Extended Stay America Reviews

A week passed and we were unable to move in. Then when we did, two of the "non-smoking" rooms had been smoked in. The clock in the kitchenette wasn't working (battery) and we were informed that corporate policy said the clocks were being removed. One of the washers has been broken for 3 weeks; the water fountain needs repairing for 3 weeks (rattling all the time). The thermostat in my room is basically non-adjustable in that it's either freezing cold or too hot. The kitchen faucet continually leaks, to which the maintenance person said, "Sorry". The burners on the stove are set at such a sharp angle that it's very hard to cook on. The stove needed to be leveled and after 4 days of asking the front desk, I adjusted it myself, and the filth under the stove leads me to believe that it has never been cleaned.

Then there is the dog problem. I am down here working for the railroad and am working nights. Several times, I went to the management about the dog next door that was continually barking. Not until UPRR's corporate lodging manager called did the problem get taken care of. Unfortunately, I feel like the management team here treats us like we are peons rather than your greatest asset, your customer. I know that habitual complainers sometimes get a deaf ear, but whatever happened to the idea that the customer is always right?

Then 3 weeks later, he called back and literally called us liars and said that they allow smoking. Well, that is not correct; it states no smoking and when we made reservations, we implied that we needed non-smoking room and that we could not be next to smoke. He said to me that it was out of his control. Then when I started to mention that this was ridiculous and I was going to complain to corporate office, he hung up on me. Unbelievable! We will never stay at another Extended Stay.

I extended my stay and was told to check in with the front desk after doing so. I did and the nice young man (only one) renewed my swipe card and I went on my way. The following day my card failed to work. At the front desk I was informed loudly and in front of others in the lobby that my card did not stop working - I was “locked out”. I could not figure why. I asked if my card declined. She said that when I extended the stay, I did not come to the front and fill out the paperwork. I informed her I already came there and was given no paperwork, just a new card (I had already explained this on the hotel phone to “Becky” working the desk that morning. She was very annoyed.) This woman kept saying, "Well, that's weird, really?" Like it was something worth lying about. On and on. I will never stay here and detour all I can to do the same.

My stay left much to be desired, but the last week was a nightmare. When the lobby toilet overflowed and they allowed the guests to walk through wet sewage without telling us and without doing anything to clean it for a few days, I called the Health Department and was told by several guests, some of whom were nurses, that they were going to call. The area manager, Gary **, launched into a raving attack on me for a good ten minutes in the lobby and in front of other guests and the woman from the Health Department. The assault was so loud and vitriolic, beginning with him saying that I had called the HD and had "crossed the line" and "now" he had to deal with this; that the woman from the city had to warn him twice to stop or she would call 911.

I ended up calling 911 and a guest told me the manager said she had called the police on me! He backed me across the lobby yelling and threatening and telling me I was not "his" guest and meant nothing to him. Paying my bill there for three months meant nothing to him. He was only concerned that they got caught in their failures and filth. He yelled and threatened and physically threatened me. He is a man. I'm a woman and he is considerably larger. The corporate office has completely blown this horrific behavior off and shown no concern over this aberrant behavior. The health department person was very concerned and said that it was a serious health violation. She told them what they had to use to clean the carpet and that she could smell the sewage and that they should have cordoned off the area to prevent the spread of the filth. She made them cover it with plastic until it was cleaned. It stunk so bad that people who came to check in left immediately when they smelled it.

After a few days, this stuff had been tracked all over the hotel and into all the rooms. Hotel employees let their own dogs track through it and then set them up on the front counter. Instead of being honest about it, I listened to them lie to the health inspector. They then lied to the insurance company when I informed them how sick another guest and I became from the exposure. The maintenance worker who cleaned up the sewage told me that it was, in fact, a toilet overflow and that he was the one who cleaned it up. A guest watched him do so and I saw the plunger outside the door while the Out of Order sign was on the door. They lied at the expense of their guests' health.

One day, black water poured out of the faucets and also into the toilet. The city informed me later it was a backflow prevention assembly that was not maintained and failed. The hotel said nothing to the guests and let people shower in it and drink it with no warning. The city also cited them for a water filter that was not maintained and told me that both problems allowed impurities and bacteria into the drinking water. The city also cited them for the food service area. Employees were intimidated and warned about their jobs for talking to me and for telling the truth about the filth. They expressed concern and also contempt for the manager who a couple of them said was Bipolar. One new employee, Adrianna, was very sick immediately after being hired. When she called in sick to go to the doctor, she was threatened with her job. So she continued to work even though we could all see how sick she was.

After days of exposing us all to the infection, she said she wound up in the ER and hospital overnight and was put on antibiotics for infectious pneumonia. I wound up with a very bad, deep, serious lung infection and had to go the ER and was also prescribed antibiotics. The corporate office ended up controlling the insurance claims and after a few months of jerking me around, they neglected to interview the key witnesses I provided the names of and Gary denied any employees had pneumonia. According to the employee, she had to bring a note from the doctor. They denied liability for the weeks of illness I suffered and the ongoing other (gastric) illness from the sewage and impure water. But a second insurance company finally paid the medical costs saying they had med pay all along ... which they should have told me immediately since I needed more care.

