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Business Profile

Hotels

Extended Stay America

Complaints

This profile includes complaints for Extended Stay America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Extended Stay America has 485 locations, listed below.

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    Customer Complaints Summary

    • 1,157 total complaints in the last 3 years.
    • 393 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      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 emailed this complaint(s) to the General Manager on Monday, April 14th. She did not respond. This is the third request/complaint that I sent them.I came back to my room (430) to find items moved which indicates someone came into the room. It appears that the fire alarm had been changed or checked. The issues I have are, no notice of entry given, and still my room remains to be omitted from cleaning. Ive addressed both of these concerns in a previous survey which now makes me feel as if you just dont care. Furthermore, when will you service the elevators? It has now gone from once or twice a week to daily service issues. Going in to reset the elevators does not solve the problems, calling some to service the elevators and get it fixed will resolve the issue.Questions:Why did you enter without notice?Why dont house keeping clean my room?Why do the elevators stop working daily?Thanks,Aungrae ******* ************ Room 430

      Business Response

      Date: 04/25/2025

      We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. At Extended Stay America we take pride in ensuring our customers satisfaction 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 they have spoken with the guest directly regarding housekeeping cleaning his room. The guest was also advised that he could move rooms one floor below, but he declined that option. At this time, we believe all concerns have been addressed and resolved. Should the guest have any additional questions or concerns we invite him to reach out to us directly.     
    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I stayed there March 10, 2025 and I checked and I was sick that day and a mess and I hope you guys dont come here and he said please dont come here trick. I wrote the company, but the company hasnt respond and my thing about it is I rather rent to the white people did the Black people hesaid it was my daughter yall Black people always come here tricking and spoken and all that and I dont smoke with I just bring my girlfriend up and we hang watch TV and he saidmaybe for your trick and I feel violated

      Business Response

      Date: 04/17/2025

      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: 05/05/2025

       
      I am rejecting this response because:

      i was told by the Tallahassee extended Stay America on back in march 12 2025 ****************************************** that i don't need to be there since I prostitute only thing i order was doordash and i do have friends come check on me or come bring me stuff I wrote the main office and no one reach back out to me i feel like i need a refund or credit i told my parents they told me this needs to be address

      Business Response

      Date: 05/12/2025

      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: 05/12/2025

       
      I am rejecting this response because: The manager at the local extended  stay said hes waiting on corporate to get a one stay voucher


      Business Response

      Date: 05/14/2025

      We appreciate the opportunity to further review the guests complaint. Upper management has confirmed the guest will be mailed a Be Our Guest certificate to the address we have on file. The certificate is valid for a free night stay at any of our locations throughout the **** (pending availability) and is valid for a year.  We ask that the guest follow the instructions listed on the certificate for booking. Should the guest have any additional questions or concerns, we invite him to reach out to us directly.    

      Customer Answer

      Date: 05/14/2025

       
      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. 

      Customer Answer

      Date: 05/14/2025

       
      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. 

      Customer Answer

      Date: 06/09/2025

       
      I am rejecting this response because:

      i was told by extended stay that i was getting a one night stay voucher and i never got it heres the attach reposne from them to me Good morning ****************** I would like to apologize about your experience on March 12th, 2025, about your stay. I read your complaint with the Better Business Bureau. The treat you received should have never happened. I emphasize, NEVER should have happen to you. I researched your reservation and noticed you booked Priceline, I have refunded Priceline and if you would contact Priceline, your booking agent, and explain the situation they will contact me, and I will authorize them to give you a full refund. In addition, I am offering you one night free stay as a "Be My Guest" here at Extended Stay America. However, I would as a favor, not that you owe me or Extended Stau anything, but would you give me a call here or respond back to this email with your phone number. I would like to get some more information about your experience so I can coach this team member that this is not how we trat our guest. Again, please accept my deepest apologies for your inconvenience and experience while staying at Extended Stay America. 

