Extended Stay America Overview
Extended Stay America has a 1.7-star rating, derived from feedback provided by 356 customers. In the Hotels and Resorts category, it secures the 20th position out of 883 companies.
Rating
Contact Information
Website
www.extendedstayamerica.com
Phone
(800) 295-3339
11525 N. Community House Road, Charlotte, North Carolina, 28277, United States
Extended Stay America Reviews
Orlando
Pissed
So I go to check The employee at the extended stay in Ocala fl tells my fiance that I have a do not rent on my file, because she had to chase me down for a payment for my stay which you have to pay for before you stay there. So I checked and asked one of the other clerks their her name was Patricia while my fiance was on the phone,she said that I nor my fiance have a do not rent.I proceed to go there and I have a do not rent on me ,this is right after I just got off the phone with her. So I can not get ahold of anyone to clarify the do not rent. I have checked my account and my fiance account.we are current with our payments for the extended stay in Ocala Florida. The other employee name was Cheyenne
Kimberly
She changed me two time
she changed me two times and told me to call you so i can get my money back i dont know how this works
Danielle
Misleading and unorganized
Ive been staying at a Fredericksburg location for two months and it is literally disgusting, overwhelming and nobody has anything together here regional and corporate keeps coming up to this location because they dont have things together here and they open up before they should had the staff is being talk to the back, corporate and regional, but not knowing the whole story of anything it is disgusting how they treats customers and employees
Amy
I am not happy with the stay here
Trash left in room from previous guest, 2 bugs found in the bath tub, toothpaste spit left all over the Fawcett, countless fire alarms throughout the night. I just want my money back. Your website guaranteed that our stay would be a pleasant one. Our stay here has been at least 2 kinds of hell.absolutely do NOT stay here
marques
M paid reservation was cancelled by your staff because I could only afford one dau. wow!! how shallow and disrespect that is..And the staff at the Bethany location in Oklahoma city is really terrible.
m paid reservation was cancelled by your staff because I could only afford one dau. wow!! how shallow and disrespect that is..And the staff at the Bethany location in Oklahoma city is really terrible
Nivea
Complaint/change facility
I have a current complaint with extended stay on Northgate since entering this property 2 months ago I have lost everything I've been raped beaten my car was stolen my money was stolen my pain pills have been stolen Richard and manager here is lying to obtain an eviction notice that he threw through my door yesterday he this place is not being honest and it has not done one thing to try to help me I am disabled on low income and homeless and I'm paying for this out of my pocket trying to survive I've asked to be moved to a different room I've asked to be difficulties with a different facility getting nothing no either reply back for a no response or pay me a certain amount of money and will move you when I am moving in a room full of bugs and you're severely sick I've tried to contact corporate and Richard blocks it and keeps you from being allowed to do it I have nowhere to go right now and now he has his tenants scaring his crap out of me being harassing me that I have to leave and I have nowhere to go I want this company to take responsibility for what they've done to me they should have moved me and you should have helped protect me no way that I'm being advantage taking advantage of and hurt
Sury
If you're a pimp or a drug dealer this is the perfect place to stay! If blue collar and working your butt off stay away
My husband and I booked our room which flooded because of pipe leak in the ceiling so we got moved to the 3rd floor. I have torn tendons and ligaments in my ankle so climbing stairs is very hard for me! So since being on the 3rd floor supposedly we have had noise complaints. We were asleep and the front desk called our room at 851 pm and said we were being to loud, and they had noise complaints all day when we were working 2 jobs, each. Then after the front desk woke us up (Vanessa) I went to walk my dog and there was a junkie standing at my 3rd floor door. She track marks all over her.Run away
Cadarius
Need to speak with corporate
ABSOLUTELY A FREAKING JOKE. LOCATION MADE SEVERAL FALSE ALLEGATIONS THAT ARE VERY SERIOUS. YALL CAN SUCK IT
Tracy
Was charged different then my quote
I made a reservation for March 3 to April 3 and was quoted a price of 595.77. Then wanted to stay another month. I called reservations again the week before my prior reservation was going to be up. Extended Stay reservations customer service ext. and was told if I wanted to extend my stay,I should book with the front desk of the location Im staying at or I would lose my be if its. Which I then asked , what does that mean? The operator repeated back to me you wot keep your rate of 596 a week! So I said ok great. At that point I then went to the front desk of the place I had been staying for a month to extend my stay out. They took down my new dates and said ok your set your new balance is $$$$. I said thank you so much check the balance and if it matched the weekly rate and it did. At no point was I told or made aware or notified that at any point in that month would the rate I had already had and was quoted again, change or go up! So on April 1, 2023 my card was charged 797.88 so without saying anything to me the paper I signed and agreed to at a price of 595.77 was ignored and with out my