I simply asked that they pay the medical bills and any other care I needed for the ongoing illnesses, refund my money and cover the lost income I suffered and compensate for the horrific terrorizing inflicted upon me by Mr. ** that resulted in ongoing nightmares from the trauma. I did not run out and sue them and said more than once that I was not vying for a retirement check, just reasonable compensation. The corporate office will not return emails or calls and the insurance company told me they were directed to deny claims by HVM/Extended Stay. HVM is the corporation which owns and manages Extended Stay America, Homestead, and their other hotels. They have interfered with access to the employees and witnesses necessary to support the truth and that led to the second insurance company denying liability.

Since the policy periods overlapped, they used that to extend the time frame during which I tried to deal with them on the damages. They never addressed several of the issues/claims, specifically the ones which they were cited for. The manager was derelict in her duty of care and extremely rude. A good morning from me garnered a nasty, "Did you need something?!" and a good number of both long and short term guests made a point to avoid contact with her. There were visible bugs everywhere and several guests complained about everything from a nest of beetles in their mattress to what looked like ants in a number of rooms. I saw roaches on the walls and doors to some rooms and had beetles in my room. We laughed for several weeks because a roach smashed on the lobby wall was left there and no one bothered to notice or clean it off. I saw the ants all over the counters in several rooms.

The room required serious cleaning due to filthy carpet, crumbs between fridge and wall and filthy oven/stove. I found an inch of burned food in one of the pans that had been left in the cabinet. Obviously, no one inspected the room. After the carpets were cleaned, I spilled a little water and the white rag was dark gray when I blotted up the water. The a/c had a horrible buildup of black gunk and mold and the room smelled like mold. They sprayed a caustic orange stuff which just burned my lungs, then tried covering it up with a nasty smelling disc, then hauled it out of the room and spilled moldy black water on the carpet in an effort to power wash it. It came back with gunk still inside and they did nothing to clean what spilled out of it. It still smelled like mold.

When I turned on the heat, it smelled like a crematorium and one of the employees got so sick when he brought a fan to blow the smell out of the window that he had to leave the room. The manager had blown me off and told me that there was no fan prior to Keith stepping up to help. One family had to leave after two years because of the various problems. They showed me the mold that kept growing back on their wall. The staff told them it was their fault for taking hot showers! I witnessed people on a daily basis who were disgusted with the unprofessional staff, problems with keys and the weeks that went by during which you could not get in some of the outside doors due to maintenance issues.

After five days of looking at blood that was smeared on the hand rails and steps in the stairwell and then reporting it to the manager, Dyan, who did nothing for another day, I was finally able to get Anissa to clean it up. Santos was wonderful and the maintenance man just complained that the area manager, Mr. Gary **, would not approve what he needed to do his job. One pregnant employee was always begging rides home to avoid riding the bus and I provided those rides across town at least once or twice a week. Another always called my room in the evening to ask me to keep her company while she worked alone at the desk.

The desk clerks and the manager would disappear behind the wall and leave guests standing there waiting for service. Some would make personal calls and leave you waiting while they talked on the phone. The food service area was left dirty and the crumbs and spills would stay on the counter all weekend when they did not serve coffee or the bagels which were placed in a container that was not cleaned, just stored away under the counter until the next day. One day someone opened the door to my room and tried to force their way past the metal security strap. My shower was running and that can be heard from outside. I happened to be in front of the door and watched them try to get in. The manager, Dyan, seemed to be totally unconcerned and only asked the employees if they had tried to enter my room. She refused to follow up by using the machine which can tell them what kind of key was used and would even identify the specific employee who might have had bad intentions.

Sticky spills in the elevator would be left there for a few days along with smears on the walls. The hotel stank most of the time and they just sprayed gallons of air freshener trying to cover it up. Piles of dog feces would be left near the entrances - several piles at a time - for days and the manager would just shrug when you mentioned it. The area manager, Gary **, was kept on staff and moved to the Homestead on Plano Parkway across the street which had been one of the three hotels he was responsible for and which employees and local police complained has a serious long term problem with drug dealers and prostitutes and one employee said was nastier than the Extended Stay Deluxe. The current manager at the Extended Stay Deluxe, Dyan, was also kept on staff after the willful neglect and when I stopped by last week to see a guest, she launched into an agitated rant and called the police, insisting that I leave.

However, I was outside at the time and had never been asked not to visit the property. It was preposterous, immature, personal response and totally disrespectful to the guest whom I was visiting with and who voluntarily had come out to speak with me. This was totally unprofessional and slanderous. The linens were in bad shape and they even put a blanket on my bed which was covered with cigarette burns, big burns. When I asked for a decent blanket, they replaced it with one that looked like it had been stuffed in a corner wet and was hard like it dried that way.

My informed opinion due to my experience and knowledge: don't stay here, it is not safe. It is disgusting the lengths a perpetrator will go to cover up their abuses and responsibilities and the additional harm they will cause in the process. There was a clear pattern of neglect, abuse and lack of concern for all of it and then extreme, unreasonable anger when they were exposed.

Room service is mandatory in spite of the reviews about staff stealing from the rooms. The TV is down for days at a time and the WiFi is always broken or running very slow making it worthless. This is a nightmare of police action and calls for service daily police presence. If you can avoid this place, by all means please do so. I would never stay here again and I can't wait to leave this place. In one word, my stay here was a nightmare!