      Business Response

      Date: 06/16/2025

      We appreciate to review the guest's complaint and apologize for the inconvenience caused to you. Management has informed us that one Be Our Guest certificate will be sent to the address we have on file. The certificate is valid for a free night stay at any of our locations throughout the **** (pending availability)and is valid for a year. 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: 06/16/2025

       
      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:04/16/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Business Name: Extended Stay America ******, ** Location Date of Incident: February 27, 2025 Your Name: Roshinique Day Complaint Type: Service Issues / Refund Dispute Complaint Details:I checked in to the Extended Stay America location in ******, ** on February 27, 2025, and experienced multiple serious issues during my stay. Upon arrival, I encountered a significant delay due to system outages that prevented timely check-in. Later, during my stay, the elevator was non-functional for an extended period, which caused a major inconvenience and safety concern, especially as a single parent traveling with a child and staying on an upper floor. We were also forced to use one washer and dryer with the entire location because all of the others were always broken. Our room door was ******** with. The general manger refused my money and made us leave in retaliation for me calling the corporate office. This experience has been highly unprofessional and distressing. I also want to note:The manager was missing for nearly two weeks during multiple elevator outages.The elevator broke again immediately after it was temporarily repaired.Conditions were poor, communication was inconsistent, and my attempt to pay was denied without cause.Despite bringing this issue to the staffs attention, no accommodations or solutions were offered to address the hardship. I was advised by the front desk staff that I would receive a refund within 25 business days after checkout. As of today, that refund has not been issued.I also reported the incident to Guest Relations and was told the matter was escalated and that someone would call me within 48 hours. I have not received a follow-up call.I am requesting:1.A full or partial refund for the inconvenience and unsafe conditions.2.Written confirmation of refund processing.3.Accountability from the company for poor service and follow-through.

      Business Response

      Date: 04/22/2025

      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. Management has informed us that the elevator issues were resolved the same day it was reported. It has also been determined that the guest had violated our payment policy and was asked to leave the property. Therefore, no refund or compensation will be considered. Should the guest have any additional questions or concerns, we invite them to reach out to us directly.
    • Initial Complaint

      Date:04/15/2025

      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.
      I have been a long term resident here for two years. Their advertising on line says the longer you stay the more you save. My rent per week was always ******. Then without warning it jumped to ****** a week. This happened to others as well. There are three levels I f extended stay hotels. Extended Stay, Extended Stay, Select, and Extended Stay Premier. This hotel is the bottom rung. But they just changed the name to SELECT. Even the amount advertised online is less than I am paying. I tried to make a new reservation and they would not answer questions on why rent was increased. They even quoted me more than was advertised. No housekeeping. No breakfast. No pool. No amenities. The elevators or rooms do not have brail. There is also a class action suit on accommodation for disabilities. And others. They rent to possible illegals. They do not ask for papers. New manager does not know what she is doing. They allowed in a woman right out of hospital with a hospital bed. Finally someone checked on her. I know how to take vitals. No pulse. No respiration. She was cold. Rigor had set it. I had to pry her arm off the rail to get a pulse. Previous management said we were not a health facility and could not accept guests in this condition. The police came. The manager lied about checking on her. She had to have been dead 3 days. Mottling and extreme edema had set in on her legs. It was the saddest thing I have ever seen in my life. But back to this increase in rates. Mine was extended by previous management to may 26. It went from 369 to 418 also I know a lady in 425 paying only 250 a week! She showed me her receipts! Rooms are the same!

      Business Response

      Date: 04/21/2025

      We appreciate the opportunity to further review the guests complaint. It has been determined that the guest was advised properly regarding the rate increase by upper management. Per the signed guest Registration Card (attached), the guest was fully aware that extensions of stay requests are subject to rate changes and availability." All other concerns made by the guest in their complaint have been brought to our management team's attention and addressed with the guest. Should the guest have any additional questions or concerns, we invite them to reach out to us directly.  
    • Initial Complaint

      Date:04/15/2025

      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.
      I reserved a ride room for extended stay. I requested a nonsmoking room. After a couple of nights I noticed the strong smell of smoke coming in through the vents. I made a complaint to the front desk lady. She was not very helpful and refused to give my money back. I told her I will file a complaint with the corporate office and I checked out early. Extended stay was supposed to return me $250 and $100 deposit. They charged me an extra $250 and kept the other $350 they owed me. I reached out to the corporate headquarters office. Headquarters made false accusations they have me on camera smoking in the room. Which it is not true and against the law to have cameras in the room.