knowledge charged a 280.00 up charge. WhenI spoke to the front desk of the place I was staying, I was told well thats the way it is rates go up and you should read the small print! In a total shock and a face full of tears, I asked to read this small print and please can I be shown this written in the paper work. No one could produce this statement nor give me an explanation as to why what I was quoted for the month, as to the reason I extended another month out has now just changed out of no wear and charged me with out knowledge an extra 280 a week!!! Not only did they not try to find a solution to this issue or why I was misinformed as they kept saying but in fact they looked me in my face and said if I dont agree to the new price or pay it that minute, I could get out and not come back!!! So incomplete disbelief and fear of having no wear to go as this was my home at the moment. I scrambled to pay them with every thing I had. Once the card was ran for the total of 798.88, they proceeded to then tell me I will not be able to stay after that week is up cause I have become a problem and their manger doesnt want someone like me here any longer!! So Im absolutely heart broken and disgusted with the customer service if you can call it that with the location. They have no business operating with the two woman that are running that front desk and I would like to be refunded my 297.00 that I was forced to pay that was not on my reservation paper work!! I have copies of both my email confirmations as proof of my quoted price and payments. I would also like to file a formal complaint on both women. Even after I was checking out the head manger was refusing to give back my cash deposit of 100 because of no sheets in the bed. Which I in the very day of checkout made clear I have allergies and had my own bedding and gave the sheets to the housekeeper at the desk that note. She then called me a liar and I had to get nasty with her at which point she contacted the nice gentlemen named Tracy that worked the desk that evening and recalled my conversation with him and clarified I in fact did turn in the sheets to him and washed them myself! Please dont let this slip through the cracks. These woman need to be made an example of. This type of behavior gives customer service and your hotel a very bad name and reputation. Not to mention they treated me like trash and were catering and bending over backwards for the riff raft instead of clean good paying guests. I cleaned and made improvements to my room/ rental while I stayed these are pics of my first day at check in and how amazing I made it look until asked to get out! Unreal!! Thank you, Mrs Taffer
Sarah
Mo the manager has made my entire experience with extended stay a complete nightmare
From the moment I checked into this hotel, Mo the manager was knocking at my door. He demanded I give him my ID and that no one else was allowed in my room which makes zero sense. This is an extended stay, therefore, I cannot be the very first guest to have friends come to their room. But he insisted that this was against the rules. I was later told by Michael (who is the only reason I even wanted to stay here longer) that I was allowed to have visitors, and that he noticed that Mo, For whatever reason, something about you(me) sticks in his craw! Which really makes no sense to me. I am not a terribly needy person, Im clean, Im quiet, I am respectful, and aside from losing a key here and there, I never needed anything from the front desk. I literally never leave reviews, so this experience, it was emotionally traumatizing. I honest to god felt like I had to sneak in and out of where I am currently living. And when it came time to extend again, Mo the manager took it upon himself to let me know he would do whatever he had to do to make sure I didnt get approved for an extension. I hit a rough patch in life a while back, and staying here, I was starting to get back on my feet, and now I feel completely devastated because the manager of this hotel is on a power trip and decided he didnt like my face. Or whatever his reasoning was. Im not exaggerating when I tell you that when he came to tell me the news about my extension, he was staring at his phone the entire interaction, so he couldnt even look me in the eyes as he threw me back out onto the street like i was yesterdays garbage, but he even seemed to be smirking throughout the entire conversation. Im back to square one, just when I finally felt like I could breathe again, Mo needed to feel like he mattered in life so he chose me to step on. Normally this is something I would just take in stride and let him win. I cant do that anymore. This is my livelihood were talking about. Ill be complaining on the Better Business Bureau and literally everywhere else that I can, until Extended Stay reaches out to me to resolve this matter. Until then Id avoid this place like the PLAGUE. That is until they get Mo the Nightmare of a Manager out of there!
Ajani
Complaint and refund
Water is dirty dark arrange is not drinkable or shower able I had to brush my teeth and got very sick and had to call into work no on on the after hours lines is answering the phone and no one is downstairs. I would like an immediate refund so I can go somewhere livable thank you. I would love to actually be able to speak to someone and not keep being directed to the same number that will not answer the phonedo not stay here
Kocho
Retaliation and Discrimination
Updated by user Jan 22, 2023
Well I filed a report with the better Business bureau and the better Business bureau got back to me saying that extended Stay wanted to fix this situation and repair the reputation of extended Stay the corporation. So better Business bureau has given them 30 days it's...
