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 3,584 Customer Reviews
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Review fromRHONDA B
Date: 11/17/2023
2 starsRHONDA B
Date: 11/17/2023
We stayed at the Extended Stay America Suites - *********- ********* - ************ - South for two nights. It was what we expected. If you enjoy living in your own home where the carpets need to be cleaned and the hot water heater needs to be replaced then this is the place for you.The staff was friendly and professional both on the phone and in the office.
Extended Stay America
Date: 11/20/2023
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 fromMichele J
Date: 11/17/2023
1 starMichele J
Date: 11/17/2023
Absolutely Horrifying stay at Extended stay America in ********, *******.Bedbugs in my 2 bdrm suite. Paid over **** in advance for stay. Notified Front desk of bedbugs and they refused to *********** to another room. I was forced to leave the hotel and stay at another hotel the first day I informed them of the bedbugs. They tried to kick me out of the hotel without refunding my money. The General Manager called the police to have me removed (police did not), the ** made a false police report. They refused to clean my contaminated items. Then the ** tried to fraudulently charge my cc $342 after I closed my folio with a zero balance. This was the worst experience I have ever had at any Extended Stay location. They absolutely did not meet their promise of a safe, healthy, and comfortable stay.Extended Stay America
Date: 11/20/2023
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 guest's is our number one priority. . Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromGisela C
Date: 11/15/2023
1 starGisela C
Date: 11/15/2023
My recent stay at the hotel was unfortunately overshadowed by an extremely unpleasant experience with ******, the hotel manager. Not only did she exhibit blatant rudeness throughout my stay, but her behavior also took a disturbing turn with what I can only describe as racist remarks. From the disrespectful treatment to the fabricated stories about my service animal, the entire encounter left me deeply dissatisfied. I have already escalated my concerns to the corporate office, hoping for a **************** to address such unacceptable conduct.Extended Stay America
Date: 11/20/2023
We appreciate the opportunity to review the guest's concerns. Upon receipt of this concern, we reached out to the guest for additional information regarding their stay, but the guest has failed to respond. At this time, we will consider this matter closed. Should the guest respond, we will make every attempt to continue to resolve. Thank you.Review fromTa-Taneisha B
Date: 11/15/2023
1 starTa-Taneisha B
Date: 11/15/2023
Recently I was in town for a family members wedding. We booked the Extended Stay America in ******, ** off of **************. The stay was horrific. The thermostat in the room did not work at all. The temp was set to cool the room and it continued to get warmer throughout the night (I have pictures). There were roaches in the room (I have pictures). There was blood on the pictures posted in the elevator (I have pictures). The elevator down button did not work (I have pictures). There were empty beer bottles in the room closet when we checked in (I have pictures). There were left-over clothing garments in the drawer (I have pictures). The ** was physically damaged (I have pictures). The windowsill was damaged (I have pictures). The halls smelt of cigarette and marijuana smoke. There were cigarette butts in the elevator (I have pictures). Two of the three nights I stayed, there was no night front-desk attendant. Guests were stuck outside the building. There was a handwritten sign at the desk and on the lobby door stating: "Hotel is overbooked, front desk clerk has left will return 6am tomorrow, use room key to enter." When I address the concerns with the clerk they attempted to change our room to an available room upstairs (Thought they were overbooked) and that room was even worse. The carpet in the hall and the room were sticky and smelt of mold, stale food, cigarettes, marijuana and only what could be described as urine mixed trash. Still waiting on a refund and apology. The building should be condemned.Extended Stay America
Date: 12/08/2023
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 fromApple T
Date: 11/11/2023
1 starApple T
Date: 11/11/2023
Worssstt hotel Ive ever stayed. My flight was delayed and we arrived at the hotel at around 1 AM. We were greeted by a RUDE front desk. She asked my name and she wasnt able to check as in since we arrived late. She was insisting that maybe we booked our reservation to a different hotel. She asked my name many many times, spelled it to her many times. She said my name is not showing and try to wait since the system is down. I asked her how long it will be and she said, I DO NOT KNOW. We waited. I asked if there is a bathroom that we can use and she said NO! I asked her again to check if she can she my name. She asked my name again, I spelled it to her and she yelled at me asking I am asking your name! I said yes thats name I spelled my name again. She finally found my name and checked me. She embarrassed me in front of other guest. Upon, getting in to our room, we saw the sink is clogged and leaking. I called and told her and she rudely said. I CANNOT DO ANYTHING BECAUSE SHE WAS BY HERSELF. She asked me how long I am staying and told her just for a night. Then, told me WELL, just stay there since you are only staying a night. This receptionist is so unprofessional. She looks like shes on drugs. She was even telling someone how tired she was. I feel humiliated and disrespected. I will make a complaint to BBB AND DO REVIEWS ALL OVER THE ****** Beware to this place!!! This is so unacceptable.Extended Stay America
Date: 11/16/2023
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 fromMariam d
Date: 10/28/2023
1 starMariam d
Date: 10/28/2023
