Extended Stay America
Reviews and Complaints

First and last time at Extended Stay America 5045 N Arco Lane North Charleston Sc. General Mgr Sharlene Lloyd. Poor customer service had reservations 8/30-9/2. Notice the toilet handle was broken informed the front desk. I was then told that the Engineer is off for the holidays and there were no other rooms available because its holiday weekend. she said she would see what can be done while we were out. Nothing was done had to use the restroom at Zaxbys across the street. At check out mentioned to front desk about situation, was then informed that I had to speak to the General Mgr on Wed. Ther could be no financial compensation at the time because the reservation was done by third party. Called the General Mgr on Wed informed her of the situation she lied and said that she would return call and never did. I called again to speak with Ms Sharlene Lloyd which she became irritated and dismissive and asked what do I want her to do. I informed her that the rep at front desk mentioned that there would be an adjustment in the bill. Sharlene said she not doing that what she offer me is a discount on a future stay. I declined customer service was bad would not like to patronize Extended Stay again. I informed her of a complaint she mentioned that nothing was going to be done that I complaint dept would only forward my issue to her, and she is only going to offer me a discount on future Stay. I then let her know that the initial contact was a issue when she asked my guest for ID. It was obvious that we both were of age but Sharlene asked and reluctantly it was given to her.

The moment we checked in to the Extended Stay in Austin, Texas the nightmare began. The reservations (which were made 2 months in advance) were wrong. Once it got straightened out and we reached our room, the stench was so putrid we couldn't stay in it for more than a minute. We left our bags in there until we could change rooms and in between that time, someone went through them and stole some belongings. We reported the theft but no one seemed to care. The new room had bed bugs, a shower that dripped, and towels that felt like sandpaper. There was only coffee for breakfast minus sugar. Management said they have been out of sugar for days. Needless to say, we checked out and moved to a real hotel. To date, nothing has been done about the theft - no one calls you back from corporate - no one cares. From the bottom up to the top, Extended Stay America is the worst place anyone could stay at and a real nightmare of an experience.

Please be advice that I checked in to the facility at around 5:15pm into room 151. After several attempt to get into my room the door didn't open. I went 3 times to the front desk and still no resolution the gentleman at the front desk said he need to change the batteries from the door and he did but still the door didn't open finally I was given another room 201. I finally was able to get into my room 45 minutes after originally checked in to your facility these is unacceptable.

Also the hotel is in bad condition has you will see thru the pictures I'm going to attach. There was also garbages next to the original room I was given as you will see in the pictures I'm going to attach.

At the current time I'm requesting a full refund of my reservations. I also emailed the General manager at the facility;
Sandra Rosario
General Manager
Extended Stay America
Orlando - Convention Center - Universal Blvd
Tel: 407.903.1500 Fax: 407.903.1555
[protected]@extendedstay.com

Thank you
Yosvani Ramos
[protected]
[protected]@yahoo.com

Me and my husband have been staying at this location for three weeks now. We will be going on four as of tomorrow, September 2, 2018. We travel for his work and only stay at the Extended Stay America in each city we visit. My husbands company does NOT pay for his room. He pays for his room out of pocket. As a guest at this hotel we deserve to be treated as such, long term or not. We never know how long we will be at a specific location and this time around its looking around a couple of months. My husband pays a lot of money to stay here as long as we do and the last thing we need is to be harassed by the front desk. We get one roll of toilet paper per week. Not only is there two of us, but I am currently pregnant. Therefore, I may use the restroom a little more than usual. When we ask for a second roll by the end of the week, we are harassed about how much longer we are going to stay here and if we are guests for an extended amount of time. Once we say yes of course the question to us next was "Well then why don't you bring your own toilet paper". I didnt realize paying over $500 a week for a room wouldnt include a roll of toilet paper. This location is very rude and very unprofessional. We have stayed with extended stay for years now. Im thinking its time to invest in another hotel from now on out. This is the worst hotel we have stayed at yet and I will not recommend it. Maybe your staff should get a refresher in customer service. If you have any further questions you may contact me via email.
Desiree Garcia [protected]@gmail.com

Hi we booked couple of rooms in 750 Edwin L Ward Memorial Hwy, Rutherford, NJ 07070 and the check In time is 3pm on September 01, 2018. But due to some change in plan, we came early which is around 6am to the Hotel and requesting for pre check-in but we are asked to wait until the manager arrives. We do have 2 kids with us and we are pushed to a position to wait in parking lot. Is that how it works? Getting the check in early at this juncture should the front desk able to help us but this is making us unhappy. Not sure what are our next steps here. We are helpless.

