Extended StayAmerica Customer Service Issues

I encountered several safety hazards in my room at the ESA on Watson Rd in Arlington. The air conditioner is loose from the casing, the light bulb is leaning and wires are exposed. I informed the innkeeper and was told I could get a refund if I checked out. However, I didn't want to impact the staff negatively. When I called customer relations, I was advised to speak to the manager directly. Despite highlighting the dangers and expressing my concerns, no immediate action was taken to address the issues. As an electrician, I understand the risks involved with exposed wires. I'm disappointed with the current accommodations and cleanliness of the room. I would like a refund or to be transferred to a different Extended Stay America location with better conditions. I will be leaving soon, seeking resolution with the manager, lodging a formal complaint, and considering legal action. I value Extended Stay America but am deeply dissatisfied with this experience.

For the past seven months, I've been at an ESA hotel with no Wi-Fi issues. However, in the last three days, the Wi-Fi isn't functioning properly, only working in the restroom. This has caused me to miss work for two days as I rely on a strong connection for my online job. Despite being connected to ESAConnect's Wi-Fi, I keep receiving messages stating there is no internet connection or finding the internet to be unavailable when attempting to use it. I've attempted to troubleshoot by toggling Wi-Fi off and on, using airplane mode, and even tried forgetting and reconnecting to the Wi-Fi network without success. I am unable to access the ESA's faster internet option as I am already connected. These Wi-Fi issues are affecting both my computer and phone.

I contacted the main reservation phone number to make my booking instead of using the hotel's website directly. I reserved a room at the Silverlake location (ZIP [redacted]) for a two-month stay to secure the best rate. During the call, I was informed by the representative that the payment for the reservation was to be made weekly, not daily. Upon arrival on November 24th, [redacted], I explained my income situation, agreeing to pay weekly as per the discussion with the assistant manager. I made payments of $[redacted] on December 9th and $[redacted] on December 10th, believing I had settled my dues. However, the manager claimed I owed $[redacted], which contradicted our previous agreement documented through receipts and reservation details. On December 13th, [redacted], the district manager insisted on daily payments, going against our initial understanding for a two-month stay. Feeling unfairly treated, I expressed my concerns to them and intend to uphold the agreed payment terms. It is distressing to face potential eviction despite following the rules and meeting payment obligations. I seek resolution and fair treatment during my stay at the hotel.

The Silverlake site in Everett, WA has caused me emotional distress by not honoring our agreed payment terms for my two-month reservation. Initially, they agreed I could pay every two weeks due to my financial situation, but now they want me to pay weekly. The district manager mentioned the company could lose its rights if I stayed longer than 28 days. I feel unfairly treated as I have not violated any rules or laws and suspect discrimination due to my sister's past employment there. I find it troubling that the site allegedly paid off guests during the pandemic to leave.

I am currently staying at Extended Stay America in Cypress, California due to being in a domestic violence program. The place has a severe roach infestation, making it impossible for me to sleep in the bed. Despite their attempts to address it, the situation hasn't improved. There is a male night desk clerk, Alfredo, who has been inappropriate and harassing towards me and other women. The management seems to be siding with him, forcing me to feel unwelcome. I fear for my safety due to the ongoing issues in the hotel. I am in a difficult situation and need guidance on what steps to take next as I prepare to move to a new housing arrangement. I have faced numerous challenges and mistreatment here, and I cannot continue to hide or be subjected to such behavior.

During our stay at the Extended Stay Hotel on [redacted] Glen Springs Drive in Springdale, Ohio for 14 days, our house tragically burned down. While waiting for our insurance to reimburse us, we needed to extend for one more night due to communication issues with our adjuster. Despite reserving again, there was an issue with payment at the front desk on April 6 causing unnecessary stress in front of our young children. After paying nearly $[redacted] for our stay which had its fair share of problems like unreliable internet and unpleasant odors, a minor $22 charge led to an unnecessary confrontation. The situation escalated when the front desk accused me of something false, prompting a visit from the police. This whole ordeal, including the additional expenses and emotional toll on our autistic 4-year-old, has forced us to seek legal advice. We hope for a resolution without further escalation, but will not hesitate to make our experience known publicly unless the hotel addresses this situation appropriately.

