Extended StayAmerica Customer Service Issues

During our recent stay at Extended Stay America on Vista Way in Oceanside, CA, in room [redacted] from June 29th to June 30th, there was an unfortunate incident that occurred regarding some misplaced jewelry. We were running a bit late for check-out, and in the rush, some valuable items were inadvertently left behind on the bedside table. This jewelry holds significant sentimental and monetary value to me. Despite our efforts to inquire with the staff, the jewelry has not been returned to us. We have contacted the Oceanside Police Department to report the incident. Any assistance in resolving this matter would be greatly appreciated. Thank you.

After initially logging into the regular wifi at Extended Stay America in Chicago, I attempted to switch to the enhanced wifi but did not receive any prompts confirming the switch. Subsequently, when connecting a Playstation to the internet, downloads have seemed excessively slow, possibly indicating it is not utilizing the enhanced wifi. I am uncertain of my current connection status and would like guidance on confirming if I am indeed using the enhanced wifi. Any instructions or alternative IP addresses to help me verify and switch to the enhanced wifi would be greatly appreciated. Thank you.

I work as a social media marketer and recently moved to the Newark Woodbridge location. I was promised a fixed rate for my stay regardless of the duration but my rate has changed multiple times since January. The TV service constantly goes out, making it hard to stay updated on media trends. Moreover, I have two Emotional Support Animals, for which I'm being charged an extra $[redacted] per animal each month. The property is overrun by feral cats, posing health risks to my companions. The hotel cleanliness is subpar with dirty hallways and laundry rooms. The breakfast options are often empty, and the guest services staff are unwelcoming, except for younger staff members. The guest demographics, including individuals from Newark Airport, have created a less than ideal atmosphere, especially with unwelcome advances from some guests. Being far from home and experiencing such issues while freelancing for my job has made my stay challenging. Any advice on how to proceed would be greatly appreciated.

I am currently a guest at one of your properties located at [redacted] Lenoir Ave E Suite [redacted], Jacksonville, FL [redacted]. I am experiencing issues with the staff's behavior. Upon returning from the hospital on Sunday morning, I found myself locked out of my room due to an alleged $[redacted].00 smoking fee. I want to clarify that I have never smoked inside the room. The situation escalated as I urgently needed my medication, but was denied access to it. Despite my requests to speak with the property manager, I was informed that she refused to communicate with me. I had to pay the fee to regain access to my room. During my one-month stay, I have repeatedly raised concerns about the room's smell and even asked for deodorant spray at check-in. I have also made efforts to smoke outside as requested. Denying access to essential medication after hospital discharge is unacceptable. I believe this issue warrants attention on social media. I had to arrange for someone else, Christopher at [redacted], to pay the fee to gain entry to the room.

I am currently staying at Horsham ESA located at [redacted] Dresher Drive with my husband. As senior citizens, we decided to stay here while waiting to move to Georgia after selling our home. We were offered a special rate to stay for six weeks and paid $1,[redacted]. We encountered an issue with the refrigerator not working properly. Despite informing the management, the problem was not addressed promptly. This was concerning as my husband needs it for his medicine. The response from the manager regarding the maintenance issue was not satisfactory. It felt like we were not being heard or valued as customers. We hoped for better assistance and communication in resolving the problem with the refrigerator during our stay.

Hello, my name is Cortney Williams. I am extremely disappointed with Extended Stay America. My partner and I frequently travel and opt for long-term accommodation. I have a significant cleanliness issue due to my OCD. Extended Stay America has been very unprofessional, and the room was extremely dirty. I have experience as a former housekeeping supervisor at Staybridge Hotel and Suites, and I used a black light to inspect the room. The walls were filthy, the bathroom was dirty, the towels and bed sheets were not changed, the kitchen was unclean, the carpet was dirty, and the door knobs and handles were covered in filth. Despite speaking with the front desk and being moved to another room, the issues persisted. My girlfriend and I have faced difficulties and health concerns due to these conditions. I have evidence in the form of videos and pictures. This situation should not be acceptable, and health inspections should be conducted regularly as all rooms seem unsanitary. We are seeking a clean and comfortable week-long stay at Extended Stay America's expense to make up for our unpleasant experiences. I am willing to share my videos and pictures for further assistance if necessary.