Original review Dec 28, 2022
On 12.27.2022 I made a reservation through Agoda for an extended stay over by airport here in Phoenix arizona. Upon arriving I was told that I was on the DNR list I do not rent list. However there's never been an incident with me or a situation in which I should be placed on the DNR list I'm not violated any of Arizona statutes laws. My girlfriend and I make another reservation after getting refunded with Agoda cash or credit. We make a booking at motel 6 upon arrival I am told that she is also on a DNR list. That will be a separate report coming. So we get refunded again and I make a reservation at the extended Stay midtown in Phoenix arizona. After waiting for at least 30 minutes I go to check in and I'm surprisingly told that I am DNR from that location as well. Nobody seems to know why. It appears that I am DNR from all locations here in Phoenix Arizona from the extended stays although I've done nothing to violate the law. However they have. They are currently being investigated because of discrimination and because of other reports that I have made. So they are retaliating now against us by putting us on a DNR list but nobody knows who put us on the DNR list. This is what's wrong with these corporations and with the hotel industry in Phoenix arizona. Instead of apologizing and instead of doing the right thing they decide they're going to try to retaliate by pulling underhanded moves. And that makes me just going to push even harder. because we're both veterans we have both served this country I have done things for this country I can't even speak of. I have sacrificed so much and to return home and to be treated with such disrespect is discouraging. By people who have not done anything to serve this country they've only taken and never given back to the country that's giving them so much. But we are currently homeless not of our own fault but because another corporation that was supposed to be there to help us didn't do its job either and it said to us under the bus because they had their own agenda situations also being addressed. This is a violation of Arizona statues laws. Because if I am correct you cannot DNR somebody unless they've done something like destroyed the room, created a situation that put a threat or danger to staff or customers or guests. Or assaulted somebody or drug use or some sort of communicable disease. Since I don't fall into any of these categories and my only indiscretion is filing reports as is my right as a consumer they decide to retaliate against us by putting us on the DNR list which makes it even more difficult me being in the situation I am with my health and being in a vehicle all the time is fatal. End of report anybody would like care to comment or ask questions I'd be more than happy to answer them. Thank you.
Kocho
Discrimination/Denied housing due to service animal
Original review Dec 28, 2022
0n 12.27.2022 made a reservation through Agoda.com for the extended stay at 3421 E. Elwood St., Sky Harbor International Airport, Phoenix (AZ), United States. I arrived at approximately 11:15 p.m. the gentleman at the front desk Christian ask for my id. After handing it to him I began looking for my debit card so I can pay for incidentals. At which point he told me that he was sorry but I was on the do not rent list. I asked him why however he said there was no reason listed as why. It's just that I'm on the do not rent list. I told him that by law he cannot deny me housing and unless I broken some sort of laws or in regards to the hotel as far as Arizona statues are concerned then he needs to let me in. But he refused to do so. This is not an unfamiliar situation with extended stays. In which I've dealt with discrimination due to the service animal and this case is the same at this location as we've dealt with this before and is it currently under investigation by the attorney general. As my girlfriend who's 30% disabled and a veteran as myself a veteran we're discriminated against and we're tried to charge us $200 for sneaking in our animal. When I told the lady who is the manager that the person at the front desk the night before had told me that I did not need to present my certificate, and even after I offered to present the certificate she refused to see it. The gentleman at the front desk the night before after being lied to by the hotel saying that there was no reservations let me in. I had called the reservation desk at the 1-800 number and spoke to the young lady on the phone asking her if they had availabilities which they did. However the front desk had told me at the location that there was no rooms available so they were already beginning their discrimination. When I did arrive later on the gentleman at the front desk was very nice to me and knowing that we are veterans and currently homeless and that I suffered from medical conditions that are fatal due to being in the car in the seated position he off camera made two keys and allowed us to stay for free. He was subsequently terminated. During my experiences with extended stay I've been charged for bookings that were never supposed to be charged for and promised to be refunded which I never was. I've had staff after paying for a night or another night stay enter my room because I did not go downstairs and rekey my keys. And upon going downstairs this manager told me that we needed to vacate the property. Even after I had paid. These are violations by the law. We've been discriminated against in regards to third party bookings. We arrived at one location after being told that they had a reservation but what pond arrival the guy at the front desk says that the room that we had booked someone had put rice down the sink the night before and so it was clogged up. When I told him I would call a go to to speak to them he told me that I had to hurry up because the room that he was holding would be gone. Subsequently people who arrived who had paid online on extended stays website were allowed in. And the room that he claimed was out of order he rented to somebody not knowing that I was still on property. Being sent to another location after booking again arrived on the site only to be told that there were no rooms available. we have been running around looking for a room after booking them arriving at different locations being told that there is no rooms available. What it is is they were going for the customers that had booked to extended Stay and not to third party. So they were holding the rooms but the rooms were available. At the one location after speaking to the lady she called another location in Peoria and the gentleman who she spoke to said that he would honor the reservation because we had already paid so we drove all the way to Peoria but only upon arrival and after him giving us the look because he did not agree with what he was seeing