Reviews
This profile includes reviews for Extended Stay America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 3,583 Customer Reviews
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Review fromKEVIN W
Date: 01/15/2024
1 starI traveled to ******* to work, I travel for work. I like staying at extended-stay hotels; I enjoy cooking and dont want takeout. I was at Extended Stay America Southcenter for two months. I expressed some dissatisfaction with the conditions and asked for another. The manager told me I could move, but the housekeeper was absent. Days later, I got a new room and keycard and was told to take my time moving because the cleaning staff had left for the day. As I was packing, some people came in and left. Shortly after, a man started banging on the door violently. It was the manager who started yelling at me. I explained that I had rented another room. He told me that he had rented the room that I was in. I moved into the new room and was satisfied. However, the lady who facilitated the move told me that she would flag the room and that it wouldn't be available until the following day. The next morning, the manager came banging on the door of my new room and told me I had to leave. He put me on the *** (Do Not Rent) list. I get there was a misunderstanding, but I don't understand why I'm being punished for this hotels lack of communication. I get that the manager was embarrassed and that the people who rented a room that wasnt ready were upset. I don't know why the manager chose to be angry at me. In addition, the hotel charged me $319, and I won't get my deposit back. I travel for work and stay in hotels often. I have stayed in hotels for extended periods. Needless to say, I have spent probably half of my adult life living in hotels after leaving the service, and I am in my 50s now. I have never been asked to leave, lost a deposit, or been charged extra fees after leaving. While I would never choose to stay at Extended Stay America - ******* - Southcenter again under the current conditions, I believe it is excessive for ESA management to steal my money and put me on a *** list.Review fromJohn H
Date: 01/13/2024
1 starJohn H
Date: 01/13/2024
Extended Stay America does not honor their Cancellation policy. My wife called 15 minutes after she made a reservation for wrong dates (oops) to cancel and the would not cancel the reservation. DONT BOOK HERE. Here is the policy on their website that clearly states you can cancel within 24 HOURS. This businesses is a fraud. ******************************************************* I called and they said they would refund the stay. They did not. Don't believe anything on their website or what their employees say!
Extended Stay America
Date: 01/18/2024
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 encountered. Please contact us directly so, we can look further into this matter.Review fromLinda D
Date: 01/11/2024
2 starsLinda D
Date: 01/11/2024
Worst Extended Stay experience. At **********, ** ************************* Phone didn't work, dishwasher didn't work, key card had to be changed 3 times, no laundry soap at front desk. Inadequate security. Staff told us most dishwashers had not worked for some time. Awful.Extended Stay America
Date: 01/12/2024
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 encountered. We are constantly striving to better our guests experience, valuing comments such as yours to help us to focus on our efforts. Thank you again for your comments. Our Team has been made aware of these concerns so that we can provide a better experience for you and our future guests. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromTory
Date: 01/08/2024
1 starTory
Date: 01/08/2024
I made an online reservation for a week-long stay for my family member, who would be staying there by themselves. Upon their arrival, they were told they could not stay because they did not physically have the credit card. I could not see this disclosed anywhere when I made the reservation. I had thought I had pre-paid for the entire stay when making said reservation.So, I looked under the *** section of their website and saw this:I am a third party that would like to book a room for a family member. Can I do that?Of course! Simply complete our secured Third-Party Authorization Form prior to your partys arrival. It will be delivered directly to the hotel.THIS IS A FALSE CLAIM!!!!!In speaking with the front desk and GM, they would not honor this form. I then called Corporate and they too said various locations may not honor the form, talking about it can be used for businesses paying on behalf of employees, but not private stays. Where is THAT disclosed? The *** specifically says "family member", not employee.Why does Extended Stay even have this form available if it's optional for certain locations to honor it or not. Also, if the location requires physical possession of the credit card, this should be disclosed PRIOR to one booking the reservation.This whole situation had my loved one stressed and us terribly concerned on not having a place to stay! Thankfully, we're smarter than Extended Stay and booked a week-long stay on AirBnB!Extended Stay America
Date: 01/12/2024
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 encountered. However, we must adhere to our policies and procedures. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromJulie B
Date: 01/08/2024
1 starJulie B
Date: 01/08/2024
I am not giving this place any rating because they **** ass! I reserved a room through Booking.com, there was no mention of a $100.00 deposit, that you get back when you check out, no mention of pet charges, which we were told was $25 per pet, not $28.00 which is what we were charged. The floors in the room were caked with sand and dirt, room was not clean at all. Myself and my kids are extremely disappointed in the customer service and professionalism of the staff that worked here. This was the worst vacation we have ever had. Don't ever stay here, their prices might be great online and cheaper than the rest of other places that have become absolutely ridiculous and expensive to stay at. Do not fall for the cheap rates because they will charge you to death for the rest and leave you with nothing.Extended Stay America
Date: 01/12/2024
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 encountered. We are constantly striving to better our guests experience, valuing comments such as yours to help us to focus on our efforts. Thank you again for your comments. Our Team has been made aware of these concerns so that we can provide a better experience for you and our future guests. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromTony V
Date: 01/02/2024
1 starTony V
Date: 01/02/2024
I have been staying at *************************************************************** since 10/2023 and have paid to stay until the end of Jan 2024.My room is supposed to be cleaned every 2 weeks, but it is consistently cleaned more than 3 weeks only after I came to their front desk and asked them several times to fulfill their contractual duty. Because of their negligence to fulfill their obligations I have to routinely come to their front desk every 3 weeks to ask for clean towels and more toilet paper.When I was at the front desk, most of their staffers are rude and disrespectful; there was a time that they gave me a stag of towels right on my arms to carry back to my room as if I were a maid.Their manager is not only condescending with her words, she also acts unprofessionally with manner from the darkest corner of the third world. But the worst of hers is that she never bothers to keep any of her words; that makes most of her words deceptive and untrue. Lying is never a way to fulfill business obligations.My family and I did not get what we have paid for; we are disrespected. This *** is the worst place that I have ever seen.Extended Stay America
