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 fromLarry J
Date: 12/27/2022
1 starLarry J
Date: 12/27/2022
Do not stay! Booked a Queen size bed, wasn't a queen size it was a full. They insisted on saying it was a Queen. Also, s**** stains on the bedsheets, pubic hair on the toilet, and dirty towels. Gave me full of hassle. This was the hotel in **********, **.
Extended Stay America
Date: 12/29/2022
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. 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 fromThomas A
Date: 12/24/2022
1 starThomas A
Date: 12/24/2022
0 Stars. Do not stay here. On December 8, 2022, I made a reservation for December 23rd (this evening) through January 2nd. This was my first reservation with *** and would not have happened but for being given a military discount and waiver of the pet fee. The military discount and pet fee waiver were clearly reflected in the quoted price that accompanied my confirmation, and was acknowledged by the *** central reservation office. This morning, When beginning the almost **************************** to *************, I called the hotel front desk and confirmed the reservation and waiver of the pet fee. However, as I arrived at the hotel almost 11 hours later due to encountering terrible storm conditions during my travel, I was informed by hotel personnel that I would be forced to pay the pet fee because my dog was not a service animal. When I informed them that I had twice been assured that the pet fee was waived, I was rudely told that my tone was inappropriate and was evicted from the hotel. As a result, at 9:30 pm on Christmas Eve **** after traveling all day under very challenging circumstances, I was left stranded with my dog without lodging. I then called central reservations, and was informed that all of the supervisors were busy, but that I could reserve a stay at a different *** hotel at a higher rate but I would have to pay the pet fee. I was also told I could fill out a form with the details of my complaint, and that it would be reviewed in due course and perhaps the pet fee could be waived but only after I paid for 7 days lodging. Obviously, I found those terms unacceptable. I will never stay at this hotel and will make every effort to ensure that the lack of professionalism is not only filed with the BBB but addressed with corporate leadership and in other appropriate forums. And if anyone ever asks me about my opinion on lodging options, Ill be sure to share my horrible *** experience with them.Extended Stay America
Date: 12/29/2022
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. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromShannon L
Date: 12/22/2022
1 starShannon L
Date: 12/22/2022
I have been staying at extended stay america for about 3 months as I search for my new home. I keep to myself and abide by the rules and the **** I recently underwent a traumatic assault while traveling and lost my wallet money and phone. When I returned I was two days short on my weekly payment so I paid all I had hoping they would work with me since I could authorize a debit on my card they have on file for that two days. Ever since I've been here the entire property has reeked of marijuana. The halls, the stairwells, the lobby and even the rooms. I've complained on several occasions about the odor as I'm a Healthcare provider and worry that the smells permeating the property will permeate my clothing. However the price is low and I'm trying to purchase a home so I stay. On Wednesday 12/21/2022 my account was due. I get paid by direct deposit on Friday 12/23 but my card info is on file with the front desk. I tried to speak with the management prior to my work day that morning to make arrangements to pay but AS USUAL nobody to be found at the front desk. So I went on to work. I came back during my lunch hour solely to speak with them and arrange for payment. At that time I was informed that I must leave the property immediately because "someone was smoking weed in my room" naturally I was shocked as I'm on my lunch hour and am being ordered to pack my belongings and get out. I disputed the claim and the acting manager said "let's go up there" so I told her that's fine but your entire property has a lingering odor of marijuana that on several occasions I've complained about...bottom line this lady said I could stay but she's charging me 250 dollars for smoking in the room. I did NOT smoke in the room...I want this 250 dollar fee removed and an APOLOCY. I don't appreciate basically being called a liar and a criminal.Extended Stay America
Date: 12/29/2022
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. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromJessica Q.
Date: 11/29/2022
1 starJessica Q.
Date: 11/29/2022
There should be a negative rating for this business. Where do I start? Horrendous smell on first floor. Garbage in hallways and piles of dirty towels. Employees are afraid of dogs yet the place is listed as pet friendly. Someone attempted to enter my room not once but twice. Person had key to room. Thank god's my dog frightened them.Manager refused to refund a booking of *****. Which I never received confirmation for. Then she refuses to warrant my stay so was robbed of 15 days. Stinky thieves!! Stayed with 2 kids and dog. Bad smell of smoke on third floor. Horrible place. DO NOT STAY!!! They have a spooky repairman that lurks the hallways conveniently timed at same time I'd leave room, and even walk my dog. Spooky stinky thieves!!Treat yourself better!! DO NOT STAY HERE!!Extended Stay America
Date: 12/05/2022
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 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 fromJoshua H
Date: 11/18/2022
1 starJoshua H
Date: 11/18/2022
I will never recommend staying at this hotel brand, defiantly the one in ****, ** me my wife and 3 kids stayed a couple nights and on our check out day check out was at 11:00am and someone knocked at our door at ****am and we asked who it was and could not hear anything so we kept getting ready to leave ad then we heard another knock and then a lady (later found out to be the *** just opened the door and not knowing who it was and fearing for my family's safety I ran to the door and slammed it shut and the lady began just yelling at us and telling us to leave so we grabbed our stuff and went up front to find out this lady was the ** of the store and was defiantly racist toward white folks.my family was so upset we called the corp office and as today several months latter there has been no reply, i guess they don't care about there customers.Extended Stay America
Date: 11/18/2022
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. 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 fromGregory Z
Date: 11/15/2022
1 starGregory Z
Date: 11/15/2022
Its the biggest ripoff! I was told I could cancel up to 30 days before my reservation date. They charged my credit card $2,976.19. When I discovered I would not be able to be there - 45 days ahead of my reservation - I was told buy them I couldn't cancel and I would not be refunded!! They then claimed the cancelation had to be done with in 24 hours of making the reservation! This place needs to be put out of business! I don't know where the Attorney General is on a company like this! They need to be investigated!Extended Stay America
Date: 11/18/2022
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 payment policies. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.Review fromMalcolm J.
