Extended Stay AmericaReviews of extendedstayamerica.com

I called to request a reservation in Big Stone Gap, VA. The hospitalty associate on the phone was rude and sounded like she had a hard night or something. Terrible service send this one back to customer service training!

I checked in and the room was dirty with gnats flying around. The bed wasn’t made, there was trash on the floor, and bags all around so I was provided another room. It wasn’t perfectly clean, smelled like smoke, and the toilet didn’t work without taking off the back and pulling the cord. I just needed some time away from home so I was okay with it. I used Lysol wipes and cleaned all the surfaces. I laid down to go to sleep and I had a drink on the counter next to the bed. At about 12:00AM I went to drink and noticed something dirty on the bottom of the cup and felt something fall on me. I remembered I cleaned the counters so I jumped up and turned on the light. There was a baby roach on the cup and one big one crawling on the bed and several roaches on the wall ran behind the bed. I smashed the one on the cup and one ran out of the couch next to the bed. I killed that one too. I went to the office and it says for after hours use the phone and to dial 0, but there was no buttons! I called Priceline and they got in contact with the overnight staff and were told they couldn’t cancel the reservation until the morning at 8 am with management. I called at 8 am and no one picked up. I called Priceline and they said they are working on the refund but are waiting on the hotel to let them know. I didn’t sleep here one night. Not because the flies in the lobby, not because the dirty room they first checked me into, not the broken toilet, not the smoke smell in a non-smoking room; but roaches crawling on me while I’m in bed, potentially getting in my luggage, and crawling on my drink! The whole experience was the worst I’ve had with any hotel. I need a refund!

My family was a victim of a home invasion yesterday and was given a room to stay in. My 9 yr old son was shot and has a bullet lodged in his thigh bone. A previous abuser who I have a protection order against showed up and the police removed him from the parking lot. They have now evicted my family from the hotel making a 9 yr old with a gunshot wound homeless. She forced the receptionist to tell us and expected us to leave instantly with no where to go The General Manager Takeyia is refusing to talk to me.

Adriana de Hoyos (the manager), and Jennifer at the 2701 Technology Dr, Lombard, IL location were very unprofessional, rude, disrespectful, and had unfathomable behavior. Although both workers were gravely unprofessional, and poorly represented Extended Stay, Adriana was 5+ times more disrespectful, unprofessional, and aggressive than Jessica. There's no excuse for how they acted, responded, or treated their employer's guest. Their unprofessional behavior caused a guest to spend their money elsewhere. Originally, I booked 7 nights at Extended Stay as I recover from severe mouth and throat pain. However, once Adriana kicked me out of the hotel for requesting another room, since I was given a room that smelled like wet, dirty carpet and thick cigarette smoke, I didn't rebook ANY days at another Extended Stay. These workers' unprofessionalism caused a negative impact on this business' bottom line, which is unacceptable to any business, especially one that has 100s of locations. No worker should cause a business to lose customers. These 2 workers did just that, which is unacceptable. How many guests are being treated unprofessionally, and being forced to take their business elsewhere? How many guests are NOT sharing their experiences with unprofessional staff, and still taking their business elsewhere? What business tolerates their employees losing guests, being unprofessional, yelling at customers, and displaying RAGE at customers? Losing guests due to unprofessionalism can be prevented. However, Jessica and Adriana De Hoyos CHOSE to behave the way they did, which was in the most despicable way imaginable, despite me being professional the entire time. (Please review your front desk and lobby cameras, which will confirm what your unprofessional employees did and said.) These unprofessional workers should be held accountable for their actions. This behavior is acceptable by any standard. Adriana was literally YELLING at me as she spoke AT me on 8/23/22, because I requested a different room. I was given room 308, which had a very strong, "dirty, wet carpet" odor. Her behavior was the most ridiculous thing I've ever seen from a working person, and ESPECIALLY from a woman. Her uncontrollable and short temper, which was unprovoked by anything I did or said, is questionable, especially as a manager of a business. It's unbelievable that a person of such character and behavior is in a leadership or management role. The lack of emotional control and literal RAGE Adriana displayed is unfathomable beyond words. I literally, still, cannot believe that a "manager" at a business thought that this behavior is tolerable, excusable, and is without consequences. I asked for solutions that were within her control. Before I asked if she could swap my room with the rooms they said they were saving for upcoming reservations, she literally YELLED and said, "you're checking out today!!!" She told Jessica, "She's checking out today!!!!" Unacceptable! Due to my literal severe mouth and throat pain, I've been unable to speak at a normal volume or project my voice. Last week, I could barely speak. It literally hurts to talk regularly as I’m still recovering. Firstly, this “manager" literally YELLED at me, and asked the inappropriate question: "what are you not comprehending / what don't you comprehend?!!!" Secondly, having RAGE at a customer for asking for a reasonable solution is unacceptable. I am literally recovering from SEVERE pain, and can barely speak regularly. I can't project my voice. Most of last week, I couldn't speak. So, for them to behave inappropriately, YELL at a customer, and display such disgusting behavior is unacceptable. I didn't disclose my medical condition to these unprofessional workers. Regardless, there’s no excusable reason to behave this way. I remained professional the entire time while speaking to both workers. My cousin and friend witnessed the entire encounters with them and couldn’t believe what they were hearing. Their cameras witnessed, and can confirm, the audio and visual encounters I endured with these unprofessional, rude, and disrespectful workers.

