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
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Review fromJordan E
Date: 08/20/2022
1 starJordan E
Date: 08/20/2022
We came in this room and it was discussing. Had my 8 month old twins come along with me to see their father. They started having allergie reaction to the dirty room. I sent my kids home early with their grandparents. I called not but 2 hrs with in my check in time. I was told to wait till the morning for help resolving the matter. I took pictures of how black our feet where getting with out shoes on and how dirty the room was. I patiently waited till the morning. 10 am came and I walked down to the front office I told the front desk lady what I was told. I showed her the rag we used to clean the floor. She said shell write a note but I would have to leave? I wanted to get my free coffee and oatmeal but she started yelling. She locked me how of the front screaming I was harassing her. I hadnt attacked or even spoke loudly to the woman. I couldnt even take a shower in the room. Im very sad I spent my money at the extended stay America in factoria ********, **********. Will never take my family back!
Extended Stay America
Date: 08/23/2022
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 fromGrace Q
Date: 08/15/2022
1 starGrace Q
Date: 08/15/2022
AVOID THIS HOTEL!!!! A budget-level hotel with a Marriott hotel price. And if I can give this hotel 0 star, I will.I stayed one night (thank God, it's only one night!) in their ********* ** location. This hotel is disgusting. Room smells. Carpet is icky, I don't dare to walk barefoot. One of the lamps is not working. The fridge is *****. No utensils/plates (you need to ask for it, and when I did, I only got 2 sets of each, even though there are 3 of us). I booked a room with 2 double ***s, and I got a queen *** instead (there are 3 of us. How the heck, will 3 adults fit in a queen ***?). I requested for ***dings once, so that at least one of us will be able to sleep on the floor. Didn't get it the first time, so after an hour or so, I went back to reception and asked again. And this hotel is not cheap at all. It's even more expensive compared to a Marriot hotel in same area, but I'm unfortunately not able to book because it's fully booked when I've been looking for a hotel that will accept dogs.Also, thank goodness I came earlier than others because when I went to reception for the ***dings, there's already a sign that says the hotel is sold out and for those unlucky travelers who have confirmed booking, it says to contact whichever company they booked from to say that there's no room for them in this hotel. And I thought this kind of thing only happens in flights.On a side note, the manager did try to move me to a different location, but given that it's college move-in week, there's no available room in their other location as well.It's a nightmare to stay here. But I don't have a choice but to **** it up since the other hotels in the area are fully booked.Never again. I will never, ever book a room in this hotel again, regardless if it's in different location. Worst stay I've ever experienced. And I've stayed in a lot of hotels because I travel a lot.Extended Stay America
Date: 08/16/2022
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 fromHelen O
Date: 08/10/2022
1 starHelen O
Date: 08/10/2022
Absolute Sh*t Show & A New CEO/President ********************* who does not respond to customer email.Extended Stay America
Date: 08/16/2022
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 fromDiana R
Date: 08/05/2022
1 starDiana R
Date: 08/05/2022
We had a 2 night stay booked in Castleton IN. (7-2 and 7-3-22) and when we walked into the lobby we were immediately concerned as it didnt appear to be well maintained. It took several minutes for someone to show up at the counter to check us in. She was very pleasant but slow. We finally got keys and went to the room. As we opened the door the smell of smoke was sickening (supposed to be non-smoking facility I believe). We went back to the desk and was met by the manager who apologized and gave us a second room. When we went back up the keys didnt work. The response we got at the desk was, did you all walk in on someone? I was shocked as it seems that must be a regular problem. At this point were alarmed and getting irritated. On our third trip up, we go into what is by far the filthiest room Ive seen in my 56 years. I wish I had thought to take pictures, but we just wanted to get out of there. I will tell you that our shoes stuck to the floor, the bed skirt had I dont know what stained on it all over, a disgusting tub with a liner that was almost black!!! And those are just the highlights. When we were approaching the desk for the third time, the women who checked us in said with a chuckle, had enough? The manager again apologized and gave us her card so that we could call hotels.com to get a refund. Unfortunately, they refused to give us one even though she gave them permission and we also booked another hotel through them. I'm guessing by other complaints nothing will happen so shame on me for not researching the hotel better! Extended Saty also makes it impossible to find an email to send a complaint to. So that says a lot but I'll keep posting reviews!!Extended Stay America
