Extended Stay America
Reviews and Complaints

My name is Anika Holloman. My husband and our dog moved into the extended stay America located at 12359 Hornsby Ln., Newport News, VA 23602 on 7/6/2023. Our intentions where to stay here while we are house hunting, but I am not comfortable or pleased with this building. Like I said we moved in here 5 days ago and we have been killing cockroach's since we got here. The first night my husband killed 4 roaches and one was crawling up the kitchen wall. Do you how nasty that is. We have been going out to eat which is money we do not have to spear because I don't even want to cook in the room. We are trying to saw money for and apartment and not to mention WE ARE PAYING OVER $600 A WEEK! for a building and room that has roaches crawling on the walks in the hallway and in our room. I went to Walmart (and spent more money that we did not have to spend) to buy clear storage bins to store our personal belongings in. My husband spent money buying bug spray and roach traps to place done. Every day since we moved in, we have been killing roach. THIS IS TOTALLY INEXCUSEABLE and UNECEPTABLE. Did you know that According to the Centers for Disease Control and Prevention (CDC), the cockroach is a known vector for diseases. Cockroaches can also passively transport microbes on their body surfaces including pathogens that are potentially dangerous to humans.

Salmonellosis – Salmonella food poisoning causes diarrhea, fever, and abdominal cramps within 12 to 72 hours. Symptoms are generally mild, but can be severe, especially for those with a compromised immune system.

Staphylococcus infections – This gastrointestinal illness develops soon after food is eaten and usually last about a day. The toxins are heat resistant so are not destroyed by cooking.

Escherichia coli (E. coli) bacteria normally lives in the intestines of people and animals and some types can cause illness with diarrhea.

Typhoid fever – This life-threatening illness is caused by Salmonella Typhi. When a contaminated food is consumed, the bacteria multiply and spread into the bloodstream.

Gastroenteritis – inflammation of the stomach and small and large intestines, generally leading to vomiting or diarrhea.

General diarrhea.

People may become infected with any of these by eating or drinking a contaminated food or beverage. Cockroaches can also trigger asthma and other allergies.

I have a video and picture that I will be happy to share with you. I was walking to my care Saturday 7/8/2023 when I was hit in the head but something being thrown out of the 3rd floor window. Lucky for me it happened to be old, dried dog food so that is another problem I have had since being here. I have spoken with the front desk staff over the weekend, so they are aware of my complaints. I plan on speaking to the manager.

DESIRED OUTCOME

I feel it is only right to give us a break on our $600 plus room per week. NO BODY. We do not want to move from extended stay to extended. We like the space of the room and the fact that you can cook an entire meal, instead of havening only 2 burners to cook with. Giving us a month's free rent would allow us to recoup some of the money we are out of due to having to exterminate ourselves. Our goal is to find us a home ASAP not to live here longer than we have to!

Dear Executives at Extended Stay America and Porter Adventist Hospital in Denver,

Unfortunately, today I had a family member that had an absolutely horrific experience at your hotel Extended Stay America at 5200 Quebec St. Greenwood Village, CO.

Claude and Marilyn Hitshew checked into this hotel on 6/29 as Claude had to have an emergency surgery on the morning of 6/30 due to a detached retina. Naturally, they were panicked about the surgery and the situation they were finding themselves in.

After surgery they returned to the hotel to rest, and Claude was given very strict instructions that he had to lay down and not stay on his feet longer than 10 minutes to prevent pressure on the retina post-surgery. After returning to the hotel, they found that neither key to their hotel room worked. When they returned to the front desk, they were not able to get the hotel staff to give them new keys to get into their room. When speaking with the hotel manager, he was totally uncooperative. When Claude told him he would have to lay on the floor due to his surgery, the manager said absolutely not - you cannot lay on this floor. After hearing that Claude mentioned then just call 911 as he felt ready to pass out. The manager went on to call the police and accelerated the situation. He also said that he didn't want people like "them" staying at their hotel. I am asking you - What does that mean?

After the police left, Claude went and talked with the manager and told him that he was sorry and that he didn't mean for it to get to that point. At that time the manager started yelling at Claude and stormed off. My sister, Lisa Christopherson, tried calling the manager two times when this was going on and when asked his name, he refused to give it to Lisa, nor would he give her the names of anyone above him or any owner when asked He hung up on her twice. She did tell him that she would be reaching out to the CEO/President of the hotel along with media.