Kansas City, Missouri, 2022 - The manager is a dishonest bull dyke who called police one morning in June because I complained about noise and verbal harassment outside my room. She became hostile and lied to police about me and what I said to her, right in front of me and the police. Adults don't change by the way. She's not going to suddenly become honest while you're there. Doesn't happen. She was very agitated the whole time for some reason. I thought she might be under the influence. All this was before lunch. The two police officers asked the manager to give me a refund for payment I made in advance. Otherwise they were apologists for her. Police waited for me to pack, escorted me out of the building, and drove off. While I was at that hotel, strangers began making cracks outside my door about my personal and medical history. A Caucasian homosexual male in an adjacent room was also doing this. This verbal harassment happens at every American hotel or apartment I'm in if I'm there long enough. I'm retired and I prefer to spend time overseas whenever I can. Extended Stay Hotel apparently thinks the place is a prison or military barracks: The manager distributed a room inspection notice to every hotel room. The pillows are stiff and covered in a heavy plastic material you can't take off. There's always something wrong with the cable TV. In 2007, two police officers in Gladstone (Kansas City), Missouri showed up at my apartment one afternoon for no apparent reason, screaming and yelling for ID. They entered my apartment without a warrant, pushed me around, assaulted me, and demanded I call my estranged mother I hadn't seen in years. They were laughing about it the whole time. At the time I was recovering from major surgery at my apartment. They left after about ten minutes. I contacted scores of attorneys in Kansas City and elsewhere, and not one would help me in any way. (Clay County pro se case No. 07CY-CV10003.)

Every location I’ve been to I’ve had an absurd amount of issues. No house keeping, no shower curtains, being white makes you a target and they workers have told other non-white tenants they purposely “out” the white individuals. I’ve been accused of being racist, was given one hour to leave, and at the next location supposedly loud music coming from my room with no music playing, again was told I have one hour to leave. Two separate locations and I paid a week up front at both complexes. I’m yet to get my weeks refunded, and I’m traveling for work. This place is a nightmare. If you smoke a cigarette near your room they’ll try to charge you $250, but if you have in and out traffic selling drugs it’s ok. If you have corporate issues they will not connect you with anyone from corporate or they’ll say they are corporate. If you go to the front desk at any location it’s %110 proven you will be given a nasty attitude. Each location is like living in the projects in the hood and the management targets whites only because they feel like we owe them something. Coming from a mixed racial family (black, white, Puerto Rican) I can tell you I do not understand why people are so sh***y. I had a older lady (70ish) not like my work schedule and my hours “interrupted her” seeing as she was a long term tenant and I was above her. She called the police on me simply for coming and going. I was awoken by the police and management telling me I had to leave and I had one hour to go, after I had paid $600 for the week already. Then they deduct a day and schedule a “refund” which is almost impossible to ever see again because they are just fraudulent all around.

Made a reservation in February at a Raleigh NC location. When we arrived in August, after driving 4 hours, they didn't have my room. I guess 6 months isn't enough notice for these cretins. The other ESA (RIGHT NEXT DOOR TO THIS ONE!) didn't have a room either. Called the corporate number provided by the manager, talked to a complete witch (with a capital B) who made a reservation at a different location and used some BS excuse as to why it was acceptable for them to overbook, then assured me that the location on Appliance Road in Raleigh has my reserved DOUBLE room available. Got to the 3rd ESA in Raleigh, of course there were no double rooms available, but they would be glad to rent me 2 single rooms for more than twice what I had booked my room for 6 months earlier. As an added bonus, the rooms had to be on separate floors because the only floor with 2 rooms was "not a good floor for regular guests to stay on." Whatever TF that means. So, another call to corporate. Talked to some other useless D-bag, told him they should give me both rooms for the price that I was quoted 6 months earlier for my double that I reserved, but apparently, my proposal was ridiculous. He got my contact information( in case we got disconnected) put me on hold, and I went to tell my wife what was happening, and while I was on hold managed to find 2 used syringes in the parking lot within view of the lobby. (Will add pics if I can) My wife called Hampton across the street made a reservation, and after all that, I decided to hang up. Never got a call back, even though D-bag insisted he'd call me if we got disconnected. All 3 locations looked like a dump anyway, and at 1 of them you could tell a dog peed on the corner of the lobby couch. Stay away, unless you enjoy incompetence from the staff, management, and corporate customer representatives, or you like the company of crack heads and heroin junkies. ...Still waiting for that callback...

I wish I could give a negative star because their Sawmill Road property was by far one of the most disgusting, dingy, smoke contaminated places I’ve ever been in…. Not to mention the bedbugs, filthy stove, and just plain creepiness. I was there for 4 minutes and told them that I would not stay in such a vile place then they told me that I couldn’t get a refund!!! You’ve got to be a crackhead or on heroin to be even near that place, because from what was obvious most of the guests were…..