ComplaintsforExtended Stay America

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made reservation to stay *** in ******, Rariton from September 13 of 2024 until October 28, 2024. On October 02, 2024, I called guest relation about maltreatment of hotel staff on behest of Manager **********, against whom, I had filed complains in August 2024 for the same attitude. I was informed that district manager will call me within 48 hours. On October 4, 2024 I called reservation for a change in hotel location due to threatening attitude of staff but I was informed that their system does not allow any change as district manager at advise of hotel staff is not allowing guest relation to do any business with customer. Since reservation agent , as per one sided action of district manager, could not change my location to anothet *** location and hotel staff continue to be uncooperative and bullying, I moved and therefore paying to another hotel while have my reservation until October 28 already paid. Guest relation wants me to sort this out with hotel staff, however, ******** from hotel staff refused to talk to me.

  

  Business response

  10/15/2024

  We appreciate the opportunity to review the guest's concerns and apologize for any disappointing experience the guest may have encountered during his stay. Regarding the claim made of our staff's interaction with the guest, our company holds the standards of conduct by our associates in high regard and any misconduct by our associates will be handled internally. A refund for two nights has been processed back to the guest. No further compensation or refund will be considered. Should the guest have any additional questions or concerns we invite him to reach out to us directly.

   

   

   

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** charged my cc without my authorization for a "re-rate" $467.87. I checked out of the Hotel for safety issues. There was a shooting at the hotel on 9/20/24 (along with numerous other criminal activities!). My account was paid weekly and up to date. They charged my credit card after I checked out. The Hotel cannot provide basic safety and has zero security staff or measures. SHOOTINGS at any place of business are a health and safety issue. I want a refund of this $467.87 "re-rate". I see *** is already in a class action lawsuit for denying refunds for pre-paid quests. They have major management, health, and safety issues. I reached out to Customer Relations with no response back. No businesses should allow their employees they send out of town on business to stay at these hotels.

  

  Business response

  10/14/2024

  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. This issue was escalated to management for resolution. Management has informed us that a refund has been processed. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint.

  They have issued a credit/refund to my credit card.

  I am still deeply disappointed in the circumstances, the actions of hotel and the lack of response (none) from ESA guest services.

  I am satisfied a credit was finally issued.

  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed at this hotel and I had to switch rooms three times due to cockroaches, the door to the building being propped open with a rock and not being locked, and general unsafe living conditions. I stayed here for one week and felt unsafe the whole time as I had bugs crawling on me and all of my belongings. I had no other place to go. I would like to be refunded for this stay, as it was unsafe and unsanitary. I talked to the manager at the hotel multiple times, she stated that she would refund me when she was showing me to my third new room for the inconvenience. I also talked to the front desk person who checked me in, and he stated that I would be able to be refunded. The manager was aggressive and combative with my complaints. I have contacted their corporate guest relations about 10 times, their CEO, the hotel about 50 times and no one has ever called or gotten back to me. I was told to wait 48 business hours many times, and it has been well over that and each person I talk to say its just a waiting game. I stayed here 8/18 - 8/23 even though my check out date was 8/25 because I felt unsafe in a building that didn't lock and that had bugs crawling on me. The business has ignored my many attempts and I would like this money back. More information on the supporting documentation.

  

  Business response

  10/03/2024

  Dear **** ********:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America Chantilly - Dulles (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

  10/03/2024

  Id like to hear from the hotel thats responsible please. 

  

  Business response

  10/03/2024

  As stated previously in our response, 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

  10/03/2024

  
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting a full refund of $2,525.04 for my 4 week stay at Extended Stay America ************** from September 7 - paid up till October 5. The hotel is not up to par for business. The first room I checked into had mold in the shower ceiling. Front desk tried to sort with room change but every room shown had issues. I remained in ********** until the next day. The issues I encountered were: from molded shower, broken ******* drawer, privacy issue when seeking natural light - 3 deck parking garage close proximity and no extra layer of privacy when drapes are drawn. Very dark smelly hallway, trash in elevator and hallway. The hotel itself has a terrible odor. 24 hours later, still no room change. Frustrated, I requested the Manager, our conversation was not smooth - I truthfully told her it was the worst hotel I came across. She was angry. After noting my long term stay she tried to remedy with an upgraded room. I am currently in this room (checkout Oct. 5). The issues with upgraded room are - a terrible odor that never goes away (tried everything), bath tub is clogged (3 times Facility tried unclogging it remains the same cloggy stained bath tub). Microwave INTERIOR is very ***** (another health hazard), ***** exhaust over stove - drips brown liquid (oil or rust when using stove). Fridge literally has scotch tape in some areas. Upon discovery of microwave rust, I went back to Manager about health hazard - I was told "Management does change unless microwaves are non functional." Last week it rained, this upgraded room had pools of water. I stepped into a puddle of water when I woke up. came back in night to find towels on the ground from facility. 2000 character cannot begin to tell the experience. *** customer service does not respond - I filed 2 complaints September 8th the following day after checking in and September 25 (last week after pools of water in room) - there's still no response. Please, can someone look into this matter. Thank you.

