Extended Stay America

I have booked my reservation at Crossland Economy Studio, [redacted]-XXXXX for two weeks from 08.15.15 to 08.29.15. Confirmation No XXXXXXXXX. But at 08.28.15 they checked out me without informing when I was in office. At evening when I backed from office they inform my room is checked out and all my luggage was in office. I told them I pay for two weeks but he cant hear anything. I told to show me the papers, but he said drawer is looked. They mess-up my all cooked foods and ingredients. Its really horrible, injustice, intolerable.

Initial Business Response /* (1000, 17, 2016/07/15) */
I entered a verbal lease agreement with the Tenant on June 14, 2016 with a start date of July 1, 2016. The agreement was between myself and the Tenant...not with my company. They made their money order for the July rent to "[redacted]" as...

instructed...not Integrity Realty. My company does not own any real estate...My husband and I own the property personally. They wanted to move items into the house prior to the start of their lease so I agreed to give them the key early as long as they had the electric turned on in their name. Then they said that they wanted to move in early and I told them we could prorate the June rent. After he sent me a text showing how much he thought the pro-ration should be on 6/18...I told him that they could move in early without any charge for June as long as he agreed to immediately start taking care of the lawn. He happily agreed. Then on 6/20 I texted him about a table and bed that was at the property and asked him if he wanted them or should I have them hauled away. He asked me to get rid of them so I did. Later that day he texted me at 3:57 p.m. and said that his wife had lost her job and they were unable to move and would I please understand their situation and return their $475. I responded at 5:08 p.m. and told him that I was busy at the moment and that I would get back with him as quickly as I could. My intent was to verify their story and if it proved true, return their money and move on to the next prospect. I had just told a lady the day before that the property was leased after she inquired about it so I was going to call her after I verified the job situation. Before I had a chance to do anything, he sent me another text at 8:15 p.m. (3 hours after I had told him that I was busy and would get back to him asap)...And this text threatens me with a small claims lawsuit! At 9:14 p.m. I sent him a text saying that I told him that I would get back to him as quickly as I could but if that was not good enough for him then he should feel free to do whatever he needed to do to keep himself occupied until I was able to respond to his request. He wrote back at 9:22 p.m. and started calling me names and said that he would see me in court. I responded back at 9:27 p.m. and told him that I was happy that our communications were all in writing so that I could show our messages to the Judge. His next text at 9:34 p.m. threatened me with being reported to the Joplin and Diamond police if I made "anymore" harassing "calls" and to not ever text his phone again. I had not called his phone...only responded to his text and at 9:55 p.m. I sent my last text telling him exactly that. I have all of our communications in my text messages and my call log shows that I never called him and harassed him as he claimed. On 6/25 at 7:34 a.m...I get a text message from the wife saying that I should "do what is proper and stand by my Company's name and refund the money..she went on to say that she had heard from a "reputable realtor" that I operated as a "slum lord" and if I didn't refund their money that she would register a complaint with the Ozark board of Realtors....so more threats. I suggested that we take a step back and she and her husband stop threatening me with unjustified complaints and maybe we could get this resolved. I gave her my e-mail address and told her that if she wanted to be released from their lease agreement to go about it the proper way and send me a request. I told her to stop threatening me because we have a legitimate lease agreement and that I was sorry to hear that she lost her job. On 7/6/16 I finally receive an email from her with the heading "Disciplinary Action To Occur"! Instead of sending a request to be released from their lease she sends more threats demanding their July rent be returned. So now I am in "defend my honor mode"! I did nothing wrong throughout this ordeal and I have been called a "hypocrite", accused of being a "slum lord", accused of harassing phone calls when I haven't even made a phone call...so I am done. This is an unjustified complaint and I have the text messages and the e-mail to prove it. They have wasted much of my time and I'm sure there will be more time consumed defending myself at different levels. Whatever the Revdex.com needs to do with this claim is fine but it is a false claim and I do not intend to stand by and let these people get by with this just because it's a free service to them and they think they can hurt a person's business by doing this. They didn't file with the court system because that cost money and they were probably told they would lose because I haven't done anything wrong. We have a verbal lease and they didn't follow through with their part so they have no right to a refund. Had they done things properly they would have already received their money back just out of the kindness of my heart and feeling sorry for their situation...if she actually did lose her job. I first got licensed in real estate in 1984 and I started my Company in 2002 and I have never once had such an assault on my character. I've had many problems with tenants...it's the nature of the business but we have always worked things out. These folks were totally out of line as soon as he started texting and then she took the torch and proceeded to do the same. It would now take an act of God to get me to feel sympathy for them.

