Extended Stay America
Reviews and Complaints

I stayed at the ESA on Stephenson Hwy in Madison Heights from 4/10/21-7/02/21 and had nothing but problems from day one. They didn't have a room ready and then I had to extend my stay - I was actually yelled at for making things difficult by extending my reservation at the Extended Stay America, if that makes any sense. I was talked to like a criminal staying in a halfway house by most of the staff, including the GM. My rates kept changing, and as I had to continually extend my reservation - the staff was counting days on their fingers, using a small desk calendar, and the calculator on their phone, completely disregarding the hotel computer system - which always had me suspicious about embezzlement and fraud, but it was more difficult to argue with the staff all the time. I should have simply made a reservation elsewhere, but was dealing with personal crisis in my life, which was only made more difficult by the staff at the ESA. I toughed it out and made it through. When I checked out on 7/02/21 I had no balance as my reservation was paid ahead. I never made any phone calls or rented movies, there was no mini bar, and I left the room clean and without damages. I have pictures to confirm this. After checking out, and hours later - the hotel hit me for an additional $250. When I contacted Guest Relations and spoke with Matt after the July 4th holiday, he assured me an investigation would be conducted as he suspected the staff was embezzling from guests. I told him that the police had been at the ESA regularly, that residents of the hotel often drink in the back, swat teams have been in full force, I watched three police officers chase somebody off the elevator right outside my room, the hotel smelled like cigarettes and marijuana - primarily the stairwells. Now I'm not sure if it was the staff or the guests at this point. Rebekkah, one of the staff members actually told me I was making her brain hurt as she counted my days on her fingers trying to figure out what day she was on. My guess is that her little stoner beanie was on a bit too tight. Can you imagine? Being told that you're making somebody's brain hurt as you hand over thousands of dollars to people to treat you like garbage? If I told a client they made my brain hurt, I'd be fired, written spat minimum. Not at the ESA. Momma Ashley the GM seems to think that's her house and her kids run the show. Nevermind that I was paying for a service, not imposing at her front door. Hospitality is one thing, treating guests like a criminal and acting as a parole officer in a halfway house is certainly not what I expect for over $5, 000 in costs. Would you pay people $5, 000+ to be insulted daily? At any rate, Matt in guest relations assured me that there would be an investigation. What I received was a message from Ashley at the Madison Heights location - people I am free of dealing with and refuse to deal with ever in life again, so I did not call her back. I followed up with my bank about the formal dispute I launched regarding the unauthorized, uncategorized, $250 transaction assessed well after the fact and without my knowledge. My bank indicates that there should be paperwork that ESA can provide detailing the alleged incidents totaling the $250. Due to the nature of this problem, I would also like a full accounting of my rates and payments because it sure seems like the staff was stealing from me and embezzling money from guests. I called back to guest relations and spoke with a woman, I did not get her name. She assured my that a District Manager would be calling me directly and within 48 hours. It has been 5 days and I have received no such call. I called back in several times and have been unable to speak with an escalations team in any way. I will be forwarding this correspondence to my bank as well. I expect to hear from somebody in position of authority within the next 24 hours. I suppose if ESA is going to simply ignore all attempts to resolve the matter - I can explore my options as well. Within the next 24 hours, if this is not resolved - I guess I'll start leaving reviews any and everywhere I can. Reviews I will refresh and update regularly. Trip adbisor, Google, Yelp - all that I can. Additionally, I will continue to file complaints and I will consider taking ESA to small claims court, relatively cheap filing fee. I will be calling back as soon as I copy this and send to my bank, and complete my submission herein. To say I am appalled by the lack of resolution with such serious accusations and issues being waged against your staff is an understatement. That said - it isn't that shocking since I know how poorly the staff at ESA Madison Heights operated. It must be companywide. Disgusting. Ironically a friend just asked me for hotel recommendations - I didn't give him any but told him to stay as far away from ESA as possible.

