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 fromMichael B
Date: 03/10/2025
1 starMichael B
Date: 03/10/2025
To:Corporate **************** Manager ********************** ***************** Address]Subject: Formal Complaint Regarding Unprofessional Conduct and ************ at Aero 1500 Location Dear **************** Manager,I am writing to formally file a complaint regarding the unacceptable conduct and poor service I experienced at your Extended Stay America location at **************************************************, during November and December 2024.During my stay, I witnessed the property manager engaging in unprofessional and aggressive behavior. Specifically, the manager cursed at male guests, threatened to evict them without just cause, and exhibited bullying and confrontational behavior. Additionally, there were reports of her abusing her authority towards male staff members, creating an uncomfortable and hostile environment.Beyond the confrontational conduct, I personally experienced a lapse in service, as I went three consecutive days without any assistance from the front desk or hospitality team. This level of service is far below the standard I expect from Extended Stay America.Given the severity of these issues, I am requesting the following:A full refund for the inconvenience and distress caused during my stay.A formal written apology from the management team.Confirmation that these concerns are being investigated and steps will be taken to ensure such behavior does not continue.I trust you will take this matter seriously and respond promptly. I can be reached at [your phone number] or [your email address] for further discussion.Thank you for your attention to this important matter.Sincerely,[Your Full Name]
Extended Stay America
Date: 03/14/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.Review fromE. H.
Date: 02/27/2025
1 starE. H.
Date: 02/27/2025
Extended Stay hotel in *************************** is a c*** hole. The place is dirty and unsafe. One of our friends was assaulted there in the presence of children. We complained but they won't respond back. What a joke!Extended Stay America
Date: 03/03/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.E. H.
Date: 03/06/2025
So no reimbursement for the night I left early due to the safety concern for the kids? Only your invite for me to come back and take a chance again? Wow no thanksReview fromFatimah A
Date: 02/05/2025
1 starFatimah A
Date: 02/05/2025
Danger danger I booked for a 3 night stay for work in ********************** I was leaving to go to work I saw the front office person or manager I just said I dont need housekeeping today. She then just accusatory way stated they can come into my room anytime they want and search my things and dont need my person !!!! I told her if you would I can walk back to my room with you and you can search my things in front of me she then said I dont need your permission !! Wow I have never discriminated against in my life they are racist and discriminatory plus they go through your things and search your room. I checked out right away I called cooperate office and they stated someone will call me back in two hours it has been 24 hours and no call back. Dont stay thereExtended Stay America
Date: 02/10/2025
Thank you for contacting Extended Stay America and please accept our apologies for any disappointing experience you may have encountered. Extended Stay America prohibits any actions that are based on an individuals race or any other protected category. Please be advised that our team is promptly investigating the matter and will reach out to you directly once our investigation is complete. Should you have any questions, please do not hesitate to contact us directly at ******************************************Review fromjimmy c
Date: 01/31/2025
1 starjimmy c
Date: 01/31/2025
I am bringing this matter to light because I have never stayed in such unsanitary, uncleanly, atrocious hotel accommodations. We booked through ***********, which falsified the pictures and additionally the pictures on the website were also COMPLETLY not a true portrayal of the actual Hotel. Upon arrival, we were checked into a room that had: used towels all over the bathroom from I suppose a previous guest, a bathtub with no shower curtain, a bathtub full of water, a sink that had no running water, mold around the air conditioner which did not even work and we were in *******. Every appliance in the kitchen was dirty, had stains, and food and drink spills on it. There were also were roaches all over the floor. We took pictures. After 2 hours of fighting, they put myself and wife in another room which had no mattress, no shower curtain, and roaches. My children were left in the ***** infested UNISANITARY room because there was no other room. When I tried to bring attention to this to the front desk, they mocked me and my wife suggesting since we were from ******** , we should be used to roaches and then made a comment towards myself and wife which was sexual and racist. Commenting to my wife that I was her gay best friend. Meaning while , my children were upstairs in horrendous conditions. This is not only grounds for a refund, but I could take this much further legally. It has been 3 weeks and we have been getting the run around. Pictures have been sent. Complaints have been made, and we are now looking at unsanitary accommodations and sexual inappropriate comments that are grounds for much more. I am disgusted. Is this a scam and I am ready to take it to the level of my attorney.Extended Stay America
Date: 02/03/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.Review fromOctavius B.
Date: 01/27/2025
1 starOctavius B.