I would like to utilize my BOG certificate for a one-night stay and pay for the remaining seven nights (Jan. 14-22) at ExtendedStay America Hotel Circle South in San Diego. I recently contacted the reservation center at [redacted] to make this booking. Unfortunately, the staff member was unable to apply the certificate for Jan. 14-15 or Jan. 21-22 as the hotel does not allow BOG usage on those dates. I have since spoken to the manager at ExtendedStay Hotel Circle, San Diego, who mentioned that only the reservation center can assist with BOG bookings. Despite efforts from the reservation centre and their supervisor, it seems the hotel controls which dates allow for BOG usage. The manager reiterated that the reservation center is the sole entity authorized to make these bookings. I am hoping to secure a reservation at ExtendedStay Hotel Circle, San Diego for Jan. 14 through Jan. 22, [redacted], using the BOG certificate. Additionally, I was informed of a $1 charge associated with the BOG usage. Could you clarify the purpose of this fee? Please contact me via email at [redacted] with any assistance you can provide.

I have been staying at Extended Stay America in Mukilteo, WA for two months now. Last night, I had a rude encounter with the manager, Tony. I would like to address the rate he charged for the room. Normally, we have never paid more than $75 through the Extended Stay app or Priceline, but I was charged $92 last night. Other guests who have been here for a shorter time are paying a flat rate of $51. When I raised this issue with Tony, he insisted on the $92 rate and was dismissive. Eventually, my husband intervened, and we were asked to leave. We have a young child, and we are in the midst of relocating to Alaska soon. I am shocked by how we were treated and would appreciate guidance on this matter. Thank you.

I am a former employee of Extended Stay America, but earlier today I faced a distressing situation that led to my arrest over a misunderstanding involving $5. Despite my explanation matching the evidence, my coworkers are spreading rumors, and management has been unprofessional. I am trying to contact HR or my district manager, Brandy, for support but only reach automated messages. The lack of communication and sudden arrest without prior notice has left me feeling abandoned and disrespected after dedicating almost three years to the company. The incident involved the general manager, Alicia White, and assistant manager, LaKeisha Pargo, at location [redacted] (Westport-East Lackland). I wish to resolve this issue respectfully and clear my name.

I made a $[redacted] deposit with my PayPal Business Card at a hotel. Upon checking out in the early morning, my friend and I discovered a wrapper for diabetic syringes in the room. Despite not being a diabetic nor using drugs, I disposed of it along with other items missed by the maid. When I called in the afternoon, I was informed the deposit would not be returned due to syringes being found. I clarified the situation, but have yet to hear back after the representative mentioned discussing it with the General Manager. I am troubled by the unfounded accusation and the withholding of my deposit. It seems like a misunderstanding, and I hope to have this resolved promptly. I do not appreciate being wrongly labeled and being charged unfairly. Please keep me updated on any progress. Thank you, Jeremy Paul Anderson.

Dear Customer Service, I received a one free night stay voucher back on 7/3/[redacted] after encountering a dirty room at your Texas location. Despite my attempts over the last several months, I have been unsuccessful in redeeming the voucher as no location seems willing to honor it. The reservation agent, Darren, ID#[redacted], has been quite helpful but was unable to secure a booking for me despite trying 20 different locations. I have been flexible with my dates and location preferences but to no avail. I fear the voucher may not hold any value and was merely a temporary gesture to appease me. As the voucher is set to expire soon, I kindly request assistance in booking a complimentary night stay as promised. If this cannot be arranged, I would like to escalate this matter to upper management. Unfortunately, my attempts to contact someone have been fruitless, with long wait times and transfers. I can be reached at [redacted]. Thank you for addressing this issue promptly.

I called on Saturday and spoke with Haley in Reservations. I have a Reservation Summary with confirmation # [redacted]43 stating my rate for July 1 - July 31, [redacted], is $47.99. However, each time I speak with a front desk person, the rate varies from $53.99 to over $60 per night. I have received conflicting information regarding payments, taxes, and payment methods. Despite enjoying the room and service, the inconsistency in rates is frustrating. Haley suggested filling out a complaint form, which she submitted while on the phone and assured me someone would follow up by Monday or Tuesday. I would like a clear rate not exceeding what's listed on my Reservation Summary and hope for resolution with the front desk at ESA Bakersfield Chester Lane. Please contact me at [redacted]. Sincerely, G. Adam.

I made a double payment for August 13, [redacted]. Upon contacting the front desk and speaking with Shay, she mentioned seeing only one payment made for that date. I had actually paid for 7 days the week before, which was unusual for me. The system charged me for the full week alongside the payment I made on August 13th, which was not my regular payment day. Unfortunately, the representative seemed to misunderstand my explanation. I may need to reconsider staying if the customer service quality does not improve. I feel I should be compensated for the extra night's payment due to the confusion.