I've never heard of anything like this! I thought it was a Constitutional right to practice freedom of speech. Besides, reviews are necessary for consumers. She has no idea who said what, but I'm willing to bet that I know who she thinks it is (I will investigate). I'm blown away by this conduct by anyone, not to mention a manager of a business! KC did not apologize for anything; she blamed all of her staff, but never took responsibility for her own actions. She cursed several times during the meeting and used other vulgar language, i.e. " pimps, hoes, tricks, weed.”

KC even told us about break-ins and crime at this hotel. I've never felt so uncomfortable and disrespected in a meeting with a company manager, especially since we're Christians! I asked about the "pet contract" that this meeting was supposed to be about, per Matt @ corp., but it seemed KC had other intentions. She told me there was no contract to sign, but all the employees and the corp. stated there was a form to sign. She was trying to dig her way out of a violation of consumers and company policy by fibbing right in our face. I know she assumed all is well, but I cannot allow KC to violate policies, others, nor my family and I.

I have my own business and I have worked for numerous corps. I know my rights as a consumer and I'm very familiar with customer service. This has to be the worst I've seen in a long time. I would have appreciated to have this issue solved. However, I can't stand back and watch others and my family, continue to get mistreated in this hotel by KC and her entourage. This is sick!

I have been traveling with my family for hours in winter-type conditions, but that didn't deter the hotel staff, who simply rejected my requests. I would like to understand the management's viewpoint, as I am looking for other avenues to escalate this concern. I am also looking to see if I can bring the hotel to court to recover all expenses, as mental torture cannot be recovered in any way. I am seriously disappointed with the unethical and inhumane behavior of the hotel, and want to take action against them.

The cleaning lady only came once a week unless you asked for it to be cleaned more often, in which case, when you call the office to ask, they'd huff and puff and act as though it's so much to ask for. The cleaning lady came on a Tuesday, a week after we checked in (only because I asked for her to; otherwise, she wouldn't have come. Very nice lady, by the way, just doing her job the best way she could, I guess.) As she was removing the old linen to put the new linen on, I asked her if she was going to remove the bed skirt and put a new one, because the one that had been on our beds since before we checked in was dirty with some white stuff (gross) and she said, "No, those don't get removed. We're not allowed to remove them."

Anyhow, going against my better judgment, I said okay, and let it go, but was still uneasy thinking about it. Well, another Tuesday came and it was time to have our room cleaned again (a week later). So the cleaning lady came to clean our room (this is the second time since we'd been there). Again, I told her the bed skirts are still there and still dirty, if she could just please change them. She again said no, and I again said nothing (stupid, I know). Well, we went to sleep that night, and the very next morning, we all woke up normally except my oldest son who woke up with little red pus-filled blisters on his arms and cried to me that they itched uncontrollably. We immediately thought it was an allergic reaction from something he had eaten the previous day at school, so we just used over-the-counter meds. No biggie, so we thought.

Well, as the days went by, we started noticing our other son was getting them too, so off to the ER we went, where the doctor diagnosed my oldest son with chicken pox even though he had just had them and said our other son was getting them too. Ok, so we did what we had to do to help him. Then, we noticed my husband and I were getting these bumps as well. Three days later, we went to see the doctor on post and he said we all have scabies, not chicken pox! (Mind you, my sons have had this condition for almost a week now.) Well, we were shocked and disgusted to know that parasites had burrowed their way into our skin and were eating us. He says the only way we could have gotten it was from dirty bedding, dirty towels, dirty carpet, or dirty curtains; and it's contagious. We called the front office, asked them to come to our room, let them know what has been going on with us, showed them the paperwork from the doctor, and demanded our room be thoroughly cleaned!

Later on, as I was speaking to one of the front desk girls, she has the nerve to tell me, "I just hung up with the Orkin man and he said that we can't treat for scabies. It's under your skin [Duh].” As I was talking to her – I told her that the room needs to be thoroughly cleaned to get rid of the scabies – she began to tell me, "Our hotels are clean. We have standards here. Even though we're a hotel, we still have standards and our rooms are cleaned with the best cleaning products that sometimes are even too strong for humans to be around." She also told me, in all of her years of being in the hotel business, that she has never seen a case like ours, that ours was the first! Really, and what, we are used to having scabies? She then had the nerve to ask, "Are y’all military? Because if y’all are, then maybe y’all brought it with y’all to the hotel!" Excuse me, what?! Funny, I guess, being in the military and being a military family, we are dirty and carry scabies with us. Hmmm... Words were definitely said on my end.

So the cleaning lady later came in the room, did her normal cleaning, and again I told her to take the bed skirt off because it is dirty and contaminated with scabies according to the doctor. She said she can't, it has to stay on. And I told her, what is the point of her putting on clean bedding if she is just going to leave the dirty bed skirt? When she looked at me and asked, "You want me to take off the bedding and put clean bedding on?" oh, yeah! I just told my husband we'll take it off after she left and just put it in a bag and leave it off to the side. So we left so they can steam clean the carpets and do what they said they were going to do. We came back, the room did look picked up, but did not smell of cleaning supplies, and the darn bed skirt was still on the gosh dang bed! The following day, the Orkin lady came to spray our room (which to me, looked to be water [it had no odor]). As she's doing that, the hotel manager was also in our room – I guess supervising and looking at us in disgust as if we're dirty and it's our fault we have this. We went to sleep and woke up the next day. Kids have to stay home from school because they now have "scabies" and it's contagious.