We booked a room for two nights and prepaid through Expedia. When we arrived, our room had been given away. The hotel staff in *******, *********** was unnecessarily rude, did not offer a refund, or an alternative solution. This is a violation of consumer protection. Once we paid, the hotel is entering into a contract to provide services, whether we booked through Expedia or not. As a consumer, there is an expectation that you receive a service you pay for- or at least a refund to remedy the situation. I had to initiate a chargeback, which I have never done before.Extended Stay America
Date: 10/31/2023
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 fromSpencer C
Date: 10/26/2023
1 starSpencer C
Date: 10/26/2023
Paid 700$ for Monday through Saturday .Room had multiple roaches , termites , god only knows how what the stains on the carpet are from . I complained to the front desk , to potentially get my room changed . They gave me a half hearted sorry , and reported they didnt see anything . Its clear whoever owns this hotel does not give a c*** about it . Location , ************************************************ This has an A+ BBB rating ? Extended Stay America was bought for 6 billion , this hotel should be renovated !Extended Stay America
Date: 10/31/2023
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 fromWilliam S
Date: 10/26/2023
4 starsWilliam S
Date: 10/26/2023
I recently had the pleasure of staying at the Extended Stay West in *******, and I must say that the customer service provided by ********* was exceptional. From the moment I walked through the doors, she was attentive, genuine, and friendly, making my stay truly memorable.*********'s attention to detail was remarkable. She made sure to provide me with all the necessary information about the hotel amenities, room features, and local attractions. Her knowledge of the area was impressive, and she went above and beyond to ensure I had a comfortable and enjoyable experience during my stay.What stood out the most about ********* was her genuine warmth and friendliness. She greeted me with a smile every time I interacted with her and was always willing to assist me with any requests or inquiries. Her positive attitude and willingness to go the extra mile made me feel valued as a guest.*********'s customer service skills were impeccable. She listened attentively to my needs and provided personalized recommendations based on my preferences. Whether it was suggesting local restaurants or helping me with transportation arrangements, she consistently exceeded my expectations.Throughout my stay, ********* consistentlyExtended Stay America
Date: 10/31/2023
Thank you for choosing Extended Stay America and for taking the time to provide feedback about your experience. We value your opinion so we can continue to improve the service we offer. It was a great pleasure for me to read the comments you submitted. One of our greatest rewards is receiving encouraging feedback such as yours. Our staff at the Extended Stay America takes pride in creating a memorable, **************** away from home for our guests. Hearing that we have accomplished that goal means that we have delivered you the value and experience you expect and deserve.Thank you again for your positive comments; they have shared with our entire team as well as our Senior Management. We look forward to hosting you once again in the future!Review fromAl A
Date: 10/26/2023
1 starAl A
Date: 10/26/2023
I was staying at the Extended stay in ********, ** on *************. me and my wife had been there for three weeks already and had paid to extend our stay on October 24. After we had already paid for our extension we were locked out of our room. My wife went to get the keys unlocked, as weve had to do at least every two days since being here, and were told that we have to pay a hidden pet fee for not telling them we had pets when we checked in. We didnt get our dogs until a day after we checked in, and told the lady at the front desk specifically that we have service animals. She even saw our pets because she had to come into our room and fix the stove. After explaining this to the manager ******, and telling him whom we talked to, he says that that person doesnt work there. So he basically told us that the only lady behind the front desk at the time, fully dressed in extended stay uniform, with access to our room, doesnt work there. He locked us out of our room, not allowing us to get our things, even after I said I could provide the registration for our service dogs. I had to call the police just to be able to get back in the room to retrieve our possessions and medicines. I had to call corporate to file a complaint and that is the only way that I find out the managers name. When I asked him and the other associate for their names and the number to corporate, they wouldnt give it to us. There have been many people whom stayed at this hotel claiming that they have encountered terrible situations here, so I wouldnt advise anyone to stay here, especially if youre are African American. They are discriminating and prejudice, and falsely advertise in majority of their hotels. They overcharge stating they they have certain amenities, and once youre there, they barely have anything that is advertised. We also have not had our room cleaned within the three weeks that we have been here, even after asking for it to be cleaned and to receive new linen.Extended Stay America
Date: 11/09/2023
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. It is certainly not our intention to create displeasure during your stay with us. However, we must adhere to our policies. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromMuhammad Z
Date: 10/24/2023
1 starMuhammad Z
Date: 10/24/2023
It was the most pathetic stay i ever had in any hotel...the room was very smelly (smoke and weed). I stayed there with my family (Wife and 5 year old and a 3 month old) There were visible stains of spills all over the room specifically on refrigerator and furniture. Furniture was also broken. Room was full of bugs (I killed 5 of them before switching the room). New room was the same minus the bugs. PLEASE PLEASE DON'T STAY HERE.Extended Stay America
Date: 10/31/2023
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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