ComplaintsforExtended Stay America

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The employee ******* told a person my room number, my balance, and what and when I paid. I spoke to the manager ****** and nothing was solved or handled. A few days later, a housekeeper allowed a person in my room because the person told the housekeeper that they had left theyre room key and the person came into my room and stole my belongings on camera and took all my electronics. The only thing this establishment offered me was 1 day off then later two days for accommodation with me still paying a higher fee now and my belongings not being compensated and both these workers still have a job

  

  Business response

  09/30/2024

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been determined that the guest violated our payment policy. Regarding the claims of someone entering their room and items being stolen were found to be unsupported. Should the guest have any additional questions or concerns regarding this decision, we invite them to reach out to us directly.    

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked the room on *********** For our trip to ***************** on 9/19/2024. *********** they charged my credit card on 9/18/24 for $384.00. We let them know ahead of time that we wanted to guarantee our room for that night because we were going to be arriving at the hotel after midnight after the park closes . Thats why i had them charge us to guarantee that we have a room set aside for us . We even went to the hotel way ahead of time to make sure that we were going to get a room . When we arrived at the Hotel , around 12 noon on 9/19/24 , we spoke with ***** and told her the situation and that we had already paid for the room ahead of time on *********** so we can guarantee our room , .She didnt show any interest in us and wasnt paying attention to us with hardly any eye contact . She then said that all the rooms are dirty right now . I said I know we just wanted to let you know that we paid for the room already , my card was charged since yesterday. Can you save a room for us because we will be back after our visit to ***************** , because they close at 1 am . She said let me have your name and she wrote it down . She then said all I have to do is say my name and the room will be ready there for us . Well . That didnt happen , the night hotel attendant said that we had to wait about 20 minutes because they were taking some kind of break . She said it shows a reservation for us but she had no room to give us because they were all booked . This was very inconvenient for us. We were tired and all we wanted was a good night sleep. Instead, we were stranded with nothing to do and nowhere to go nowhere to stay.

  

  Business response

  09/30/2024

  We do apologize for the frustrations and inconvenience experienced from this issue and can understand the frustration. This is certainly not our intention. We have received your feedback regarding your experience with our walk due to overbooking and have been advised that a 1-night comp has been processed due to the inconvenience. With, overbooking is an industry wide practice that occurs at most hotel brands and even restaurants. Although we would like to be able to promise that this will not occur in the future, we cannot guarantee nor provide an assurance that this will not happen, as it depends on many variables including market saturation, bookings, events, and fluctuating guest volume in the area. 

• Initial Complaint

  09/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The front desk person had the guts and the gall to single me out as a person that the lower floor states was making excessive noise. First of all , before you knock on a guests door, you should have some evidence, strong suspicion or something before you accuse a person of making excessive noise. First of all, I am a single person that just watches television, cook and does laundry. How in the h*** could anyone with a brain cell even think I would be making excessive noise? We're in the h*** is due process? What was the front desk person accusations based on an why in the h*** would you knock of someone's door at 5 pm to level such an accusations? You should have told the person making the accusations that unless they had some one in mind there is nothing you really can do. The front desk could remind people staying here to please be considerate of others which 8 always do. I never have the television loud, I don't talk on the phone. I am insulted by this whole situation and I want the management to call me and offer me a week free rent and immediately fire or retrain the front desk person at 5 pm shift at the milestone german town ******** location.

  

  Business response

  09/27/2024

  We appreciate the opportunity to review the guest's concerns and apologize for this disappointing experience. Upper management has confirmed that they have spoken with the guest regarding the situation in detail and advised no compensation or refund is warranted. At this time, we will consider this matter closed.  

  Customer response

  09/27/2024

   
  I am rejecting this response because:

  Upper management has not called me at ************

  The manager at the hotel briefly spoke to me and gave me the account that the desk clerk gave her which was filled with lies

  One the desk clerk claimed he called me room- never happened

  Two:  The desk clerk claimed he knocked on my door and said it was the front desk- this never happened 

  because when the person knocked on my door at Sunday at 5:15 pm, I thought it was another guest knocking on an door - maybe it was the wrong room

  because I almost did not answer the door.

   

  Three:   The manager was shocked that this happened on Sunday- this is information that she should have gathered during her interview with the desk clerk.

   

  Four: I was not making any excessive stomping noise- I was walking around the place in a hurry looking for my wallet do get my credit card to do laundry.

   

  Five:  The desk clerk if he knew it was me making the noise- I was down there doing my laundry - he could have said something then.

  Six:  My next door neighbors fight and talk loud at 1:30 am in the morning and I do not complain to the front desk.

  Seven:  I had a 30 day stay and was going to extend it indefinitely but because of the lies told by the desk clerk- I am thinking that after I pay next Wednesday weeks' rent that I might move.