I have been trying to get in touch with ESA for months regarding a terrible stay in October. The room was dirty with a used condom and a toothbrush left inside the couch, as well as an earring on the floor. There were multiple issues like a broken TV, a non-functional bathroom exhaust fan, and a leaking kitchen sink. Despite multiple requests for repairs, nothing was done. Additionally, we were disturbed by staff banging on our door due to a flood in a room below ours. The managers were unhelpful and only focused on the fact that we had three dogs with us. This stay was during a difficult time for me due to personal reasons, and the lack of empathy and proper response from management is unacceptable. We were not compensated for the issues we faced and were overcharged. I am seeking compensation and an apology from ESA for this experience.

Hello, my name is Esquire Bethel, an attorney at law. I made a reservation through Priceline last night for my client, Geraldine Samuelson, at the location [redacted] W Bonita Ave, San Dimas, CA [redacted], United States. Unfortunately, they assigned her a room on the 3rd floor, and since their elevator has been out of order for quite some time, she was unable to access her room. They have refused to provide a refund, despite this being a violation of Title 8 Section [redacted] of the Americans with Disabilities Act. This is a critical matter that requires urgent attention. You can reach me at [redacted].

My fiancée and I have been staying at the Miamisburg ESA for almost a year. During this time, we have witnessed changes in management and ownership. Overall, we enjoy our stay, and the staff is usually great. However, our only concern is the inconsistency in our rates. Despite paying up to $[redacted] at the beginning of each week, we are charged different amounts every day. We have noticed other guests checking in off the street and only paying $[redacted] per week, which has left us puzzled. We were hoping for some clarification on why this discrepancy exists and how we can ensure a more stable rate for our long-term stay.

I called to inquire about availability and prices at the extended stay. I had uncertain plans whether I would stay for a week or a month. The staff recommended booking a month but assured me that if my stay was shortened to a week, cancellation would not be a problem. On the same day of my arrival, I reached the front desk around noon and notified them of my one-week stay instead of a month. I was then informed that I could not cancel and would have to pay for the entire month or essentially double the rate to cancel. I checked in on May 13, [redacted], and will be checking out today on May 24 at 5:42 a.m. Having already paid $[redacted].21 for the week, I am now being asked for an additional $[redacted] due to not canceling prior to check-in. I feel this is unfair and wish to speak with someone to resolve this matter without charging my card. Thank you, Kimberly K. [redacted]

During my stay at your hotel on [redacted] Universal Blvd in room [redacted], I encountered several troubling incidents. An incident involving a guest's dog and another guest offering drugs to my son led to confrontations. Despite reporting these incidents to the office and even contacting corporate, no actions were taken. Additionally, a woman living at the hotel threatened me with a gun, and the management, including Patricia and Lana, seemed unresponsive to the issues. The room I was provided with had a damaged mattress, dirty blankets, and other cleanliness issues. When I tried to retrieve my belongings, including valuable items like my wedding ring and important documents, I was not allowed access. I am deeply concerned about the lack of response to these serious problems and would appreciate a prompt resolution to this matter.

On Friday, July 9, [redacted], myself and three other guests spoke to the Manager concerning another guest's inappropriate behavior towards female guests, which made us feel uncomfortable. The Manager assured us he would address the issue. Unfortunately, on the early morning of July 12, [redacted], the individual assaulted a desk clerk before finally being removed by the Assistant Manager. I am deeply concerned as the Manager did not take action when we initially reported the problem, resulting in this violent incident. Several female guests, including myself, now feel unsafe due to this mismanagement. I have further information available, please reach out to me. I am currently a guest at the Hotel in Reston, VA.

I had an unsettling experience when a housekeeper entered my room on a non-scheduled cleaning day. Despite having a pet sticker on my door, my room was messy that day due to items I was organizing. The housekeeper took photos justifying not cleaning, revealing personal items like my medications due to my disability. The photos were shown to me at the front desk, invading my privacy. I kindly asked the site manager, Adrianna at [redacted] California Ave, Bakersfield, CA, to remove the photos and provide advance notice of housekeeping visits. Unfortunately, her response made me feel unwelcome. As a loyal customer since [redacted], with five previous stays, this experience was disappointing. My name is Chad Kosakowski.