I read online where your hotel has an agreement or alliance with the American Cancer Society to provide longer term rentals for individuals undergoing cancer treatment. In addition, your CEO is quoted as saying "We offer a premier guest experience, superior service and high-quality hotels". After reading this can you tell me if this is how the Greenwood Village Colorado hotel operates - with those standards? And why is Porter Adventist Hospital recommending this hotel to patients that need overnight accommodations? I would ask you to vett out the hotels you recommend. People going through extensive treatment or urgent surgery need support, and not attitudes or issues like what I have described. I find it hard to believe that a manager of a hotel has such poor customer service skills. I know it is tough to work with the public sometimes, but when you have an elder man in front of you with a bandage over the eye from a surgery that same day, can he/she not have compassion and better customer skills? They are staying there one more night because the Dr doesn't want him moving around a lot after surgery.

I would like to say something about the inappropriateness around here, and the way a staff member was speaking. Has raised her voice several times and me and towards other guest. Mawtha I think is here name. IT is several incidences. When I first got here she complained that I spilled sugar or coffee on the countertop and informed me that she is tired of "picking up after me" and informed me that I could use a napkin to clean it up. Then one time I was smoking a cigarette and put a cup in the trash outside and it spilled, and again went on that it was a chronic problem, which I did not even know it had spilled out. "Ms. Brown, you are leaving cups in the ashtray again." Talking loudly that they cannot have this kind of stuff at the hotel. Another time, again with chronic problem attitude that my car was again over the line, and I went to check it and it was not. It was an about 1/2 an inch on the line, not bothering anything. Another time the coffee was spilt from the pot to the floor and would make me clean it up, which that is about one of the most rude things I have heard of. And when they come for house cleaning she will knock severely loudly and hardly on the door, basically sending someone into a panic. One time I went to the vending machine to get a soda and it spilt when I opened it and she made me clean it with the rag and spray bottle.

Another issue is that my cat peed on the mattress, and the manager said I could pay for it and change it out. "I've told you not to leave your door open."

She then threatened to call my listed contact, which she has done twice since I have been here.

And several other comments about the linen is too dirty that it needs to be washed so other customers cannot use it.

I have been staying at Park Meadows Extended Stay for a week now and for most part other than the lack of cleanness of the rooms I have not had complaints until yesterday. I have owned a cleaning company here in Lone Tree for seven years so first thing Im looking for is how clean the rooms are. I never said anything about room conditions because, I like most people do not like to complain. But, when they said rooms are cleaned every two weeks, I found two weeks to be over the top extreme and ready to move on, but instead I cleaned the room myself.

Early morning I booked online through a third party to save money. I was visited by the front desk at my door at 11:15 while in the bathroom about to get in shower. instead of a call to inform me that my check out time was up. I told the Roma that I had a reservation I booked online. I booked it for $92. She said it was booked for 13th instead of 06/12. Soma said because she knew I had made a mistake on dates that she went ahead on her own and booked me for today, but at their full price of $142 or daily rate all without giving me a chance to get back online to save money and even though I made the mistake on dates front desk never gave me the opportunity to rebook for right date before they took it upon themselves to rebook, but at full price. After spending well over one hour and half between corporate and then customer relations, front desk said they can drop it by $7.00, but I still need to cancel the reservation for the 13th at Park Meadows cause no how no way could I want to stay here again. I did book another night at Inverness through corporate. Its all such a mess now that I literally just need to cancel all after today! Soma, even begged me three days ago to write a review cause she would take care of me, but I got just the opposite from her and wrote the review prematurely. I will be changing or editing it!

The other issue is the refrigerator had gone out which the gentleman last night working front desk said it happens frequently. Before I notice the refrigerator and freezer were out, I had bought two half gallon ice-creams which both had melted almost fully, not to mention what else had spoiled during the defrost time in the fridge and freezer. I only asked about the ice-cream being replaced, but Soma said only if I have the receipt. I understand for tax reason, but if I don't have it or lost it or like most throw it away then im out $15 plus the other food I tossed this morning because wasn't sure of it being safe to eat any longer.

Last complaint, I woke up a couple days ago with my body aching due to my age and quality of mattresses and simply wanted a hot bath. I went to store bought, Village Natural Therapy for Aches + Pains Muscle foaming Body Soaks. I could not use it because there are not bath plugs. I call front desk said most rooms do not have them. Soma told me that most rooms do, but couldn't find a room that had a plug. This is deceptive practice to provide a bathtub, but do not tell guest the tubs cannot be used!

I booked my wife and daughter a room at the Extended Stay America in Orlando, Florida from June 2 to June 06, 2023. The room that they were assigned was filthy, as well as the hallways in this establishment. Issues with the room included:

1. Infestation with cockroaches.

2. Bath mat next to the tub in the room was black to due black mold.

3. Floor in the room was filthy and had a sticky residue throughout. There were also clipped toenails on the floor.

4. There was a water leak in the room which did not get resolved for three days.

5. When my wife took the towels and bath mat to the front desk to get them changed, it took over 10 hours to receive replacements.