Extended Stay America, Customer Service Department
I have recently been a paying guest at your facility at xxxxx, Maryland – September 12th-October 3rd, 2014.
The stay has been interesting, to say the least.
The performance of your front desk staff has been very unusual; they seem to want to HIDE from their guests, sitting so they cannot be seen while they while away the hours on a computer monitor. They also hide in there despite the nightly drunken arguments, fights and PCP freak-outs in the parking lot.
The performance of your “cleaning” staff has also been very unusual; though I have seen them sit watching TV for many hours, I rarely see any evidence of them cleaning any of the common areas or grounds. As a matter of fact, I and several of the other guests, to reduce the clutter and filth in the coffee area and lobby, have had to take it upon ourselves to clean up the sugar spills, coffee detritus, etc. either with our own materials or cleaning materials borrowed from the cleaning cart.
The laundry room is usually a mess, soap power on the floor, lint from the lint filters on the floor, various bags and trash strewn about.
Since there is no other place to put wet/dirty towels, they are usually stacked in the hallway.
Let me note that MY room has been acceptable, however. I am amazed at the apparent number of people living in the room upstairs of mine, but I am a sound sleeper.
If you expect to have any success in the hospitality industry, I would believe you should start paying attention to these matters.
If you expect me to stay at an Extended Stay facility in the future, I would recommend contacting me to discuss these concerns.
I will be leaving this area for California for several weeks, but was planning to stay at a xxxxx area Extended Stay America for October 17th to November 6th.
P.S. Since I wrote this letter this morning, I went out, came back to find my keycard would not work on the door. Nobody was at the desk, of course, so I called the 800 “customer service” number.
Eventually, the front desk clerk showed up after 15 or 20 minutes, explaining that she was on a webinar, and couldn’t come to the desk. She re-activated my key.
Currently, I am still on the Extended Stay America 800 number, waiting to lodge my complaint/plea for help. It has been around 40 minutes.
PPS: Gave up on phone, posting on xxxxx, xxxxx, xxxxx, etc. At least when the wi fi works … somebody must have called somebody – I heard the vacuum running, albeit briefly. They were vacuuming the hallway! Yay!
PPPS: Still no word, 4 hours later. When I was working, my nickname was, “the fireman”. They’d come to me when things were xxxxx and I would go in and clean house … they need somebody to clean house, figuratively and literally!
PPPPS: Still no response from Extended Stay America “Customer Service” I especially like how when you are on hold, they keep prompting you to switch to booking a stay – “Your money is important to us, please stay on the line …”

I called Monday night the 25th Aug. 2014 a little after 10: PM. The online booking agent took all the needed info. He then gave me the confirmation number. My wife & I arrive at motel around 1AM on the 27th. Had to ring bell for the door to be opened. Went to front desk, I told the girl we had a room booked, she did not find it. I gave her the confirmation number & she could not find it. I had to give her ID, credit card every thing then pay all over which was more than I was told on the phone by the booking agent. We had a granddaughter in children's near to the motel that had emergency surgery. The night of the 27th my wife ask for wake up call, it did not come , by luck I woke up in the nick of time as it was our check out day 28th. The morning of the 28th my daughter's boy friend called the motel & ask for our room. The front desk told him no one by mine or my wife's name had a room there. Our daughter , her family , my wife & I have stayed there before , buy never again.

From the time I ckd in I thought I was at a hood motel. Dude at from desk wearing a baseball cap backwards telling me I would have to wait since they one had 3 housekeepers on and I had a reservation to ck in at 3:00pm. Once I went up the stairs on a Sunday night I encountered a basket full of dirty dishes etc. which is still laying there 2.5days. My room had no kitchen utensils or anything to cook with. I was told they only change linens once a week and I would have to bring the dirty linens to the office. I myself wasn't staying I only pd for a friend, however the desk clerk xxxxx was nosy and made remarks as to was I married to the gentleman I was paying for or not and then ask me questions pertaining to how I felt about certain types of relationships, I asked him was he working for xxxxx lol. My business is not his and he shouldn't be asking a guest about private issues. Then on the morning of checkout which the office already new what day he was checking out, the front desk called the room at 7:15am to ask about ck out when their ck out time is 11:00am. They weren't worried that our room was ready when he was suppose to ck in on Sunday at 3:00 so why wake a guest up at 7:15am to verify if you still plan to leave that day. I sure didn't get what we pd for and then u have to pay extra to use the room phone even for local calls. DONT WASTE UR TIME, NEVER AGAIN!!