I made a reservation for April 9 - 11 with my two dogs, and I paid a $[redacted] pet fee. Upon returning on the 12th for a stay until the 18th, I was charged an additional $[redacted] pet fee and informed that my initial room wasn't designated for pets. While out with my dogs on the 13th, I was told they had caused damage by urinating in the room, although I hadn't noticed any issues and apologized. The following day, I was unexpectedly approached by a staff member who abruptly informed me I was banned from the premises and wouldn't be able to extend my stay. Despite explaining the situation, I was told to leave by the 18th. I find it confusing why I wasn't placed in a pet-friendly room initially and why my reservation for the following days was accepted if there were concerns about my pets. This experience contrasts with a previous trouble-free 2.5-month stay at the same chain. The manager's abrupt decision and lack of communication have left me dissatisfied and puzzled about being banned from Extended Stay.

I was a former employee at Extended Stay America in Southfield, Michigan, specifically on Northwestern Highway. My manager, Julia, was the one who mistreated me. During my training on April 22, [redacted], she verbally abused, insulted, and degraded me in front of other co-workers. Her unprofessional behavior included profanity and derogatory remarks. Despite my eagerness to work and learn, I left my third day of training feeling disrespected and demoralized. It's disheartening that someone in a leadership position would treat their staff in such a way. I hope that Extended Stay America investigates this matter to prevent further mistreatment of employees. My experience with Julia has unfortunately led me to resign, as I cannot tolerate being subjected to such behavior. - Zakiyyah Leary

I have been staying at this location in Little Rock, AR since October 1st. Each time I make a payment, the amount varies, and the managers keep claiming I owe nearly $[redacted] within a few days. I've had to replace my cards multiple times due to unauthorized charges at random amounts. Despite my requests, I have never received an itemized bill, and no one will explain how I got so far behind. As a nurse working night shifts, managers knock on my door at 8 am every day, demanding payment. They even charged me a pet fee for my service animal, claimed to refund it, then asked for repayment without providing any receipts. They allege that they are charging me the travel nurse rate but refuse to show proof. The manager has now started using a key to enter my room even when it's locked. This situation is becoming untenable.

I stayed at the College Park location in Indianapolis, Indiana. Upon arrival, I found the room to be unsatisfactory with a dirty bathroom and soiled bedding. The front desk staff provided us with new bedding, but we only stayed one night instead of the planned four due to the conditions. When we requested a refund, the hotel offered $[redacted].12, which was sent to a virtual card via booking.com. To receive the refund, booking.com requires confirmation from the manager at College Park. Despite multiple attempts to contact the manager and sending emails, there has been no progress since April 27, [redacted]. I am still waiting for the $[redacted].12 refund. Could someone please assist in reaching out to the manager at College Park in Indianapolis and booking.com to expedite the refund process? My booking confirmation number is 21 71 44 62 14 with confirmation code 42 44. Thank you. - A. G.

I am a physically disabled individual who recently stayed at Extended Stay America in Canton, MI. Unfortunately, my experience was marred by disrespectful treatment from the staff, particularly a person named David. From the beginning, David was unhelpful, playing loud music and displaying rude behavior. This culminated in a confrontation between David, my caregiver, and myself, resulting in the police being called and me being asked to leave the premises. As a wheelchair user, being asked to vacate within an hour was distressing and difficult. Despite my disability, I was not shown any compassion or understanding. I believe the actions of David were unjust and unprofessional. Subsequently, I moved to a different hotel due to the situation. I am now seeking a refund for the days I had paid for but could not utilize. It is crucial that this incident is investigated, and appropriate actions are taken to improve customer service at the hotel. Thank you for your attention to this matter. Best, Athena F. [redacted] [redacted]

I am a 74-year-old man with a wife at St. David's Medical Center in Austin, Texas. I've needed a hotel room since last Sunday. Today, July 14, at 5:45 p.m., I booked a single person room at Extended Stay on Gravy Farms Drive. They took my credit card and confirmed my reservation, asking me to bring ID. When I arrived, I was told they made a mistake and were full. Upset, I called customer service and was redirected to another location on Capital of Texas Highway. After a long wait due to the internet and wifi issues, my reservation was canceled, and I had to drive back to Elgin. This situation was entirely Extended Stay America's fault, and I may consider legal action if not compensated for this inconvenience.

