ComplaintsforExtended Stay America

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a room at the Extended Stay America Suites In *************************** through ************************** for August 20 and checking out on August 21. Upon checking in there was a 100 dollar security deposit. Within a two week period I called twice asking about my deposit. The employees there told me that my deposit was coming but it never came. I disputed the charge with my bank and now the hotel states it was a hotel charge when I didnt even pay for the hotel directly to Extended Stay. I even emailed Extended Stay about the matter and no one has responded to my email. I went and left a review and hotel management responded to the review stating they would look into it but nothing came from that either.

  

  Business response

  10/24/2024

  Dear ******* ******:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ************ - Northwest - I-465 (the Hotel).  However, please be advised that ESA Management,LLC does not own or control the Hotel.  This Hotel is owned and operated by an independent franchisee.   As such, we have forwarded your concerns to the Hotels management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge Hospitality) at (************************************************).  

  Customer response

  10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I now know who I am supposed to contact in this matter. 
  
  Thank you. 
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a reservation for October 17, 2024 in the amount of $390.66 I had the absolute misfortune of staying at the Extended Stay America Select Suites in *******************, and it was one of the worst travel experiences Ive ever had. From the moment we walked into the room, it was clear that cleanliness was not a priority at this place. There were roaches everywhere crawling on the floor, walls, and even inside the drawers. It was absolutely disgusting.When we reported the issue to the front desk, the staff offered to give us a different room. At first, we thought this might solve the issue, but unfortunately, the second room was just as infested. Two rooms, two *****-filled nightmares. At that point, we decided to cut our losses and leave immediately.The worst part? They refused to give us our money back. Even though we didnt stay the night, the staff acted as if they were doing us a favor by offering a different, equally uninhabitable room. No apology, no empathy, no attempt to make things right.This place is absolutely unacceptableif roaches are running rampant like that, you can only imagine what else is being neglected. I wouldnt recommend this hotel to anyone. Its not just about the money lost; its about the basic expectation of staying in a clean, livable space. Avoid this place at all costs. Do yourself a favor and stay anywhere else.

  

  Business response

  10/25/2024

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Maintaining a safe and comfortable environment for all our guests is a number one priority. We appreciate the opportunity to address the guests concerns and will work with our management team to ensure a situation like this is not repeated. Management has informed us that a refund has been processed. The guest should receive their refund within 5-7 business days. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite him to reach out to us directly.    

  Customer response

  10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/19/24 date of stay. The worst experience ever and did not get any sleep whatsoever. The neighbors were fighting constantly, the fire alarm went off at 3:43 am, my room phone did not work, roaches in the room. I called to request refund and submitted a complaint and havent heard backs

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a room to accommodate myself and 2 young nieces for a convention. I chose this for the pullout and the kitchenette. The kitchen was empty, stove did not work, tv did not work, couch was stuffed with dog hair and qtips. The big problem was blood stains on everything!! The security latch was hanging off the door! 4 smoke detectors all covered in plastic ( meth heads do this to prevent setting them off). The front desk guy laughed and said that's why they over book, people see the room and cancel. I have videos and pictures. *********** keeps saying they have no response from the hotel and they removed my review as well. I paid for a secure, clean room with a kitchenette and a pullout. Instead I walked two kids into a ****** methlab. Extended stay needs to look at the pictures, take ownership, and make this right. This is bad business **** shouldn't have to go to these lengths for a company to do the right thing.

  

  Business response

  10/18/2024

  Dear Kelly Stout:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America – Indianapolis - Airport - W. Southern Ave. (the “Hotel”).  However, please be advised that ESA Management, LLC does not own or control the Hotel.  This Hotel is owned and operated by an independent franchisee.   As such, we have forwarded your concerns to the Hotel’s management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge Hospitality) at (Adam.Delude@aimbridge.com).   

  Customer response

  10/18/2024

   
  I am rejecting this response because: i don't want to close the case please. 
  If the complaint is being forwarded to the property management, do I need to submit this all over again but in their name or will this continue with the management group that is responsible for the property?  And if this company is represented by Extended Stay, shouldn't they care about making this right? Their response basically said " not my problem". 

  

  Business response

  10/18/2024

  We appreciate the opportunity to review the guest's concerns. As stated previously, we have forwarded your concerns to the Hotel’s management company.  If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (Aimbridge Hospitality) at (Adam.Delude@aimbridge.com). Thank-you.  

  Customer response

  10/18/2024

  
  My response was to BBB , obviously,  but thanks for repeating that you don't care about my experience ( not my "feedback").   My question is  to BBB moving forward with who's taking " ownership"  .  How do we proceed as I booked with Extended Stay through Booking.com not this "management group".  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: Wednesday, September 25th, 2024 Charges: $500.20 for the room $100.00 for the deposit (which was returned) Location: Extended Stay America, ************, ******** Issue: I am disputing the charges for a room that was unacceptable due to the following conditions: Presence of cockroaches Evidence of bed bugs Overall unclean and unsafe environment The business did not attempt to resolve the issue and claimed that the room was non-refundable. However, there was no indication of this non-refundable policy on Expedia when I made the reservation.

  

  Business response

  10/18/2024

  We appreciate the opportunity to review the guests concerns and apologize for the disappointing experience that they may have encountered. The claim was appropriately escalated to upper management to investigate. After further investigation, it was determined there was no bed bug or other pest activity at the hotel. The guest was refunded their deposit of $100 on October 10th, 2024. At this time, we will consider this matter closed.  Should the guest have any additional questions or concerns regarding this decision, we invite them to reach out to us directly. 