HORRIBLE MANAGEMENT NEVER GAVE US A CALL BACK WHEN STATED THEY WOULD. Even reached out via social media for their website which someone said they passed ** the information to a higher management to call. NOTHING HAS BEEN DONE. Rooms were DISGUSTING and employees were rude! Manager of establishment was horrible. DO NOT STAY HERE not worth your money at all. This place should be shut down this location in particular.

[redacted] is a mess of a manager. She is a lying, screeching, cursing crazy lady with a huge attitude. She called the police on me for getting a CHAIR I was told by the previous desk person I could use for my client who was going over some mockups with me in my room.

She LIED and told the POLICE I hit her with the chair she wouldn't let me use, you know, the one she yelled "STOP YOU FING THIEF" over as I carried to the ROOM I RENTED FOR TWO WEEKS!

After I explained to the Police that there is a live recording camera in the Lobby and that I didn't throw a chair or anything else at her, they went back to the office to ask her about the camera.

At that point [redacted]'s story changed completely and she said I didn't throw a chair and that it turns out that I DID ASK FOR AND GOT PERMISSION from the clerk that she was SCREAMING at in the back room when I wanted to borrow the desk.

This woman needs to be fired. I went to [redacted] and then to [redacted] and there are MANY complaints on her

.I reserved a room for business for May 8, 2015. I tried to check in early - not at all - due to my meeting at 2:30pm and the earliest I believe was 3pm. They informed that they were cleaning the room due to a cooking odor - I said ok. I informed that I would just need a key - they are not open after 11pm for check in. I obtained the key and thought everything would be good once I arrived back about 11:30 - NOT. When I arrived to the room it smelled of [redacted]. They put an air freshner in the vent but that was no help. I went to [redacted] to obtain carpet freshner to kill the smell until tomorrow due to the front desk being closed. I put the freshner down and thought it did the trick. I went to take a shower - long and behold the complimentary shampoo and conditioner - there was no conditioner and the shampoo was half used. I couldn't believe it. I took a shower the best way I could because at this point the facilities were not cleaned to me. About 2 hour later, after applying the carpet freshner, the smell of [redacted] was so strong it woke me up - I couldn't get a good night sleep and had a meeting at 7am the next morning. The little shut eye I did receive made it through the nite - the worst part was that my clothes, bags, etc. now smell like [redacted]. That morning I tried to speak with someone in the front office - there was only the lady that was putting complimentary breakfast out and I had to leave to attend my meeting. I made reseravations through booking.com and informed them of the situation where they cancelled my second night with a refund. I have tried to contact Guest Relations 3 times to complain of my stay - not once had anyone call me back till today. I tried to call again and was on hold for about 5 minutes - before I hung up. This is the WORST hotel estabishment I have ever stayed at. I would think they would be more professional and courtesy to their new and potentional continuing customer - NOT. The one lady I spoke with stated that she would have someone call me and asked if I would give them another chance due to my experience - nothing. I called back and spoke with "Shawn" who was supposed to escalated to the Districk Manager "[redacted]" for a call back - nothing. I thought I would be able to discuss this matter with someone but that was not the case. Hope no one else have to experience this lack of professionalism and inconvenience they way I did. A long way to travel to be uncomfortable. Beware

I booked three days from ESA's website with a 15% discount for a total of $165.00. The discount would be applied upon checkout. So, the total before discount was $196.00.

When I arrived, I was met by the front desk employee who took by credit card and charged me $222.06. I told the surly employee that was unacceptable and even showed her the confirmation email showing the above transaction. She informed me that she didn't really care about the confirmation email from ESA. I told her to cancel my reservation. This occurred on Friday, April 17th. I've filed two complaints through
ESA's website and on both occasions I received an email stating that they would respond to my inquiry as soon as possible.

I still haven't received a response and since I used a check card, my checking account was charged this $222.06 and my bank states they don't see any credit coming through.

The CEO has a compensation package of around $1,300,000 annually. I want to know what he's doing to justify this compensation?

4;30 am firealarm went off,front desk had no ideal what todo,at one point I was told to rip it out of the celilng,missing celiling part in room and outside of room,toilet back up, carpet dirty, room smelled like mold, maintenance man yelled at me in front of a 'TEAM LEADER" WHO DID NOTHING TO STOP IT, when I asked to speak to a manager I was told she would be in at 8-9am when at 9am came I was then told IT WAS HER DAY OFF. Manager refuse to speak or deal with the issues, The customer service in the salt lake city west valley center was Awful, RUDE, DISRESPETFUL,just plain out NASTY, I tryed to get another place but nothing was open, I did try to call GUEST RELATION, NO ONE FROM THERE CALLED BACK,I did get my money back from talking to a regular worker who told me he could not give a district phone number, vice president xxxxx is who I wanted to talk with, NO ONE called back either way. I was only there for 2 days first time and last, The guest relation is a JOKE, just like there service at this MOTEL,not HOTEL. stay away if you know what is best

I checked into the Extended Stay in xxxxx,CA on 08 July 2016. I have my own place, but needed a getaway without my roommates...I walked in the resently cleaned room that smelled like stuffy and funky, with the comforter that was stained. I threw the towels we used and the dirty comforter out in front of my door for pickup.