Date: 08/08/2022
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 fromPatricia K
Date: 08/05/2022
1 starPatricia K
Date: 08/05/2022
Beds were horrible. Could not sleep. My husband is a disabled veteran who sleeps in a recliner. I rented one for him and after it was delivered to our room the front desk told us that it was not allowed. I explained that my husband had been trying to sleep in the bed but could not and that he was a disabled veteran they still refused to allow the recliner. I had to get the rental company to come back and remove it. We have stayed in much smaller rooms at other hotels and never had a problem having a rental recliner. Also I used the laundry room the dryer did not dry my clothes so I had to move them to another dryer. I told the front desk they came and put an out of order sign on it but did not refund money. I am extremely disappointed in Extended Stay America. The hotel itself is old and worn but was fairly clean. However this is the last time we stay in an Extended Stay America hotel.Extended Stay America
Date: 08/08/2022
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 fromNova R
Date: 07/26/2022
1 starNova R
Date: 07/26/2022
Booked a reservation for 1 night via Booking.com, 7/12/22 - 7/13/22. Checked in late at night after a long day at ********************. Paid and got our key. To our big surprise & humiliation, we walked in to an occupied room. Went back down to the lobby and after a few minutes the receptionists told us there is no other room available that night. We were tired and so just imagine the frustration and anger. And all the receptionist can say is, there is no more room available, period. He cannot escalate the issue to anyone, he has no remorse, whatsoever, to even offer to help us find another hotel. I had to ask him to refund my payment. I asked for his managers contact information and all he can give me was the managers first name. A few minutes later, another guest walked in and had the same issue. There was an elderly man in the lobby, waiting, and we found out he had the same issue. I communicated this to guest relations the next day but its been over 10 days and no one has reached out. I tried contacting the property manager and it took about 6 days before I finally spoke with a covering manager. Prior to that it was almost impossible to get an honest time and day when will a manager be in the property. She apologized but basically said oh it happens. At least she said she will make sure our payment was refunded.It was such a bad experience! Never again, with this hotel!Extended Stay America
Date: 07/29/2022
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. 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 fromUnhappy C
Date: 07/25/2022
1 starUnhappy C
Date: 07/25/2022
I have been staying in 3 different Extended Stay America and like NONE of them. The rooms were so dirty that their cleaning crew did not bother to clean under the bed. The keys didnt work many times and now I am staying in the one since I have already reserved. And this morning, I realized the toilet wasnt working so I notified the front desk immediately. Until 13h nobody was here so I had to fix it by myself. Bad hotel and bad experience!! Will not come back.Extended Stay America
Date: 07/29/2022
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. 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 fromBrian B
Date: 07/25/2022
1 starBrian B
Date: 07/25/2022
I've been a resident for 3 years , and I pay my **** once a month for 30 nites . They charged my card another 970 dollars with our even telling my . I found out when I was grocery shopping and had insificant funds. I go to the manager she tells me theres nothing she can do to help me get a refund . To call corporate , literally told me she don't care what I do , I am still dealing with itExtended Stay America
Date: 07/29/2022
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. 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 fromdarryl m
Date: 07/23/2022
1 stardarryl m
Date: 07/23/2022
Extended Stay *********** **.first night i filled a domestic abuse case with local police for a dog left locked unattended in an adjoining unit for an entire night... barking loud continuously.2 hours into this incident i informed the front desk manager , who offered nothing but lame excuses. 3 hours into this incident i demanded a refund and wished to leave. manager denied my request. never again shall i stay in this poorly run sh******.Extended Stay America
Date: 07/29/2022
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 questions or concerns, we invite you to reach out to us directly.Review fromRaul M
Date: 07/22/2022
1 starRaul M
Date: 07/22/2022
I think they should hire minorities or people that aint prejudice or racist towards another human being.The front desk host i dealt with was so rude and not to sure what she didnt like about this mexican which is me but it so not right for another human being to judge others just cause of whatever your evil head thoughts is filled with..i hope if i ever book a room here again i dont encounter evil like her again ****** last name was not giving to meExtended Stay America
Date: 07/29/2022
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.
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