in us as a couple. He promptly told us that we had to pay another $140. When I told him that the manager over there had already called and spoken to him and that he had agreed to honor the reservation he refused to do so. He was very rude very disrespectful. He said you booked through a third party so you're going to have to go through a third party. Discriminating against third party bookings and discriminating against us being interracial couple. This is the last straw with this corporation. Even after giving them all this information and telling them everything they proceeded to tell me that there was no investigation to be done. They tried to turn it back on me try to make it seem like I had lied. The management at these places does not have any official experience in dealing with not only with their employees but also dealing with the public. These are people who are promoted from within that were yanked off the streets that have not had any formal education and management they have no annual training they have no ability to conflict resolute. I've had the police called on me just because I was late in checking out for no reason whatsoever. They do not listen they only aggravate and escalate situations because no one is cracking down on them. By law they cannot deny me housing unless I have committed at a violation of the law. Which I have not. In the in addition after speaking to my primary care provider at banner. Due to this ongoing acute pulmonary embolism and DVT which is fatal I was supposed to go to the emergency room this evening after checking into the hotel as we have a service animal and it would have been difficult as it already is difficult for the animal being in a position of being homeless. Being stuck in a vehicle in a seated position with the situation I'm in if these clots break loose it will kill me or cause a stroke. I'm not able to go to the hospital as I would have been admitted tonight for at least a week. But I cannot do that now because I'm stuck sitting in a vehicle at a seated position with my legs bent with a clot in my main artery in my left leg. Excruciatingly painful. All because some manager has some personal been better and violates the law and violates my rights. Puts me in a position where I can die. where should be at the hospital instead I'm sitting in a car because I had rented the room for my girlfriend who is 30% disabled and a veteran and for her dog to have a place to stay in the event I was admitted as I am their only safety out here on the streets. I am very very angry over the situation. And it must be addressed.
Anonim
Disgusted about my stay
I or my daughter have yet to have a representative from your company get back with us on the complaint of the property we stayed at??? We spent $ 100 for a room that I could have done at the Marriott or Hampton Which includes meals! I can be reached 720 774 ****
Kocho
Rude and Dishonest
Updated by user Jan 12, 2023
Ongoing
Original review Dec 12, 2022
When you just stay at a hotel and don't use that frequently on the surface they all appear to be very hospitable very nice very well mannered. But try staying at one for a little bit longer and you quickly discover that the hotel industry is really not that friendly after all. I used to choose extended stays for their convenience fact that no deposits were charged and they were willing to work with you sometimes but something has changed in the last 7 years in this state. At 8:00 you have housekeeping knocking on your door asking if you're extending housekeeping is it supposed to do most of the staff that I've encountered have been quite pleasant actually it wasn't the staff it was the managers I don't know where they hire these managers from but their customer service skills are non-existent. Besides them being very unprofessional for the most part they don't know the first thing about people skills and how to achieve your goal without threatening people. Which is the case with these folks if you're not out by a certain time they'll be real quick to call the police for no reason that whatsoever because they think that everybody is out to try to get them. They also tend to be dishonest pulling underhanded moves. The truth of the matter is there's no law on the books in the state of Arizona that says a person has to be out by law of a hotel at 11:00 these are individuals that have placed their own stringent stipulations on things because they want to fill rooms. Few weeks back they're having a big events in different places going on. Of course naturally hotels would be full to the brim however I made a reservation at this one particular location. Before I did that I called ahead to make sure they had a room available which they said they did. But upon getting there I'm being told that that room was no longer available because somebody had flushed rice down the sink the night before. And I just looked at the guy because I knew he was lying to me you see there's an ongoing thing here where they do not like it when you book through third party third party discrimination. And so what they do is they pull underhanded moves like making you repay a deposit and making you recheck back in even though you are going to extend and you have extended or you've already paid for the extension they still require you to come downstairs every morning with your ID to recheck back in and for some trying to get additional deposits. One property manager was so rude even after we had paid came barging in our room when we were asleep in bed demanding I come downstairs basically yelling at me and admonishing me for not being down there to rekey the cards and when I got down there she proceeded to say that we had to pack up and go even though I'd already paid at 8:00 in the morning well before the checkout time. I had to basically grovel at her feet to beg her not to do that I don't know if that's illegal or not but it doesn't seem you can take someone's money and for no reason whatsoever other than your personal annoyance with them kick them onto the streets. You need this to say I basically boycotted the extended stays at this point because I don't want to even deal with them and of course customer service was no better they were sympathetic at first but in the end they just said that I didn't have enough evidence and that they wouldn't be pursuing any sort of complaint and I was told I was getting money back but I never got money back because someone had charged me for something they shouldn't have charged me for but I never did see that money either. They need to hire people who have been in managerial positions and positions of leadership and that they should have revised mandatory annual refreshing courses for all managers to attend so they can have better people skills which these folks lack complete and total under any circumstance people skills.