Tamara Swanson card ending in 5170, extended stay America, charge my card for a extra night. I checked in on 8/29/18 checked out 8/30/18 at 11. My cards was charged at 10:17. Why' some charged my card. But checked me out. My money was stolen, if I steal from u, I will go to jail! I don't understand why, I paid online with Priceline. I Came to extended stay America, showed ID. I had to leave my card on hold, a smoke rule - cool I don't smoke,. I was charged at 10 17, I checked out at, 11am. Why why why? I'm hungry, sleeping in my car because my money was stolen.. If I stole your money, I will go to jail, I went to get food n gas, I can't do anything because my money was stolen. I'm upset, unhappy with feeling raped.

My husband and I stayed two nights in the Northridge Extended Stay to visit relatives in the area. Upon checking in we were greeted by two huge tubs of dirty linen, many large plastics bags of fast food garbage...on its way out to the dumpster...Onward up to our room on the second floor there was trash in the hallway, tubs of dishes and pots stacked up...Upon entering the room there was an acrid chemical smell. We opened the windows and turned on AC to get rid of the odor. The floors were peeling ( faux wood) and the molding by the bathroom was "taped together"... At this point we had no alternative but to stays there was no other available rooms in the area. I ended up with a massive headache( chemicals) and my clothing smelled of the same chemicals when I arrived home. Needless to say we will never EVER stay at one of these awful places again.

We stayed at the Chesapeake location in the Norfolk region and the general impression of this place is not good. Upon pulling up we saw several questionable looking people standing outdoors. There was a chair cushion outside in the parking lot. Grass was not maintained.
Then the room:

Lamps did not work
The refrigerator was filthy
The microwave was dirty
The family above us had a basketball tournament going on in their room. We were on the second floor and they were above us making noise all night.

Young guy who needs an attitude adjustment and to be fired. Very unprofessional and prejudice. Not a good image for this hotel. A few other issues that were resolved except the jerk.The lobby door was super heavy so much so it came back and hit my mom on her arm. Her handicap room was not up to par and that door was heavy as well and the bathroom door would hit sling back and hit anyone who was at the sink of the kitchen area. Constant dripping sound in the ceiling by the kitchen and room was smaller then reg room shown previously a few days prior to booking. Closet shelf was a joke for hanging clothes as it was too high for an adverage person much less a handicap person! She should get a week free for all the crap she put up with during her more then 1 week stay there.

I was at Extended Stay for 3 nights San Diego 7444 Mission Valley Road with family, I left my new pair of trekking shows in the room and went out for a short trip and when I returned found my shoes to be missing, there is no break-in and no room service but still shoes were missing, who could have picked up is anyone's guess.

there is no manager available on the premises and no room service available, even no fresh towels were provided, hotel is totally un-secured.

I reported a complaint at the reception but there is no response from them yet.

I stayed at the hotel in Raritan Center, New Jersey from July 2nd - July 21st. Upon my departure I inadvertently left some items in my room and did not realize it until later that evening when i went looking for my checkbook. So I called the hotel and asked them to check the drawer I left it in and they did find it along with my wallet and a couple of other items. I did pick them up from the front desk that evening. About two days later I went looking for my cash money envelope and only then did I realize I also had put that in the same drawer with my checkbook and wallet. But that item was not returned to me when i went back for my other stuff. I called the Manager and explained my dilemma, knowingly apologizing that this was my fault for being so careless, nevertheless someone had taken the cash I left. He said he would look into it and get back to me. After not hearing from him for about 10 days I called him and he apologized for not getting back to me. But after his investigation he claims nobody took the envelope and I was mistaken that i left it there. The envelope contained $300 so it's not a lot of money and I have written it off as a loss but the principle of the matter is I know I left it there without any doubt. I just didn't realize it at first because I wasn't in need of cash from the envelope. Once I did I realized I left it in the hotel drawer with my checkbook and wallet. Now I'm being told that I didn't leave it there and it just disappeared into thin air? So now I'm left with only one option. Because of this situation I will never stay at one of your hotels again and will be sure to spread the word around of what happened to me. So for a paltry sum of $300 your company's loss of business will far exceed my loss.