  

  Business response

  10/10/2024

  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. This complaint was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and have made every effort to attempt to provide a resolution. However, the guest was not satisfied, we understand and respect Ms. Moore's decision and apologize for any inconvenience she has encountered. At this time, we consider this matter closed. 

   

  Customer response

  10/10/2024

   
  I am rejecting this response because:

  My name is DENISE FARMER.  The response is not pertaining to me but to another guest who seem to have an issue and whose name is  "Moore".  Please see (copied email for ease of reference) dated 10/10/2024 and MESSAGE FROM BUSINESS.  Also attached is the same email shown below.  Thank you for your assistance.

  ----------------------------------------------------------------------

  Sent: 10/10/2024 3:46:14 PM
  
  From:
  BBB of Southern Piedmont and Western N.C.
  To:
  Denise Farmer
  Subject:
  Message received from the business about your complaint
  
  This complaint requires action on your part. After reading this message - click here to view your options.
  This message originally read on 10/10/2024
  Denise Farmer
  
  Everett,RI 02914
  
  
  Dear Denise Farmer:
  
  This message is in regard to your complaint submitted on 10/1/2024 against Extended Stay America.  Your complaint was assigned ID 22360965. 
  
  BBB has received a formal response from Extended Stay America. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
  
  
  MESSAGE FROM BUSINESS:
  
  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. This complaint was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and have made every effort to attempt to provide a resolution. However, the guest was not satisfied, we understand and respect Ms. Moore's decision and apologize for any inconvenience she has encountered. At this time, we consider this matter closed. 

  

  Business response

  10/14/2024

  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. This complaint was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and have made every effort to attempt to provide a resolution. However, the guest was not satisfied, we understand and respect Ms. Farmer's decision and apologize for any inconvenience she has encountered. At this time, we consider this matter closed.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problems began from day one of me and my fianc checking into this hotel. We have been overcharged since we checked in and paid more than what we should have paid per our daily rental rate. We also paid weeks or a month in advance, and our weekly payment day was changed multiple times because of this. We have also incurred late fees as a result of this. Late fees have also been charged due to phone charges being taken out of our rental payments and by staff stating we do not have phone charges when in fact we have stated we used the phone and tried to pay the phone charges immediately. In addition we have not received a credit for all taxes paid before we became legal tenants and became tax exempt and were still charged county taxes for 90 days. We are also still paying a $3.00 per day flat room tax, which according to the *****************************, there is no such tax in the state of *******. We have been asking verbally about credits due for many months and also sent our request in writing. Lastly in March there was a flood, water not only came from the ceiling but also about 6 inches of water accumulated on the floor as well. We have still been denied insurance adjusters information due to losses from the negligence of staff. We have provided photos and are experiencing health issues due to black mold being in the hotel. We also were not provided a room nor allowed to enter our room due to our room being uninhabitable and for 3 days we had to find other housing even though our bill was current and incurred extra expenses for lodging, clothing, food, transportation, etc. we lost all our food due to the management turning of the electricity and the window did not open causing mold and mildew. Staff also went in our personal belongings before we were able to. As of today no one as addressed our written letter addressing these issues which was sent via email to ******* *****, task force general manager as well as ****, assistant manager of the property.

  

  Business response

  10/09/2024

  We appreciate the opportunity to review the guests concerns. This complaint was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and have been advised properly regarding our payment policy. Should the guest have any additional questions or concerns we invite them to reach out to us directly.