Issues with the hallways of the hotel hallways - since the hotel does not do individual room cleaning, hotel guests are required to take out their own trash. The issue with this is that the hotel staff is allowing this garbage to pile up for days (this issue only grew worse by the end of their stay), instead of collecting the garbage on (at least) a daily basis.

In addition, my wife complained to the front desk about another hotel desk about an individual who was smoking right by entrances (standing right inside the doorway, not only blowing her cannabis smoke into the hallway but also blocking the doorway).

My name is Jewel Washington, I have a room at the Spring/Woodlands Texas location. I checked into the room on Sunday, May 21st. There is roaches crawling everywhere and have had to kill roaches everyday since I've been staying there. On Wednesday, I start hearing a Sweek sound of a rat, I will pass out if I had seen it. I am cancelling my stay early and not paying any cancellation fees. I can't stay in these conditions. I will be turning the key in this Friday evening May 26th at the latest Saturday morning, May 27nd. I will be reporting this to the state inspection office for poor house keeping.

Today is 05-25-2023 and I get back to my room that I checked into on 05-15-2023 and when I open the door to my room the bag of trash I put out in the hall this morning just like your supposed to do at any hotel keep in mind, the employees here had put it back inside my room! Who does this? I have asked several times for them to clean my room ovevr the past week and it still has not been done! The only reason the employees here are not doing there job is cause the management lets them.

This was such a bad experience, I don’t even know where to begin. There was no one at the front desk when I checked in. I had to dial it from the lobby numerous times before someone arrived. I paid some of my bill in cash and intended to do the rest with visa gift cards. The front desk gentleman did not know how to accept them, which caused a long line behind me and a huge problem later in my stay. He did not give me a receipt and may not have applied all of the cash I gave him. A couple of days into my stay, I got a knock on my door from a very rude, argumentative female front desk representative who did not speak English clearly. She told me that I owed the hotel for 3 nights of payments. I asked her for a print out of my bill. She later came back with a tiny yellow post it that said I owed $188 to be current up to that day and $384 to pay my reservation to Sunday in full. I again asked for a print out of my bill. I never got one. A few minutes later, she called me on the hotel phone and I explained again that I needed a copy of my bill because I had to provide it to the 3rd party who was paying for it. She said there was a form on the hotel’s web site that had to be completed in that case, but could not direct me to it. I asked if we could get it by calling the reservations center. She said no. We had to get it from the website. I explained that I had also found out that I needed to stay to the following Saturday and asked her to amend the reservation to reflect that. She said she could not do that, that I would have to make a separate reservation. I then went to your website and made a reservation from that day, 5/19, to the following Saturday and sent the reservation to the 3rd party who would’ve paid it online, just as he did for the hotel I am currently staying at because of what happened after that. She called me on the hotel phone immediately after I made that reservation and basically told me that I did that against her wishes, when she was the one who told me that I had to make a new reservation. She was extremely rude to me, so I asked to speak to the manager. She said the manager was not available. I said, “Well, when will the manager be available because I would like to speak to him or her?” She repeated that the manager was not available, said I had to deal with her, and there was no other option. She was extremely aggressive and that was unprofessional and unacceptable, so again, I asked for the manager, she said, “Why? Because you can’t pay?! You have to pay or you need to leave.” I said, “I intend to pay and I would like to speak to the manager…” She said, “I’m just going to call the police and the will remove you.” I then called Guest Relations, who I was on the phone with when three policemen came to my door. I invited them in and explained that I was trying to get my bill so that a 3rd party who asked for it would pay it. I said, otherwise, I could write a check. I also said that I had been trying to speak to the manager, but the front desk woman refused to let me speak to him or her. The policemen later informed me that the hotel was not willing to work with me and that I had to leave or they would arrest me for trespassing. I have an elderly dog who already had a stroke who was barking at them non-stop and everyone in the hotel knew this was happening, which was extremely embarrassing. I had come to the hotel for temporary housing because the residence I’m moving into was unexpectedly not ready. That’s why a 3rd party was paying and I had several boxes because I didn’t know how long I was going to have to stay. The policemen threw my things in boxes to leave quickly, so I still haven’t found some of my belongings. I still don’t have a bill for my stay that shows record of the rates I was charged for which days, the cash payment I made the night I arrived, and the balance due. I only have a yellow post it with handwritten notes. I don’t even know who or where the information came from or what it was based on, which had been my question all along. The representative did not speak English very well and didn’t seem to have a clear understanding about what I was telling her, which was why I asked for the manager. In light of this and everything that happened as a result of it, I definitely think she should be fired immediately, in addition to the manager who would not even speak to me, according to the front desk woman and the police. You will be lucky if I don’t take further action because this was not just bad, it was traumatizing, degrading, highly inconvenient, and costly. I have worked for hotels myself, and it is the antithesis of everything I know about hospitality. I wouldn’t recommend your hotel to my worst enemy. I was also told by your staff that you only clean every 15 days. The bed was extremely uncomfortable and gave me a back ache. It should probably be replaced. I am usually very generous in my reviews, but this was terrible in a negative range. There is something definitely wrong there. I’ve never experienced anything like it before and no one should experience it. I will be sending a similar complaint about your hotel to the Better Business Bureau, the Attorney General of Pennsylvania, and anyone else I think will be able to take action.