Hotel kicked me out for having visitor come to my room. Nowhere is it posted that a guest may not have a visitor to room. It's understandable if they intend to stay overnight however that was not the case. Secondly, the desk personnel are not friendly and are never at the desk when you approach the desk. They sit back in laundry area with feet kicked up and watching videos or their phone. The overnight desk clerk does not put out the so called grab n go breakfast timely. The coffee is not made fresh and they are always out of cups, sugar, creamer that is expected when you pay high dollar fir a place that's pretty much slumville. Third, the place has been reported for bed bugs. I've witnessed several people complaining n and change their rooms as they felt things crawling on them at night. Fourth, they let homeless people panhandle money and sleep in their lobby chairs all day, in addition allow known drug addicts on property and finally in regards to visitors on property if you can't have a guest then why are employees allowed to have non guest to hotel be in work areas such as the laundry room and break room and be observed changing money fir god knows drugs. Oh by the way don't put a credit card on file cuz if you pay early and are due a refund they will attempt to charge you without authorization copious amounts of money will accuse you of smoking in your room so you loose that money. This place is a joke and they don't even deserve 25% of a 1 for a rafting to be honest. I will be discussing this with their corporate office as well as social media and if needed well a lawyer. Not only do they need to refund the rest of my stay they also need to refund my entire week and send letter of apology. Seriously considering a lawyer.

Good afternoon,

I am writing to file a formal complaint and make notice that several prior guests of this property and my company headquarters are planning to file a class action lawsuit against your company and your General Manager Terri Rodriguez for discrimination and wrongful removal from the property for bias and unfounded reasons that she deems necessary to remove a guest. I have in the past contacted your Guest Relations department with my complaint with no resolution ever made and no one above Terri Rodriquez contacting me. I submitted proof that Terri Rodrgiuez lied to have me removed from the property after a 6 month stay because she claimed that I smoked in the bathroom of my room even though my room was cleaned every Friday of my stay by housekeeping and no one ever found any smell of smoke or any evidence to support her claim. She tried to tell me that I would need to pay a fee of $250 on top of my weekly rental fee that I paid at the time bi-weekly. When I refused and asked her to show me proof which she was not onsite at the time of the incident she refused and told me I had until 11am the next day to get off the property. When I submitted my proof of her dirty doings like me complaining about marijuana smoke from a room right off the elevator on the 3rd floor where I stayed and she coming in and out of that room without rectifying the situation or even kicking them off property. The inability of the staff to keep the property safe and clean. She retaliated by calling the other Extended Stay Properties and telling them to not rent to me. I have always utilized your Company whenever I traveled for business or leisure as far back as 2007 and I have never had an incident occur like this or even felt anything but well treated when I stayed at any of your Extended Stay properties across the country and to be treated the way that I was by Terri Rodriguez and then find out from other patrons that they had the same experience with her or her staff is disheartening and puts a big blemish on your companies reputation of being a home away from home for people Relocating or in between permanent housing. I would think that your company would not stand for such dealings and would launch a formal investigation into why this would be something that would be allowed to occur continually each with similar incidences of either proposed smoking or some other fabricated situation that Terri Rodriguez deems would give her the right to remove paying customer's from your property located at 3045 South Maryland Parkway, Las Vegas, NV 89109. I plan as well as the prior guest who have been victimized by Terri Rodriguez plan to open the lawsuit as of 8/6/18 if no one contacts me in regards to rectifying this situation or even investigating the numerous complaints.

Best Regards,
Lorinda Ingram

This hotel had to be the worst place I ever stayed it was so dirty I had to check out early they gave me my money back the manger was suppose to contact me and he never did. Pics of microwave, ashes in tub, stains on bedding, dog food on floor, and soda splash on back on bathroom door. Do not stay here place is so nasty the hall ways smell and the elevator sounds like it's about to break.