Date: 01/27/2025
The worst hotel in ************ ** it was disgusting the *** of the hotel was so rude and so nasty her name is ********* and she threatened to throw us out of the hotel several times for complaining about the bed bugs and there were roaches everywhere and I was mortified at the terrible smell of mildew coming out of the hotel air-conditioning unit we thought we were going to get sick breathing that in and one of the front desk associates ease dropped on a personal phone call I was having and repeated the conversation incorrectly to my sister to gossip about me and then justified it when I brought it up to her to say private conversation or not we can ease drop and say whatever we want I felt so violated I would never ever recommend staying here I wish I could give zero stars this was like a nightmare please if you can ever go to another hotel to stay go to the other hotel this hotel should be condemned to be completely honest with you negative four stars.Extended Stay America
Date: 03/03/2025
Thank you for providing us with details about your stay. Please accept our most sincere apologies for not meeting your expectations. Your satisfaction is important to us, and we appreciate your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you are in the area.Review fromMichael B.
Date: 01/21/2025
2 starsMichael B.
Date: 01/21/2025
Here at the Extended Stay America I'm upset of the conditions of this hotel it is bug infested with roaches, the toilet stays clogged and the stove doesn't get hot enough. It is the worst place I've stayed in. I have to live here because I don't have a place to stay.Extended Stay America
Date: 01/28/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.Review fromA. C.
Date: 01/16/2025
1 starA. C.
Date: 01/16/2025
Staff are incredibly rude! Training and coaching is required. ************ ILExtended Stay America
Date: 01/20/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.A. C.
Date: 01/23/2025
First, allow me to express my sincere gratitude for your timely response and the opportunity to address these matters. Your follow-up speaks volumes about the integrity and soundness of your operation, which I truly ******** someone who has spent over $40,000 with Extended Stay for our business needs, I deeply appreciate the staff who have managed our stays and ensured follow-ups were handled appropriately. There have been instances where guests in our group did not adhere to hotel rules, and I commend management for taking swift and respectful action to uphold the propertys standards.However, I must address a disappointing experience involving a $14,000 corporate invoice issue, which has resulted in an unnecessary and frustrating back-and-forth. Specifically, a staff member expressed reluctance to assist in emailing a folio, claiming they were unable to provide help and suggesting I call back at 7:00 AM. When I did so, the same staff member answered the call and stated, "No one is here to assist," further reiterating, "I don't know how to send emails, and no one is here to help."What struck me most was the tone and lack of professionalism displayed during our interaction. Statements like, "I dont plan on having my morning ruined with complaints," reflect an alarming sense of complacency and disregard for corporate customer service standards. This experience was unacceptable and does not align with the high-quality service I have come to expect from Extended Stay.That said, I am grateful for your follow-up and the commitment it demonstrates to maintaining the values of your corporate mission and vision for guest relations. I trust that steps will be taken to ensure such unprofessionalism is addressed and that future interactions reflect the exceptional service your organization stands for.Thank you again for your time and attention to this matter. I look forward to your response.Review fromShama Y
Date: 01/14/2025
1 starShama Y
Date: 01/14/2025
I had a friends that stayed here. The rooms are ***** and bed bug infested at this location.Very dirty and disgusting place. Very rude manager, no customer service skills. Now, because my friend complained, they put him on a no rent list , which is ridiculous. He is always a very nice, clean person.We called corporate and they were like we can't do anything for *****, my friend is out of money and nowhere to go. This place is a scam.Extended Stay America
Date: 01/15/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standards. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.Review fromOra M
Date: 01/13/2025
1 starOra M
Date: 01/13/2025
Poor service, they were unable provide complimentary breakfast as advertised on website in a timely manner making too many excuses waiting for order to come and no power. Other people taking breakfast to room. **************** can be improve.Extended Stay America
Date: 01/16/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standard. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.Review fromTeresa L
Date: 01/11/2025
1 starTeresa L
Date: 01/11/2025
I booked a room, after one week I saw two bugs in the kitchen after using the microwave. Immediately started moving out. The lady at the front desk asked me to give her a chance to make things right by switching my room and calling an exterminator. After staying in the 2nd room for a week there was the same problem. This let me know that this place was infested with bugs, and they knew and was scamming people to collect money instead of fixing the problem. I called the ***** number to file a formal complaint. They were suppose to give me a refund for both weeks. They only gave me a refund for one week. I wouldn't recommend this place to anyone. Having a bug infestation and still taking money from people is HORRIBLE AND DISGUSTING!!!Extended Stay America
Date: 01/15/2025
Thank you for your recent review of your stay. We make every effort to provide our guests with a great stay, so we are sorry to hear that our hotel fell below standards. Thank you very much for bringing this to our attention. It would be our pleasure to have you stay with us again in the future to show you the positive strides taken to enhance your experience with us.
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