      Business Response

      Date: 04/21/2025

      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 to the guest and explained that there is evidence that they had violated the smoking policy. 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.    
    • Initial Complaint

      Date:04/15/2025

      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.
      On April 03 2025 I came to stay temporarily at the Extended Stay America on **********************************************. I'm currently homeless and this is by far the cheapest I could find for a weeks long stay. The first I was granted a dirty room and I have photos of it. The floor was dirty and it seem someone was sleeping in the bed, and in other words the room wasn't cleaned. I went to tell an employee but they disappeared, and the window was shut closed at check in time. So I had to wait until the next shift change for another room. That room was upstairs. So the next employee granted me a cleaned room downstairs and every since then the tenant upstairs constantly make disruptive noises. I've complain numerous of times to the front desk and I even asked to be moved. I also have recorded proof of the tenant above me noises. The files are too large so I can't upload them. They refuse to move me or they would say all the rooms are booked. I spent well over 732 dollars and I've been here for two weeks. I have no where to go and I give my money to an establishment where I have no peace. I don't want to confront other tenants because that's what the employees are for. I'm on foot and I don't have a vehicle, but this treatment I'm getting is so unfair. I'm a person to give people chances but it seems to not matter when I'm trying to avoid conflicts. I'm not a troublemaker I believe in you give respect and you get it back. My kindness is being taken as weakness and it's unfair. When an employee told me my T.V. was too loud I did the right thing and turned it down because I'm not a troublemaker. I apologized for my mistake. Why can't my complaints be taken serious? I thank whomever read this and put forward action. Thank you.

      Business Response

      Date: 04/21/2025

      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. Upper management has informed us that a refund for one night has been processed, and the guest was moved to a different room. 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: 04/21/2025

       
      I am rejecting this response because:

      Location is ******************************************************************************* I didn't receive my fully $100.00 only partial. I don't know the reason for keeping some, of my deposit. The room has no damages. I have video proof of the way the room was. I had no shower curtain or big trash can. I have no vehicle and I stayed there because I have no where to go. I didn't take anything other than my property. I have proof of everything. I made sure to document everything. Even when I checked in on the first day. The staff put me in a dirty room I had to relocate three times. Due to dirty rooms and noise. I feel that I should have received my full refund. I tried to get in contact with them, but it keeps hanging up. I would greatly appreciate if I can get all my money back and I won't be returning to that location ever again. Thanks.

      Business Response

      Date: 04/28/2025

      We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised that their deposit was used to pay for part of their stay. Therefore, no refund or compensation will be considered. Thank-you.

      Customer Answer

      Date: 04/28/2025

       
      I am rejecting this response because: I wasn't advised that was part of the stay. I'm was homeless and I feel like I'm being taken advantage of. The rooms felt dirty and disgusting. I had to move twice to another room. What is the real reason I was not given all money back? I have pictures and documents of recordings. It's absurd that keeping part of my refundable refund was very *****. Thank you! I just want my $47 dollars back! I will never return to such business like this one that steals from the poor. I stay two full weeks and almost three of the rates didn't go up. Watch how you treat people you just never know who's chosen ones. Thank you once again for nothing wasn't pleasant with the stay there.

