Extended Stay America Reviews

Also the from-desk told my husband the housekeeping service is every 14 days!!! Whaaattt??? Are you kidding me? I don’t know if they are saying that because we are staying here until the 28 of February and that’s 14 days!!! Thanks God the sheets were clean because I read lots of comments at booking.com saying that the sheets were dirty and smelly. For sure If we find a better option that I am sure we will find a lot, we'll run from this place! Or maybe now that I am thinking they are discriminating because my husband got a little discount but what they don’t know is that we love to travel a lot only for pleasure.!!! Last one they are not offering breakfast because of COVID, really? What are you talking about? All other hotels are offering a really good grab and go breakfast.... And I am sorry but I will never give the opportunity to another Extended stay America hotel!!! NEVER!!!

I spent close to $10,000 (don't quote me on exact amount) and nearly a year staying at this location. Most of the amenities advertised were non existent. Besides my kids I brought with me as much of our luggage as possible as I couldn't afford storage. Most of what I brought can never be replaced. At first the manager rubbed me the wrong way but I pushed it aside. Early one morning my daughter goes to kitchen to make my son a bottle. I could hear her feet splashing water at which point my daughter tells me that the room was flooded. I go to check it out and it was worse than I could imagine. The folks next door left their tub running and ended up flooding three rooms. I lost so much, the only photos I had of my grandfather who passed, electronics, clothes, important documents, all gone.

The manager was very rude that day probably due to stress, however in front of my kids who just lost things they cherished she loudly tells me we had to leave. When I asked to call corporate she lightened you. They had to gut our room so they put us in another across the hall. I spent the better half of that afternoon moving our things to the new room and throwing things away. A front desk attendant came to me asking me to tally what I'd lost so they could file an insurance claim. It never happened and I struggled to replace some of what we lost.

So fast forward to April. Around 9:30 another guest at the property somehow managed to drive her car into our room hitting my ten year old and rendering her unconscious! I couldn't find her underneath the rubble and debris. I be never been so afraid in my life, my children and I will likely never recover from that. My daughter could have died. And we lost more our possessions. Laptops, cameras, dvds, my son's bassinet, kitchen appliances and more. The police never spoke to me, the hotel never gave me any information on the driver or even insurance info. So all the physical therapy, ptsd counseling, I had to really hustle to replace. But honestly that is not the worst part.

We were moved to a room on the second floor and once again I spent the day moving and discarding unsalvageable items. After settling into the new room I was told by mother that the property had randomly just charged her. I told her not to worry, it was likely a mistake but I would clear it up. Astonishingly I was told that the charge was an upgrade fee, even though the room was the exact same as we just left. I can't for the life of me comprehend how they felt it was right to charge me for a better room even though as though I had a choice or not to change rooms. None of us slept that night and rarely had since. So fast forward a week or two. The manager came to our room, my daughter answered and the manager had a problem with the clutter in the room, mind you there were three of us and very little room, it can be hard at times to keep up with it.

The manager once again said we had to go, that day! My daughter was in tears. I stressed myself out trying to figure out what to do and where to go. After nearly a year we were out. Again I spent the day cleaning, discarding trash and packing up the car. For nearly a week after that my kids and I slept in our car, or on friends couches. I have never been so depressed in my life, and angry as well. So moving on I contacted the hotel to check the status of the refund of taxes I paid. Not only has the hotel wrongly kept refused to address this, they've also flat out ignored the law that states any guest that's resided in a hotel for over 30 days and is considered a tenant.

The following factors are significant to our complaint and bad review of this hotel:

1. On the morning of 8/3, I smelled smoke coming into the bathroom vent of our non-smoking hotel room and reported it immediately to a hotel staff person who had just asked the guest across the hall if they were smoking in the room. After peeking my head out of the door, he quickly said that the knock on door was not for me. I asked him about the smoke and told him it was coming in through our bathroom vent and smelled bad. He acknowledged my report and said they were investigating the issues and assured me they were taking care of it.

2. I was alone, and not fully dressed, having just showered. My husband was in our rental vehicle calling to extend our car rental time. I felt unsafe and uncomfortable at this hotel when an unidentified person knocked at the door demanding a room check.

3. My spouse and I were threatened multiple times. When I asked who it was and why a room check was needed (again feeling very unsafe), he identified himself as the assistant manager and immediately accused me of smoking in the room and breaking hotel policy. I of course protested and proclaimed my innocence, explaining that I'd just reported the smoke smell myself, and that I did not feel comfortable letting anyone in while I was alone, half-dressed, and without a mask on. The assistant manager then threatened to call the cops. I pleaded with him to allow me to call my husband who was right outside in our rental car, but he impatiently threatened to call the cops again.

Before I could attempt to call my husband, the General Manager, Kaaliq **, was knocking on the door demanding a room check, and he also threatened to call the police even after I explained in tears that I needed to call my husband. I frantically reached my husband who rushed in due to my emotional call, and he was approached by Mr. ** who was not wearing a mask. My spouse asked him to please step back and wear a mask, which he did, but he and his assistant manager persisted in telling us to leave or they would call the cops, and they did, not even inspecting the room after my spouse invited them to. I was very upset and distressed at being treated so horribly.

4. My husband and I suffered public humiliation and severe emotional distress, especially after unjustifiably being kicked out with police called twice. First, because they suspected me of smoking in room and I would not let them in until my husband was called and came in to help, and the second time the GM called police when my husband asked for the assistant manager's name, which he did not provide. The assistant manager made jabs at us, first for being concerned about coronavirus exposure (using that as his reason to not inspect our room and instead call the police), then outside around his employees, clapping his hands in the air as we were packing up to leave. He created and escalated the entire situation, resulting in great distress for two non-smoker educators in their fifties.

5. The hotel did not fulfill it's advertised "great nights sleep", being "all about your comfort", "about making your travel easier", or having "all you need to relax in comfort and convenience". Night staff lobby radio (turned down after making call to front desk), loud staff talking, and laundry noise into the early a.m. prevented rest, in addition to poor customer service in the form of fraudulent accusations and unjustified threats. The front desk staff person was not wearing a face mask upon check in, and the assistant manager confronted both me and my husband without a mask on - he had to be reminded to put one on and to social distance.

In doing some research, there seem to be many complaints of non-smokers in non-smoking rooms being falsely accused of smoking and some even slapped with a hefty smoking fee. This is unfortunately a disturbing trend and scam with hotels across the U.S., and please be aware that Extended Stay is one of them. They target guests who are following their hotel policies with fraudulent accusations and frivolous calls to the police.

They will fabricate evidence when there is none, and in my case, someone else's cigarette smoke coming in through the bathroom vent not long before check out was their incentive to target and threaten me and my husband. The incentive is that they stand to make $250 extra for a fraudulent smoking fee, but they did not count on me defending myself and refusing to accept their bully behavior. They are counting on guests, particularly women alone in their hotel room to not fight back. Do not stay at this hotel unless you want to risk being falsely accused, threatened, publicly humiliated, and kicked out for disagreeing with management's unjust and unethical bully tactics. This is not a safe hotel for guests - do not stay here and tell everyone you now not to stay there.

When I spoke to three guest services reps in a week and was repeatedly told that I would get a call back from corporate manager, Brandi ** to resolve this dispute, I believed them. She not only refused to contact me, she closed the case with no refund and put a DNS (do not rent) status in my complaint file, meaning I'm banned from the hotel. Corporate has shown its true colors by not responding to my complaint, further proof that this is a highly unethical company that should be avoided at all costs. The manager was eager to tell us to complain to their corporate offices, because he know our complaint would be ignored and his bad behavior would once again be covered up and swept under the rug.

Corporate management has proven to be useless when it comes to helping paying guests resolve disputes of with management. A class-action lawsuit may be the only way to stop the unscrupulous behavior of management at this hotel, this company, and other Extended Stay America hotels in this chain. Buyer beware....read reviews before booking this hotel last minute. We learned the hard way, but are still hoping for a refund and an apology from the hotel manager, assistant manager, and corporate manager. Since they closed our complaint case so quickly and with resolution, I'm posting this review to warn others. I've also reported to BBB.

I walked into the office about 6:30am, with the intention of paying on my bill (I didn't know the best time to come in, but figured, check and see). I walked in and the guy (young, arrogant) was sweeping the floor, never once looking up to acknowledge that I came in. I said, "Good Morning," and waited for some kind of response, like, "I'll be with you in a moment," or maybe, "Good Morning?" I got nothing from this "**." So I said, "Hi!" and walked around his sweeping the floor right in front of me, still not looking up or saying anything that would suggest he gave a damn. I walked over to the front desk window.

He walked to the opposite of the desk. So, being a transplanted resident of California, I asked a question that you normally ask when you see someone who is appears to be from any place but the United States. "Do you speak English," I asked, thinking maybe he understood, but was gearing up to see why I was there. He snaps at me with, "Yes!" and then says, "Don't do that." I said, "Don't do what? I'm asking a question because you didn't respond to me when I spoke to you." Guess what? The guy starts yelling at me, and I have to be honest, I don't even know what he was saying, but after a few minutes of trying to talk over him, I opened up my phone and started recording his conversation, and told him I was doing so. He then walked into the back office, leaving me standing there. So I called the main office (the toll-free number). It was then I was given an apology and told to return after 8am to take care of business.

Needless to say, all I wanted was to get the A$$hat night shift guy reported, because it was clear he was used to treating people this way. Other people here said they gave up on calling the office for emergencies after hours, because this guy won't answer the phone, and if/when he does, he pretty much dismisses you with, "I'll get back to you." Everyone seemed to have a story specific to this guy, who apparently doesn't tell the day staff when there's an incident or situation that needs to be addressed.

One thing's for certain: I will never call the Merriam office in the event of an incident calling for assistance during the early morning hours. I will place a direct call to the police, because based on what I've been told, and what happened to me just recently, it's clear that Extended Stay America hired this guy with the same intent that you'd hire the least qualified to do the least amount of work for the sole purpose of getting thru the night.

Sad part is that Extended Stay used to be the place to go for rest, relaxation and respect from its workers, but that's no longer true. You learn to accept their responses to your questions - even from the legitimately caring personnel - "I don't know, I'll get back to you on that," or they just don't seem to be in the office during the hours of operation.

Again, the day and evening shifts are still pretty good - being new - but I'm more concerned about knowing the night shift has an understanding of who and what his responsibilities are, like "CALLING THE POLICE" when there's trouble, or simply being polite enough to say, "hello" when someone comes in to check in. The truth is, even if I wasn't polite to him - which I was - the professional side of this guy was supposed to be anything but what I saw that morning. Too bad about Extended Stay America. Clearly, they pick and choose where to place the best employees, then pile all the jerks into night shift positions, like junkyard dogs. My problem is that I didn't come here to pay for that. I wanted service - and respect.

I can say, for my experience during the last two months through much of the pandemic and through the riots, that the Extended Stay family, and Tammy (the manager) especially, has been exceptionally helpful to me. They go out of their way to answer questions, help with anything they can, and would never leave anything to chance in these trying times. Tammy did an amazing job during chaotic situations, and kept her cool, never letting customers or other employees see if she was letting the stress get to her. And the rest of the staff must be following her lead, because they all know how to get the job done with an awesome attitude! Keep up the great work! And thank you so much for everything!

My permanent housing was delayed two weeks so I had to rebook my lodging two more weeks. There is a golf tournament in JAX this weekend so my rate almost tripled after three weeks. Their greed would rather have a couple folks stay a few days at a premium price. Extended Stay America is NOT a premium motel. It’s a dump. There are people living in this place, while I can afford it but my principles won’t allow me to stay here.

Customer loyalty is non-existent here. They put a granola bar out front and a pot of hot coffee and call it “grab and go” breakfast. The laundry...they gouge you for $2 for each washer and the same for drying. The other day the dryer “ate $2” for the dryer and when I reported it, she said “hey, move it to another dryer”! Ok, jack** thanks. Can’t remember the last time I was more offended by a hotel/motel and last year I stayed 168 days in a hotel. Jeffery **

This morning 2/26/20, my husband goes to get the coffee and oatmeal that is set out for breakfast. He asks for sugar and the front desk worker states there is none. Then my husband goes to the front desk for toilet paper, again, the worker states there is none. Now 8 hours later my husband goes back to the front desk for toilet paper, the worker stated "you can go buy some". Finally at 10 pm my husband goes to ask and the worker hands him 1 roll off of the hospitality cart and writes my husband's name down, stating "they might speak to you about it tomorrow". I'm not understanding how there's a problem with giving us the amenities that comes with the room.