   

  ***** ***********

  **********

   

  
  

  

  Business response

  09/27/2024

  We appreciate the opportunity to further review the guest's complaint. Upper management has confirmed that they spoke with the guest and apologized for the inconvenience caused. Guest had been advised that no compensation or refund would be given. Thank-you.

  Customer response

  09/27/2024

   
  I am rejecting this response because:

  Upper management has not call me or done a full investigation into this matter

  One they need to question the desk clerk and the people making the complaint

   

  *****

  **********

  
  

  

  Business response

  09/30/2024

  We appreciate the opportunity to review the guests concerns. Upon further review, it has been determined that there is no evidence of any wrongdoing by the associates at the property. Therefore, no compensation or refund is warranted, and we consider this matter closed. 

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9/19 Booked and paid for a room via *******. Upon check in nobody was at the front desk. No note, nothing. Waited patiently after a 13 hour car ride. 25 minutes later I left and checked into another hotel. I called Expedia to facilitate a refund and your extended stay denied me. Please refund my 100 dollars thank you !

  

  Business response

  09/23/2024

  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

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told to leave because the front desk lady tried to lie on me. Told the ** she called and spoke to me earlier in that week. I asked her how did she make contact with me? She said she called my room one day. This is a blatant lie because Im always at work during the day. She then got frustrated and tried to throw a tape dispenser at me because she knew her story was crumbling. Then called her manager and tried to explain the story as if I was causing issues. The ** ***** never asked where the miscommunication was but because it was a black girls word against an old white lady she chose a side. This place is filthy. Elevator is not up to code and glitches. First floor smells like dog feet and ****. The staff all have attitudes. Washing machines eat your money but dont wash your clothes towels are never available and when they are they have stains and hair in them. Upon leaving that day I was charged $550 with $250 is which being for a security deposit if Im not mistaken thats something to be paid initially then refunded at departure. ***** stated I would receive it back after someone checked my room. You cant just make unauthorized transactions on peoples card. The additional $300 still has no explanation. They called the police to have me removed for inquiring about these bogus charges. Must be nice to cause a problem and play the victim

  

  Business response

  09/26/2024

  We appreciate the opportunity to review the guests concerns. Upon further review,the guest was advised properly that based on the incident that occurred at the hotel, police enforcement had to remove the guest from the property. It has been confirmed that the claims the has made regarding the ************* Representative and Management are unsupported. No further action will be taken regarding this complaint, and we believe this matter to be closed. 

  Customer response

  09/26/2024

   
  I am rejecting this response because:
  This response does not resolve the issue. There was $550 taken from my bank account with no explanation behind it. I had had no due balances at this business and no damage to their property. Requesting a refund for the full amount and an apology for the inconvenience. 

  

  Business response

  09/27/2024

  We appreciate the opportunity to review the guests concerns. Upon further review, there will be no compensation, or refund will be considered at this time.

  Customer response

  09/27/2024

   
  I am rejecting this response because: this unacceptable. Provide documentation of why I was charged $550 or refund my money!
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello my name is ****** *****. Sept 15th around 10pm I found a number online to book a Hotel called Extended stay America. I spoke with a guy at this # *************** he took my credit card information over the phone booked the room and told me I would get a confirmation number in my email telling me where the location of the hotel I would be staying ... I waited until 2am for the email I never received. I was charged for him holding the room.I'm looking for a full refund to my credit card for the inconvenience. I'm sending the credit card statement proof of the charge attached ******** email is ****************

  

  Business response

  09/23/2024

  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.

  Customer response

  09/23/2024

  The address that's showing on my credit card is

   

  ******************

  *********************************

  
  

  

  Business response

  09/24/2024

  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 America, we take pride in ensuring our customers satisfaction. To ensure we resolve your concern, if you would kindly provide a copy of your reservation confirmation letter or folio receipt of the stay you are referencing so we may quickly assist in providing a resolution. The first and last name provided was not found in our reservations database. We look forward to hearing from you.

  Customer response

  09/27/2024

  I don't have a recipe or reference number only thing I can show is a recipe from my *********** credit card..  

  I placed a screen shot of the charge to my card.
  

  
  

  

  Business response

  09/27/2024

  We appreciate the opportunity to review the guests complaint. The first and last name provided was not found in our reservations database. If the guest can provide a confirmation number associated with their reservation, we will be able to investigate this further. Thank-you.

  

  Business response

  09/27/2024

  Our company has received the documentation provided by the guest. However, the guest's first and last name does not show in our reservation database as having a reservation at the property. We need additional information such as a confirmation number to look into this matter further. Thank-you.

  

  Business response

  09/27/2024

  Our company has received the documentation provided by the guest. However, the guest's first and last name does not show in our reservation database as having a reservation at the property. We need additional information such as a confirmation number to look into this matter further. Thank-you.