I Charles Sydor stayed at the site in east rutherford from the night of july 30-july 31. the refridgerator was not cold, the remote for the tv had no back to it, the hair dryer was broke, the room, and hallway smelled of marajuana and vape juice in a building rhat states no smoking. The only working elevator was apparently broken as 2 times I used it the door would almost close, bang into the side and reopen then attempt to close again. Also I have bite marks on my hand and arm that resemble bed bug bites. the address I stayed at is 300JN-3E east rutherford NJ 07073. my confirmation number was [protected]

I checked into the Extended Stay America on 7-6-21. This is not my first time in the "hotel". It is dirty and run down. The room I checked into the cabinets in the kitchen and bathroom are chipped and damaged. There is mildew in the tub/shower and when we went to use the pull out sofa old food and dirt came flying out of it. Not to mention it was broken. I had been staying for approx 4-5 days when I noticed I was getting bit by bugs in the room. My daughter went downstairs on the Friday and asked if we could get the room cleaned and a change of sheets. We were informed that their dryer was broken and there were no clean sheets. I went back on Monday 7-12-21 and asked for the same service. The front desk person went on to tell me that I was lying and the dryer was never broken and that no one would tell me that and that I haven't stayed long enough to get my room cleaned or new sheets.
Later that afternoon I went and spoke with another front desk person to inform them of the RUDE service and that I am continuing to get bug bites. She said that she would make sure it was done on 7-13-21.

I went to work and expected my room to be cleaned when I got back and of course it wasnt. The following morning I went and spoke with someone again 7-14-21. Which I was told that the room needed to be sprayed and a deep clean needed to be done which was going to happen that day. I get back to my room last night to find the room was "cleaned" the sheets were changed and new towels but I fail to see how there was a deep clean was done when the carpet wasn't vacuumed and the bed wasn't moved to be sprayed. The reason I know this is because I specifically left a dryer sheet right next to the bed before I left and it is still there.

I am getting more and more bug bites and taking pictures of each bit that I notice. I am stuck in this place until Sept for work and my next call will be the health department because of the bug situation.

Due to the negligence of the staff at 4881birch st newport beach ca. 92660. I was hospitalized and almost lost leg and life. An still under treatment of hoag drs croyer and cooper. Please refundb for stay lost articles dr bills loss ofb income oain and suffering

Duane lavold [protected]
[protected]@gmail.com
Send rent to. Chase swift:[protected]
Account number : [protected]

Account used for last three payments over $2, 000.00. Six months prior using different vendor for 6 months averaging $3, 000.00 a month plus stolen goods and an offer for remuneration for lost wages pain and suffering etc

I reserved a room on June 15 - June 20, 2021 at the Extended Stay America - Austin - Arboretum - South. I printed out my reservations and the second page showed I had guaranteed reservations. I arrived at the hotel and was told they were overbooked and I could not get a room even though I had reservations. I was very upset. We were in town due to a pre-term birth of our first grandchild, an emergency. I was appalled at the lack of customer service. I sat in my car for 45 minutes waiting to speak to a supervisor over the phone. I was continuously transferred from one person to another. I WILL NEVER AGAIN BOOK WITH THIS COMPANY. THE CUSTOMER SERVICE IS HORRIBLE.

We stayed at the Extend A Stay in Malvern/Great Valley and had a room that was not fully clean. It looked as though it had been sprayed with a furniture polish or a white film product but never wiped off. It was on the headboard, desk, shelving under the tv, and the back of the door. The microwave and cabinets had food/drink splatter marks. I had to clean my room because we had just unloaded our things and didn't want to put it back in the bags and move. Seemed easier and I was annoyed but not a person to complain. So was gonna just let it alone, because my fiancé works for Upper Merion police towing from accidents and stolen recoveries he was working a on call back to back shifts, he wanted to just shower and get sleep. So he went in to shower, and the tub was not draining, it was up over halfway to his shin when he was done, and the toilet just circled it didnt ever empty. So when we were going out to get dinner we stopped at the desk to let her know what was happening and at that time also mentioned the cleaning as well, just so it could be addressed or if any other guest would say they had the same, the staff member could be made aware. So we just wanted to get maintenance to check the water and let her know that we did not get what we paid for, and it was a bit much. So she right away apologized and told us she would be on til Morning and she was going to get us a Free Room Voucher that we could use "anytime" and it was good for a year. She was going to contact her manager and let her know, and ask to have that for us by checkout. When we checked out the manager still had not arrived and the same girl from night shift was there. She said her manager told her she would call us but she was gonna put it in the mail Sunday. Sunday there isn't Mail, so it was really Monday. And we did receive "The B.O.G " by Wednesday or Thursday. We have since that tried to use it and not just for one location, we have had guest relations try all the surrounding ExtendAStays. Our main location is King of Prussia/Valley Forge Pa, but we also Stay at Malvern/Frazier and Malvern/Plymouth Meeting a few times, and the Malvern/Great Valley that we received the B.O.G, was our first time there and they arent accepting B.O.G's either. We had them check weeks in to tell us the next available for these locations and nothing in site. We spend the weekends, which is every other weekend that he works Thursday til Monday Morning straight through, on- call; so he sleeps between alerts. And instead of trying to sleep in the car or his truck we stay at usually ExtendAStay these weekends. So to not be able to use something given for not recieving what we paid for, is crazy and to be told there is not one night in 5 locations on even a Thursday or Monday night. We would really like Someone that can help us just void this B.O.G and make us a room reservation through corporate. Is all we are really asking to have done, and if this can't be done, the money back on the card so we can book it ourselves. This isnt asking to not use it there, we are trying though to use a B.O.G that for 2 months has nothing and nothing upcoming out of 5 location choices. It seems odd it's not accepted as a normal gift card and the money that we already paid for the room that was not cleaned properly and pumbing issues, so why the value and being made available to use this the same as the money taken from my bank account is what is upsetting. We have already called and spoke with Guest Relations, and we're told someone from refunds would call us within 24-48 hours and didn't.
We had to call and follow up and we're told that someone would call us back but it was noted that someone said "we need to just keep trying with The BOG because there is no need for a refund, the BOG was all that we were allowed?! How can you give something that your own hotels don't accept and to say I can use it anytime when giving it to me, but out of 5 locations not 1 has any openings in site for weeks and 2 were checked for months in and nothing
So we are hoping this can get to someone able to just book us a night at either the King of Prussia Location or Malvern/Frazier location both in PA. Or refund the room amount to our debit card so we can ourselves
The B.O.G can be voided since it's not accepted any where in our desired locations, please

