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 3,582 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromTrenell C
Date: 10/20/2022
1 starTrenell C
Date: 10/20/2022
This is the worst of the worst in the hospitality industry. I was moved 3x because the hotel is infested with roaches. I complained daily and was informed by management that the issue would be taken care of. For two weeks I have had to live with roaches in the kitchen area, the bathroom and in the bed. The ** offers no compensation. Her people skills are the worst. Corporate refuses to call you back. This company is a huge ripoff!!! I even took pictures to show them. There's no way a 10 point inspection is done. Once you step in the kitchen area and see the filt you would know.
Extended Stay America
Date: 10/21/2022
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 fromChastity B.
Date: 10/12/2022
1 starDo not stay here! We waited 45 minutes in the lobby and there was no one to check us in for an existing reservation. We tried calling the front desk twice, no answer. There were multiple people in the lobby that had been waiting for assistance for 30 minutes before we arrived as well. They told us that this was an every day occurrence. We tried calling corporate and they told us they could not help us because they were closed. While I was 25 minutes into the call with corporate, an employee finally came out saying she was the only one working and that she had only been gone 15 minutes to check on the other rooms. I told her that I had been on the phone with corporate longer than 15 minutes and other people had been waiting well over an hour. No compensation or refund was granted. Worst experience ever.Review fromShana C.
Date: 10/11/2022
1 starThese people disgusting. My children and even experience racism at this hotel. We were attacked by 3 large dogs on there property. We were guest at the hotel. Because voice my opinion because of what happen used a few obscene language they terminated our stay. They could care if we were badly hurt. The 3 large dogs was inside there main entrance....whom they were giving water to prior to the incident. It only goes show how they value digs over human life.....the manager and her other Caucasian counter part is very racist..I paid attention to the way they treated black guest v.s. their white guest.Review fromKL J
Date: 10/09/2022
1 starKL J
Date: 10/09/2022
HORROR SHOW! Do not book no matter how great the price or location! I stayed at the ******************** hotel to be close to my son who was working at the hotel next door for an event.I had to prop a chair up to the door at night in order to feel safe, domestic violence was happening next door even when the front desk was notified. It appears that people stay here when their credit is bad and they do not qualify for apartment rentals. Not a safe place for a single woman or a family traveling, was afraid to leave my valuables/ computer in my room.I also stuffed towels under the door in order to keep the roaches out! Had no dishes or hair dryer and none to be handed out downstairs. Showered at my son's hotel as the water level in mine was barely a dribble.The cabinets were all water damaged and the rooms smelled horrible even after I bought air fresheners- Booked through ********* Airlines, who should remove this option from their site and knew asking for a refund was not going to happen - so I suffered through the NIGHTMARES, which I am still having over my scary experience !Now I can't get a hold of anyone on their site or phone, to get the $50 hold charge refunded!THIS PARTICULAR HOTEL SHOUD BE TORN DOWN OR DEMOLISHED want to not give even one start not allowed?Extended Stay America
Date: 10/11/2022
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 fromShannan D
Date: 09/11/2022
1 starShannan D
Date: 09/11/2022
I stayed at Extended Stay America in ******, ****** more than a year ago and left a less than stellar review on another review site. The other day I found myself mentioned by name on another review site. Turns out that the lady who I had complained about decided to publish my full legal name online. She also said that Im a crackhead who doesnt care for my children. I live and work in this community, and have no idea how many people have seen her response to my review. I reported the review and the administrator of the website did take it down almost immediately, thank goodness. I also contacted Extended Stay America, but no one could be bothered to acknowledge the situation. Apparently their employees not only get to treat customers like ****, they also then get to slander customers online using their full legal names with no repercussions. An apology would be nice. An apology from the ****** staff in particular, via phone would be even better. EVEN BETTER than all of that would be knowing that *************************, their night receptionist, was officially disciplined or even fired.Extended Stay America
Date: 09/15/2022
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 fromTiffany B
Date: 09/07/2022
1 starTiffany B
Date: 09/07/2022
Hotel room was absolutely DISGUSTING! Do not book here. The bed had hair all in the sheets and pillowcases. There were food stains on the fridge handle and in the microwave. Hair in the sink and on the toilet, along with brown stains. Hand prints all over the ** and dust everywhere. There was also not a trash bin in the room at all. When I brought this to the lobby attendant she didnt care to fix it and was annoyed when I asked her for clean sheets. Who books a hotel room to clean it themselves??!? After I found more hair throughout the bed, I packed my bags and went back down for a refund, which she said she would give me before I got the sheets. She refunded me and I left, turns out she didnt refund me at all and faked it by showing a old refund. AVOID this place at all cost, zero stars if I could.Extended Stay America
Date: 09/08/2022
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 frommonica j.
Date: 09/06/2022
1 starmonica j.