On Sunday morning, I got up and went out to leave for work around 7.15am and discovered that my vehicle was missing. My husband and I went down to the parking lot and did not see any glass, as our first thought was that the car had been stolen. We then went to the front office and found the Manager on duty and told him that our car was missing. He was going to call the police, but said that he would check with the towing company first. He spoke to the person on duty and confirmed that our car was there. He asked the person why the car was towed and they said that I was parked in a fire lane and obstructing a handicap zone.

The manager then told them that this was not the case. After putting down the phone with the tow truck company, he then asked us to take him to where our vehicle was parked. He said that nothing made sense, because there was no reason for our car to be towed from the location where it was parked. He then called his manager, who came out and together they came again to the location where my vehicle was parked and both agreed that there was no reason for my vehicle to be towed.

In the meantime I could not get to work and had to call out. Missing a day's work cost me an income of $130. I then went and collected my car and had to pay the towing company $240. On Sunday my husband called Guest Relations and spoke to a lady who took a record of the complaint and told him that unfortunately no one was available to assist him and that he should call back Monday morning. I believe that this call was recorded.

On Monday, 02/03/2020 my husband called guest relations and spoke to a different lady who told him that guest relations could not override management's decision, and that the decision was final. She said that the pictures that management took showed that our vehicle was illegally parked. I have since acquired these pictures and I am shocked. The pictures prove that my vehicle was moved from the spot where I parked it, to the front office. Once parked outside the front office building where there is a fire lane and a handicap zone, pictures where then taken and placed on file.

The guest relations agent also told my husband that management called our room prior to let us know that the car was going to be towed, which is a lie. No calls came through to our room. He was also told that other guests on our block were also contacted. I have reached out to guests staying on our block. I have their names, room numbers and comments and not one of them was contacted. That the staff member(s) of Extended Stay America and the Northwest Auto Service Tow Truck Company orchestrated this and that guest relations response is to not even investigate this matter further, bears a poor reflection on the company as a whole.

I consider this a criminal act. I am shocked and appalled and angry at the way that this company has dealt with this matter. When my husband told the guest relations agent that he was unhappy with her decision and that he wanted the name of someone in upper management, he was told that she could not divulge that information and that a supervisor would contact him in 48 hours, but that they would basically tell him the same thing that she just did.

The clerk Anthony decided to laugh hysterically at me for going to the ATM to get cash to buy quarters to do laundry. I mean he didnt stop laughing until I went back to my room. He gladly sold me an amenity card for $2.50 just so I could put $4 on it to do my laundry. Then I paid $1.50 for the laundry soap. I went back to my room and called customer relations and sat on hold for 20 min for them to close and I finally got picked up by reservations. They were no help other than taking my name and number for someone from customer relations to call me back in 24 to 36 business hours. So I will find out then why I spent $11 for "the cheapest hotel laundry" advertisement while on hold for customer relations" my laundry.

Representative "Sarah" then put us on hold and stated that she spoke with the "Hotel Manager" where we stayed to resolve the matter (which she said had an "indefinite" time frame for us to receive properly due credit); by this time, "Sarah's" manipulative approach was getting a bit much, so we asked her if she really did speak with the Hotel Manager, to which she slyly responded that she spoke with a "member of management." We again asked if she spoke with the "Hotel Manager" as she lead us to believe, to which she again responded, "I spoke with a member of management."

We then asked to speak with Sarah's supervisor and she pushed back refusing a transfer and that she would need permission from her supervisor first before transferring. She left us dangling on hold and curtly said that she would transfer us and we could leave a message (No supervisor, just leave a message). We won't be booking with this Hotel again given the horrendous customer service and record-keeping; unfortunately, we encountered a manipulative representative who made it that much more horrid.

My husband experienced a disrespectful encounter with the Assistant Manager with poor hospitality etiquette. We requested not to have room service when we're not available, and the Assistant Manager Melissa asked my husband, "What was he hiding?" He told her, just because he's a ** man, doesn't mean he's a criminal, we're not hiding anything. We prefer to have our rooms cleaned or wellness check when we are present. We don't have a problem with wellness checks, just do it when we are available.

She then said my husband needed to leave and he told her he will not be leaving unless you refund me the money for the days we paid up. She stated she can't refund me because we paid through PRICELINE. She said, "I'll call the cops on you and you will leave." My husband said, "You can call the cops, I won't be leaving until my checkout date, and I haven't committed no crime." Again, she calls herself an Assistant Manager, but does not know how to properly handle situations, instead she escalates them. The manager Timothy was witnessed to this blatant accusations and disrespect, and barely diffused the situation. How does a request for not having housekeeping daily, go to call the cops on you, OR you will not be welcomed back at Extended stay. Her managerial skills definitely needs more training when dealing with the public. This was a bold display of colorism discrimination and harassment....

I’ve NEVER ENDURED SO MUCH HOSTILITY AND JUDGEMENTS FROM THE STAFF IS RIDICULOUS & the Senior Management is no better. FIRE & REHIRE THE WHOLE DAMN STAFF. They all need to learn customer service skills. You can tell a lot from someone’s actions or facial expressions and they all have their differences but the way they speak, or demeanors are all evil thoughts about the customer. Please VO/PRESIDENT/FBI/JSO WHOMEVER PLEASE PLEASE contact me **.

About a week later my husband and I were shocked to find that our credit card had been charged for a one night stay. We called and explained the situation to the regional office and we were told that a request had been submitted to refund our money. A week after that we had received no refund so my husband called the location at which we were supposed to have stayed and was told they would "look into it". We have not heard back and have not received a refund. Beware!!! I will never attempt another stay with this chain.

Of course, this is frustrating and I wish they had called to tell me this, but at least I knew now. The individual at the desk even offered to call around to find a place, but I declined since I was just going to find the next spot closest to me. The person at the desk even canceled my reservation so I wouldn't have to pay which was wonderful. At this point, my only complaint was that it was an inconvenience to me, but it got taken care of. The reason for only three stars was because of the experience my friend had with them the same night.

After my misfortune, I told my friend that she might want to call to see if her room was still there. She called them to tell them that she would be late and to see if her reservation was still there. They told her yes. When she arrived early in the morning she was greeted by locked doors (which I'm not sure if that's normal or not) and a rude receptionist letting her know that they already booked their last room and had nothing for her, leaving her to try and find a place to sleep at 1 am. Mind you she called earlier to inquire about her reservation. While I got lucky and the person I spoke to canceled my reservation, hers did not and she had to jump through hoops to make sure she got a refund. I am not sure what it is actually like to stay there, this is just a customer service type review.

The rate was never $849. $1123 is what the cost was after tax and what I assumed was the pet fee. When I checked in the manager gave me the option to make a minimum payment of $236 instead of all upfront so of course I said yes but I made a $400 instead. No receipt was ever given to me and when I requested it they printed the screen showing I used a Visa card, no date, no room rate, no taxes nothing. So each week for w months my room key was turned off or they called and asked for payment so I would go down and give them my card for payment. One day I said, "Card not working what do I owe" and the other manager said I was all set, so I said ok thinking I was paid up. This continued until Middle of July when I discovered my bank account was missing a whole lot of money in a short time.

When they kept telling me I was all set that meant they saved my card and were charging whatever they felt like whenever they wanted! One day they took $350 the very next day they took $650!! I said, "How can you charge my card and not tell me and for random amounts." They said, "You were supposed to pay the month upfront in full," I said, "From time I checked in I was given the option to pay weekly so I did and no one ever said we will charge your card without your permission or ask me for a credit card authorization for automatic payments."

They have had several managers and employees while I was there. They kept charging my card randomly and no receipts given. Then at end of August I get an email saying, "If you would like to extend your stay contact the front desk." I had already made arrangements to stay somewhere else but I called front desk because if I didn't have to move I would stay until end of October. Front desk manager said, "Yes no problem," I said, "But I need to know how much the rate is before I say yes." He said, "Your rate will stay the same!" I said, "It will?" He said, "Yes!" So I said, "Well ok then I'll just stay here" and actually booked through November and if I left before then there was no charge.

Second week of September I had to pay my sales tax for my business and it prompted me to check my account only to find extended stay was taking out $500 every week (rate was $31.99 per night tax included) so I called front desk spoke with main manager Clarence who never says hello or how can I help you. He just looks at you like he needs 10 years of sleep. He said, "We've been taking $500 every 7 days!!" I said, "That's more than double what I have been paying," he said my introductory rate was over and I was now paying $71.99/night!!!

I told him about the other guy saying rate stayed same and I wouldn't have stayed if I knew this and how can you just keep charging my card whatever whenever? (I reported this to guest relations months prior and it was never addressed along with the fire alarm going off all hours of the night and day for 2 months straight so loud you have to go outside whether it's 3am 6am 9pm midnight etc and a cockroach in my bathroom!!!!) Nothing was addressed. So now I was fuming and Clarence the main manager said he would honor the original rate until the end of September but starting Oct 1 it was going to be $66.99 per night which is still more than double. I said I'm not paying that.

He also said he would manually go back and credit me the difference, I said will someone call me and tell me how much that will be. He said he would and guess what he never called (friday afternoon) so Monday afternoon I called front desk. Spoke with Rosie another "manager". She said $500 was refunded. I said well that still not correct. All he did was credit me $500 when it should've been just under $1000. She said, "I'M JUST GOING TO CREDIT YOU THE OTHER 2 PAYMENTS" (there were 4 total payments). I said, "All 3?" She said yes, apologized and then says, "But you will still owe $292." I said, "Why?" She said, "That covers the rest of your stay". I said, "Fine but I cant do that until the money is refunded." I said can I make the payment Saturday. She said yes.

Well on Tuesday my card didnt work. I went to desk manager in his office, looks at me, then turns back to his desk. I wait 5 minutes then I pick up the phone and dial 0. He still doesnt move. Then Rosie comes out says, "Hold on." Then gets the manager Clarence who ignored me. He say, "We need payment today." I said, "What happened from yesterday to today things changed again?" He said, "We need $590!!!" I said, "What??!" Didnt say why. Didnt give me any receipts or information. He said I have to get that payment. I said, "You have messed with my money and until I see the money in my bank account I'm not paying anymore money." I said, "My dog is in my room and you need to give me a card to get in." He said he would do it for a more day!

I couldn't believe this so I called guest relations. All they did was take a message. The woman was sympathetic but nothing happened even though they say the general manager has to call within 24-48 hours. I said, "What if he doesnt fix this who else do I call." She said there really isnt anyone else. I said corporate has to have somebody to address this. She said, "Call us back if you dont hear back." I didnt hear from the gm until I left 3 voicemails and an email to the corporate guest relations manager (never heard from corporate).

General manager calls me 6 days later. I tell him everything including my dog was taken by local animal control because hotel was evacuated due to the sprinklers and fire alarms and the hotel never contacted me to tell me any of this was going on. I found out because the animal control called me which they obviously had my number because the hotel told them yet they couldn't call me. All animal control said is hotel was evacuated and she didnt know why. I called hotel. No one answered. It just kept ringing! Called other location in Greece NY. They told me no one can go back into hotel. I said my stuff is there. I've been living there for months and I had important stuff for my business in there, they said guests can stay at the greece location for 2 nights so I stayed one night there then went back as my room wasn't affected by the sprinklers.

He said he would look into charges and get back to me. He calls me back next day with Clarence also there. I called guest relations again. They were closed after 6pm so I spoke with reservations who told me looking into my account, there was a note from when the place was evacuated said ok to credit customer for a few days if need be, this was never disclosed and credit was never given. The GM Robert (Bob) ** solution to everything was, "We can offer you a rate of $36.99/night and we can either credit you for 5 days at $29.99/night" OR not charge me for the back dated pet fee I supposedly didnt pay in my $1100+ per month from June-September and that's when I found out my dog was listed as a service animal.

(He said, "Your dog is not a service animal. I said I never said she was!! Apparently if you have a service animal there is no pet fee, how the heck would I know that and my dog is not and has never been a service animal. This goes back to my starting the guest relations person had to of entered it that way for the inconvenience of my original reservation rep stating I could only stay 30 days. That's all I can think of as to why because I certainly have no control or knowledge of what they do). So I said to the GM, "The comped days I was supposed to get from the fire alarm evacuation is what you're offering me or you will waive the pet fees from previous months that werent paid according to you?" He said yes.

