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Business Profile

Hotels

Extended Stay America

Reviews

This profile includes reviews 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 483 locations, listed below.

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    Customer Review Ratings

    3.51/5 stars

    Average of 3,582 Customer Reviews

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    Review Details

    • Review fromVance J

      Date: 05/28/2025

      1 star
      We checked in using their third party partners *******. While in the parking lot at 1:08 am we were trying to book a room for the night. Well after we booked we were informed we couldnt check in until 3:00pm. They never disclosed this prior to booking. So we went inside to discuss a solution with the staff immediately after booking and there wasnt any staff to discuss this with. The next days as we wait on ******* to discuss this with management before issuing a refund we were informed there will be no refund. So not only did they inconvenience us the night we were trying to book, they had no one staffed to handle customer service issues, and they are not willing to refund our money back on top of everything.
    • Review fromSK M

      Date: 05/25/2025

      1 star
      Do not do business here! Im a Healthcare Worker currently on the last leg of my stay and apparently towards the last 3 days of my week I paid for here, there is an error that occurs with my room. So for the last two days including today, staff decides to invite themselves into my space while Im in it. Asleep and half dressed! No knocking, no anything. Straight to opening the door because its marked as vacant/unclean as Im currently paying for it. It was supposed to be fixed the first time it occurred. I told the stand in Management that I would be contacting the authorities if the issue ever happened again but I doubt itll stop the longer Im a paying customer at this establishment. So moving forward, doing business with this location is a solid NO. They never did anything about the situation besides offer an apology. The manager even offered a voucher I never even received. No room change, no nothing to fix the inconvenience. My safety isnt a joke. This hotel and the business practices here are.
    • Review fromAnnie S

      Date: 05/24/2025

      1 star
      I wanted to point out one thing. Sadly, the Manager ***** ****** - *** in *******, ** has the worst customer service skill ever. Met her twice out of the whole month staying there and none was pleasant. She was unprofessional and so rude. She spoke with no respect to others and never once smiled.Met her the first time was because my key didnt work and needed to get a new one. The Front Desk was often empty, so I have to call first to see them. I couldnt hear what she was saying the first time, so I called the second time. She answered with a very rude tone and said I told you I will come. Although, I apologized to her. I told her I couldnt hear her very well the first time and she just hung up the phone without responding. She showed up with a mean face and a strong stared. No greetings like she supposed to. So I (the guest) greeted her first which is unusual. Even with that, she didnt respond. I spoke what I needed and she was still silent.Tried to smile to her but she didnt look. She took my key, gave me a new one, and with a rude tone she said youre welcome like she was very annoyed. Second time, I went to get a package. Saw her, smiled to her and say Hi and she just cut me off and said with a rude tone Im with a customer, dont interrupt me. You did this all the time. Like WHAT? So last time I was asking for help on the phone was interrupting her? SERIOUSLY!I traveled quite often for work and I was a Hotelier myself. I never once met a Front Desk Receptionist as rude as her in my ******* a Hotelier, you should know how to anticipate guests' needs and provide them with a PLEASANT experience during their stay. You are the first point of contact of the Hotel. It doesnt matter what kind of hotel it is, how cheap or expensive it is, and where the location is. BE KIND AND RESPECT YOUR GUESTS. It would not kill you to be nice. No matter how overwhelming your duty is, it should not affect the quality of your work. I feel sorry for the owner.
    • Review fromAudrey L

      Date: 05/20/2025

      1 star
      I stayed at the ******* / ******** location for over 6 months. During that time staff was regularly having huge blow out screaming matches behind the front desk on an almost nightly schedule. I was never a problem for them, would pay on time and in full. The lady at the front desk had an issue with my tone when I answered the phone? She collected my signature "for payment" and later I realized I was charged almost $50 more per week than I'd been paying. She was rude to me while I was paying, so I opted to call corporate for confirmation on my payment, where I was told that that signature was collected for a RATE CHANGE and not a payment processing. After I had made this call to corporate, the front desk decided they could claim the tin foil found in my trash was actually DrUg PaRaPhErNaLiA (heaven forbid a girl want to air fry some mozzarella sticks, I guess? Literally had CHEESE stuck on it) declined a police or incident report, and banned me from every Extended Stay America location because they didn't like that I reported the illegal signature collection. I have absolutely no idea how much money this business pays off the BBB to still be accredited, but it honestly makes me lose faith in the BBB as a whole.
    • Review fromJanice B