  Customer response

  10/13/2024

   
  I am rejecting this response because:

  ******** *****, management has refused to speak to me regarding this matter. I have told by management they will no longer accept payment after October 3, 2024, without reviewing overpayments made to my guest folio. I have never asked for a rate change, just a review of payments made and late fees charged to the account that should not have, as well as credits for taxes paid that should not have been paid. I became tax exempt on August 31, 2023, and I am still paying taxes on my stay. I also was given a 7 day notice to vacate, but told since 9/24/2024, no payment would be accepted from me verbally from **** via ******** ***** as well as ******* via ******** *****. Furthermore, I only spoke to the regional manager for 60 seconds, as I fell inside the hotel and have an injured ankle/foot and had to have an ambulance transport me to the hospital due to my injury which happened on the premises. Lastly, the premises was under a fire watch for several months which devalued the property and our damages due to the flood were and have never been addressed in which photos were submitted and we were charged one day when we couldnt even stay in our room. I had several expenses due to be displaced and I have receipts for items I am still having to recoup my losses for.

  
  

  

  Business response

  10/15/2024

  We appreciate to further review the guest's concerns. Upper management was contacted to investigate the situation and provide a resolution. The claim of damage items has been escalated to a third-party insurance company to completely review. Further communication regarding the guests claim should be directly with the claims adjuster.  The guest has also been given the opportunity to move to a different room. At this time, we have addressed the guest's complaint and consider this to be closed. 

   

   

  Customer response

  10/19/2024

   
  I am rejecting this response because: due to violations of the Fair Housing Act and retaliatory eviction laws. Management has discriminated against me due to family status and having a disability. I have been told I would be better just leaving and would be more comfortable, speaking to my guest about payments etc. instead of myself promising Mr. ******** lodging, refusing to take payment, charging excessive prices and illegal taxes and fees, threatening eviction when exercising my rights to question pricing and charges, giving illegal eviction papers without following the proper legal procedures, refusing services such as maintenance requests, and withholding information in regards to filing insurance claims to recoup losses due to hotel negligence only accepting major credit cards refusing payment due to litigation and then stating Im refusing to pay and using landlord laws to to gain entry using landlord regulations. The system will not allow my docs but I can furnish proof
  
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and grandfather stayed at the ******************************************* location from May 19th to July 06, 2024 in two rooms with animals. The crew doing the remodeling were very sloppy and constantly left debris in the parking lot while they were unloading trucks and moving trash around. I tried to park close to the entrance but there was never enough parking available for all the tenants. I discovered by truck had a flat tire at 0600 in the morning due to a piece of debris from the parking lot. It was large enough that the tire would not have travel any distance if I had encountered it prior to reaching the parking lot. The front desk staff assured me the hotel would reimburse me since this had also happened to another guest and the manager covered their cost for tire and other expenses. When confronted with this evidence and information the manager flatly refused to discuss any resolution and stated the hotel was not responsible. I lost a full day of work due to the flat tire and the cost of the tire and tow. Accordingly i expect to be receive payment for lost work, $200.00, my tire which had less than 8k miles on it, $456.00 and tow cost of $56.00. If I have to I will take appropriate legal action to resolve this issue.

  

  Business response

  09/30/2024

  Dear ***** ******:
  
  We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America ****************************** (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 (*********************************************).   

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at extended care America ****************************************** from July 1-July 31 2024 I felt it was my duty as a consumer to report this facility. By the way this place looks nothing like the picture on the intranet!! IT IS FILTHY!! The carpet probably hasnt been cleaned in 20 years if you walk in it with socks they are black!! The drapes in the room probably are from the 1970 along with popcorn ceilings C*** roaches stove is black with filth!! The place is pet friendly and there is dog p*** all around the building no one is made to pick up the animals poop?? There are in houses people allowed to sit outside and hassle the residents for money and cigarettes!! I had a house fire and did not know what a pig sty this place was I have written the corporate office several times with no reply!!Oh and the staff are so lazy they could not even help me to my car with heavy luggage!!There was a plumbing issue for 3 days they left the ceiling leak into a large garbage can while people walked around it!! I gave all intention of notifying the health department because we its all the cigarette smoke creeping into the halls the cockroaches it needs to be addressed!! The staff allow the homeless people to come in at night after they think everyone is asleep but since I walked my dog around 2am there they were feeding these ********* is a shame stay America has to misrepresent themselves with those fake internet pictures & the rooms are hideous I have photos if you want them??I would actually want the corporate people to clean this dump or warn people they people who stay here are mostly the unhoused through a county program!! Make the faculty NO SMOKING IN THE ROOMS!!!This is so discouraging that this hotel is in our fine city of Orange Calif!!Clean up corporate office answer your mail!!***** *******

  

  Business response

  10/10/2024

  We appreciate the opportunity to review the guest's concerns and apologize for any disappointing experience they may have encountered. This complaint was escalated to management for resolution. Management has informed us that they have spoken with the guest directly and are investigating these claims. Upper management will make every attempt to resolve when the guest provides the supporting documentation requested. 