I had a reservation at Extended Stay, located at [redacted] N. Shadeland Ave. in Indianapolis, IN [redacted] for 8/9/[redacted] for 11 days. I called the hotel around 11:40 pm and was informed that there was a fire alarm issue and they couldn't check us in. When we arrived at 1:05 am, we were told our reservation had been cancelled because we didn't check in by midnight. Normally, hotels mention that reservations are cleared if not checked in by 2:00 am, but this location was different. The front desk staff was unhelpful, insisting we make a new reservation through our company, which wasn't practical at 1:00 am. Unfortunately, we had to spend the night in another guest's room to avoid sleeping on the floor. This experience was not how I envisioned my pre-work hours.

To the Management Team, Around 4 AM, I tried to enter my room but my key didn't work. I left it at the lobby, called for help, but no one answered despite hearing movement. The security personnel directed me back to the desk where I had to wait for 15 minutes. Eventually, a young lady appeared at 4:27 am, stating she was on lunch for another 15 minutes and I should call the manager in the morning. She then left the lobby, returning within 15 minutes. She questioned why I didn't call and showed me the phone log without any calls. I stayed calm throughout this incident. While this was unfortunate, my overall stay has been great. I hope this can be a learning experience to avoid such incidents in the future. Room [redacted]

During my recent stay at Extended Stay America in Ann Arbor, Michigan, located at [redacted] Briarwood, I encountered a manager who was incredibly rude and disrespectful. I had traveled all the way from Alabama to visit a sick friend who needed medical assistance. The manager mistreated both my friend and me, and even spoke harshly to the employees. I did not catch the manager's name, but during my stay, I explained that I have a 12-year-old Chihuahua who is a registered support animal due to severe anxiety. Unfortunately, the hotel did not honor support or service animals and charged me $25 per day for my pet. Every morning at 9:30 a.m., the manager came knocking on my door demanding additional payment, even though I had already settled the charges online. On Monday, she asked for $27 more, and on Tuesday, she demanded $22 extra. She held my license hostage until I paid the extra fees. When I tried to address the issue with the main office, the manager retaliated by involving the police and having me evicted without refunding my money. I am extremely disappointed by this treatment and insist on a resolution before I depart tomorrow.

It has been the worst experience. I have been at this hotel for three weeks, and the customer service is terrible. The rooms are horrifying; there are cockroaches, the air conditioning and the fridge do not work. With my 2-year-old and 4-month-old babies, the ineffective air made my 2-year-old ill from an allergy. They only do housekeeping once a week, which they have missed three times. When I requested an additional pillow, it was unavailable. Also, there was no toilet paper when I asked for it, and we spent one day without water. I am in desperate need of a solution and would like compensation for the ordeal my family has endured.

My fiancé and I arrived at your Florida hotel and were assigned a room on the fourth floor. Due to my current illness, I explained to the front desk that I couldn't make it to the fourth floor, but they couldn't provide us with an alternative room. Despite my condition, I made it to the fourth floor but quickly experienced difficulty breathing due to the heat. My fiancé helped me with a cold rag, but the situation worsened as I felt ill. The stairwell and the fourth floor had unpleasant odors of garbage and cat urine, making our stay very uncomfortable. I believe that these conditions are unacceptable for guests, especially under these circumstances. We were not informed about the broken elevators beforehand, which added to our exhaustion. It has been a challenging night for us, especially considering my recent loss. I request immediate assistance to address these issues.