We went to the store, bought tons of meds, Epsom salt to soak in, and Benadryl spray; but nothing is relieving us from this ridiculous itching, swelling, and oozing bites we have (sickening I know). Well, finally last night (9/13/12), I noticed that there were blood spots on both beds and I was thinking, well, that's not normal. But I figured my kids were scratching in the night and made the blisters bleed, but now why are there blood spots on our bed? We didn't scratch because doc said, “Don't scratch or you'll spread it.” And as adults, we listened. Something just told me to lift the mattress and look under that darned bed skirt I had been complaining about ever since day 1. Well, we did. We moved the mattress, gently moved the bed skirt, and to my horror, guess what I found? Bed bugs upon bed bugs upon bed bugs and their eggs! Crawling everywhere trying to get away. Fat, disgusting brown bed bugs the size of ticks, not exaggerating, full of our blood that they had been feasting off of us for over 2 weeks.

There were blood spots all over the "clean" bed skirt, the one that for some reason could not be removed. I'm guessing it's from our blood. Immediately, the hubby and I got our camera, video camera and documented all of this (after I scream bloody murder, of course). We called the front desk girl to come in and look at this disgusting crap on our bed that we've been sleeping on for over 2 weeks and all she can say is, "Eeew gross, I'm so sorry that I don't even know what to say." She told me that her manager will be here first thing tomorrow morning at 9 AM, and then she left. We then checked the bed our sons had been sleeping on. Geeze, I thought our bed was bad, not even close compared to our sons' bed. No wonder my oldest is literally covered in bites. You see the bugs come out at night, and when they bite you, they have a chemical in their mouth that numbs the skin. So you don't feel it biting you, you notice it later when you are uncontrollably scratching your skin off. Nice.

Again the front desk lady was called into our room to look at the other bed and let us know she'll give us another room free of charge, um... Thanks but no thanks! We left, and after 2 hours, we finally found a vacancy at a nice hotel. Friday morning, we went back to BedBug-Ville, spoke to the hotel manager, and she refunded us all of our money back (rightfully so, I wouldn't have expected anything less). She took a few of her own pictures, and of course, apologized. Big difference in attitude from before when they all thought we were dirty scabies-ridden military folk who soiled their precious hotel. Needless to say, we lost out on a lot of money because we had to get a regular hotel room with no refrigerator/freezer. So where were we going to keep our food we had just bought from the grocery store? We had to throw it all away. Some of the food hadn't even been opened but needed to be refrigerated or put in the freezer. Our clothes were in close proximity with the bed bugs, so we had to wash what needed to be washed in very hot water and dry on the highest heat possible.

But what about the things we have that can't go in the dryer? Yeah, they had to be thrown away, because if not cleaned properly, then we'll take the bed bugs with us to our new house. We lost a lot of stuff due to their poor cleaning habits in that hotel, not to forget we are still coming up with new bites. And they will probably leave scars because you can't scratch them, but they itch so gosh darn bad that you just can't help it! My advice to anyone even thinking about staying in this hotel is don't, not unless you care to be attacked by bed bugs and suffer because this lasts for weeks or longer. And if they are on your belongings and you unknowingly take them to your house, you then will have an infestation of bed bugs, which I've been told by many people that they are hard to get rid of. Bed bugs are no joke and I've got the pictures to prove it! I never thought this would happen to us.

Wrong. The room was absolutely gross. The room smelled like urine and cigarettes, and the room was just dirty. At 11 p.m., we ran to Wal-Mart to purchase clean bedding, disinfectant cleaners, and air fresheners. The hotel was booked, and there were no other rooms available for a long stay, so we just stayed. It was disgusting.

I flew back to Austin that Sunday, and my fiancee stayed. I contacted Extended Stay America to let them know how bad the hotel was. The first person I talked with was apologetic, but I was routed to their "special" team of customer service agents in Special Services. They were terrible. I was first told that they couldn't talk to me, because I'm not a current guest. I was a guest, and my fiancee is still there. One agent, Lawrence, had the nerve to threaten me, telling me that since we "falsified" our reservation and there were two of us in the room, we should've been charged $5 more a day (on a $34.99 rate).

I left messages with regional managers and never received a call back. Lawrence hung up on me, and I was told over and over again that they didn't have to talk to me because I wasn't a current guest, even though we're both paying for this hotel stay as part of our relocation and I was there the first weekend and technically was a guest. I have never experienced customer "service" like this.

The internet has also been down in the hotel for over 10 days. My fiancee is having to go to local restaurants with free wireless. I told Lawrence that we needed video conferencing and that Bobby holds conference calls with web-based sharing and he's trying to find a place for us to live in the evenings after work (I'm getting the house ready to sell back here in Texas.). Lawrence made a condescending comment about that getting the internet fixed wasn't a priority, so I "could video-conference with my boyfriend." My fiancee is working on other projects that make the internet a necessity and the videoconferencing is so he can help me with getting the house packed up and renovated. Regardless, I shouldn't have to answer to Lawrence, the jerk, about the status of my relationship with my better half.

He also told me that they couldn't talk to me about my fiancee's room, because "what if we were in a fight and I was calling in to get back at him?" Really? I would call and try and help him out with trying to get the hotel to honor the monthly rate, so I could get him out of there and into a nicer place? Because I'm mad at him? Lawrence, seriously? No, it's because he's at work at a new job and not allowed to take time out of his day to deal with you, clowns! The internet needs to be fixed, period.