Date: 09/06/2022
This hotel is incompetent and very confused! They dont know who did what on what shift, no one is never at the front desk or pick up the phone. They are liars. Im ****** because I paid for a week to extend my time but I didnt need one of the weekdays. I specifically asked the front desk could I get the same room back if I paid for the week and can I leave my belongings in the room and keep the same room. She also asked me if I wanted room service which I told her no, I didnt need it because they already cleaned the room. I come back to the same exact room to find that the room was cleaned and my personal belongings were thrown away. I am furious at this point ! It took me 3 days to talk to a manager which is very ignorant and I told him that I was leaving and that I will call corporate and make a complaint. After not being there for 4 days , these idiots called me to say my payment didnt go through to extended until 9/7/22 on someone elses credit card and wrong room . I have made several complaints to corporate and I refuse to speak to anyone in that office for a refund and to compensate for throwing away my belongings. Furthermore, these idiots didnt call me to tell me they three may stuff away but they can call me or attempt to call when they wants more money .Extended Stay America
Date: 09/08/2022
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. Should you have any additional questions or concerns, we invite you to reach out to us directly.Review fromAlexandria L
Date: 08/25/2022
1 starAlexandria L
Date: 08/25/2022
AVOID THESE HOTELS AT ALL COSTS!! Booked a room in ***********,** on ***************** for a one night visit due to my grandmothers funeral. Didnt expect much but got sheets filled with hair that wasnt ours and yellow stains not once not twice but three times. (Never ended up getting clean ones from them). When we called for clean sheets they made us come to the lobby to get them ourselves and the man at the front just seemed bothered by us when we did ask. Mattress was hard as a rock. Pillows were flat and only had two on the bed. Shower water didnt get hot. No normal supplies like hair dryers in the room, had to walk to the lobby to get that as well. On top of all that we have yet to get in contact with a manager. My husband has called multiple times and we have yet to get any call backs. We will never give another ***** to this company who doesnt care about cleanliness or customer service.Extended Stay America
Date: 08/29/2022
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 fromLinda D
Date: 08/22/2022
1 starLinda D
Date: 08/22/2022
I recently sent a letter via your website discussing issues regarding one of your properties but no response. This is to issue complaints about the service my brother, received at a recent stay at the Extended Stay America in ******, *******. He is an 82 year old veteran moving from ********* to the *******. He prepaid for the month. Checked in on March 12 After 16 days on March 29th, he left. He was planning on making a visit to ******, ** and then going back for the rest of his month, since he checked about canceling his reservation early but was told there was no refund... I understand he got a better rate for staying a month... BUT... it was a horrible 16 days, Two days after I sent the letter via your website, he called the hotel to inform them that he was not returning, at that point he was told they had received his letter and they had cancelled his reservation. He had not told them to cancel, since he did PAY for the month and could not get a refund. His letter only said that he would not be returning. According to your corporate rules, that room was his until his check out date of April 13. Since someone cancelled his reservation, I am sure that now the room was rented. Therefore why is he not refunded for the remaining 15 days. The hotel canceled not my brother. The issues with his room included: cabinets in kitchen area had peeling paint, faucet knocked when turned on, unstable rocking dining area table, wall sockets were half covered by headboard on both sides of the bed. water had to be turned off for a day as the room next to his was leaking, sleeper sofa mattress was flithy with stains and trash. Mattress could not be changed. he was asked to be out of his room for a day to remove the air conditioner for cleaning and there were hoses all over the hall. The elevator was often broken and walk three flights of steps.. which is difficult for him. I have sent two letters to your President and other top officials and no response...Extended Stay America
Date: 08/23/2022
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 fromNia L
Date: 08/22/2022
1 starNia L
Date: 08/22/2022
To whom it may concern:Location: *********************************************************** Before coming here, I spoke with a woman named ***** via email from Extended Stay America's Reservations Team describing my current situation of being unemployed and temporarily displaced, to where I was offered a 5% discount rate of which I am very appreciative however it was not applied to my stay, originally booked from MAY 28 - JULY 17. I ended up becoming an Extended Perk member to save 10% making my stay $51.29/night.When I booked my stay here on May 28, I spoke with a woman whom I now know is the manager, Krystl, if I could check in early.Upon arrival I was notified that the cleaning lady had just left, however, when I came to suite 306 it was seemingly clean with an odor that smelled of mildew and as if a pet had urinated all over. The only thing the cleaning lady did was restock the toiletries.It is very obvious that the room had not been cleaned once, if at all since I got here aside from my own cleaning. So to receive two emails from Extended Stay America, asking, "Did we keep our STAY Confident promise?", is comical. I had not requested a new room due to the understanding that no more rooms were available.The queen *** had ***ding that reeked of pet urine as well as the room in its entirety. The only time that one of the housekeeping staff, *******, (or any other housekeeper) has ever stopped by my suite during my stay was on July 20th to ask if I was checking out that day or staying over which was also confusing because on my birthday, July 3rd, I extended my stay until July 31st.In any case, I had to eventually ask for new linens such as towels, wash cloths, and ***ding whenever it was available because housekeeping never came to clean my room. The kitchen floor was sticky and visibly dirty, as the entire floor was in general is nasty along with the urine and mildew scents. (1/Extended Stay America
Date: 09/06/2022
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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.