Hi,
The story about Extended Stat America - North 6255 Quarter Horse dr, Columbus, OH-43229.

My reservation # [protected], I book this reservation two weeks earlier and On the day of checking I called the motel and told that I will be checkin late.

I checked in at 10:00 pm, And when I entered the room I realized that they have given me and in cleaned room. Please see the screen shots attached.

There were no rooms available. Since it's 3 nights stay I was told to take the room which is not and told they will switch the room next day.

When I went and talked to manager, she was so rude and not bothered about giving a clean room neither asking to clean the existing room.

This is frustrating and I'm still staying in the room I want someone to respond asap

In October 2017 we had received a "Be Our Guest" email since we had received a horrible experience in the Dublin Ohio Extended Stay. The manager stated she would send this out. I had never received it so I contacted Guest Services to see what could be done. I was guaranteed a phone call back in 48 hours (never received) I called back and spoke to Jeremy who advised he would reach out to the hotel that we would like to stay at and use our gift of BE OUR GUEST guess its only valid if they are not booked solid. So I would rather not EVER be an Extended Stay America guest since it is only usable at their discretion. I am a manager of a softball team I assure you that I will never book any of our hotels thru Extended America EVER again.

I stayed at Extended Stay America Stay Urbandale, IA with my company for over a week. They changed our rooms and I went to look for my 200 dollar watch and it was gone went back to the old room and reported to front desk, with no one putting into lost and found. Makes me so mad you can't trust anyone. I spoke to the GM Brian, he said he is investigating only a maid cleaned the room I was in so not too many folks to talk to . Said I could file a police report they can do more than he to extract information. He stated all employees take a lie detector test. My company will never stay with this chain again. and air conditioner broke pain to move when your staying 10 days or longer. Bad experience!

The women who works at the melville new york location charged my card with authorization and i have been there more them 90 days where is my tax money they are suppose to give you back
and i have my husbands military id for a discount i never got any
please help me clear this up this women calls me relentlessly yelling at me all the time...
[protected]
lisa

People screaming, argueing, slamming doors at midnight, running up and down the hallways, roaches in the room. Absolutely the WORST place I've ever stayed!
I was there from Tuesday till Sunday (for my vacation non the less) and this was every night. Didn't get any rest/sleep and the staff didn't do anything about it when I complained.
My husband and son got here Tuesday and are supposed to be staying for 3-4 weeks but they will be moving to a different hotel because they cannot get any rest either. They are so tired at work, dragging from the lack of sleep.
The manager wasn't in when I asked the first day I complained.
Devin was one of the staff that I expressed my concerns and asked to have it realized. Devin said he would relay it to his manager, I come outta my room at 9:38 Friday night (to see what all the commotion was, about 10 ppl in the hallway) a dog was running up and down the hallway, no leash, barking. Devin shakes a guys hand that had a joint in it and retrieves it from him while shaking his hand. (Same ppl room 108 that I had complained to Devin about screamimg/argueing, slamming doors at midnight) I asked if this was going to be happening all night again and he said what?
I said drug dealing, dogs barking and running loose, doors slamming, ppl running up and down the hallways? He just smiled and said I'm sorry about that.
This is the worst place to stay and would never recommend anyone to stay here unless they are ok with these things. I am not, I like to get a good night's rest and not be woke up 3-5 times a night.
This is what has made a mark on my Vacation and a reflection of Virginia. Very sad I have to say.

I moved into 40 State Farm parkway Extend Stay of America, May 6, 2018. I sign up for the EPP progam. Mandy told me, the next payment date was June 5, 2018. On June 4, Mandy called stating On June 4, 2018 I was late. Mandy said, I owed 41.00. So I came jto pay, Mandy was gone. I spoke with Debbie, the manager. She echoed the same thing, and the days of month ran shorter. But, May has 31 days. I paid the late fee of 41.00 and paid for the rest of June, 1295.00. I am very unhappy with both Mandy and Debbie. I do not think I have treated fairly. Changing the due date for their satisfaction..