After a sleepless night in the smoke-affected room, I went to check out. ***** informed me he could only issue a partial refund of $133 USD. I asked to speak with ********, who reiterated that she could not assist and directed me to Expedia.I contacted Expedia again, and ******** stated that the hotel's system only allowed her to process a $133 USD refund and required an approval email from ******* for a full refund. Expedia sent the email immediately, and I put the representative on speaker to confirm receipt, but ******** claimed she had not received it. After extensive back and forth, due to time constraints related to work, I accepted the partial refund. ***** processed the refund but could not provide a printed receipt, so I took a photo.

  

  Business Response

  Date: 04/29/2025

  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.

  Customer Answer

  Date: 04/29/2025

  Thank you for your support.

  the hotel address 

  ***********************************************************

  

  Business Response

  Date: 05/06/2025

  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 full refund has been processed. A refund of $133.44 was processed on April 22nd, 2025, and a refund in the amount of $228.39 was processed on May 5th, 2025. 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: 05/08/2025

   
  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:04/26/2025

  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 went to the Extended Stay America on 11/05/24. They did not accept my ID, but the room was already paid for. I paid $295.32. They would not refund the money to my credit card.

  

  Business Response

  Date: 04/28/2025

  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:04/25/2025

  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.

  I booked a room for my husband and I through the ***************** as we were in town for my surgery. The surgery was scheduled for 5am April 16th, so I booked a room at the ************** location for April 15th. We left the hotel the morning of the 16th at 4:30am and left the key in the box at the front desk. There was no person there. Since I was going to be in the hospital for 3 nights my husband called, again through the *************** and requested a room for 3 more nights (conf. **********). Later that day, however, he decided to just stay in the hosp room with me as the room was nice and big so he cancelled the additional 3 nights.(cancellation **********). Therefore, we only spent 1 night at the hotel and that was April 15th. Later, however, I noticed a bunch of charges on my credit card. Upon calling the hotel they said they were charging us for a smoking fee as they founds ashes and cigarette butts in the room. My husband and I do not smoke and never have. The hotel sent us a copy of our guest folio with the charges. The folio shows that we were the hotel from the 15th throiugh the 23rd which is not correct. It also shows the smoking fee to be charged on the 17th when we were not there. We have tried multiple times to explain this to them but they refuse to listen and said they would not refund our money. Obviously, the smoking fee belongs to whomever they rented the room to after we left. additionally, we have incurred overdraft charges on our bank account as a result of all of this. This is most unfortunate as I found it nice that Extended Stay America partnered with the American ************** to bring free and discounted rooms to people like myself dealing with cancer.

  

  Business Response

  Date: 05/01/2025

  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 spoken with the guest and explained that a refund is not warranted because there is evidence of smoking in their room. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer Answer

  Date: 05/01/2025

   
  I am rejecting this response because: WE DO NOT SMOKE! I am not questioning the smoking policy. The issue at hand is that we did not smoke in this room. The hotel doesnt even have their records correct as to how many nights we stayed let alone who smoked in which room. It was a load off of our shoulders to be able to get this room for free through the American cancer society as we have so many other expenses to cover; Now we are paying more than we would have paid had we booked the room ourselves! If this is the way you choose to make money by scamming customers then you need a new business plan. Also, we should not have to physically turn in our key to an actual person to check out of a room. We never do this and thats what drop boxes are for. Yet management is arguing with us as to when we vacated the property because we dosing turn in our key?? This whole thing is ludicrous! 
  
  
  

  

  Business Response

  Date: 05/02/2025

  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. Thank-you.

  Customer Answer

  Date: 05/02/2025

   
  I am rejecting this response because:
  This business is a joke and I will be contacting the American cancer society regarding the terrible customer service and will tell everyone I know about this experience.  

• Initial Complaint

  Date:04/25/2025

  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.

  I am victim of domestic violence who is physically disabled with sound sensitivity. I am very scared making this complaint because I do not want retaliation. I have been staying here for two months now. The person in 108 has been blasting their TV daily. I complained about this at least 30 times since I have been here. The person is deliberately at this point torturing me with their sound turning their TV up so loud that it vibrates my room and I cannot escape the sound or get the important things I need done or sleep or rest. There is a national quiet enjoyment covenant that protects people 24 7 from noise harassment like this. Please I need this to stop. I have been extremely patient. I though the sound harassment had ceased and desisted the past few days and now it is back full force. It has been going on for two hours now. I called the desk and asked for it to stop. I had to hide in the bathroom for my appointments that are very important to get them done because I could not hear the person on the phone over them blasting the tv. Please I just need this to stop without retaliation and I am protected from this type of noise harassment as hotels fall under the quiet enjoyment covenant. I have not had any noise issues with any other rooms not upstairs not to the other side just this one room and I think it is the same person.