  Customer response

  10/11/2024

   
  I am rejecting this response because:

  
  From: ***** *******

  
  Date: October 9, 2024 at 4:53:25 PM PDT
  To: Better Business Bureau <*****************************************************************************>

  
  Subject: Re: You have a New Message from BBB Serving ***************** and Western N.C., Complaint #********

  
  I received a voice mail today from ********* ******. Extended stay America who provided a phone number to call that was non functional?? 
  *****
  Sent from my iPhone
  

  
  

  
  

  

  Business response

  10/14/2024

  We appreciate the opportunity to further review the guests complaint. Please know that the guest's concerns are being handled internally by upper management and they will be in direct contact with the guest to resolve this matter. Thank-you.

  Customer response

  10/15/2024

   
  I am rejecting this response because:
  The business never called back hoping I will forget about this whole disgusting stay.the picture does not appear to want to send.

  .

  

  Business response

  10/15/2024

  We appreciate the opportunity to further review the guests complaint. Please know that the guest's concerns are being handled internally by upper management and they will be in direct contact with the guest to resolve this matter. Thank-you.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation at this hotel but quickly realized its located in the wrong part of town. Additionally, the reviews I found afterward describe the hotel as low quality, mentioning issues with criminal activity and unsafe health practices. I tried to cancel the booking within 15 minutes, but the hotel is refusing to issue a refund, stating that I will be charged the full amount regardless of whether I stay or not. Essentially, they plan to charge me for a service I neither received nor intend to use.

  

  Business response

  09/26/2024

  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

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 9/23/2024 I am writing to express my serious concerns regarding the level of cleanliness and customer service experienced at your ********************** location in *************. We recently placed a disabled Marine veteran in your facility while we manage repairs on his home, and his experience has been nothing short of disappointing.Upon arrival, the veteran was shown three rooms that were all below acceptable cleanliness standards. I have attached photos that clearly illustrate the conditions of the rooms. Despite this, when a room that he found satisfactory was finally identified, the manager refused to match the rate we had been quoted. Instead of addressing the issue constructively, the manager responded with, "Maybe this isn't the place for him." Her tone was indifferent and dismissive, showing a lack of compassion and professionalismespecially considering the special circumstances of this guest. We also requested an updated invoice which she has yet to provide. We placed our trust in your property to accommodate a veteran in need, and to be met with poor service and unacceptable living conditions is simply not right. We believe that this situation reflects poorly on the otherwise positive reputation of Extended Stay.I urge you to investigate this matter and take corrective action, both in terms of staff training and ensuring that your rooms meet the expected cleanliness standards. I would appreciate a response outlining the steps that will be taken to address this issue.

  

  Business response

  09/30/2024

  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 a 5% discount and compensation for one night has been given to the guest. Upper management has also spoken with the guest directly regarding the situation in detail. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had booked at stay with them for 3 people for the days of July 12th to July 15th. Our air conditioner was not working for any of those days. On the first night, a front desk clerk came in and tried and couldnt get it to work. The next night, *****, one of the assistant managers came in as well and commented about how much cooler it was in the hallway versus our room. She as well could not get the air conditioner working and as it was a weekend, maintenance couldnt do anything. We found out through her that one of the parentss called and yelled at them for no working A/C. They also stated that they were fully booked and could not get us a different room. When the ** came in and took a look at it, he offered to cancel our booking completely if we wanted to stay elsewhere (which we couldnt cause all our money was tied up in the hotel) or a partial refund. i asked if i could take to the other members of my trip and he agreed. He said there were notes on the account stating what was happening and to let them know. I did tell them at check out that i just wanted the partial refund. I ve called twice and was told it was denied as the air conditioner is working. After our trip was complete

  

  Business response

  10/03/2024

  We appreciate the opportunity to address the guests concerns. At Extended Stay America we take pride in ensuring our customerssatisfaction and will work with our management team to ensure a situation like this is not repeated. This issue was escalated to management for resolution. Management has informed us that a refund has been processed. Again, we apologize for this experience. Should the guest have any additional questions or concerns we invite her to reach out to us directly.    

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