  Customer response

  10/18/2024

   
  I am rejecting this response because:
  One The Room Wasn't Clean Properly, Were Bugs. Two the bathroom door did not close properly without getting stuck if you closed it and that's because the last person who booked let their dog stay in room I take it and it scratched up parts of door frame. Three the microwave was so disgusting and unusable! Four the stove area was filthy under the metal wiring to provide heat to cook and the vent-a-hood was dirty as well and the fan for vent-a-hood was broken it didn't even turn on. Five lights flickered whenever you'd keep vent-a-hood's night light mode on. I have provided enough proof in this matter. Our sheet we were even with had old blood on it neither from me or my fianc.

  

  Business response

  10/21/2024

  We appreciate the opportunity to further review the guests complaint. Our upper management team has confirmed a refund is not warranted as there was no evidence of her claims. Thank you.  

  Customer response

  10/21/2024

   
  I am rejecting this response because:
  I had proof and they refuse to see it.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hotel failed to Ask if everyone listed as guest was still staying when we ( me, my husband, mother in law and brother in law) tried to pay for more nights. found out we were listed, and walked out with saying "fuck it" and called our mom to be added, once she was back to add us, the hotel kicked us all out, with NO REFUND, after paying $900 for a week, their reasoning was because he said "fuck it" while walking out. The employee then started telling our mom that my 35 year old husband needs to be trained better to behave better and to get a better education etc, all because my husband had said "fuck it" and it wasn't even directed at anyone, it was under his breath, while walking away to try to figure out what to do.

  

  Business response

  10/16/2024

  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 had.  At Extended Stay Hotels we take pride in ensuring our customers satisfaction. To ensure we resolve your concern,if you would kindly advise which of our hotel locations (address, city, state)you are referencing so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were multiple cockroaches, kitchen was unsanitary, grease on walls and fridge, smoke detector low battery going off, disgusting atmosphere

  

  Business response

  10/10/2024

  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 had.  At Extended Stay Hotels we take pride in ensuring our customers’ satisfaction. To ensure we resolve your concern, if you would kindly advise which of our hotel locations (address, city, state) you are referencing so we may quickly assist in providing a resolution? The property location did not successfully come through when your concern was submitted. We look forward to hearing from you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I previously booked a room with them on 9/26/2024 I get there that night I was told I need to pay a deposit huh but that was never mentioned on the website I would of went elsewhere. I was told to cancel I didn't because they would charge me so they canceled. I ended up booking again that same night and paid the 100 deposit I left on the 27th and I have yet to receive my 100 deposit back as of today 10/7/2024 it's been a week now. I call again today I was told to wait 2 more days to hear from a manager and after that it would be another 5-7 days absolutely not that would make 2 weeks to get a deposit back is past crazy to me. I would now like my ***** and my 100 deposit both back as this is very inconsiderate and unprofessional on their end. Today *********** sent me an email saying I canceled no they canceled it today themselves I have proof too. I did request to change dates but got no response ever so I booked again that same night and stayed until the 27th.

  

  Business response

  10/08/2024

  We appreciate the opportunity to review the guests concerns. Upper management has confirmed that the guest's deposit has been refunded on October 7th, 2024. No further compensation or refund will be considered. Should the guest have any additional questions or concerns, we invite the guest to reach out to us directly. Thank-you.

  Customer response

  10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I stay at the extended stay off of ************* from September 5th- October 5th 2024 . At the time we made our reservations with the front desk; at that time we were asked if we would like our card debited we said no never , we will pay in person . We would come to pay in person every 14 days . We never had a balance and always paid on time . On October 2nd we did our regular routine of coming in to pay after working. Two days later on my birthday we got woke up made aware that we need to check out - though we are pay up til Oct 16th. We calmly came down to discuss the issue being told that they are sorry , the rates have changed and we have to go or police will be called . We said a prayer with no idea where we would go or what we will do . We went to our church to ask for help . While packing our belongings another ***** decided they want to use the cart we are using and a house keeper decides shes going to advocate for them - in what I would definitely acknowledge as an act of racism. I have a video of the house keeper arguing with my husband to take the cart which I refused to give . This resulted in me calling the police , so that the situation didnt become violent . During our stay we where quiet respectfull and had no issues until the cart issue where I refused to continue to be bullied . We were charged and paid ******* for a month stay . On Oct 2nd billed ****** , ***** for internet and a random charge without permission for ******. We want this money returned to our account as the Contract was breached . We will not accept this and will file a lawsuit if this is not resolved within 15 days . Kind regards, ****** ***** and ***** ******** ************

  Customer response

  10/07/2024

  It was the extended stay off of Tennessee st - the address is as follows: ****************************************** - Northwest location of *********** Fl 

  

  Business response

  10/17/2024

  We appreciate the opportunity to review the guests concerns. Management has informed us that a refund in the amount of $107.35 was processed on October 11th, 2024. Should the guest have any additional questions or concerns we invite her to reach out to us directly.  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a lot to say but it all wont fit on here so here is the basic info you were asking for. Date I booked the original hotel was 8/8/24 Amount I paid was $243.59 Room type I booked in advance and fully paid for was a deluxe suite/2 full beds, sofa sleeper, rate type Advanced Purchase Nature of dispute is Multiple issues The business did not try to resolve the issue at all and I submitted 2 complaints on their contact us page on their website as I was instructed to do and a supervisor also submitted one on my behalf as well. I also called their corp office customer service **** first thing this morning and even sent an email to their guest relations **** at ***********************************************!

  

  Business response

  10/15/2024

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. This issue was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and addressed all their concerns. As a good faith gesture the guest will be sent four “Be Our Guest” certificates, each valid for a free night stay at any of our locations throughout the U.S. (pending availability). The certificate is valid for a year.  We ask that the guest follow the instructions listed on the certificate for booking. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