I said all I wanted was the same rate I was told I would have if I extended my stay past August and I agreed to pay the 36.99 instead of 31.99. I said, "But you're not being fair when it comes down to the offer." I said, "The free nights you're offering to credit me is what I should've had already from what happened with the fire sprinklers and dog being taken!" He took it personally and I said" This is business and you are acting very professional." He didnt like that and proceeded to day which one will it be. I said I'm not paying any pet fee if I take the free nights comp. He said, "Well that's your option." I said we I'll be calling corporate. He hung up on me! I let an hour go by then I called back and he wasnt there.

I told front desk I wanted to make sure my room key worked when I got there. She called manager who said I have to pay $15 and she didnt know what for! I then discovered they took $590 out of my account again!!! I went to get my room card, front desk said GM said my reservation was ending two days from then instead of November. I LEFT THAT NIGHT AND CANCELLED MY DEBIT CARD. Never heard back, no resolution, no free room and never received my overcharged money back.

I checked, and this is true of all of our websites that list Extended Stay America. There are plenty of hotels that say up front that the room rate is nonrefundable, but no other hotel resorted to trickery like this. Saying that it IS refundable while sneakily hiding the fact that people would have to go back a year in their time machine to do so seems like an intentional way to defraud people to me. And the manager made it clear he was very aware of this sham, so it couldn't have been an oversight. The other question I have is this: how bad must a hotel be to resort to entrapment in order to make money?

I am a software engineer. I stayed in this hotel for 2 months. I reported the following problems on the 1st day of my arrival:

4. Fire alarm was broken. (see photos)

But day after day, hotel management was not only lying to me, they have started threatening that if I further complain, I have to leave. I complained to their top management including the CEO. Forget about fixing any issues, I never got any response from any of the top management, which is the proof that they were agree with me because they never defended in written or via email.

The severe problem, I faced there, as refrigerator was constantly leaking, sometimes floor was getting full of water. One night I slipped and fall on the wet floor. Next day night, I complained. They simply lied and ignored. Another problem, I faced that as exhaust fan was running 24/7, due to noise, I couldn’t have good sleep at night. Instead of all these serious issues, I couldn’t leave this horrible hotel because I paid for one months in advance and I was in fear that if I leave they won’t refund my money. Finally they kicked me out by lying to the police as I complained to their executives. Don’t trust rating agencies. Any business can buy good ratings/reviews by money (‘pay to play’).

I've had conversations with housekeeping and they told me that management really has no idea what's going on in that place even on the third floor with a smell of recreational tobacco. Fast forward the story a month-and-a-half into my stay I was asked to leave because they said that I was smoking cigarettes and that it smelled. They should really really really check into who they throw out of the hotel because now my fiancée is back home living with her mom and I cannot go back to families' houses due to personal reasons cuz I'd be a burden to them in a certain sense. I'm sure they would accept me but I won't go.

So now I'm living out of my pickup, sleeping my pick up, going to work the next day and taking showers at friend's houses. I've called and had a conversation with them and told them the whole story. Apparently apparently I'm in their computers as a situation LOL yeah some situation. Well I got thrown out of there. I'm still waiting on my reimbursement check. They said three to five business days. I talked to the district manager. She told me that it was processing and now I get off the phone with guest relations only to tell me that it could be up to 21 days. I told him the whole story. I'm not living out of my truck waiting for the check to come in so I can move on with my life. I am struggling to keep my business up and this is not a good scenario. There's a lot more to this. Too long to get into.

Upon entering the bathroom, there was a dirty washcloth hanging over the shower curtain obviously left there by the previous guests. The bathtub had scum and a ring around the tub, it was obviously not cleaned. The skirt around the box spring had a very strange liquid spilled on it, Timmy it look like mucus or some kind of snot, it was disgusting to say the least. The television service had basic cable. When I say this I mean analog about 20 channels, no On Demand, no service to rent any movies, very disappointing. Inside the refrigerator was a half empty carton of eggs still sitting in there from the previous guests or who knows.

Now if you can understand this, my mother and I stayed at a Sheraton Hotel two weeks prior to this stay and we paid a total of $167 and it was absolutely worth every penny. This hotel somehow when we checked out the total went from $148 to $168 with us still confused about all this extra $20 fee back has come out of nowhere. We would not recommend this specific hotel to anybody. It was a complete rip-off, and we are going to do everything within our means to get some kind of refund and get to the bottom of the extra charges on our bill. BTW, we were told upon booking that we would receive free breakfast. Well their idea of free breakfast was a small little dresser with a coffee machine and a few breakfast bars, unbelievable! All this for $170 a night!? Absolutely ridiculous.

I spent my birthday sleeping in a car. Because of this my birthday was completely ruined and I would not recommend anyone to stay at that hotel. I filed a complaint and they're trying to tell me that they had Pest Control go out there and that there are no bed bugs which I know is completely ridiculous because I have pictures and I have videos of that and they still won't give me a refund. I'm completely dissatisfied. Would never recommend.

I’ve never been nasty and never will be but how would they know if my room was trashy or not if they didn’t go rambling in there every time we leave also the tub water didn’t drain bathroom smell of sewage.... By the way I’m **, don’t think we were wanted there for a long period of time... IN MY OPINION THEY SHOULD HAVE PAID ME TO LIVE IN THIS TRASHY ENVIRONMENT. Any visitors coming need to go to the Southwest one so much more cleaner. This building needs to be close by the city. Oh yeah and by the way I have the photos of what’s I pulled out the tub.

Essentially I was told, "too bad". I have many many other guys who travel around with me who stay at hotels and have assured me they will stay away from ESA from now on. They could have easily refunded my prepayment and kept me as a future client but made the decision to keep the payment and of course, I'm sure they rebooked the room as well to make double the normal rate they would've made had I stayed there. Never again~. So potential travelers, keep in mind, if you book with this chain and for some reason you have to cut your stay short, kiss your money goodbye.

When I finally reached the person who said he was the manager, he insisted that no one could have stolen my card. I told him I had the card and it was the number that was stolen. He kept interrupting me and when I said "would you please let me finish" he hung up on me! Never got the chance to suggest that he check their machine for a scanner. And, YES, I tried notifying their corporate office but couldn't reach a warm body.

The kitchen was not equipped, it was only if you went to the front desk and asked for items would they be provided. The kitchen had rusted out electric burners, you would think these would be replaced as I would be afraid that I would need a tetanus shot if I cooked anything on them. The tub was sprayed with an epoxy you would find in a high end garage flooring so it was like fiberglass under your feet. And the shower head trickled water out so the shower took twice as long. I would NOT recommend staying here and would NOT stay here again under any circumstances.

I asked to speak to the manager and there is no manager there. She wasn’t even going to call him. She did call finally and he was externally rude as well and refused to work with me. He said they had the right to refuse anyone. Which I get, but they continued to treat me like I did something wrong. Mind you, I paid for 8 nights there, over 500 bucks and the one day I just needed a bit to pay for another night they treated me like this. She even threatened to call the cops on me. This place is a joke. They should be ashamed of themselves and their staff. I’ve never been treated this horrible at a hotel in my life. Even staff members at motels are nicer than these animals. I’m doing everything in my power now to make complaints wherever I can. Now I’m worried if they will even give me my 100 buck deposit back. What a nightmare of a day or was. I’m absolutely disgusted.

This is a list of what I have seen and experienced with the rooms: missing towels, no toilet paper, nonworking lamps, AC not working, leaking fridges, windows won't shut, food left in microwaves, holes in walls, no hangers for clothes, garbage in hallways, terrible odors in rooms, cigarettes all over property as well as dog poop, and a pimp was asking if people wanted a hook up. Just gross, and this ESA needs a clean up and new management that actually cares about the state of the rooms and their guests, as now they clearly do not care. I will never stay again, they lost my business.

I contacted corporate and they got back to me saying they were going to find out more about the incident over the weekend and that was many weekends ago. I haven't heard anything from them at all. Please never pay your hotel stay with your debit card at all, always use Credit cards. I sure learned my lesson too late because I will never see my stolen $250 never again.

I was sitting in my bed And I feel something coming in my foot. When I move it I find there is a cockroach. I took a picture and then I went to the Lobby. When I told them what happened the manager hey says, "We gonna move you to another room." The manager he didn't say sorry for nothing. He just say, "We can move you to another room." This hotel in Nashville Tennessee. I forget. Does it to say the microwave where is dirty. Don’t reserve this hotel on the phone. Come and look at it first before you pay. That’s all your money you just put in trash.

He didn't care. So I had to leave my job to gather all my things and move out. I had a good job in a Drs office. I was fired and had nowhere to go. He kept knocking on the door wanting me to hurry getting my 2.5 months of belongings out and was talking about me with other residents and employees. That was the worst experience. As well as embarrassing and I was jobless. The only one who showed compassion and was very professional was the assistant manager Genna.

Front desk did resolve this for the most part. The room was dingy, but I thought it was fine, until... I returned from my two-night stay here and started developing bumps on my arms later that evening. BED BUGS! Now, I have to disinfect everything I brought to that room and have about 20 large, itchy bites all over my body. I called the hotel to complain. They said they would look into it and call me back, I bet that is the last I hear from them. Very dissatisfied with the Extended Stay-Auburn Hills-DORRIS RD hotel, and I repeat, BED BUGS are here!

The day after I made a lot of calls at Extended Stay America call center but everyone told me a different things. It was impossible to talk directly with a manager, only after many calls one operator spoke with 2 different manager. Their name are Bianca and Willy ** and he reported me that the managers told that I had to pay another reservation for 13 nights (2+13=15) and only if I paid and stayed in hotel until the first check out day, they will refund me of the first payment. When I arrived the second evening in hotel the attendant told me that I could be stay until the check out date and after they will refund me the 2 nights extra I paid.

But today I receive an unauthorized charge of more than 800$ dollars upon my credit card. I called the hotel but the girl told me she doesn't know anything about. So I report to my bank and to Mastercard that it was a theft and not an authorized payment. I will proceed with the lawyers to have back the money and have Refunded of the damage they did me. So be aware of Extended Stay America or you will lose your money without a room to stay, even if you paid for that room.

I am currently losing over two weeks worth of residual income because I use my computer for work. I am not happy about the situation and the length of time it's taking for Extended Stay to come up with a resolution but I appreciate that Jim keeps trying to get hold of the insurance adjuster and keeping me informed of every attempts he makes. He sees my frustration every morning and empathizes with me. That is care and consistency: An elite level of customer service. Not everyone gets to that level and it cannot be taught, you either have or you don't.

He finally got hold of another adjuster yesterday, very pleasant guy, and things are finally moving in the right direction. Jim also comped a few nights to compensate for some of my wages loss and the inconvenience. I do not understand the delay in resolving this particular issue, I suspect neglect from the previous insurance adjuster which sadly reflects very poorly on the Extended Stay brand. Thank you Jim.

After 3 hours of buzzing in our room and our room only, and Storm requesting multiple times for us to wait it out, we asked to be put up in a different room for the night or to be transferred to another Extended Stay location as per protocol per guest relations via two phone calls I made that night. We were told by the front desk (representative name was 'Storm') that after speaking to her manager Ryan who was not on site, we had two choices, first choice, stay in the room with the loud buzzing alarm, or our second choice, leave. No offer of our money back, no attempt to place us in the Dresher location or give us another room at the Welsh location. This really happened. I recorded this conversation and her fit of rage all on my cell phone.

Storm was dishonest, shaking, and twitching, she cursed profanities at my family, including my 11 year old child and threatened me personally with physical violence, and explained to her other guest who were standing in line that I was a '**'. Still all in front of my family. My family had no choice but to leave the location, while transferring our possessions from the room to our vehicle, Storm proceeded to go into room 143 with a young male, one of the guest who was previously waiting in line that she insulted me in front of and too.

Jeanette was also on duty, we explained we would be back October 31 2018 to resolve the issue. Jeanette said she did not know where Strom had went to, so we told her and Jeannette proceeded to retrieve Storm from the young male's room 143. I recorded this as well, but left to avoid further confrontation. From there, my family left, without any refund and are staying in another hotel in the next township. I plan on following up asap. This is unacceptable behavior.

Once we pulled into the lot, it wasn't easy finding the entrance to the front desk. When we walked into what is called the lobby, that should have been our first clue that we were in for a mess! We checked in and proceeded to our room on the top floor. Elevator doors open up on the top floor and it was pitch black. Bulbs burnt out. Walked to our room, opened the door, set my suitcase down and decided to move the vehicle closer to the end where our room was. Got back into the room and was met at the door by my children saying there were bugs, someone's clothes still in the drawers etc...