  

  Business response

  09/27/2024

  Our company has received the documentation provided by the guest. However, the guest's first and last name does not show in our reservation database as having a reservation at the property. We need additional information such as a confirmation number to look into this matter further. Thank-you.

  Customer response

  09/30/2024

  That's what I'm telling you my money was taken and I never received conformation or any type of information telling me what hotel I would be going to.  The only information I can provide is the charge that happened on my account... 
  
  

  

  Business response

  09/30/2024

  We appreciate the opportunity to review the guest's complaint. The guest may need to contact their credit card company and dispute the charge with them as we do not have any reservation under the name provided. Thank-you.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The assistant manager was very rude when she came to the room to see why there was a small amount of blood on the sheets.She demanded my credit card then to pay the 50 dollars damage fee I told her that they had a 100 dollar deposit she said they would be keeping all of ***** wife has had surgery down here and has been taking every precaution not to get any blood anywhere this interaction upset her and me was uncalled for.Her name is ******* Areas location is **************************************************************The situation could have been handled in a better way and even when I discussed this with her she offered no apology just excuses.

  

  Business response

  09/25/2024

  We appreciate to review the guest's complaint. Per the signed guest Registration Card (attached), the guest was l. I (We) am fully aware that I (we) will be held responsible for all room charges, incidentals and any damages to the room or other Hotel property caused by me (us) or my (our) guests during my (our) stay." There was damage to the bedding and therefore no refund or compensation will be considered. Should the guest have any additional questions or concerns regarding this decision, we invite him to reach out to us directly.    

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front desk girl very freely gave away our room number to a person passing himself off as my father. This is a grievous, severe, direct violation of our Privacy Rights as protected in 2 different Florida Statutes. Furthermore,the 2nd ***** in this room is a disability recipient, further aggravating the violation as it caused serious undue stress and fear. Given his disability is of psychiatric/emotional nature, this ***** suffered emotional distress needlesssly due to the local management's gross negligence of upholding ***** privacy. Instead of giving away our room number, she should have reached out to us by phone to inquire if it was okay to give this person our room number. Adding onto the already made error, this person came upstairs, listened at our door to confirm the voices heard inside were familiar to him, and went back downstairs to report again to front desk agent that indeed it was the correct room and asked for a key. This was all unbeknownst to me, this was exactly what the front desk girl later admitted to. This sequence of events should have certainly raised a red flag to her that this person was indeed NOT having good intentions in their visit and at that time she should have alerted management of this highly suspicious activity. This person ended up pounding on my door to get to my ***** who suffers a disability. When I presented my concern to management, I was advised to switch rooms, which we did, and an extra night was extended should we want it or a refund of that night. The next day when the general manager arrived, I went downstairs to ask for the additional complimentary night, she advised the regular manager from the day before mentioned nothing about a complimentary night . That was a complete lie. At that point,we had to leave, with nothing refunded from prior night either. In all, these people severely violated our privacy, lied about a refund , and did nothing other than switch our room that they were obligated to do anyways.

  

  Business response

  09/25/2024

  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. This issue was escalated to management for resolution. Management has informed us that the guest was moved to a new room and 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.    

  Customer response

  09/25/2024

   
  I am rejecting this response because:
  The Guest Relations for Extended Stay corp office department reached out via email clearly stating that all 3 nights of our stay were refunded on Sept. 19th as per the property's local management (see attachment ).However, only one night was refunded by the property. (see attachment) And today is the 25th, still no refund via Priceline or otherwise. The errors and lies seem to continue with this property's local management. 

  

  Business response

  09/25/2024

  We appreciate the opportunity to further review the guest's complaint. It has been confirmed that all charges have been refunded. A refund in the amounts of $89.31 and $95.08 were processed September 25th, 2024. We apologize for the inconvenience. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I booked for a stay at Extended Stay America located at ************************************************************ ******************* (West) location. Below is what I sent them since 08/27/2024. I have not received my refund. They called me and even sent me a thank you for your kind of email even though they already knew I did not check in. This wasnt a matter me cancelling the reservation. We booked. We showed up. They refused to take us and claim we did not have a reservation even though we showed them the email and the receipt of payment. This is fraudulent. After several days later they called us and told us we left some stuff in the room even though we were never there. *********** advised us the hotel refused to cooperate and refund the money. Dear Extended Stay Management:I'd like you to investigate what took place with our reservation this past weekend. I booked through Priceline for 08/25 to 08/30. The amount was ****** plus tax would total 543.55.Instead, my card was charged $668.00 To add insult to injury, when we showed up to the property, we were rudely told there was no reservation under our name. I tried to show the emails and confirmation but not a chance your staff would try to accommodate us. We had to call *********** and priceline all day to try and ask for help. We love Extended Stay. Never had issues with this place ever. My husband and his company usually stay at Extended Stay. Your staff need more training on how to handle situations like this. As far as I'm concerned this was a fraudulent charge. I never approved the charge of 668. I booked for "PAY LATER" and the option to cancel at 5:59 PM on August 25th, 2024. My card was charged earlier in the day and not 5:59. Sincerely,****** ******* Phone: ************ The name on the reservation was ****** *******. *********** Confirmation# **********