My husband and I and my daughter stayed at extended stay America in Valencia ca on March 23-25 2021. When I received my credit card statement I noticed a charge for $250 I called to find out why it was I was told that I left a mess in the room & 3 drug paraphernalia pipes were found & they had reported to the police department for me to call the police if I had any questions. I left a review and a manager Todd had called me to help me with my review he did not help me he said it was my drug pipes n I left a mess that they had to do excessive cleaning I asked why was excessive cleaning he would not tell me and hung up. I filled a complaint with BBB and on April 5 I received a call from the hotel that I was getting a refund of $250 back on my card I asked why he said 'my people's didn't have enough evidence to charge me anyways after I got a refund my husband gets arrested for criminal threat an employee called the police and said that my husband called on the phone and said he was come there and shoot up the place. My husband has never called the hotel nor did he make any threat to anyone there. Anyways I bailed my husband out on $50,000 bail my husband and I are wondering how they got his name and last name. First of my husband didn't call and say his name n last name and make a threat does that even make sense for anyone to do that to make a threat and say who you are? We believe because I got a refund and I filled a complaint with BBB someone was angry and this was their way of getting revenge to make us lose money because the money that they try to steal from me was returned and they were mad about it. I let BBB about this but they said they don't take cases that have to do with court. This is so wrong of who ever that did this to my husband they better have evidence of my husband calling phone records incoming call something audio video now my husband has to deal with court dates and stress of going to jail just on lies and now in finical debt. I have plans on suing the hotel & the employee for false accusations this is so wrong over $250 that they try to steal from me and couldn't and I did what was right to file a complaint. They have priors on charging people for cleaning fees just to steal $250 from people and lie and say it was dirty and drugs and drugs pipes they put in room and take pictures and say they have proof. Well I did something about it because I didn't leave a mess or leave 3 drug pipes. Thank you, I hope something will be done to this employee for lying again for something my husband didn't do.

I work for federal governement, and I experienced the worse customer service on Friday, May 14th to Sunday, May 16th. I have booked a 7 days at the Extended Stay, America(12450 Milestone Center Drive, Germantown, MD).I requested a quiet room, to have financing COVID-19 deaths, for 500 million tragedies. The following : feces in toilet, loudness.

My whole stay from Friday April 30, thru Sunday May 2nd, there was yelling choking fighting screaming thumping and it sounded like people were being tortured. I reported it to the front desk and she said she could hear it that it was just one employee at 830 at night making all that noise. She said that she went to stand by door and didn't hear anything. It's very disturbing to have to hear that. I was very uncomfortable. There is more I would rather tell someone in person then this way. Here's mycell [protected]. My name is Thomasina. This was the worse weekend getaway. I feel I should either get a refund and or anther 3 day stay.

Stay at extended stay Arlington on the 7th of April, Horrible living conditions, employment and patrons using drug in the open, roaches all over thebplace and in shower while I was taking shower. Found in my luggage, hotel attendant using marijauna while working. extremely unprofessional, attendent acted like she could care less and have had resolved yet after a week!