I decided to look for myself and it looked as though housekeeping made the bed and removed the shower curtain and spot cleaned the bathroom. THAT WAS IT! I saw a roach type bug on the wall in the kitchen, one in the sink & fridge door, inside the microwave was dirty, clothes still in the drawers, sandals under the bed along with empty water bottles. There was an empty energy drink between the nightstand and wall, no shower curtain, marijuana stems and particles left in desk drawer, floor wasn't vacuumed and it smelled dirty in there.

I called the front desk and started to explain the situation. She asked if she could call me back due to the fact she was dealing with another customer. I took pictures to show if she or anyone would like to see them. She did call right back and I explained the condition of the room. She said she would be willing to give us a discount for our stay but I declined saying I wouldn't stay there for free & I would like a full refund. She was very kind and kindly agreed to do so. I would NEVER stay nor recommend this Extended Stay! We have stayed at other Extended Stays and they were VERY nice. NOT the case at this place. Extended Stay America should be ashamed at how this one is run and taken care of. This hotel ruins the name of Extended Stay.

The room is only 300 square feet and has furniture. I would have stepped in it if there was something there. I also checked the bed linens. Nothing except being dingy for not being cleaned. My company paid my bill but the hotel charged my credit card 272.19 for cleaning. They never informed me of the charge. They used my card meant for incidentals and charged it 272.19 and no incidentals. After 5 calls to customer service and escalation to district manager who never called me back. I finally spoke to Amanda.

The GM who said the housekeeper didn't have to pick up the dirty dish left in the hall and by her own admission said this housekeeper does not work there. Was just filling in. That explains why I never saw anyone during business hours cleaning any room down my hallway. When I left no vacuuming of any halls. Blankets left in the halls and dirty dishes left on the floor. NO receipt for the 272.19 I paid, Amanda said the room needed deep cleaning and she blamed me. I said did she see the room or have proof. She said no. When I called a 7th time to customer service they said Amanda closed my account and no refund would be issued. Pretty sneaky, and very dirty, DO NOT GO UNLESS YOU LIKE FILTHY, UNPROFESSIONAL BUG INFESTED HOTELS. I have pictures of my bites. Amanda called me a liar and never asked for pictures. I have proof.

I had to ask for a mop and a broom. I Lysol and bleached down the kitchen and bathroom. Swept and mopped the floors. 20 minutes after check in the fire alarm goes off and I couldn't get my disabled spouse down the stairs due to the disability. Hence the booking of the disabled room in the first place. I spent $400 to not be happy this whole trip. To top it off the guys in the room next door had prostitutes running in and out every night all night! Never again!

The second time I was told maintenance was gone home and to wait till tomorrow. I had to call corporate to finally get someone to come two hours later. Yet again nothing was done by corporate. When I finally decided to sleep in the bed, I woke up with bite mark all over my right side, back, and arm. When I notified the manager and corporate they stated the maintenance man didn’t see anything. They changed my room once I got off a 12-hour shift but I had to move 3 months worth of stuff and groceries alone without assistance and they gave me $10 to wash my things. I had to throw away all my new pillows and blankets. There is no follow up from management or empathy for paying customers. It’s cheap but there’s a reason why! Go elsewhere.

Not one time did the lady inform me that in the early am less than 5 hours from when we checked in we would be awoken with a loud knock on our room door. As we walked to the room I notice a sign on the door that said, ”starting at 8 am a few would be coming to each room to begin to take out mattresses and bring in new ones.” It also said they would start at the vacant rooms. I thought we were safe why would anyone take mattresses of their guest who were sleeping!!! Well I was wrong 9:15 am came and went the banging on my door started. I opened the door and asked what they wanted. The guy said he needed us to get off the bed so he can come in and take them away. I was like, "No you are not taking the mattresses my children are still sleeping." He said, ”mam I have orders to take your mattresses now.” I said, ”hell no.”

I closed the door and called down to the front desk. I told the lady the paper on the door said vacant rooms first. She said, ”well now they are doing it as they please and we need to let them in." I told my babies to get off the bed and I started to call Priceline. That is who I had made the reservation through. Those ** didn’t help me. They said they had to call the hotel and ask them if they could refund my money. What? Expedia doesn’t do that. I called down to the front desk asking to speak with a manager. A few minutes later the manager came. I was very upset I was extremely tired and emotional. Never ever have I had mattress ripped out from underneath us.

The manager came and we began to argue. I said nowhere on the Priceline website or the website for Extended Stay America Northgate in Sacremento did it say that mattresses will be being replaced starting at 8 am. I never ever would have stayed there. The manager said, ”well you slept didn’t you?” I said, ”slept 5 hours being pregnant dealing with a sick little boy is not sleep.” He said, "Well this is what I can do. You can stay as long as you like today and I can give you half your money back."

Yeah ok let me stay in a place with no mattress and furniture falling apart. At this time it was already almost 11 am and still no mattresses. The manager said the guy told him I didn’t want him to come back and bring the mattresses. That was the funniest thing I had ever heard of. Why would I not want new mattresses so my kids could possibly go back to sleep. I had to call Priceline to tell them the manager allowed for 50 percent refund back. Why the hell I didn’t get full. I don’t understand. I will be calling corporate to express my concerns. Why would they do this and not have a notice when people try to book. I had the worst experience of my life. This is definitely one for the books.

At this particular location, there are the regular hotel customers. There are also low income and homeless people who stay at this location. It is not unusual to see a drug user a few rooms down the hall from parents and children. With the predicament of homelessness, mental illness and drug addiction, there should at least be a notice onsite for the customers to review and to be informed of who is sleeping next door. Cleanliness, social awareness and safety are a few concerns to be discussed here at ESA Orange, California. Please help others to be informed. Stay vigilant.

We looked at our bank account the next day and seen more charges. We called hotel. They told us they were going to charge us $200.00 for smoking in a non-smoking room. We don't smoke! They reduced it to $65.00. Last I heard they were going to refund that amount. Someone had obviously stayed in our room after we checked out. And we were being charged for it. We believe the staff had something to do with this. Don't stay here unless you want your life to be turned upside down. Management never called. The staff are liars and thieves!

Day 4 we FINALLY got a few things; 2 large plates, 3 saucers, 1 bowl, 2 knives, a set of oven pads, a cutting board, strainer and a coffee pot. It's sad when this little amount feels like opening your first Christmas present. Still without any way to cook we were still left to our own devices, which meant either cooking using aluminum foil (which worked but obviously not ideal) or going out to eat. Today is day 7, finally checking out tomorrow, and we still have nothing to add to the kitchen. Eating has been a challenge, where what we did buy grocery shopping would have been plenty for our stay, most will have to be thrown away because we can't cook it, not to mention the couple hundred dollars spent for dining out. I should also note that we chose this hotel chain because I have Celiac, eating out is hard, dangerous, and sometimes I've had to do without while feeding my own family.

Trying to contact anyone at the corporation has been nearly impossible. On day 2 I waited for 20 minutes on hold to try to speak to a customer service representative to no avail. I then sent a complaint through their website as well as tried to reach out via Facebook messenger on their page. Facebook was (and still is non-responsive), I did receive an email back from the company 2 days later offering us a free single night visit in the future. I responded to this email stating we want nothing free, we just want what was advertised when we booked the reservation (through their own website). Since then it's been crickets.

We are/we're in the area for a large youth bowling championship and know many in this hotel as well as other Extended Stay America's in Dallas, and no one has had a good experience or acceptable resolutions. While I thought initially this was just something related to this hotel, it's become clear that the Corporation has and continues to fail across multiple locations without what seems to be a care. My advice, spend an extra $100 dollars and upgrade to a more reputable hotel, in the end you'll save more money. If you're left to your own devices, make sure you have aluminum foil and pick up plastic ware at your local fast food joints! :)

We complained about it. They sent the maintenance guy to our room to look at it but they said there was nothing they could do about it. So we had to let our three year old daughter watch TV and wait for her to fall asleep before we were able to watch TV. We wanted to get in the pool but it didn’t look very clean. I don’t recall seeing anyone in the pool the whole six days we were there. There was another guest in the lobby complaining about her stay there as well. I was very dissatisfied with our time there. I will never stay at another extended stay again. Especially not the one located at 1805 N Westshore dr in Tampa Florida.

We ultimately checked out at 3am because none of us could sleep. I booked through Booking.com. They confirmed I booked 2 kids, 2 adults. The hotel said we only booked for 2. We were supposed to have double beds but got a king with a pullout sleeper with crumbs that was really a single / twin. I have filed a complaint so we will see. Do not use this chain. I will not even bring clothes in that we had in that room. I will take them from the suitcase outside and wash them. The suitcase will stay outside as well once we get home. Beware.

The restroom was dirty, mold in the shower, toilet was broke, shower head broke, and there were cigarette stains in a smoke free room. The a/c unit was falling out of the wall, plugs not secure, phone was not working, and the alarm clock was broke too. The breakfast was a joke, two tiny muffins and lukewarm coffee. Also, the grounds were unkept and the flower beds had used mop heads and use pads in them. I needed to wash clothing and all the machines were broken washers and dryers. II would never recommend the motel to anyone.

I was placed in the room next-door. Went through a similar problem but in the bathroom for fecal matter and waste flooded the bathroom. Seven days have gone by. I ended up checking out of this place and staying for three days in another location. I was emailed by management that my new room has been cleaned after arguing and being hassled about the room. I came back to the hotel and there is feces on the floor and on the toilet. I sent pictures to the manager. This was around 11 o’clock today. I’m still waiting here within an unclean bathroom and no response from management to date. This hotel should be a last resort.

I checked out of the other hotel and came back here under the guise that this hotel room had been clean. Given the weather and hotels are booked I’m not able to check into another hotel which is very unfortunate. This has been a very stressful experience and I already am dealing with medical conditions and this just simply complicates more. Again do not check into this hotel except if you have no other place to go.

It took me several weeks to have them come in to exterminate the roaches that were in my room and several others. I actually had to go out and buy roach traps out of my own pocket. Management was fully aware of these situations and intentionally did nothing. I regularly can't even get my weekly cleaning done to my room and most of the time a really bad job is done. I would not recommend staying at an Extended Stay America ever as this seems to be their corporate culture. On top of that when my handicap accessible van was even vandalized by another guest I couldn't even get the manager to review the security footage. They didn't throw them out for another 2 weeks.

However we were offered ice trays like ice was going to magically appear within minutes. Let me add, this room which we ended up staying in happened to be the third room that we tried. The first one the lights were broken so it was very dim and it looked creepy, the second room had a strong smell with loose light fixtures on the wall; and this third room was not only included with roaches, but crumbs were on the side of the bed by the window, which made me think this room was not clean prior to my arrival.

The unexpected guest roaches made us VERY uncomfortable. During the midst of changing room, We ran downstairs to let the lady at the front desk know we'd just stay in room 213 the roof was leaking or should I say it was "raining". It was so bad other guest used the trash can that was located next to the front desk to catch the water from the roof that was leaking. The only reason we stayed here was because we could not get a refund and that would have been money down the drain. The Extended stay was chosen because of a previous stay we had a few years back, Evidently time changed and so did Extended Stay America.

In hence, I am a certified travel agent. I will NEVER recommend this or any of the Extended Stays to my clients, family members or friends. I am the agent that cares about my travelers, therefore I would never have them stay anywhere I would not stay myself. I am a member of several private travel professional groups where we share experiences to help one another and warn our travelers and this is the top experience that will be shared.

We removed the sheets, and we found bedbugs. We immediately checked out, purchased new clothes, trash bags, and disinfecting detergent (approximately $150). Bagged all our clothes, tossed our suitcases in the trash, and went to stay in another hotel (unfortunately our house won't close for another week or two). With no home, we had to go to a laundromat and spend fifty dollars to wash our clothes. Expensive use, but I'm not taking any chances bringing bugs to our brand new house. When we brought it to the employee's attention, he said take the kids to the doctor and they will reimburse us (yeah right). To make things worse, as we were leaving my son nearly picked up a hypodermic needle in the parking lot (I understand the hotel can't control where people dispose of their disgusting habits, but it just added to the nastiness of the hotel).