      Date: 05/20/2025

      1 star
      We booked the room for three night and 3 adults. We where in town for a funeral and just needed and place to stay. When we arrived and they asked us for ID's my husband and I gave them, and my 76-year-old mother gave her Military ID and she was told it was not accepted and a valid ID and that we could not check in if she didn't have a drivers lic. Then later on my husband went downstairs to ask for another towel as there are 3 adults and two towels and we were told to use the laundry room and wash them. And asked for extra blanket for mother and was told this is a extended stay place and they do not provide anything. We should bring our own. WHAT WE RENTED A MOTLE ROOM.
    • Review fromKierra S

      Date: 05/09/2025

      1 star
      DO NOT STAY HERE – Absolutely Disgusting Conditions
      I do not recommend this hotel to anyone. I spent almost $400 for a four-night stay, and the room was absolutely filthy from the moment I walked in. It was clear the room hadn’t been properly cleaned:
      Walls were dirty with stains and who-knows-what all over them.
      Toilet was disgusting and clearly hadn’t been wiped down.
      Food residue above the stove from the previous guest was still there.
      Spider webs were in the corners and at the base of the walls.
      The bed was made—but the sheets were not clean.
      Towels were also dirty.
      I’m in a wheelchair and had to switch rooms because of accessibility and cleanliness issues. Even the second room was dirty. I had to request someone come and clean the walls, the headboard area, and around the table and bed, which were all gross.
      To make matters worse, housekeeping is only offered every two weeks. I was only there for four days—so if I hadn’t complained, no one would have cleaned at all.
      This hotel might be fine for someone who doesn’t care about hygiene, but if you expect basic cleanliness, this is not the place for you. The staff did try to help, and that’s the only reason this review gets even half a star. But in reality, they deserve less than that. I want a refund, and I hope others think twice before booking here.
    • Review fromHallie M

      Date: 05/07/2025

      2 stars

      Hallie M

      Date: 05/07/2025

      DO NOT USE THIS EXTENDED STAY. Such crooks, from the reservation line to the front check in. No where in my paperwork/confirmation email did it say that it only charges a week at a time. THEN have your room key deactivated until you pay another $300, which my son only paid because his dog was locked in there. Please tell me the purpose of the "check out" info that is required, if they don't bill you for the corrected days. YES, please come ask for money WHEN I have used up the days listed on the initial reservation. What a scam, I have never been more ticked or disappointed in my life. After speaking with the reservation dummy once again, I demanded that he send me actual proof of the "billing once a week" and he informed me that they did not have anything in writing stating it. That was just their policy. Now my son is out $300 which was supposed to go towards the new apartment.

      Extended Stay America

      Date: 05/13/2025

      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. It is certainly not our intention to create displeasure during your stay with us. However, we must adhere to our payment policies. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.
    • Review fromTracy B.

      Date: 05/05/2025

      1 star

      Tracy B.

      Date: 05/05/2025

      The Manager is rude, chovanistic, and always unpleasant. He clearly shouldn't be in the customer service business because he can't stand people, and they're lying about being handicapped accessible. There's no elevators.

      Extended Stay America

      Date: 05/13/2025

      Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.
    • Review fromSean S

      Date: 04/26/2025

      1 star

      Sean S

      Date: 04/26/2025

      Don't stay at this hotel, the people that run the front desk and the property manager have no idea what they are even doing, I got several different amounts that I owed from the time I checked in to the time I checked out and when a close friend was going to help me pay for the 2 of the nights that I had stayed there for 3 weeks, they told him I was ok for 2 nights, about an hour later the property manager called and was threatening to ban me from renting with them again because according to her I didn't pay, even though my friend had paid on my behalf through priceline and when we went there to check in yesterday, they didn't even have the reservation he made in their system, the ladies who all work here go by names of Donna, Tanya, Sabrina, and I think the other ladies name is Lynnette or something similar, they are all incompetent staff members of this hotel

      Extended Stay America

      Date: 05/13/2025

      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. It is certainly not our intention to create displeasure during your stay with us. However, we must adhere to our payment policies. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.
    • Review fromDustin D

      Date: 04/24/2025

      1 star

      Dustin D

      Date: 04/24/2025

      I cannot believe this place has this high of a rating when they turn you and your kids away because we have ADA ****

      Extended Stay America

      Date: 04/29/2025

      Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.

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