Good evening! I’m sending this email as I’m currently sitting in room 215 of your Extended Stay @ 7901 East 31st Court S., Tulsa, OK 74145 in tears!

I am a first time visitor to Tulsa and the state of Oklahoma as well! This is the most disappointing, disgusting and horrifying hotel I have ever stayed in within my 47 years on earth! 1st I booked a deluxe room only to find out when I arrived that the hotel was sold out and there was only 1 room that I can get Into. Per Sam the room would be at a cheaper rate, with that being said the Manager on duty discounted 50.00 off the room for that reason! Only to get into the room to find that there’s roaches (pics attached) there’s no remote control (per Sam the front desk is out of remote controls) therefore there’s absolutely no TV for me to watch my entire stay! Then you have folks approaching me outside in the parking lot asking for cigarettes when I don’t even smoke! I’m so upset, disappointed and disgusted about this whole situation! I’ve stayed at Extended Stays in the past but this is by far the most atrocious one I’ve ever been to!

I road 6 hours on a motorcycle to visit your town! All I wanted to do is shower, relax and watch tv for a bit! But I’ve been stripped of this opportunity! I’m literally afraid to sleep in the room due to the roaches!

I have absolutely no tv to watch and I can’t use my phone to watch movies because you charge for Wi-Fi! I’d like a total refund due to the inconvenience, nastiness and filth of the room! I don’t want to sleep with roaches let alone take them back home with me! Can you please respond at your earliest via email or feel free to call. Confirmation #[protected]

The stories many guests and I have, shouldn’t exist. When you get overcharged, don’t expect a refund. If you want a copy of your folio, you’ll likely be referred to financial statement fraudster: District Manager Matannah Claridge. The employees are underpaid and the good ones never stay long. Management is made up of a bunch of money mules and con artists. There is no “corporate” number. It’s a 3rd party call center. Ever been evicted from a hotel? This is where the most vulnerable population is a target. The thousands of dollars of Government funded rental assistance you obtain is a perverse incentive for them. Did you think that was going to be put towards the pest control project you were hoping for? They’re not even properly registered to do business in the state, the license is revoked. This hotel chain ain’t got no business in puttin hard working citizens out on the street.

See petition STOP EXTENDED STAY AMERICA on change.org

https://chng.it/jhvrcXKvWt

I want to start the day we stayed here, 04/04/2023 and we were due to check out on the 6th of April but we thought staying here for the rest of the month would be ideal being that we came from NY and we are currently in temporary housing/ homeless situation; so on 4/5 around 8:20pm, I made a reservation covering 04/06/2023 thru 04/30/2023 at the best rate of $24 dollars per night. I recall having Michael go down on the 6th and he grabbed a food order and asked the front if we were good to stay in room 208….

Michael did say the front desk looked confused and called the other side (they claimed) and said Michael Watkins rm 208 and that’s all we heard in the one sided conversation the young man hung up and said yea your delivery guy is waiting for you. We went and got the food and thought hey we are fine then the morning of April 7th a manager said to Michael why are you still here? Michael was shocked confused and of course we were scared to death, he replied, by saying “what I am good until the 30th?” Mike called me immediately and the manager Melletta was dreadful, she stated that a reservation expired and was canceled and if we planned to stay until the 30th we would have to pay $2000+ that was going to be impossible especially since we get paid daily. Melletta brushed us off Friday night and told us to pack and leave we were not supposed to be there! Disgusting treatment doesn’t even begin to explain how we were treated, the fact that we just got there from NY and had no residence did not help the situation as her snide response was to go home?

Why are we getting charged for an oversight on there part if someone would of told us hey come down and check in or said when we got the food delivery you need to check in we would of saved our $24 dollar reservation and we wouldn’t have had to dish out all this additional money. We both work daily to make sure we have a room; we have paid the reservation amount from April 5th at least 2x over and we feel so defeated! They have sent the police to knock on our room door, room phone line is disconnected and internet gets interrupted. I feel we are being bullied and targeted for being from NY homeless and being a mixed interracial couple. I don’t care how anyone feels but when it impedes on us maintaining a roof over our head then I need to seek help from the higher up! I was trying to report this on all kinds of sites to get suggestions on what I can do once we reach the point of not being able to afford the room anymore but right now all that we can do is leave reviews and see if corporate can help us?