Indirectly we were asked to leave our room for two days from 9 am to 6 pm during the duration of our stay for preventive maintenance purposes (thank you to Booking.Com, they are willing to reimburse us for the cost of those 2 days); A fire alarm came off one morning without warning, announcement nor apology; We have to ask for plate and cutleries from the front desk when we checked in and when given, they were not enough for 4 people; No complimentary tea, coffee or water were provided; Because we were four and no housekeeping being done, we have to ask for toilet paper almost everyday; No porter to help the guests carry their luggages especially when your room is in the other building.

The front desk don't know what they are talking about. They said our room was in the second floor but when we got there, we learned that it was on the ground floor; Ricardo, the Manager and his staff are rude, disrespectful and not sympathetic to their guests. They don't realise that some of them, like us, travelled from the other side of the world for 17 hours. We understand that when we arrived at around 11 am we were early. We thought of leaving our luggages and come back later. But the room that they want us to place our luggages for safekeeping looks like a warehouse and is not secured. It is open for their maintenance people to freely come in and go. We don't want to leave our stuff to chances so we rather opted to wait for an hour or so but the front desk still have to charge us for $40+ because we were still early.

We spent $2353 for a 2-week stay and yet they can't spare the $40+ early check-in fee. It is their policy alright but a bad policy. They have to understand the situation on a case to case basis. We have extensively travelled and stayed in so many hotels around the world. This is the first time we have experienced this kind of service. We surely will return to Fremont because our daughter and her family live there but never and I said never will we go back to this hotel. PS I learned also that there was an incident that involved a shooting resulting into a death 4 weeks before we checked in on 10 Nov in this hotel. The more I am decided not to return to this hotel I can assure you.

I decided to leave because I felt unsafe. At an earlier time, Frankie asked me to stop talking rudely to the front desk employees, or he would ask me to leave - when I had not done anything disrespectful. (My teachers can vouch for you all.) I went to check out and asked for my valuables stored in the lockbox. (Frankie was supposedly at a meeting then.) I was told that they could not get the lockbox open. I had already called Yellow Cab - the driver's name was Mitch - and the meter was running. All this time the employees stalled for two hours. I told them that they had better get the lockbox open, that I had to go and they had better call Frankie. Finally, Frankie arrived. He stalled also. They, he and the other front desk employees even waited on other lodgers while my taxi waited.

One of the lodgers name was Steve **; and there were two Latinos sitting in the lobby. This front desk had not completed serving me. Frankie then told me that I should go back into the room that I had been assigned and wait until 6:00 pm when the shuttle arrived, and the shuttle would take me to my destination. This was after he had assigned a bald-headed sixty-something year old ** male to the same room. I then decided to call the dispatcher at Yellow Cab. Right then, Frankie said that the lockbox had opened. The taxi meter had run up to $13.00.

I left this hotel for my life and decided never to return. I stayed at another hotel and while there received a call from a female front desk employee at Extended Stay America on Nations Ford Road. She told me that I had not paid my bill for the week and that it was due. I told her that if I ever received another call from her, that would be the last time. All these calls are recorded for proof with the carrier. I have enjoyed my stay at hotels in the USA but this was the final straw. This is an example of professional thieves being employed by a business who are morons on the subject of customer service.

Since Hotelplanner isn't returning my calls I called the Extended Stay manager, Carrie ** in Landover MD. She stated the room was inspected by her and a company and no bugs were found. I assure you there were! The hotel smelled of weed on the 2nd floor. The elevator wasn't working and we had to take the steps. I'm in shape and can do that but if you went there in a wheelchair you'd be screwed. Disgusting rooms, management and customer service.

I was trying to give them another chance to redeem themselves and that went down the drain. I booked a room for Chicago and asked how much time do I have to cancel the room if I don't need it. The guy who booked my room said I had until the day of the stay before 4 pm to cancel. Well ended up my company said they were sending me else where and I went to cancel the reservations 2 days after I made the reservation.

This was a whole week before the job and they gave me some nonsense about advance purchase have to be canceled within 24 hrs. I did not make an advance notice that would be charged to my card. The guy said I had until the day of the reservation to cancel. All they told me was they had to review the conversation and for me to call back in a few hours. I called back several times and they never answered. I tried again the next day and they still didn't answer. I've been on hold both times for over 1 hour.

This is just ridiculous. Bad service and they lie about everything. Their service also sucks at their hotels. If I don't get a hold of someone to cancel this reservation I will contact my attorney, I don't have time for people like this. They have no right to charge my card because I was never told I had 24 hrs to cancel this reservation. I'll never stay at any of these hotels and my advise to you is to stay away. Very bad service and their customer service really is the pits and I mean the bottom of the pit.

We checked out on third week for peace of mind... No helpful staff and told they couldn't refund. Must see travel agent ....nothing deluxe here what a name, ESA Deluxe and they lied saying pool closed 5 days. It was dirty, leaves everywhere. The address was 6443 Westwood Blvd Orlando. Never never again. Been going to USA since 1992 never had a cell opps room like it or hotel. Avoid!!!

We decided to visit the pool which after 20 minutes had to leave because we noticed hotel guests coming into the pool area with their dogs. One of the dogs, a husky, got so close to the pool that he nearly connected with my toddler's face as I held him in my arms inside the pool. Had I not jerked my child away, I'm not sure the animal would have bite or licked my child in the face.The owner didn't even try to restrain its animal. I voiced my concern of this at the front desk but didn't feel heard.

In order to accommodate ourselves in the room, my tween daughter and I had to share the 2 full beds in the room with my other two children. The next morning, we went to the front desk and spoke with the manager who heard my complaint about the sofa couch but told me that there was no way that I could get a new sofa couch or a roll-a-bed which I mentioned would make our accommodations a little more comfortable. She didn't seem to care that I was unhappy with our accommodations. She did promise that someone would come to the room and remove the sofa couch cushions and spring pieces.

That night when we returned from a long day at Legoland, we found out that our room hadn't been cleaned nor sofa cushions and springs removed. I once again visited the front desk and was told that somehow when we checked in, the clerk hadn't indicated that we wanted our room cleaned and there was no one else available but she, front desk person, to do housekeeping at 9 pm. She then told me that her job was not to do housekeeping. I was able to get a new set of clean towels but nothing else.

At that point I felt I had enough. I told the receptionist that the hotel's service was awful and she just gave me a smirk. The next day at checkout, Aug.10, I voiced my concerns with the manager and was compensated the first night's stay but not a single apology for poor service. I even mentioned to the manager that I had awoke with flea bites and her response was, "We are a pet friendly hotel and our carpets are currently being cleaned." I told her that I couldn't believe just how horrible their customer service was and that it would have been nice to get a simple apology. She just ended the conversation by telling me to have a good day and walked away from the front desk. She was arrogant and rude.

I left the hotel very unsatisfied with my hotel accommodations and wouldn't recommend this hotel chain to anyone coming to stay in San Diego. They seem to cater more to people who are looking to become tenants than hotel guests. What hotel makes you take out your own room trash or only cleans your room if you stay more than 7 days. At what they charge, they should be doing daily housekeeping and more.

We were told that they would call their accounting Dept. to find out the status of the check. Like if someone had cashed it or if it was still unpaid on/not cashed, at what time we could all move forward on, what steps to take now on our getting refunded. We went on to call guest relations back several times with still no word on the status of the check they sent to us on June 30th. Once again we needed to call back so a new check could be sent and INVESTIGATE of the other check they supposedly sent out to us. At this time we were told that now we weren't receiving a refund check at all due to leaving hotel w/o paying for two days, which could never happen because they make you pay for the room BEFORE continuing to allow you to stay. I explained that. Then they told us it was because of a no show reservation - which never happened because A valid credit card would've been used and I only pay cash to avoid any problems.

I asked what happened to the check they said was mailed to us on June 30th? The guest relations supervisor kept trying to tell me I owed for two nights and had no explanation for 4 different guest relations reps lying to us, and wasting hours of our time. 2 times I actually waited 2+ hours on telephone hold for guest relations and then another hour + just to be told to call back AGAIN. I TOLD THE SUPERVISOR - Shelby, that something was wrong with her information and she all but came right out and called me a liar. Never could explain why the guest relations reps and accounting dept lied about sending us a check on June 30th.

It seems to me that whoever was at the hotel lobby counter when we paid for our room must've pulled some sort of funny business with our cash and has cost us our refund and our reputation with Extended Stay. Not that we will ever stay there again, because We won't and about 50 people we know will not and no recommendations either. As a matter of fact we plan on moving forward with a lawyer on this and I am going to go thru every public media option I can to put this place on blast for cheating us, lying to us, ripping us off, and mental and emotional damages, and a loss of wages for hours our wasted time. They really could've handled this like a responsible establishment and chose to be "shady". Shame on them. Don't get ripped off - Stay away from Extended Stay hotels.

We left Saturday (1st July) morning at 6.30 am as per plan and reached Starved Rock State Park. We hiked, saw beautiful rock canyons, waterfalls. Had our lunch and left to Springfield. Saw Lincoln house and tomb. We reached Extended Stay around 11.20 pm. My son was already cranky and we were all so tired that we just wanted to hit bed. Quickly we unloaded our bags from car and went to the hotel. A shocking surprise was awaiting for us there. The woman in the front desk told there are no rooms. I showed her the copy of confirmation email and asked how can there not be a room booked for us. She told that they are full and no rooms available. I spoke to their customer care but no use. They called property and property manager, but they were care less.

After 30 mins I got answer that I have to book some other hotel room and manage that night and they would accommodate us next day. By then it was 12 pm and I was not able to use online booking. Since it will take my check in time 12 pm next day. We had to roam around in St Louis streets looking for accommodation in middle of the night with small kid and old mom. Finally, we were able find accommodation by paying a hefty amount for some good hotel. Those 2 hours were horrifying. And, our next day plan was completely screwed up. Next day I called Extended Stay guest relationship and explained what happen. They handed over number and told someone will reach out and today they have reserved the room. As we were paying high amount at another hotel, I did not want to extend my stay for another day. I vacated that place and went to Extended Stay, as they had promised today room will be available.

Again, same answer but with different story line. This time they told they have only king bedroom and don't have 2BEDROOM SUITE-KINGQUEEN-N. How 4 people can sleep on King bed? How can they be so irresponsible? I had to book another hotel room. In spite of planning everything perfectly and booking hotel well in advance I had to go through this. It was a lot of mental stress and I was not able to enjoy my trip.

The next day. I opened the door and went down the hall and got her before she went into the office (I was about 20 feet or more from her) & asked if the manager had spoken to them about it, she said no and I said "Well she should have" & turned back to my room... In tears, confused, etc. My husband (who was at the grocery store) came back shortly and I gave him the letter. I then had to take my kids somewhere. While I was gone, he went down to the front desk to speak with them about the letter and overheard the girl that handed me the letter, talking on her phone to someone. He was able to catch the last of what she said on video. He kept his cool, got a detailed, itemized bill from the desk and came back to the room. What did he hear?

"I handed her the letter and she got in my face talking about how she already talked to the manager. I told the ** I didn't know anything about that. She said 'The manager didn't tell you what we talked about yesterday?' And I told her 'no.' She comes at me again with 'Well, she should have.' Oh my God, ** people! This "b" doesn't know who she's messing with. I'll just deactivate her key and lock her out of her room. Then we'll see what she does... And it's so ** sick. I'm going to knock a ** "b" down." (after the "..." is what he caught on video.)

Instead of at least apologizing, management denied anything wrong was said. Also, going over the itemized bill, turns out THEY owed US money!! They were illegally charging us county tax for 2 months past what they were supposed to. Their reaction to all of this? They kicked us out. It's been nearly a month and we haven't gotten our refund, we haven't gotten an apology, nothing. In fact, we have called local management all the way up to corporate. We have yet to hear from anyone about this. They don't care about customers. Not at all.

I didn't have a significant issue until over a week ago when I was charged more than twice the quoted weekly amount, and had a set of sheets that broke out my sons face with hundreds of bumps. The front desk staff told me that only the manager could address the issue. I left a complaint with the front desk, submitted a complaint via the Extended Stay website, left multiple phone messages and stopped by the front desk multiple times to have the issue addressed. No one ever responded to my email or calls.