My fiancee did call the internet support desk, and they were clueless. It's still not fixed. It's been 10 days. Oh, and the power went out a few days ago for several hours in 97-degree heat. Adjacent businesses did have power. It was isolated.

I would give the customer service and overall rating of this company an F. The hotel is just plain unsanitary, and if you look online, you'll see that reviews are terrible. We were too tired to look and assumed that since it's a national chain, it would be fine. The hotel looks like something converted from a by-the-hour motel, and the pride of the cleaning staff is nonexistent. The manager was nice, and the front desk guy was really nice and entertaining. But the hotel itself needs a major overhaul, and the customer service at their corporate office is appalling.

They simply do not care about their guests in any fashion. If I wish quietness, I was told to rent the room above me as well as the one I am staying in, so I would have to pay for two rooms to have any enjoyment or quietness. I did not see that as a solution. Does that make any sense to you? This is your worst nightmare. Do your self a favor and pass this hotel chain by. Run when you see their signs.

Stay away from ** and the staff at the Extended Stay in Southfield, MI Northwestern Hwy. Yes, the one right across from another hotel chain. It has been ages since I have been there, thank God! They kept up drama. Their ** were covered by an incompetent manager named ** who acted as if he didn't know how to fire staff. Yes, fraudulent charges were made on my account as well because I kept having to report the staff. ** thought it was some kind of a joke, and since most of us are African Americans, we are supposed to love each other. No! They are ghetto and trifling - and no, I didn't know them (for all the white folks and other nationalities who are reading this)!

I reported everything to the corporate office while all this was going on and none of them did anything! So they get whatever they deserve. I could not care less!

I've worked in the customer service industry for more than 15 years and would never treat my customers in the manner Pamela treated us. She undoubtedly needs additional training and an upgrade in her customer service skills. We will never stay at an Extended Stay America again and plan to spread to word about this hotel chain's sub-par standards.

He did not have any customer service skills at all. I believe he was racist, bigot and just decided that he was going to give me a tough time. Lucky for me that a sincere older gentleman just coming on duty came to my rescue. He was able to get us into a non-smoking room with a key that would open the door. I'm a patient person and and I am not a racist. I give everyone a chance. I did not give up after five times going back and forth to the lobby. All the time, he was putting in the wrong code. I will not use Extended Stay in Lakewood, 5200 South Quebec, Colorado again. Please run away from the place.

I was paying a higher rate because it was a renovated room. The mattress is at least 10 years old and the only renovation is the new curtains and bedspread. I stay in many hotels all year and ESA has gone way down hill. Instead of renovating their rooms, they need to send their employees to some kind of training. They are the worst hotel or should I say motel to stay at. I wouldn't recommend anyone stay at any of their establishments.

Tonight I found out I got overdraft in my bank. Who will pay my charges? This is the second time it happened to me in Rhode Island of Extended Stay America. Are you using this kind of business in your customer to charge twice? You have to pay back my money as soon as possible. You have no authorization to charge your customer twice. That's against the law. I am your regular customer in your hotel. My room is ** with telephone number **. You have lacked customer satisfaction.

I paid what I was told I owed and I then was asked to fill in a form to confirm that I had finished paying for the whole stay. I then confirmed again that I had finished paying and I was told yes. On the morning of 15/12/11 I was phoned by the reception and I was told I still needed to pay for 4 nights. After protesting that I had been told and it was confirmed that I had already paid up until, he then told me that I hadn't been charged for the last 4 nights.

I am absolutely disgusted that they still want me to pay for 3 nights (I have been given one night free) when it was admittedly their fault and not mine. Due to the fact that I believed I had finished paying, I have spent all the rest of my money on Christmas presents and I do not have it, nor does my fiancée. The manager said they will take payment from my card on the 22/12/11. I am outraged that he does not see that it was their fault and not waive the bill as is the decent thing to do. This last payment means I have to cancel mine and my fiancee’s trip to Paris for Christmas; therefore ruining our Christmas. The staff do not know what they’re doing and this mistake is an absolute outrage. I fully intend on making sure that people back in England know just how terrible this hotel is. Do not stay there.

They will charge your credit card without authorization and if you think that their customer care relations department will help, forget it! All you will get is a person to vent on or to forward to a voice mail box where no one will respond back and resolve the situation. If I were you, I would stay away from any related Extended Stay hotels that are connected with this company. They have thousands of complaints and have no real intention of resolving them, period!

Customers with complaints should not waste their time with attorney fees because that will go nowhere. Just post and paste on "Google" and that will be the real reward for these people. Someone should better do something and soon. They are making the wrong people angry.

At this time, I'm at the LAX Homestead, and today was the last straw. Over the last few weeks that I have been here, I thought that my sheets weren't being changed. And today I went down and got my own. I also know that they don't clean the blankets or bedspread, because I haven't ever seen a clean one being used by the cleaning crew. I only see the sheets and nothing else; even tonight, they didn't have any extra ones. This is the first time I ever came across this.

I almost forgot when I stayed in Oakland, now that was real bad. I saw that a cleaning lady turned over a mattress that was so full of blood, and she just put a clean sheet over it.

I can only say that if I'm ever sent to California again for work, I will never stay in one of your motels. I don't know why it seems that it's only in this state, because I've been in many states and never seen any of them as bad as these are.

