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

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  Homestead Extended Stay

  1 Meadowlands Pkwy Secaucus, NE 07094

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  StudioPlus

  800 Ridgewood Road Ridgeland, MS 39157

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  Extended Stay Hotels

  55 West Merrit Blvd Fishkill, NY 12524

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:04/26/2025

  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. 
  

• Initial Complaint

  Date:04/22/2025

  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.

  Started renting a room on 4/6/2025. Was told a different price when I arrived was supposed to be 585 for the first week but turned into ****** then 480 a week after that. Haven't had a working tv since I started renting a room. Dogs are allowed and I like that cause I have a small dog that travels with me for work. But all the other dogs here are over the weight limit allow (50lbs). Pitbulls run freely around here without a leash. Room was ok at best. The whole 3rd floor will give you a contact buzz from people smoking pot in their rooms. Ive given them over 1600 so far untill I have to move on to my next job location. Waste of money.

  

  Business Response

  Date: 04/23/2025

  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: 04/23/2025

   
  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.
  I contacted the office again and they resolved the issue.
  Thank you. 
  

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service 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 22, 2025, my daughter and I checked out of **** ***************************************************************************. My stay began in December (Im a travel nurse). I caught an earlier flight than my daughter and left behind a large black bag to be retrieved by a trusted coworker and friend. My daughter had to leave before the bag was retrieved. I called and asked ****-ESA manager if she could keep the bag until it was retrieved. **** gladly replied yes. My friend attempted to retrieve the bag and a package delivered by *** a day earlier before it was actually released to her. I called *** and was speaking with **** while my friend retrieved the bag. I was made aware that the bag was no longer tied in a double knot and smelled like a chemical. Upon my return to ******************** on 4/9/2025, I retrieved my bag only to find the clothing inside was damaged and several small tools were missing. I have evidence (text messages) from a mutual acquaintance, that **** opened my bag and became upset when she found articles of clothing that belonged to an individual that she was previously involved with, which is my now fianc. My fianc was also a guest at the ***, hes a traveling contractor. I thought that we all would be adults, unfortunately that proved to not be true. Before reaching out to corporate, I asked **** to just replace what was damaged and that did not happen. Also when I asked for the corporate number, it was not given to me. I was told by a manager that he could not find the number. This was an attempt by management to disregard my complaint. It was very disappointing because it then became a them vs. me situation. I deal with anxiety and depression & contemplated disregarding everything for my own mental health but disregarding it would not be fair to me and **** would not be held responsible for her actions. I am currently a guest at the same *** due to job placement and my anxiety is through the roof due to fear of retaliation or unjust eviction.

  

  Business Response

  Date: 04/28/2025

  We appreciate the opportunity to further review the guests complaint. The claim was appropriately escalated to a third-party insurance company to completely review.  Our upper management team has spoken with the guest and advised that there was no evidence of their claims.  Further communication regarding the guests claims should be directly with the claims adjuster. At this time, we will consider this matter closed.  Should the guest have any additional questions or concerns regarding this decision, we invite them to reach out to us directly.     

• Initial Complaint

  Date:04/21/2025

  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 April 4th, 2024 we checked in to the Extended Stay America. Upon check in, we noticed a large amount of marijuana smell throughout the hotel The halls were so full of it that they had a constant haze to them. I knew that we had not spend an incredible amount on the room and that we were going to be out late that evening and really only need a place to stay. We purchased febreeze to help with the smell in our room. We arrived back to our room around 11pm. We laid down and no more than 10 minutes pass and the smoke alarm starts beeping. My husband went tried to call the front desk with no answer, so he went downstairs. The window was pulled closed and no one was at the desk. After grumbling about it, a gentlemen came out; I believe he went by the name "Fox". My husband proceeded to tell him that our battery had died in the smoke alarm and that if he had a battery, my husband would replace it. *** stated that they did not have any and that he suggested we remove the alarm from the wall and unplug it! This was not an acceptable answer, being that this is a huge safety concern. My husband told him he was the customer and not doing that and that if that was the option he wanted us to take, he would need to do that himself. *** then stated that he would not be able to help us until the morning, as he had a lot of paperwork to do. This caused my husband to get angry and they had some not so nice words exchanged. My husband walked away stating that we were not going to be staying here and need our money refunded. He came to the room to explain and *** showed up at our room a couple of minutes later. The two of them continued to have words in our room as I was packing our suitcase. *** removed the alarm from the wall, but we again stated our dissatisfaction and that we were leaving and need a refund. We then had to drive to 6 different hotels to find one with a vacancy. Between the 2 hotels we spent $362.71. I am requesting a refund.

  

  Business Response

  Date: 04/22/2025

  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: 04/22/2025

   
  I am rejecting this response because: business requested in fo - not a resolution yet. The location was the Extended Stay America Select Suites *********************************************************************************************************************
  
  

  

  Business Response

  Date: 04/28/2025

  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.    

  Customer Answer

  Date: 05/02/2025

   
  I am rejecting this response because: I have yet to receive any part of a refund, or been contacted by anyone outside of this complaint trail. 
  
  

  

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to further review the guests complaint. It has been confirmed a refund in the amount of $148.76 on April 17th, 2025. The guest booked through a third-party booking channel and will need to contact them to inquire about their refund. Thank-you.

• Initial Complaint

  Date:04/19/2025

  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.

  Me and my 2 adult children is at the extended Stay America in ******* location *************************. When I made the reservations I clearly stated that it would be 3 adults in the room, hence the reason why I pick the room with the let out couch. On several occasions management has enter my room without informing me of said entry. The first time my children was doing a religious prayer and management entered the room.mangement was as by my child to come back and management refused which interrupted a prayer we are Muslim. The second time management entered the room is when management stated to my adult son that he needed to be added on the room, but when I check in on March 28th 2025 management himself stated that it was not necessary.I feel that this is harassment because I have made several complaints about the conditions of my room and this establishment, I also believe that management is looking for a reason to put me and my children out even though the payment has been made for 1 month, also longer. Me and my children do not cause any problems we all work and stay to ourselves.i do not need anymore stress on my heart from management and his harassment. I have a heart condition. I would like this matter look into before it gets worse

  

  Business Response

  Date: 04/28/2025

  Thank you for contacting Extended Stay America and please accept our apologies for any disappointing experience you may have encountered. Extended Stay America prohibits any actions that are based on an individuals race or any other protected category. Please be advised that our team is promptly investigating the matter to make sure a situation like this is not repeated. Again, we apologize for this experience. Should you have any additional questions or concerns, we invite you to reach out to us directly.