  

  Business response

  09/23/2024

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been confirmed that a full refund has been processed. Management has reached out to the guest to speak about the situation in detail. Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dates are August ***** this year. I've been booking rooms thru ********* sense June. I stayed at red roof inn for 28days then on July 28th I went to the extended stay. I stayed there about a month. Every time I booked I did it thru ********* and then would go in to pay my pet deposit. Well on 8/29 I did the samething and when I went in they told me that they weren't extending my reservation. They waited till I went in to pay for the pet deposit to tell me this. I already paid the room for 2 days. Now I know I did non-refundable but that was because i was already staying there and wasn't planing on leaving or canceling. I had no idea they where gonna make me leave. Now ********* won't give me my $200 back for the room. It was beyond my control. They said it's cause the hotel didn't approve the refund. Which isn't true because I talked to the hotel and they already issues the refund back to *********. the hotel has also kept my $100 deposit that they said they would give back to me. I'm out $300. Ibwas thrown to the streets with no money because I paid for the room. The customer service was horrible. I dont think I should be the one to lose out because of something that I had no control over. I just want my money back. It's been almost 20 days now of ************ and me getting the runaround.***************************************

  

  Business response

  09/23/2024

  We appreciate the opportunity to review the guests concerns. Upon receipt of this concern, upper management was contacted for review of this situation in detail. After review, it has been confirmed that refund in the amount of $140.75 was processed on September 10th, 2024. Management has reached out to the guest to speak about the situation in detail.  Should the guest have any additional questions or concerns we invite them to reach out to us directly.    

  Customer response

  09/23/2024

   
  I am rejecting this response because:
  I have not got a refund for $140.75. I never received that. I also have not received my $100 deposit from the Extended Stay that I should have gotten back in 5-7 business days. Yes, I did speak to management after calling 4 separate times and each time I was told a manager would call me back within 48hrs. The 1st time I called was the 29th of August. It took them 2 weeks to actually call me back. The employees working there where very very very rude and disrespectful to me. Told me i had noise complaints for my dog barking outside during they day. Well a dog barks. They told me I violated there policies but wouldn't tell me which one I violated. And said I was uncooperative. Then they also put in the c computer that I was a no show for the reservation. Which is not true. How could I be a no-show when inwas already staying there for a month. Makes no sense. I have never in my life been asked to leave a hotel, ever! I also has stayed at numerous hotels/motels in the area for months prior to staying there and never had a complaint about my dog from any place else. For whatever reason they had it out for me. I have never been treated so horribly by an establishment. All I want is my refund for the 2 nights they chose not to let me stay and my deposit back pls $240.74

  

  Business response

  09/25/2024

  We appreciate the opportunity to further review the guest's complaint. It has been confirmed that a refund in the amount of $140.75 was processed on September 10th, 2024 (folio attached). The guest booked thought a third-party booking channel and will need to contact them to release the funds back to the guest. Regarding the $100 deposit, are records show that the amount was not processed. If the guest can provide documentation to show that they were charges $100 as a security deposit, we further look into this situation. Thank-you,

  Customer response

  09/25/2024

   
  I am rejecting this response because:
  1st off on the sheet that shows the refund says Mastercard 4820, well I don't have any cards ending in those 4 digits. Also, I already sent the screen shot from July 28th for the Extended Stay in the amount of $153.00. The $53 is for the pet deposit and the $100 was for the deposit for the room. I did send it again. That's the only thing I have showing that I paid them that day. The room itself was already paid for. They told me it ***** take 5-7 days get that money back. It's now going on a month. They seriously should be giving me more for all this **************** and ******** I've had to go thru this past month to get my money back. Which I'm still waiting for. This is the WORST customer service I have EVER dealt with in my life. And all for nothinh because I did nothinh wrong nor did I do anything for them to treat me the way they did. I am still very seriously thinking about calling a lawyer, just because I wouldn't want them to do this s*** to any one else. It's uncalled for, disrespectful and horrible business for an establishment. People should know how there treating people that are paying to stay at there establishment only to be treated like ****. 

  

  Business response

  09/26/2024

  We appreciate the opportunity to further review the guest's concerns. The guest booked through a third-party booking channel and that is where the refunds were processed to. They will need to reach out to them in order for the refunds to be released. Thank-you,

*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. ↩