Date: 01/05/2024
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 encountered. We are constantly striving to better our guests experience, valuing comments such as yours to help us to focus on our efforts. Thank you again for your comments. Our Team has been made aware of these concerns so that we can provide a better experience for you and our future guests. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromYogesh S
Date: 12/30/2023
1 starYogesh S
Date: 12/30/2023
At the ******************************************** ******* location, there is heavy smoking of marijuana and cigarettes. This smoke recycles into the rooms via the bathroom vent. The hotel management is aware and does nothing. The ***** number is not helpful as they asked me to leave. The front desk person was so rude that they just brushed aside my concerns and asked me to 'call corporate'. I would be nauseous in my room, get water in the eyes, have a headache and feel miserable because of the weed smoke. Eventually on Christmas day when I could not tolerate it anymore, I left. This has been reported to Extended Stay at various levels including the district manager. The facility itself is in horrible condition. Stains in the bathroom, cabinets that are destroyed, refrigaerators that make a lot of noise etc. The facility is UNLIVABLE.Extended Stay America
Date: 01/05/2024
Thank you for taking the time to provide feedback regarding your recent experience with our hotel. We appreciate the opportunity to review your concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is our number one priority. We will work with our management team to ensure a situation like this is not repeated. Should you have any additional questions or concerns, we invite you to reach out to us directly.Review fromCharles G
Date: 12/24/2023
1 starCharles G
Date: 12/24/2023
I had a confirmed reservation in October (made 6 weeks in advance) of arriving at the ************ - ******** Extended Stay America hotel and did not get a room when when I arrived on a busy weekend. The hotel apparently overbooks. The clerk said he had no rooms of any kind for me despite the reservation, that no other hotels within a large radius would be likely to have rooms available because of Halloween gatherings in the area (near Sleepy Hollow), and that he could do nothing to help me. Im almost 70 years old and was 200 miles from home. I ended ** spending a cold & miserable night in my car, getting less than 4 hours sleep.Over the next two days, my calls from home to the hotel asking to speak with the manager were not returned. I would not recommend this hotel to anyone.Extended Stay America
Date: 12/29/2023
We do apologize for the frustrations and inconvenience experienced from this issue and can understand the frustration. This is certainly not our intention. We have received your feedback regarding your experience with our walk due to overbooking and have been advised that a refund has been processed due to the inconvenience. With, overbooking is an industry wide practice that occurs at the majority of hotel brands and even restaurants. Although we would like to be able to promise that this will not occur in the future, we cannot guarantee nor provide an assurance that this will not happen, as it depends on many variables including market saturation, bookings, events, and fluctuating guest volume in the area.Review fromKelly B
Date: 12/24/2023
1 starKelly B
Date: 12/24/2023
Ww had the WORST room. Started off with a cockroach in the fridge. The tub would not stop leaking. The tub is peeling. There was mold on the shower walls. There was shampoo from the previous person, which means they didn't clean the shower. The 'non-smoking' room smelled of smoke. There "free" breakfast consisted of golf ball size muffin that was old, dry, and hard as a rock. There was no trash can in the room. No hair dryer, nothing. The phone in the room didn't work. For the price I paid, I would have rather slept in my car.Extended Stay America
Date: 12/29/2023
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 encountered. We are constantly striving to better our guests experience, valuing comments such as yours help us to focus on our efforts. Thank you again for your comments. Our Team has been made aware of these concerns so that we can provide a better experience for you and our future guests. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromTerene D
Date: 12/23/2023
1 starTerene D
Date: 12/23/2023
Extended Stay America (**** ***********) Happy holidays, to you and your family and staff. I am sending this email to address our distress morning as we checked in too room 221 late evening of 12/21. I have attached proof of bed bugs bites/ pictures that we experienced up to the early morning of 12/22. Came to the front desk to speak to a manager. Due to the holiday weekend, I was unable to address my concerns/ not available cannot bother due to his holiday. Front desk clerk ******* was super professional on how she handled my concerns. I asked to be compensated on my cost per my reservation. I did ask to also switch rooms. The rules here is, I would have to wash all my belongings before I would be honored that request, Not cool but , she went above and beyond to deescalated the situation by honoring a least one night stay and for me to ask a manager for the rest of my stay to be compensated as well. I am heading to ************** for the holidays and we stopped here to rest for two day stay. I am asking for a Full refund by the manager ************************* of this facility for the Bed bug bites and the fact I couldnt change rooms. The rates have gone up due to the holidays, I felt it would be an inconvenience to leave and go to an another hotel rates reasons. So I went out and got bedbug spray and new blankets, came to the front desk and got new linens, I also shared my issue with the evening and night staff and no one offered me a different room do to management. Uggh, I have booked another extended stay White rock location for my additional stay here in california for 3 additional days, for Christmas and I am exhausted, I decided to extend my stay and would love to be compensated on that reservation as well. ( As a loyal member, I believe I should be compensated for this itchy inconvenience), No need for medical assistance. Pictures will be submitted via email to the manager. (*************************-GM) Thank you, for your time.Warm Regards,***********************.Extended Stay America
Date: 01/18/2024
Thank you for taking the time to provide feedback regarding your recent experience with our hotel. We appreciate the opportunity to review your concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is our number one priority. We will work with our management team to ensure a situation like this is not repeated. Should you have any additional questions or concerns, we invite you to reach out to us directly.
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