Now, as of today being 10/07/2011, things have gotten even worse with this motel. I went to the doctor on 10/03/2011, because my skin had blotches and it was itching. The doctor told me it was because of bed bugs. I advised the motel about this and asked for another room that was clean, but when I arrived back at the motel, it was about 9 PM and I was told that I must clean all my belongings before they would give me another room. Well at that point and being tired, I asked for new sheets and blankets which the guy gave me. I also told the front desk twice that they must at least give me new linen on cleaning day. But when I arrived tonight to my room, the cleaning person had used the same old linen on my bed. I asked the guy at the desk for new linen and had to change it myself.

I know that this is a Friday night, so I will wait until Monday to receive a reply on what you are going to do to fix this matter. Please don't force me to go further. I only wish for all my belongings to be cleaned properly, and my doctor's visit and meds were only $46.58 for which I'm not worried. What I'm worried about is bringing these bed bugs home, because there is a newborn baby at home. And if you know about bed bugs, there is only one way to clean them from clothing. So please answer this.

I moved to room two, there was no hairdryer, has lumpy pillows, no blanket on bed, recliner broken, colored TV that only has red on the screen.

There was power outage for 24 hours. No backup generator or safety lighting. The manager never showed up to handle guests. Staff was untrained and uninformed as what options to provide, or even handle customers in a gracious way. Night shift laundry staff departed premises at 1 a.m. I did not feel safe or secure. Manager could not be reached until the next day (Sunday).

Food got spoiled in refrigerator and freezer, no compensation. I was told by ESA staff I could relocate to another ESA, but manager needed to authorize transfer. The manager was unreachable to make transfer. I was told by ESA staff a full refund would be given for nights of no power. Another ESA staff member stated a discount or coupon would be given for compensation--no refund. Another ESA staff member from another ESA location stated ESA-Dutchman manager was on site during the power outage, but stayed in his room.

One guest reported flooding in room due to heavy rain. Another guest had an infant, so they relocated.

The building was being painted. I chose this motel for privacy to do business during the day. Every day there were major disturbances. Painters smoking outside my non-smoking room, scaffolds/ladders/cranes and workers outside my door for two days, painters bantering and smoking. The painters were polite but not guest-oriented. They didn't move when I needed to pass through their work areas at outdoor elevators, stairs and room entrance.

Then I received a note on my door that the locks are going to be changed, and someone will be entering the room to do the installation. The old key won't work, so I'll have to get a new key that will.

Bad luck with this choice of hotel. I rate it 1/2 star.

The side door to the hotel doesn't lock right and homeless people have been found sleeping in the hallways. Crystal, the manager said I complain too much. A woman in room 313 told me that she got here 6 months ago and pays 750 with her boyfriend. I asked for a long term rate, and suddenly the manger Crystal ** had a room available. She said she would do me a favor and give me a long term resident rate but I had to move out of my king bed room which wasn't a room they extended for long term rates (which they didn't tell me initially and I was paying 1200 a month instead of 750 as the others were paying).

I moved from Room 246 to Room 228, with a queen bed. My young daughter was living with me, so it was a smaller room and more inconvenient but the rate being cheaper was worth the difference of price. Then the upstairs resident named Tory started stomping around and making noise from above, our ceiling thumping at past midnight and four a.m. for weeks. I complained of course and crystal said call the cops. I called her DM instead and told him she behaved inappropriately, that bringing the cops to the hotel is bad for the residents and unprofessional of her not to deal with these things, as a manager. She also speaks like ghetto trash, she has no idea how to effectively deal with problems and is very uneducated. She makes a lot of excuses and tries to talk her way out of dealing effectively with the situations.

For instance, she kept telling her night staff to tell me that all they can do is "monitor the noise". She never did anything about the noise, but she told me I can move my room and the staff would help us. They had room 300 available on the smoking floor which I took since it is a corner room. I told her I expect to be here for months, till the summer maybe. She understood this. Then, together with my 12 yr old daughter and excuses from the staff that none was around to help us move. My daughter and I moved ourselves to room 300. A week later when time to pay the month came around, Kristina, the desk clerk called me (today March 9) and said my rate is going back to 40 a night. I explained to her this is impossible.

She said that they didn't have any more long term resident rates and that "they told me that". I said I already have the rate, proof is that I was moved out of my $40 king room rate, moved to a "long term rate" at 798 a month (which includes tax but is anticipated at being dropped after 90 days as per the information given by the Walmart employee in Room 313), and that I recently moved again to room 300, a queen bed and made it quite clear we were long term residents now, as was clear to Crystal.

Kristina and Megan told me to take it up with manager Crystal. It was 3 pm when they called me about this and since I have full days and cannot take it up the next day when I anticipated on paying, I told them to have Crystal call me immediately. I also left three messages for Bryon **, district manager. I called the hotel about six times to make sure we discuss this immediately, and before five pm. When nobody called me back, I called the hotel and told them how crucial it is we speak about this before tomorrow, and that they will be rendering my daughter and I homeless if they change the rate.

Eda, the Manager threw away a lot of my personal belonging and when I told him he was throwing my kids' toys. He says, if I can not throw away what I want to throw away then you can leave. He always mentally abusing me and has gotten me to the point that I have been cutting on myself.

I am about to take this Motel to Court because they are abusive towards me while he was in the room cleaning it up. He asked me when the rent was due next and he then told me that I would have to leave on the 3rd to fine me another place to live. I have a Lease Agreement and he has to give me 30 days. Not only that he threw away my meds that take mentally, I am not faking my mental Illness I have Proof and I have proof for I see a Dr/Therapist twice a week.