  

  Business Response

  Date: 05/01/2025

  We appreciate the opportunity to review the guests concerns. Extended Stay America prohibits any actions that are based on an individuals race or any other protected category. Please be advised that our team promptly investigating the matter and came to the conclusion that there is no evidence of the guest's claims. Please also know the guest was advised properly that based on an incident that occurred at the property, we are unable to accommodate their reservation at an Extended Stay America hotel. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

• Initial Complaint

  Date:04/24/2025

  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 request a full refund for my reservation ********** at Extended Stay America in ******** from 3-15-25 to 3-16-25, which was cancelled by Extended Stay America via voicemail on 3-15-25.I am unable to upload the voicemail they left me cancelling my reservation to this system, but can send it another way if possible.Despite the cancellation initiated by your team, I was charged $101.97 for the room.I filed a dispute with my credit card company, but it was not resolved in my favor. As the cancellation was not my decision and I did not stay at the property, I believe I am entitled to a refund. I have retained the voicemail and other documentation to support my claim (attached).I have filed a new complaint with the ************************************ (****) and uploaded the voicemail. Please process a refund for the full amount of $101.97 to my original payment method. If needed, I can provide additional details or evidence. I appreciate your prompt attention to this matter and look forward to your response within [5-7 business days].

  

  Business Response

  Date: 04/28/2025

  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. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite him to reach out to us directly.

• Initial Complaint

  Date:04/24/2025

  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 March 18, 2025, I booked a reservation through Priceline for one night for the Extended Stay Hotel at ******************************************. When *****, the Front Desk agent, checked me into room 107 on the first floor. Later, I discovered the hotel room was infested with bugs or roaches. I called the night attendant, a male. He verified that room was infested with bugs along with another room # ***. He also stated the Front Desk agent should have not checked me into this room as this floor still has a bug manifestation. He stated he would have the room charges completely refunded to me, because he did not have any other room left to move me that night as the hotel was allegedly completely full. I have not received any refund through Priceline or Extended Stay hotel for $64.97

  

  Business Response

  Date: 04/29/2025

  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:04/24/2025

  Type:Product 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 traveled to ******** from ****** to have an operation with a surgeon. I had to stop in ********** where I received two emergency surgeries. I came to ******** to have the final surgery. I knew nothing about the area but I have stayed in an America extended stay in ********** where I had my last two surgerys and it was very nice. I had booked before coming, upon checking in I noticed a horrid smell, it permeated the building. I was not sure I would be able to stay due to the fact that I had bilateral Covid pneumonia and suffer from long-haul Covid. My lungs have been extremely damaged. I was in the hospital a long time with Covid and told that I would likely die, by chance if I did live I would be on oxygen the rest of my life. It has been a really rough. It was tough to communicate with employee due to no English. He took me to a room, the refrigerator had flooded and there was water all over the floor with towels soaking it up. I told him I could not stay there. He told me they did not have another room. I asked him to refund my money that I would need to find another place. It was about 1 AM. He got another worker who I think was in charge. They exchanged conversation that I did not understand about putting me in another room, but there seem to be a dispute whether they should be using that room or not?The fellow in charge insisted. He showed me the room and then left. I left the room also, I had an asthma attack. I had to use my rescue inhaler 5 times. I went to the desk and told them that I was not be able to medically stay. I felt very unsafe there, I asked them for refund. He refused. He said that wasnt good enough reason. I called the police He asked them to refund me or transfer to another location He refused him. He said they are not part of the extended stay chain it is a confirmed lie. He gave me a number to manager, I called it went to the front desk online reservations. Police told me to NOT STAY there Unsafe I reported to bank

  

  Business Response

  Date: 04/29/2025

  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 back to the guest. The guest should allow 5-7 business days for her refund to reflect on her account. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

  Customer Answer

  Date: 05/01/2025

   
  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.