After a week, I eventually caught the manager at the front desk and explained the issue. The conversation was very friendly and polite on both ends. She explained that she would go through the charges and issue the appropriate refund and offered to call me to confirm that the issue had been addressed; I accepted. All the while that I was on the phone with the manager the housekeeper was in the room. As soon as I hung up the phone the housekeeper said, "Can I talk to you for a minute?". She then led me to the bathroom and showed me hair in the bathtub drain and said, "This hair is going to clog the drain." I responded by saying that this is just the hair from us [humans] washing our hair (no pets). What do you expect me to do about it? The hotel chooses to clean the rooms weekly and we don't have cleaning supplies. Her response was, "You could pull the hair out, but now I'm going to have to do it".

She proceeded to grab a glove and pull the hair out of the drain. Mind you that she's the housekeeper. I'm the hotel guest who's already spent thousands of dollars on the room and she's expecting me to clean my family's hair and who knows who else's out of a drain with my bare hand. She continued to clean the room with an attitude, which put me in a bad mood. Poor timing on her behalf and completely inappropriate. We stay at hotels frequently, sometimes for 2+ months. I have NEVER been told that I should be cleaning out the hair from the bathtub drain. Nothing was ever done about the report of my son breaking out with hundreds of bumps from a set of sheets, but the manager did acknowledge that something may have gone wrong during the laundering process.

The second issue we had is that they don't fold the towels when given to you, they made us fold the towels ourselves and said that they were too busy with other hotel guests to correct the problem. The rooms are filthy and have bed bugs as well, so you get ate up in bed bug bites. They don't carry fruit or hot breakfast. Just awful packaged muffins and different whole oat & honey bars. It was fresh fruit when we first got here, but they changed everything. They now have security staying at this hotel because of illegal immigrants staying here, please be advised before staying at this hotel.

We reported problems with bugs and they sent someone over to spray. We were told we could not get another room because they were booked. That same night I went to the bathroom and noticed tiny bugs on my feet that were biting my feet. I tried to brush them off but couldn't get them all off. I am miserable. Itch, burn, and can't wear shoes or socks. I have missed out on several meetings that I haven't been able to attend. I cannot wear pants because they rub my legs. When reported to the staff, they acted as though it's not important. I received an email from their loss prevention or whoever stating she was told we had an unpleasant experience in room 201. I am so angry! Compensation is or should be awarded.

Now, excessive traffic? Seriously? We've had 2 friends over a few times and the rest of our guests have been family members. Excessive traffic would imply that we're up to no good by selling drugs or running bookers or something. Is it common or best practice to offend your customers in this manner? I've never been so offended by an establishment in my life!! Then this morning I was on my way to my car and lit a cigarette. An employee in the parking lot told me there's no smoking in this area, even though the signs say no smoking within 100' of any entrances and I made sure I was far enough away from any entrances before lighting my cigarette. I told her I'm getting in my car and leaving anyway so no worries. She replied with, "That's fine as long as you roll your window up". OMG, ARE YOU SERIOUS?? I was well away from any entrances but still need to roll up my window? Does my own health not count for anything?

Thus far we've been basically called drug dealers and told to inhale our own smoke over and over since our health means nothing tho I complied with the rules set forth by this company. We'll be checking out as soon as something better is available elsewhere. This place gets no more of our money!!! If you're wise you'll make sure they get none of yours either. If you do have to stay here do not have guests over or it'll be assumed you're a drug dealer... buyer beware!! This company has an agreement with the local police department (Sandy City, UT) to allow the police department to send cruisers thru the hotel parking lot and stopping to run literally each and every license plate on every single vehicle parked in their parking lot!!! Not looking out for their customers if you ask me... I'm curious though, what's the gain in that for the hotel?

Law enforcement cannot just come onto private property and start running every single plate on the premises without expressed permission from the hotel. So what is the hotel getting out of the deal? I can't say I see the benefit to them since they may lose business if the general public knew the hotel does not protect its patrons. Go somewhere else to spend your hard-earned dollar. You won't find any gratitude at this place and if you have a warrant or something you weren't aware of you may be going to jail straight from your room you just paid for... bad business practices in my honest and humble opinion. And please for the love of all you hold near and dear, do have not help to continue the success of companies like this. This is one of those companies that shouldn't survive and thrive considering the customer IS NOT THEIR #1 CONCERN!!!

I opened up the bed to find the white sheets full of black pubic hair and other black body hairs, and the bed skirt had dried sperm on it. I called to the front desk for a set of full bedding. Personnel brought up just the sheets, and I said I would like the full bedding. She stormed out of the room stating I had only asked for the sheets. The rude manager brought the rest of the bedding which at the time I also asked him for a new bed skirt. He slammed our door and came back with a bed skirt, at which time my husband told him that we did not appreciate the fact that he slammed the door on us, which he replied to my husband to "get out of my face" about 3 times, threatening my husband, and then said he was calling the police and he was kicking us out. Totally uncalled for, and the police arrived.

The police told us that they wouldn't even let their own mothers stay in this hotel as it was dangerous also. They also knew that Richard **, the manager, was lying and my husband even tried apologizing to him to calm him down. My husband did not need to apologize to him because Mr. ** was the instigator. He also was unprofessional looking with tattoos, piercings, and his attire was not appropriate. The police told us that these hotels can kick anyone out at anytime even if they don't like the color of your lipstick. We were horrified, and needed to find another hotel, which we had to pay $400 more for the week. We ended up missing the cocktail party that night because of this crazy fiasco.

There is more to this situation and no one seems to want to call me back. I have called about 4 times, emailed about 3, and I sent a certified letter to corporate headquarters last week, which they received March 27th, 2017. Please give me a call or I will continue to write bad reviews on your website. This hotel is a disaster. We do believe that this manager and the other woman at the front desk had been drinking, as they smelled of alcohol and tobacco. Call me at ** asap!!! PS: The picture of my socks are a clear indicator that the hotel room floor was filthy as those socks were perfectly white when I put them on.

Furthermore, I am Pagan and my religion uses incense and candles. They circulated a letter saying that we could NOT LIGHT CANDLES in the room. This is religious persecution. You may think, as you read this, that I am being silly. However, when almost every single day there is another issue, another letter targeted to you, or another problem, this is a HUGE issue. They did not just do some things that were riding the line. The FOURTH AMENDMENT protects illegal searches. This is not a small issue at all!!

There were no extra blankets. They gave us a mattress pad to use as an extra blanket but it had pet hair stuck on it as well as it was stained with what appeared to be body fluids. There were mouse feces on the bed and under the mattress. The staff told us that they would strip off their clothing before they went into their house because the hotel was so dirty they didn't want to bring anything into their home. They told us bedbugs are a norm for them. The mattresses, padded chairs, drapes, etc are never changed after an infestation, even the ripped/torn ones.

The room had one "bath towel" which was just like my husband's so towels he bought at the industrial Costco for cleaning (tiny & rough). The Manager, Roni **, was unreachable as she wouldn't answer her phone. We were told that she NEVER answered her phone when she wasn't at the job. The new staff were left to their own devices without proper training.

Photos online showed kitchenette that was modern which was a bait and switch. The kitchenettes are outdated and run down. The backsplash was a piece of painted sheetrock... burn marks on countertop. Dresser with dirt, pet & human hair in it... etc. The shower had hair in the drain. The bathroom sink wouldn't drain. We had reserved and were charged for a room with a queen sized bed, but were given a full size bed. We mentioned this to the front desk clerk and were told the computers were locked up. Four days later we still have not received a refund in the charges (the overcharge for the first night and for the 2 nights we didn't stay).

We ended up having to leave & get another hotel which was 39 miles away which cost twice as much money. Since there was a children's sports tournament in town & everything else was booked, so we had a 40-minute drive to the event we were attending. There was no offer from the hotel to pay the difference in our other hotel. This hotel should not be given any stars. I could go on for hours.

I called corporate and was told that the hotel is franchise and there was no way I could be transferred to a manager. I would have to file a complaint with the person who answered the phone and wait for someone to get back to me. Meanwhile, the hotel has 3 nights of lodging, 2 of which I didn't use and the other I was overcharged for.

The following week our room was not cleaned at all. They don't vacuum the floors thoroughly. The hallways smell like illegal substances although this is a NON smoking hotel. Company trucks take up most of the parking. They should be provided their own area. Grab and go breakfast is gone by 6:45 majority of the time. Only coffee and granola bars are available. NO oatmeal, fruit or muffins. Besides James the front desk staff was never there. I would call the number every time to get service at the front desk. I will never stay at this location again with over 2400.00 using promo codes : ) spent. I really think the Salisbury location is better.

The #1 reason would be that THERE ARE ROACHES!!! We have to leave the bathroom light on and the door cracked to minimize the amount that come out at night! I saw them our first week here and have been dying to get out ever since. Unfortunately this is the only place that allows pets close to my husband's work. This is a major health hazard. I have taken pictures of them and I am prepared to share them with the world to prevent them from being stuck in such unsanitary conditions like we have been.

Secondly, the promised weekly maid service doesn't exist! On top of the $500+ you spend on the room, having it cleaned costs extra! It is not included like they say it is! We had to go out and get a toilet scrubber because of the toilet having mold on it after 3 weeks of not being cleaned. If we want clean sheets, we will have to wash them ourselves or pay them more money for a service that was supposed to be included in the booking fee. We're basically paying $2000+ a month to live in filth! It's disgusting!

You have to exchange your towels out at the service desk yourself. If they don't have any clean you have to wait til they get around to washing some. You can only get what you bring down to them so if you weren't given rags or a floor towel (like us, because they didn't have any clean - which was hard to believe), you're SOL. You also have to take your own trash out.

They offer a free breakfast from 6-9am or 6:30-9am depending on who is working, and it is always. The. Same. I thought for the amount of money we were paying for the room, surely they would have scrambled eggs, bacon, fresh made waffles or pancakes, biscuits and gravy, donuts or something along those lines, based on what I've received at cheaper hotels... Nope. Frozen waffles. Frosted Flakes. Oats cooked in hot water - that you have to make yourself. Stale bagels. Every. Single. Day. They don't mix it up. There aren't any healthy options. Just frozen waffles and sugary cereal.

The second you step off the elevator you get hit with the unbearable musty scent of mildew, body odor and curry. It takes your breath away. You'd think being a pet friendly hotel they would work twice as hard to keep it clean and smelling fresh but, nope. I highly recommend you don't walk on the floors without shoes or thick socks (not white ones) because the floors are dingy and turn your feet black. Which, if they cleaned the rooms every day, or every other day, they wouldn't be so filthy.

Don't use the cooktop for anything! It burnt my pan and nearly caught on fire without even cooking our food. Plus side, there is a Buffalo Wild Wings nearby. The ventilation fan smells like it's about to catch on fire too. The AC unit smells like mildew. The fan in the bathroom barely works so the bathroom steams up quickly - causing water to run down the walls... Which leaves a disgusting yellow puddle on the sink. I advise not leaving your toothbrushes or makeup brushes on the sink. You will end up needing to replace them because of the yellow water puddle.

The mattress is very uncomfortable and the pillows are flat. Some of the outlets don't work. There isn't enough lighting. Even though there are 4 lamps and 3 ceiling lights, they are very dim. The staff is mostly made up of nice people that want to help you but some act like they don't want to get up and deal with you needing clean towels or whatever. Twice they charged my bank account instead of my husband's after we told them to remove my card from file. I was issued a refund but it still overdrew my account and I didn't have any money for a couple days, because they charge us every Saturday for our room.

We were told that we would get 20% off for booking a month but once we got here we were informed that we would only get that back after we check out. I've read multiple reviews on this issue stating they never got their discount refund as promised and their calls to the company's customer service line have gone unanswered or returned. Same for e-mails they've sent.

There are parties in the back parking lot almost every night - be prepared to see beer bottles & beer caps everywhere (watch where you drive because of broken glass), and grown men exposing themselves as they urinate to make more room for alcohol.

There isn't a lot of parking because of the people traveling in semi trucks (without trailers), hummers, trucks with trailers and RV's. Not the hotel's fault, but definitely keep an eye on your car for dings and scratches because of the people who take up 6-10 parking spots. So, basically you don't want to stay here. We cannot wait to get out of here! I am 97% sure we will never stay at another ESA hotel anywhere and I'm 100% certain that I will never stay at this location ever again. Being close to SeaWorld is not worth it. I wish that we would have left our min pin with relatives back home until our new house is ready, so we could stay somewhere else but no. We're stuck in this disgusting **, roach infested, disappointing hotel. It's a complete waste of money.