      Business Response

      Date: 04/28/2025

      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.    
    • Initial Complaint

      Date:04/15/2025

      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.
      My apartment was on fire and my family stayed here almost a year we spent well over 20k staying here. There were new owners starting during the time. I guess they had a rule where you cant stay longer than 21 days and I booked 22. They did not want to give a refund after telling us to leave but the corporate number said that they honor refunds made before 5pm. The manager *** issued my refund. When we returned 2 days later my husband booked and in the morning *** opened our door and spoke to me while I had no clothes. I told her we were booking a longer stay. My husband went to the office and she accepted the money ONLY AFTER payment she says he and our kids can stay but I need to leave. There was a line of people wanted refunds in the office and police were there. *** told police I was banned and when they ran my info police said I was not banned. The corporate number said that *** banned me but she denied it to police and it makes no sense that I am banned and not my family if the room is in my husbands name. She refused to let me stay so the police made a report for me and told me they have bodycam footage of the unfair situation. We went to a nearby ES and the following day we were told *** banned my whole family now eventhough I was the only one in the office. I have spent so much money in that place I travel in the medical field for work and I feel extremely upset for the way I was treated. I have been a loyal customer and *** had no choice but to become a loyal customer to another company.

      Business Response

      Date: 04/15/2025

      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:04/11/2025

      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 November 28th I was charged a total of ****** after I booked 12 nights at the extended stay downtown ********* . I was kicked out after staying one night the reason never being disclosed I was approached by the management who first said my dog was an issue a 3.5 pound Chihuahua who is also my service dog for my seizures she alerts me and also alerts those around me! He then alluded to the outside door being propped open when I would smoke, then he stated that my visitors did not sign in or give their ID at the front desk !I was not aware that my visitors were expected to sign in with ID I figured as long as I did not have visitors outside of the visiting hours there wouldn't be an issue!! I was never given an actual reason I had to leave and was approached with hostility and confrontation I was not afforded any explanation ! But I was assured I would be getting a refund to due to being booked and charged for 11 extra days !. I do have the entire engagement with the manager on video and I should've already went to newspapers or some outside source with the video so that they see how I was treated for absolutely nothing!! I feel I was profiled and discriminated against, I don't want to believe that my sexual orientation has anything to do with it but at this point I have to believe that has to be the only real reason I was treated so terribly and then stolen from ! I contacted management almost 2 weeks later after my card was not reimbursed and after I was not contacted either like I was promised by the manager initially ... When I contacted the front desk it wasn't the manager that kicked me out but another manager that told me I would not be given anything I would not be refunded at all due to me smoking ! Which contradicts the original reason I was thrown out , and proved the manager had no clue about the situation after contacting corporate I was told they always side with the management and given a case number, I was told someone would be contacting me

      Business Response

      Date: 04/14/2025

      We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly that based on the incident that occurred on site, they were asked to leave. Please know, that Extended Stay America prohibits any actions that are based on an individuals race or any other protected category and would not be a reason for a guest to be asked to vacate the property. Our management team has informed the guest that no refund or compensation will be considered. Thank-you. 

      Customer Answer

      Date: 04/18/2025

      I paid over $****** I only stayed one night how am I not getting a refund I have the video where I am being told to leave and I am told I will be getting a refund ! I am not asking for compensation ! I'm asking for my money back due to being charged for 12 days and only staying for one night how is that even legal ??? How can you charge me for 12 days and tell me to leave after one day and not refund me for the other ************************* your hotel ! This clearly is a scam that your company is getting away with!  i understand the deposit being forfeited if there was a deposit but this is not a deposit this is being charged for 11 days that I did not stay on your hotel and I have a video of management asking me to leave while telling me I will be refunded for the other 11 days  I can not upload the video here but I will be posting it on social media now that i have to post what happened because you have stole over ****** from me when I am working full-time and try really hard just to get by and this affected me in a lot more ways than than losing $ ****** and not having a place to go and then not even having the money to pay for a place to go causing me to be homeless! That was the whole reason I booked 12 days because I would be getting my check by that time and would be looking for a place but this caused me to be without a place to stay as I spent my whole check almost on the 12 days I booked nd will be taking extended stay downtown ********* to small claims court this is completely ridiculous and unprofessional ! I have not
      I am rejecting this response because:

      Business Response

      Date: 04/22/2025

      We appreciate the opportunity to review the guests concerns. Upon further review, the guest was advised properly the reason they were asked to leave the property and that there would be no refund or compensation. At this time, we consider this matter closed. Thank-you.
    • Initial Complaint

      Date:04/10/2025

      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.
      I booked this property because I had cancer treatment at a nearby hospital. Extended Stay proudly states they are a partner of the American **************, offering discounted rates to patients. The price I paid was the rack rate. But my more important complaint is that they say "our guests safety and comfort is very important to us". Imagine as I entered my room, there's a big warning sign outside that says the building contains led which is a known carcinogen and may cause birth defects". Also, my "non-smoking" building was full of cannabis smoke and cigarette butts all over the ground and walkway. There were many questionable characters loitering around and I did not feel safe or comfortable! It was late and when I called the front desk to advise them of the situation they said I could leave and maybe I'd get a partial refund. I could not move to another room. My husband and I are in our 70s. We were exhausted from the long trip and I had chemo and a surgery at 6 am the following morning. There are NO warnings anywhere on their website, no photos or disclosure about the lead in the buildings. I had NO transparency offered me and had I known I never would have booked a room there!!! I simply want a refund because extended stay did not provide me with a clean, safe, comfortable room as they promised. They are NOT a cancer partner and The American ************** is now aware of this situation. I've called corporate and the propert dozens of times and I received the same scripted message of apology but no refund.

      Business Response

      Date: 04/14/2025

      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. Upon further review, the guest was advised properly by the signage in the hotels lobby, that brass pipes may cause exposer to lead. Management did let her know during check-in that this is a state requirement to have the sign displayed and if she felt unsafe then she could cancel her reservation and get a refund. The guest had made the choice to stay. Therefore, no refund is warranted at this time. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

       

       

      Customer Answer

      Date: 04/15/2025

       
      I am rejecting this response because:

       

      There is NO signage in the lobby or verbal confirmation apron check-in.  I was told that I could leave but they could not guarantee a refund.  NO WHERE on their website is a Prop 69 warning.  People such as myself (cancer patient) or pregnant women should be advised in advance.

      Whats more, Extended Stay prides themselves in being a partner with The American **************.  This makes absolutely NO sense!

      However, after weeks of me posting reviews and warnings to Yelp, ****** Maps, ******************************** groups and cancer groups they did give me a refund.  

      I am still not satisfied with their response because they will continue to serve people in compromised health conditions and put them at risk.  Clear, obvious warnings on their websites should disclose this warning so people can make informed choices.

       

       


      Business Response

      Date: 04/17/2025

      We appreciate the opportunity to review the guests concerns. Upon further review, it was confirmed by our management team that the guest was told that state requirement to have the sign displayed and the guest would be refunded for her stay if she chose to not stay. Therefore, no further action will be taken, and we consider this matter closed. Thank-you,
    • Initial Complaint

      Date:04/08/2025

      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.
      I made an online reservation to stay at Extended Stay America ****** ********************************************, on March 26, 2025. I paid cash of $751 for one week plus $100 deposit. After *** took my cash, they asked me for a credit card. I told *** that I didnt have one so they told me that I couldnt stay there and that I should receive a check for the cash I had just given in ***** days. This has caused extreme hardship. I consider this conversion of my money as I did not receive any services in exchange for the taking of my money. Further, I am now having to stay in the streets at a time when I am ill. I am also going to have to pay the cash checking place a fee to cash the check. I may also not be able to cash the check since my friends vehicle was towed and my ID was in the vehicle. I am requesting that *** be prohibited from taking peoples cash when no services are provided.

      Business Response

      Date: 04/14/2025

      We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been determined that the guest was advised properly that the refund could only be issued in the form of a check. The check was mailed to the property so, that they guest could pick it up on site. No further action will be taken at this time. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

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