Eda is singling me out and it is not right just because I have a mental illness. Throwing a mentally ill person out of a place is against the law if especially if they have no where else to go. There are laws that are in place to protect the mentally ill person. As I have stated, they are singling me out just because I am mentally ill and I have D.I.D/ M.P.D. If you ask me, Extended Stay America needs people to start taking them to court for the way they treat people. It is not right on how I have been treated. Eda needs to be fired for how he treats the mentally ill and throwing my kids' toys away and then saying everything as to go my stuff is not cluttering the room. There is plenty of room to walk around. Eda has caused me to cut as I have stated, it takes my Therapist to keep me from really going off the deep end and really doing something bad like killing myself because of the torment of how Eda hurts me. Eda, the Manager had no right to throw my kids' toys away and or my Meds and a few other things.

We went to the hotel at 10 and asked the lady at the help desk to tell their room number. She did not help us. Instead, insulted us badly and told us "there are so many people who checked in today. Do you have any idea how much work I have to do to find your friend's room number?". Despite of requesting her several times, she did not give us her phone number so we asked her to at least give a call at our friend's room and inform them that we are here with dinner. She literally insulted us and asked her to leave. After that, we came home and tried calling the hotel, asked them to connect our friend. She heard our voice and hung up the phone. There was no way we could contact our friend and he slept hungry that night. He traveled from India for almost 30 hours and slept without even having dinner. We kept on telling her this, but she did not even care about it.

After that, few more friends stayed there and whenever we went to the hotel, she behaved very badly with us. Carol is not like that though, she is very nice and good with everybody. The other two ladies are very, very rude and insult us every time we go there. I asked them for their manager's number. They denied to give that to us and yelled at us and insulted us terribly. I don't know what to do, so finally I decided to write to Consumer Affairs.

I said no, it should be $1050. We had the money to pay for the room for the month for a $1050, so from that day on we were paying $80 flat. So I thought till one day I looked at my receipt I saw $87. I asked one of the staff why are some staff charging us $87 and the other are charging us 80? Then we continued to pay for the $87; then one of the staff had told me that after the 14th stay that our rate would automatically go down to $64. I’m like that’s cool then, but no that wasn’t true. Again they told me in order for me to get that rate I would have to pay for a week in advance.

I said how much for a weekly rate; they told me $485. So my husband went to go to pay for the week of $485. They told him it was $585 weekly. I’m like what? Then we were using our credit card to pay for our room at times, so all of a sudden the general manager Martha said they can’t take payments over the phone and they have been using my credit card over the phone all this time. My son is in Utah and he even paid a payment for me and he is in Utah. Then last week, like on June 15, 2010, I heard Gene talked to a guest who wanted to know some information about what a monthly rate would be; she quoted them $1200 monthly and she asked them for their credit card. So they book the reservation then and my husband left for work.

I was going to pay for my room half cash and half on my husband’s credit card. Me and the staff member was going to do the transaction. Martha came from round the corner and she didn’t even look at the credit card to see whose name on it or anything she just went, “Oh, no. Oh, no,” and that my husband had to be here. So they told on June 18 that we owed $105. Ok, so my husband went to go pay them; we owed $235 and my husband try to pay them $150. They told him no. Then she called the RM and said we had to $300 to pay or we had to check out. So my husband went back to pay them; they said we owed $163 and our balance is zero. Now Gene called at 1230 saying we owe a balance of $175. Now I don’t understand. I think they have something personal against me and my family, and yes we have been late a couple of times. Well, the last couple of days because they saying we owe these prices, so it’s harder for us.

My husband and I are frequent travelers for leisure and work. In December 2009, we had booked a deluxe studio with kitchenette foa r couple of months with intention to stay a bit longer (job transfer).

Unfortunately our second month turned into a pure nightmare. The hotel staff had placed construction workers (several rooms), smokers all around our non-smoking room on a completely non-smoking designated floor. Despite our numerous complaint to management, they seem to not care at all and have done nothing, but given bogus warnings to smokers. Not only tobacco, but occasionally the hallway was filled with marijuana odor, as well. I notified the Hotel managers again (Arzu ** and Melissa **), but nothing really happened. Arzu sent me an email, stating that nothing could be done. Really? !If not a criminal offense, it is still a civil offense, correct and they should take appropriate actions as long as they have other civilians occupying their rooms (especially non-smokers on a non-smoking floor). I even contacted the health department few weeks ago and was informed that they have inspected the hotel and spoke with the management.

Besides smoking, we had other issues, such as loud voices and noises from guests (workers) drinking and partying in their rooms till midnight, slamming doors, lukewarm water in the shower and extremely loud A/C.

We booked a room through Hotels.com for 12/31/2009. We arrived early and were told that Check-in was at 1:00pm by the manager. Upon return she had left a message that there were no vacancies and we had to call Hotels.com back. We were not placed until 6:00pm and our food went bad, that cost $300.

Once again, we reserved a room for 1/6/2010. My husband and children arrived and were told by the manager that there were no vacancies. I then called Extended Stay to find out what the issue was. There was nothing noted anywhere for Extended Stay.