On 2/13/17 I arrived back at the hotel from work around 6 PM and found my key cards didn't work. I went to front desk to get rekeyed and was told I was to leave immediately because "smoke was pouring out of my room". This was from the ** attendant who later said she had never been in my room... And refused to give me her full name. (I had complained about this attendant to management on checking in as she was arrogant, abusive, and non-responsive to questions or providing room services). When I inquired about a fire, the alleged asst manager (who also refused to give me his full name but apparently first is **) said smoke was coming from my room and he could tell while he was working out in the gym on the 1st floor (my room is top 3rd floor). So while I had not been in the room for over 9 hours, he said I was smoking.

So apparently he had entered my room while I wasn't there... He said another customer had complained, but refused to give me any information. He said I had "warned" but that is a false statement. So I tried to inquire but realized both of them were stating falsehoods. I said I could not leave immediately, I would have to pack up and this would take me awhile plus I would need to find another hotel, I would need another day. I then went back down to the front desk and asked the attendant when she had been in my room that day as she said "smoke was pouring out" even though I wasn't there. She said she had not been in the room... I asked her to give me her name and she refused, and then she called the cops. She claimed apparently I was "trespassing" after paying the hotel over $5K.

So later a cop showed up at my room while I was trying to find alternate lodging. He said I had 10 minutes to get things together, but I showed him all my stuff and said this was not possible. At any rate I left with just a few things, and checked into another hotel... By the way I told him I was concerned about leaving behind PII information, and hotel management going through my things. The next day I called Extended Stay corporate offices trying to talk to someone but was unable to do so and continually got connected to customer service who said they established an investigation because I brought up "legal action". I have left continued directives to service operators to speak to the legal dept but I have been blocked. Before going back the next day to get my things I placed several calls to Extended Stay operators who then called the hotel and said I would not be further harassed in getting my things.

When I arrived at the hotel the same asst manager was there and they had all my things on a dolly. I said I wanted escorted to the room to check to see if they got everything, he refused... So I am stating they DID NOT GET ALL MY THINGS. In addition I asked for invoice, and told them I could not authorize credit card charges to that used for last 2 transactions (charged for room I did not stay in due to abusive and lying management) and I wanted these charges credited and charged to another charge card. The asst ?? manager ** refused... So I called the Extended Stay customer service number and had them on the phone. During all of this the asst manager ** kept threatening me with trespass... I overhead a conversation when Extended Stay then called him and he lied... He said I had been continually warned of "smoking" which had never occurred...

And then when I brought up the word "attorney" the hotel stated they refused to honor my legal rights to direct charges to whatever credit card I directed. I was calm, had their operatives on the line, but the asst manager ** then told me he called the cops. I was trespassing even though I was calm and trying to reach their legal department (he refused to contact them) and there were several guests present who heard me. He then said if I didn't leave the cops would arrive and "cuff me" and take me to jail... This is abuse all the way and overt threats from a guy who lied about "warnings". There were no warnings... The management at this hotel needs investigated by US Justice Department if not other state agencies.

Anyway, the charge for 25 days, as required by the police department to be paid for, was a little over $2200. The next day after I settle in, I learn about the perks program and the epp rate, so I got online and signed up for that. I also emailed, whoever reads the "contact us" section, and requested that the perks be attached to my current reservation that was already paid in full at check in and I explained the reason for not having done so at check in. I followed up by contacting the reservation line and they stated that it should be no problem to convert my current reservation to the epp rate, however, the hotel front desk would have to do that since I had already checked in.

When I spoke to Noel, he said he could not convert my reservation but he could, upon checkout, apply a 20% discount, which would be approx $400 for the 25 day stay (he would later deny saying this). So by the time I was forced to check out, a total of $2689 was paid for 30 nights at this hotel. Almost $900 over the monthly rate I request the day after I checked in and the first 25 days (again over the monthly rate) was already paid in full! That is the shadiest business practice I have ever experienced. And then it gets even better!

After almost one week of my stay, I went to get some important papers that I had in one of my boxes and realized that not only were they gone, but the $1000 that I had hidden there in order to secure housing for my son and myself, and my prescriptions for my back pain all were missing. Of course I was dumbfounded, panicked and extremely upset but thankful that the laptops and tablets and gaming things my son had were all left untouched. I had been in the hotel room for the previous 48 hours except for six hours (11 am-5 pm) the previous day moving my belongings into storage. I immediately went to the front desk to report this and ask if there was any way anyone could have gotten into my room.

I stated that all of the housekeepers seemed very nice and I did not believe that they would do such a thing, however, the individuals responsible for my being in the hotel to begin with, were very dishonest, shady people and I feared that they had someway gotten into my room. Vanessa, the clerk, that I spoke to was very nice, said she would leave a note for Noel, the manager, and she would check with the staff to see if anyone knew anything.

A couple of days later, I went back to see if there was any update and she stated that she left the note for Noel, who never reached out to me, and she stated that none of the staff knew anything either. I then contacted the corporate number to ask what to do and after being placed on hold and transferred at least five different times I guess I had filed "a claim" although after so many breaks in the conversation and telling bits and pieces over and again, I almost was confused as to what the statement I was making was being used for.

I continued to follow up with the front desk and was even told by, ever so helpful Ben that a report was filed and that the insurance adjuster was handling this that they did not handle this sort of thing at the hotel. I was doing all I could to keep it together at this point, considering I was having to run around to replace protective orders, police reports, etc that were missing, mind you, that little savings was all the money I had! Oh and a trip to the er to replace medicine.

About a week and a half later, as I was speaking to a friend explaining my hotel experience, she tells me that she forgot to mention that, during our moving my things into storage, she had been to the hotel and had to get a key to retrieve a bag she had left in there! Mind you, I have known her over 15 years and I would have given her a key myself had she asked, but the hotel did not know that! All she had to do, was go to the desk and state that she needed a key for (X room) because she need to get something out of the room, she was asked what the last name was so she spelled it and without even looking in the computer, Ben furnished her a key. And how do I know it was Ben? Because I also had to go to the front desk to get a key after leaving mine in the room and it was just that simple, I stated my name and room number and was given a key, no problem.

I told Ben at the time how concerned I was with the ease of obtaining a key especially after having items missing from my room and his response was "Well, you look familiar, and you're legitimate." Are you kidding me? I had, for one, never seen Ben before, and secondly, because I had my son with me, I looked legitimate? Does he not read the news? Women have been raped for this same sort of negligence! Also, if Ben, had taken the time to even verify that yes, my last name matched the room number, he would have seen that no one but me was to be given a key! I can't believe that a manager would be so careless to begin with but I would soon learn that was not all Ben was! Did I mention that they have a sign right at the front desk that clearly states no keys will be given without proper I.D.? That's amusing! Considering the manager will not even check the computer, he will just hand you a key.

So now I am left wondering who else could have been given access to my room, specifically in that small window of time, and who stole my belongings. As much as I want to know this for myself, because as of now it would break my heart to learn it was my friend, but that's not even relevant. The fact is that the hotel was absolutely negligent in furnishing my key to anyone other than me and therefore I expect to be reimbursed, at the least! This is not a situation that the hotel can claim they are not at fault for and assume some limited liability, they were 100% negligent and therefore 100% responsible.

After learning that Ben was the responsible party that I needed to speak with, he stated that there was nothing he could say or do because that would make the hotel, I believe he said liable but I can't quote him on the exact word. I was so upset at the time because not only was he responsible for my missing money etc he was refusing to apply the 20% discount that Noel had promised me. Let me explain, at this point, I have already extended my stay another week which made my checkout now for the 13th of February and was having to pay for the room nightly. My thought was that when I ran out of money, I could then check out and use the refund, that Noel had promised, and re apply to the room charge. Considering the hotel was responsible for my current situation, I failed to see this as a problem. Well not only was it a problem, I then had to ask Ben, if he would give me a few hours to go and borrow the money to pay for the room.

By this time $2500 had been paid, $2200 initially, and then I think three cash payments, not to mention the $100 cash deposit that I had given upon check out. Not only was I told no, he would give me an hour, he then threatened to call the police on me! What the hell?! Are you kidding me? I was beside myself, offended and completely devastated! I was thinking, "I am currently broke due to your negligence, I have not been late save this one instance and that's only because you refuse to apply the discount Noel had promised, you have been paid way over the monthly rate and you have my $100 deposit! Clearly a few hours is not going to cost the hotel one penny!" I luckily was able to speak with a very helpful individual at the customer relations department, Jeremy, who spoke with Ben and was able to reason with him so that he gave me the couple of hours to bring the money back.

What Ben did not tell me was that he also changed my reservation to check out the following day so when I attempted to pay for that night and one extra in advance, completing my reservation, the clerk could not accept the payment. He had locked my "folio" the next day I went back to the front desk to attempt to pay again and Ben told me that yes he had changed my reservation, that he and Jeremy had agreed to that, which was a lie (per Jeremy), and he would not allow me to pay for the room. He in essence was kicking me out of the hotel. When I asked him what his reason was, he stated multiple late payment! I could not believe this! I had a month's worth of our belongings up in that room, I could not check in elsewhere until 3 and I had to move all of my things in that short of notice!

Did I mention that, although they schedule a weekly housekeeping day, housekeeping never came to my room. I had to seek out a vacuum and vacuum my room, wait four days for clean towels, and pay the same rate as if I was a new check in. This place is unbelievable! I will say that Kelly, Avery, and Vanessa, all clerks at the front desk are awesome. They listen to me as if I was a broken record, apologized that they could do nothing, and seemed even sympathetic to situation. I have worked in the hospitality, hotel, customer service industry for years and those individuals exemplify their roles. They are obviously accustomed to dealing with complaints from customers due to something Ben has said or done, as I not only witnessed but experienced myself.

I currently await a response from this Extended Stay's district manager as was requested by Jeremy at customer relations. Hopefully someone at that end reads this prior to contacting me because I will be very clear that anything less that demotion or termination of this Ben character and immediate reimbursement of my $1000, at the very least, will be unacceptable. I will definitely carry this up the food chain. I have been humiliated and victimized. So in short, expect the unexpected at this hotel. And whatever you do, do not inform the hotel that they have done anything wrong and need to fix it or else you may find yourself being kicked out!

I have contacted the CEO as well as the COO of Extended Stay America due to the management staff as well as the general manager saying that we are not eligible for any refunds. And this particular location is committing fraud taking advantage of long-term residence as well as emptying out the Hotel while our reservation was still in force to potentially accommodate a corporate Airline employees that might choose to stay at their facility.

We were also told by management that we could sign up for a new reservation. We would have to pay an increased rate if we wanted to continue to reside at their facility after the corporate Airline employees had checked out. The staff at the hotel for the most part or helpful but a lot of the staff is involved in the click per se that is ran by management. And their rooms are in complete disarray. We were forced to leave because we felt that we were being harassed and discriminated against by management. I strongly suggest if you are looking at staying at this hotel for any length of time please look harder for a nicer Hotel that offer the same amenities in a better environment.

That's not even the biggest issue. I locked myself out of my room. Because she felt some type of way about the towels... she hassled me about giving her id. I'm like "all my things are in my room." I told her the address on my reservation and she lied and said it was not the address on file. I told her she can call the manager. She said "no I don't have to do anything" and walked back to the back. If she truly did not believe me she could walked her lazy butt up there, open the door and I would of showed her my Id. I was left out of my room for 20 min. ASHLEY is her name. If she doesn't like the hospitality business find a new job.

I then complained to corporate, got the run around, talked to several people, was told Brandy ** would call me back. She hasn't. No one had. It's now Monday the 9th, and no one has attempted to make contact or solve the problem. Worst experience I've had in my life. And I've a lot of bad **. This company takes advantage of the homeless, the limited, the injured. There are safety concerns, hookers and drug dealers fighting in the hallway and SW parking lot. The main door was broken for over 3 months this summer, while everyone was waiting, a back door to an interior stairway was constantly open, and it still is. This is a common entry for nonresidents and anyone that needs a respite, I found a homeless girl huddled in the stairwell back in November.

Yesterday my brother in law decided to thoroughly inspect the room himself. He found that the window drapes were completely infested with bedbugs. Live and crawling around. They had a 7 month old baby sleeping in that room. At that point, I decided to tear apart my room, and sure enough found a live bedbug crawling on the back of the mattress near the headboard. We immediately alerted the front desk. The gentleman, **, instructed us to bag up all of our clothing and linens to be cleaned and that they had two rooms available on the first floor. We were to wait for the team leader, **, to come in, wash our clothes, and move our rooms at 3pm.