Date: 11/14/2022
1 starMalcolm J.
Date: 11/14/2022
I booked my room through Priceline the day before my stay. Check in was three pm I got there at 3:30pm and was greeted in a curious manner by ****** the concierge as if she didnt understand as to why I was there with all my belongings. I then say hello, I have a reservation she asked for my name then my Id and at the end of it she tells me they have no rooms available and the parking lot was almost empty. I tell her this is unfair and how long I traveled to get there she said sorry. Then tells me how she cant refund me my money and that I would have to call whoever and then they might release my money. I asked if she could call her manager and she said she is only going to tell me the same thing. I said well I cant leave here in the cold without this being rectified. She tells me thats fine and she will just call the police and I told her to go ahead. Ten minutes after I walk in to the hotel Im greeted by police in the lobby asking me to step outside. They asked for all my information as well as the reservation number which I had all of. The policemen knew I had been done wrong and said it happened to him once or twice and to try and have a better night. I called Priceline and they were also shocked by the turn of events and offered me thirteen dollars saying it was a good will something or another. If you are a black man over six foot be very cautious with doing business at ************ extended stay. I would rate this place a zero if I could and I am also going to extended stay corporate to see how they feel about paying customers discriminated at their establishments and unjustly treated.Extended Stay America
Date: 11/14/2022
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 our efforts. Thank you again for your comments. Should you have any additional questions or concerns, we invite you to reach out to us directly.Review fromCatherine C
Date: 11/12/2022
1 starCatherine C
Date: 11/12/2022
If I could give zero stars, I would. After booking a stay in a deluxe queen room on priceline, I called *** to ensure I could bring my pet with me, per their stated policy on the matter. After much ado, I was informed that I could, but to call back within 24 hours of arrival to double check this so I didn't arrive with a pet if changes had to be made. When I called, I spoke with *******. ******* became instantly rude and hostile, attacking me as a liar, making irritated noises at me while I spoke, interrupting me, and eventually hanging up on me. All of that however pales in comparison to the fact that she then retaliated further against me by canceling my reservation in direct contrast to my explicitly stated wishes on the matter. When I arrived, I had no room. The manager ******, went out of her way to bar me from continued stay by refusing to rebook my reservation with priceline, refusing to refund me in person, and refusing to even acknowledge that her employee did anything at all wrong. She berated me and belittled me further. I was left crying in the lobby, humiliated and destitute, with no where to go while extended stay held over $400 hostage and I had no money available to book anywhere else and nowhere to go. Tonight was 36 degrees and freezing rain and they canceled my reservation because I asked if I could bring my cat and when she said no, I asked if there was anything she could do, such as move me to a smaller room, or swap me to another ***, anything? - apparently that is sufficient justification for treating me as sub-human. I had a right to stay in the hotel room I bought, she had no right to cancel that reservation in opposition to my stated wishes.Extended Stay America
Date: 11/14/2022
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 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 fromShavon J.
Date: 11/05/2022
1 starShavon J.
Date: 11/05/2022
I am applaud at this disgusting hotel! If I could leave no stars I would.This is supposed to be an extended stay for one week while we were having home renovations done in our home! One would think that you be at a home away from home according to there advertisement! My first room had multiple insects including roaches, spiders and gnats! After complaining to the front desk they came twice and sprayed in the room. The next day after the second or third time that we saw more insects such as the roaches and spiders crawling all over our room, my husband and I DEMANDED another room. When we get to the second room we find the refrigerator filthy, and soon insects flying in the kitchen lighting unit. Then I inspected the bathroom and more roaches were spotted and they also started to crawl out of the microwave and stove! We IMMEDIATELY DEMANDED A REFUND AND GOT THE **** OUT IF THERE! This is hotel is disgusting and it should be shut down.Extended Stay America
Date: 11/11/2022
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. 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 fromMelody T.
Date: 11/01/2022
1 starMelody T.
Date: 11/01/2022
This company replays to all complains with a generic reply saying to contact them directly. I've tried to contact them directly for a month now and have not received any response. Ive attempted to email, call corporate customer service, I've even sent a letter by postal mail. How to I speak to someone directly? Are you at all interested in actually your customers? Bad business, no accountability.Extended Stay America
Date: 11/04/2022
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. Should you have any additional feedback or would like to share additional information, we invite you to contact us directly.
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