I called again the 8th of January and was told that ** had stated that at one of our previous stays, my husband had left the trash in a bag outside the room door. She came and told him to move it and that he said something rude to her. My husband said that she actually said something disrespectful to him. She stated she told us about the situation and told us we could not stay there. She never noted any documentation of any incident, so how can we even identify there was a problem. Extended Stay did not know about this. She has never told us that there was a problem, even after several calls to the hotel to find out what the issue was. She was never available.

** was contacted by myself left a message. She returned my call once, telling me to call her back. I called back and left a message but was never called back after that or informed of any investigation or proof of anything occurring. I call on occasion and always receive voicemail.

I would like Extended Stay America to investigate this and remove whatever notation there is that we can not stay there because we have done nothing wrong. The fact that there was no notation is suspicious. I would like an apology and compensation for everything we had to go through and still are going through because we still have not been acknowledged or had the issue investigated. We were left in the cold for three hours with our children and our food went bad. Hotels.com helped as much as they could.

This hotel has giving me so much trouble, the rooms are dirty they smell like tobacco, things are broken in the rooms, i don't complain to them , i just go to work at night, come in take a shower and go to bed. I wish someone would get a new manager in there that will treat you like you are suppose to be treated. I pay alot for hotels, so i think i deserve some comfort. I feel if it was you, you would fell the same way too. I just want to do my job and then go to where i am staying, and get sleep and be treaded like a guest should be treaded. This is all i ask. Thank you for listening to my complaint.

When i stayed at the Extented Stay HOtel on Burr Ridge, it was always clean, the manager treated me great. The hotel had no smells to it. This is the kind of treatment, you should get when you stay at a hotel as much as i stay in. I am not hard to get along with, i just want to be treaded, like a human being. I work evey week and i want to stay in a place that i feel comfortable in. Thank you for your time. I useally dont complain but i have had my belly full of the hotel at Darien Illinois.

we did call the front desk, who offered to switch rooms or have someone come fix it first thing in the morning. we decline switching rooms since it was already approx. 10pm. No one ever came to address the toilet. Finally on 10/1/2007 the lady who was registered with myself staying in the hotel was trying to get into the side entry gate to the hotel with our room key, myself following not far behind her. the key was not allowing access to the building and the manager (Gayle) who was standing inside the gate instructed one of the workers (Patrick) not to let her in because he didnt know who she was or what room she was staying in. My friend and I both had keys to the room, and ha both given id's at check-in. Gayle then proceeded to tell us vey rudely that, that night would be our last night staying there. Bottom line, the hotel is very poorly ran and very unprofessional. I really feel like i deserve some of my money back.

Then a few months back I stayed in a location in Fairfax, VA (Fair Oaks Mall) where I got lost nearby the hotel, and the woman on the other end working at the desk could barely speak english! She gave me horrible directions and 45 mins later, I was able to locate the hotel. Finally, a few days ago was the last straw in Chesapeake, Va on Churchland where once again, the front desk attendant woke me up out of my sleep at 7am and called to tell me that I owed them 79 dollars. (Even though it was a direct bill to my company). I had just checked in at 12:30 AM the night before and this was the last thing that I needed. As I walked by at 11AM to check out, the lady told me "Sorry, I was just doing my job!!" All of these actions are unacceptable and I refuse to ever be put in an Extended Stay Hotel ever again. I will make this known of everyone around me as well.

But something terrible has happened at one of the locations in Bensalem Pennsylvania. At ( 3216 Tillman Drive Bensalem Pennslyvania 19020) The issue I am referring to is mistreatment being done to the hotel occupants. My complaint is about the general manager Ms Kimberly Shoffner

The following events took place Going back in the year 2001- 2004 During my numerous visits there at Extended Stay I was treated cruel by the staff members there was loud

banging and kicking being done by the hotel maids, yelling at occupants saying house keeping, large bags of trash being left in the hallways, smoke butts being left all over the floor ect.

There was physical abuse being done to another women in the hotel rooms while nothing was being done about it by hotel management.. But nothing beats the treatment that I received by hotel management a lady by the name of Ms Kimberly Shoffner who made my 3 months stay there living HELL. Ms Kimberly Shoffner was very rude, when I would ask for towels and washcloths, Ms Kimberly Shoffner would go out of her way to be rude laughing at my frail apperance and making jokes to her co workers about me, when I was standing there.

Having the co workers call my room to harass me on the telephone leaving messages saying I look like I have AIDS,when in fact I have CANCER. Ms Kimberly Shoffner would also send the maids up stairs to kick and bang on the door early when I was at my most VULNERABLE to yell housekeeping. I was truly humiliated.

Now as if that wasn't enough, she has taken it upon herself to bar me from this wonderful establishment, saying I cannot stay there. This location is goob for me when staying there, because it's easy to use public transportation, due to my illness. And its affordable for me when visting there.

I have done nothing wrong to Ms Kimberly Shoffner but her hate seems to run deep. She has lied to the office officials at Extended Stay and slandered my name. There seems to be no end to her madness and no one who will help me in this matter, this is the reason for my complaint.

I have put in complaint after complaint about Ms Kimberly Shoffner but nothing ever gets done about it. People who have Power over her just blow it off and say she has been empowered to do what ever she wants, I find this to be disturbing.

Could you please help to resolve this matter. I love staying at extended stay and I'm looking forward to a great stay there. I have tried putting in numerous complaints to the corporate office below about Ms Kimberly Shoffner the general manager but i just get ignored.