3pm rolls around, and ** tells us that per the General Manager, **, there were no rooms available and that we would have to go to another hotel. They were going to issue us a refund, and that the Extended Stay branch he was sending us to would accommodate us. We were already paid up for another week. We end up packing up our families, at 5pm in the cold and going to the other hotel. We were upset knowing that they had rooms available but were kicking us out on the street because they had a bedbug infestation. We check into the other hotel, exhausted, and the gentleman at the front desk says that we didn't have to pay anything right then, and we would speak to management about our situation. We were already paid for the week and our refund is basically in limbo. This morning we are told by management that we either have to pay today or leave the hotel.

We called corporate, and they first lied to us and told us our refund had been released, and then when we conferenced in our bank told us that their company policy is not to release refunds for 3-5 business days. So the first hotel put us out knowing that we wouldn't be able to pay the new hotel. With all of the trouble they put us through you think corporate would try to help us out, but they don't care that they are screwing us over, and putting two families on the street. The front desk is letting us stay tonight, thankfully, but I have no idea what we will do tomorrow. I have to go to work and I have a 7 year old, 4 year old, and 2 year old. My brother in law has a 7 month old. We don't get paid until Thursday/Friday and who knows when the refund will be in our accounts.

Not to mention that my wife witnessed a bedbug crawling off of another guests trash bag the day we noticed our infestation, so I wouldn't be surprised if the entire hotel was infested. We are consumers and citizens being completely taken advantage of here, and I'm hoping someone can make it right. This company is completely unscrupulous, and shouldn't be allowed to get away with it. The property is 9253 E Costilla Ave, Greenwood Village Colorado 80112. Rooms 319/321. 319 has the bad infestation.

Upon entering the room the windows were wide open in 40 Degree weather, so it was freezing in the room. Both screens and windows wide open. The refrigerator doors handles were all black, sticky and nasty as well as the microwave. I inquire about dish soap at the front desk and the staff personnel told me they have it at the front desk which he did not tell me upon checking me in after I went out and purchase some myself. There were extremely amount of human hair all over the floor by the sink and closet door leading into the bathroom that I had to sweep up, and when I pulled back the comforter there were extremely amount of hair in the bed as if they never changed the sheets. How disgusting is this, and the pillows cases are all wrinkled and dirty like it has never been changed.

The bathroom door handle is missing, so the hotel use some type of dangerous hand grip with a long sharp edge metal piece as long as half way down the shower, sticking out, which is very dangerous and anyone could very well trip, slip and fall. I almost hit my head multiple times on the device bending over from the toilet seat because that's how far it's sticking out. There is nowhere or anything to grab on coming out of that slippery shower so I almost slip twice running into this device as well trying not to cut myself on it. You can not even close the door because this gripping long sharp knife device jars right into the wall whenever you try to close the door.

I call customer relations first thing the next morning and complained to them, but for whatever reason I do not believe they are going to do anything about my situation. I went to the front desk and talk to the morning manager and showed her the photos I have taken and all she could say is I see the photos without even looking at them. I still had to pay for my room. Where is the justice in this??? I'm so disappointed in how this was handle and as I told her the night staff person lied to me. She has given me a one night free pass. I haven't even slept all night because of the disgusting, and filthy condition. Please contact me as soon as possible with help with this situation. Extended Stay America 2701 Technology Dr. Lombard, IL 60148, PH 630-928-0202, FX, 630-928-0505.

Next morning as I checked out Manager asked how everything was so I told him. Showed him the pis I had taken. He apologised and asked that I email him the pics, refunded my stay and promised to mail me a guest voucher for a free stay. I agreed to not leave a bad review since he was apologetic and was gonna fix it. I left a honest review saying manager was great and was gonna redeem himself. Never received the voucher. Emailed him saying I had not received it, again apologised and said he would mail it, confirmed my address. NEVER GOT IT. So he is a liar. It was dirty, and he was a rotten scoundrel. SHAME ON YOU!!!

I called the desk again the next day. Desk person was so nice and tried to get the manager, but she doesn't return calls. I ended up going to Lowe's, buying spray, tearing up the room and doing it myself. Not sure I got them all but I felt better for trying. Why is it so hard to find a clean motel in Dallas for a long term stay? I'm trying Red Roof Sunday and see if that is any better. I have to be here for work for at least another month.

Don't stay at 2424 W. Sam Houston Pkwy. The manager will put you out on the street with nowhere to go. No breakfast, no nothing to satisfy your morning craving. This Extended Stay doesn't deserve a rating. Poor service, poor management, poor everything. They charge you almost 1,400 to clean your room only once. I found 4 cheaper that cleans your room everyday for that price. For a manager to act the way she acts needs to be fired. Corporate office backed her up. If you want to stay in a hotel chain like that, that's you but am not.

Now it's testing my patience and to shock, NO housekeeping done to my room for last 10 days and the management here has no control on what is going on. I'm thinking of changing my hotel stay out of EST. I had a very good experience with EST at Whippany, NJ for last 6 months of stay. But this place is disturbing with the attitude and non-compliance of staffs to do a hotel service.

I then reach my room, and notice a large hole in the wall, large enough for an unwanted rodent to fit through. The "fully equipped" kitchen consisted of a refrigerator and a very small microwave. There were NO DISHES, CUPS, POTS OR PANS, NOR SILVERWARE... fully equipped huh?? I have to admit there were two empty ice trays in the freezer, but NO ICE MACHINES ON THE PROPERTY! At the very least they could have filled the ice trays. I proceeded to the elevator to ask for another room, and after another 15 minute wait for the elevator, arrived in the lobby. I was told, with much attitude from the clerk that there were no other rooms. He then turned his back on me.

I searched for another hotel within a reasonable distance to the current location and was unable to find one, possibly because of the Columbus day holiday. I was unfortunately stuck in this hell hole. I called corporate and was told someone would reach out to me and find a way to compensate me. That didn't happen. It was just a way to get me off the phone. During my two day stay, I realized that this was not a home away from home, but a transient location for damn near homeless individuals. I did not so any one that appeared to be of reputable character. I would have felt just as comfortable at a pay by the hour motel. Please take my word for it, DO NOT STAY AT ANY EXTENDED AMERICA LOCATION. You will regret it.

This is not a fake review. I stayed there from Oct 8 to Oct 10. I'll tell you what you need to do whenever there's a ** person staying in one of your rooms you should ask for a 500 dollar damage deposit and check the room when they check out and charge accordingly. It's **. I come to Florida and get a ** place to stay in.

When they finally let us in the room, we notice a cleaning rag on the floor. We went into the bathroom. Lifted the toilet seat and the bowl is filled with urine and poop splatter. Then noticed that there was no toilet paper at all. When we turned down the bed, there's no flat sheet. Only one cup in the bathroom. No ice bucket. No coffee machine or coffee cups. This is an extended stay and it doesn't even have what a regular room would have in it. All that was in the bathroom was 2 bars of soap, one washcloth, one hand towel and 3 bath towels. There is no lotion, shampoo, etc. The bathroom tub had mold growing around it.

I went to find toilet paper. I spotted an employee and asked if I could get a roll or two. She said "I will see if we have any." Really? You are in the business of providing a bed and a bathroom to people paying and you might be able to get me a roll of toilet paper? Within about 30 minutes, someone was at the door with 1 roll of toilet paper.

When entering or leaving the hotel, no one greeted us at the front desk. It wasn't if they were busy just rude. So I waited an additional 75 minutes to enter a room that someone had thrown some towels in and bars of soap and straightened the bed. I will never stay at another one of these hotels again. I am at the age (50+) that traveling is something that the mister and I do. I have let all of my friends who are of traveling age know that this chain must have some severe issues. All I can say is "Wow". And not in a good way.

Stayed on the 3rd floor. The smell was moldy - musty, the carpet was tearing up. The hotel room - was outdated. The bed was made up - but the covers (you could tell had never been cleaned). SMH - The furniture looked like someone had chewed on it. I won't even talk about the bathroom... The flooring was coming up - Lord have mercy... Terrible, terrible, just terrible. I was so exhausted from my flight - I didn't sleep well at all. Because of the moldy musty smell. Next morning... Got my bag and checked out - and walked next door to the Marriott and checked into their property.

She called her manager at which time she started to say these are the bugs that live on the tall grasses. (Yeah, right.) I asked for a report, and she said they don't give those. And here we are, 2 am, in a parking lot in our car because they did not have another room and would not book at another hotel saying everything is booked. I have NEVER had such poor service. I have NEVER stayed at such a nasty hotel. I am just sick with my entire experience here! I am using my inhaler from the smoky room. I am terrified to bring bed bugs home and have our clothes and luggage in plastic garbage bags in the trunk of our car.

I cannot get a video to play, even changing the settings to low quality. I call the front desk and explain what I'm experiencing and they say "no, you should definitely be able to just watch a video on the basic internet connection." I do a speed test, and it's.32 Mb/s (REALLY slow). I call Guest-tek. They have me run the basic tests (restart your PC, check the up address, run the speed test again a few times). Even at the best speed test of .74 Mb/s, he still says to me that "it's too slow, I'm gonna call you back in 10 min after I try to fix some things."

He calls back 25 min later (mind you, by this time it's 11 pm), and tells me that's the normal speed and then has the AUDACITY, to try and sell me the high speed internet... So I remind him, "no no no, you just told me that it was too slow and you were going to fix it. It is not normal." So he now says, "well let me try something else to fix it and I'll call you back. I'm sorry, I thought you just said that it was the normal speed? What is there to fix then?"

So I kindly clarified for him that what actually happened was, after he couldn't figure how to fix it after 25 min, he decided to call me back and LIE to me, and try and convince me that it was normal, though it's not. So now I'm going to bed at almost midnight after working on the hotel's wifi for about 3 hours, after my 13 hour shift. And it's still not even fixed, yeah. I can't say I'll be coming back. It takes 1 bad egg.

At my last night staying there, at 2:00 am a ** couple tried to break into my room. They even had key for my room. They tried three times. I almost called the police. Next Morning when I when to Front Desk, I informed about this, receptionist ** person, of course, stated and apologized that for some reason it show in their system that my room wasn't occupied, and that's why they gave them the key. I don't eat that because those couple, they bang so hard on the room with the lock on like trying to break the lock, but one thing I notice that they had a key. My only protection was my security locked. I think this company has to do something. Also is a lot false advertisement. Like breakfast which isn't any breakfast, ***NOTE: THIS IS NOT A SECURE HOTEL NEITHER CLEAN HOTEL.***

My daughter proceeded to call Hotels.com. Their customer service confirmed our reservation and informed us that they will call Crossland Denver to discuss the issue. My daughter informed Mr. ** that Hotels.com said they will call, and Mr. ** in a very unprofessional manner called her rude because he was serving other customers whereas she did exactly what he had ask her to do (i.e. calling Hotels.com) and simply informed him that the phone call was coming. He said other unpleasant things to us and implied that our printed reservation confirmation from Hotels.com was fake. We were outraged by how Mr. ** was treating us as customers and my daughter told him that she will leave a negative review about their customer service.

When Mr. ** answered the call from Hotels.com he put them on hold for so long that they had to call back. He then did not pick up the phone call from them on two more occasions. Another customer in line understandably became upset that it is taking him a long time to get his plastic cups because the issue we were having with the check-in. When Mr. ** finally spoke to Hotels.com he told them that he refuses to serve us because we threatened him and were causing a problem in his hotel. In the end it turned out that Crossland Denver in fact had our reservation and received our payment, but Mr. ** could not locate it for unknown to us reasons.

Mr. ** never admitted his mistake or apologized. In sum, the issue largely could have been avoided and the problem could have been resolved much faster if the Mr. ** treated us as his customers. Needless to say, we did not stay at Crossland Denver and requested a full refund. We travel a lot but never before had issues like this or received this poor treatment at any hotel booked through a third party or otherwise.

I was not refunded and to add insult to injury, I was charged twice (06/24/2016) $203.64 in two separate transactions. I have called several times only to be told that "Ricardo was the only one who could help me." Finally on (08/18/2016) when I called the front desk at 510 794 9693, Ricardo (08/18/2016) answered the phone. Ricardo told me that I was refunded, that he would not send a confirmation of refund, and if I didn't get refunded, he reported he "doesn't care", because he can guarantee "His company will not refund any money". He told me to take it up with the credit card because he can promise, "I will get nothing by calling the hotel again." He said they refunded to the same card I used to check in. I have the credit card statement and I was never refunded. The facilities were filthy, the customer service non-existent.