I returned to the hotel at or around 8pm to find the dirty linen and towels had not been replaced nor had the bed been made. I go to the front desk to make them aware of the condition of my room. The male clerk got off his phone and stood up to hand me some towels that I took back to my room. This clerk goes on to tell me that because I'm only staying four days, I was not entitled to have my room cleaned or linens replacement by HOUSEKEEPING.

Then I was asked to come get a clean bed spread. REALLY?!! I told the front desk, "I don't work here, why should I be responsible for cleaning the room and securing clean linens?" The clerk then put the plastic rapped bed spread on the counter, as if to say...here you go housekeeping. I called the guest services number and was told by the agent that it is policy to clean the rooms once a week. This is cRaZy! I could have stayed at home with my nasty roommates.

On 10 July 2016, I called the guest services number to file a complaint. First off, the agent asked me four times where I was staying and four times I told the agent xxxxx, CA. The agent then asked me the address. What?! My blood boiling, I told the agent I would xxxxx it for her. Am I being Punk'd? She then took the initiative to look in the database to find the address. xxxxx, no one in this company wants to work!

Then this agent goes on to tell me that because I put the towels and linen outside my door, housekeeping may have thought I was checking out. Wait, wait, wait!! So, your housekeeping are not assigned sections, floors, rooms? They don't know who's moving in and out. They are not given a list of how many guests are in a particular room or how long the guest will stay? Why would your worker pick up these things and not replace themy when they are at the room? You mean to tell me that the housekeeping staff has to go to the front desk and ask who's leaving/staying room by room? I'm confused...still looking for the hidden camera.

Hold on it gets better, the "On the go breakfast" was awful. The apples were old, the oranges were sour, and the breakfast bar stale. All in all, this experience is more draining than my roommates.

Maybe, this is fine for people in transition to have some bit of normalcy before moving on, I guess. But if I wanted to clean up after myself, I could have stayed at home! Who goes to a hotel to clean or do the workers job?! Had I been told of this policy of only cleaning the rooms every eight days I wouldn't have been so upset. I simply would have taken my business elsewhere. Even in my room, there was a sheet of services offered, and there is not one line on this paper that says we are a trifling bunch of bafoons who can't recite the policy with homothymadon.

I just know I'm being Punk'd...come on out xxxxx!!!

This hotel is absolutely horrid. My son xxxxx and his family have stayed here for three weeks now. On December 28th they reported to the front desk that they thought there were bed bugs because some of the kids had bite marks. The front desk said they could not help them because there was no Manager on Duty and the House Keeping staff was busy so they could not come to clean. Later that night I contacted the insurance company who is paying for my families stay here due to a house fire. They contacted xxxxx on Monday at the hotel and said they wanted the room inspected. They were told a maintenance person would check it out. They reported back to the insurance company that no bed bugs were found, but they did not tell my son or myself. I called three days later after hearing nothing to inquire and was told that they found nothing and told the insurance company the same. Over the following weekend my son sent pictures of the whole family who continued to get bit. I again called and spoke with xxxxx and said they needed to check again because something is biting them. She said she would again send maintenance. Again, heard nothing. On Wednes the 7th my son called me and said he awoke to something biting him and crawling on him. He looked and it was indeed a bed bug. He took it to xxxxx who looked right at it and said I don't see anything which he then pointed out what he had. She said ok, we will have to get xxxxx out and send the maintenance person back to their rooms again. The Maintenance person looked in both rooms they had and showed them where you could see the bugs and larvae all over the baseboard, beds, and even on the fabric seams on the wall. I called their Corporate Headquarters and was told this was not handled according to policy and their District Manager would be in touch, that was early in the morning, she did not call until later in the day and said she is not an expert so she could not say it was bed bugs or not even though their own employee said it was. The front desk and [redacted] said they could move them to a different room and gave them trashbags to put their clothes in. They also said they would need to wash and dry all the clothes and would give them quarters to do it. After coming back to the hotel later that evening he found they had moved them into another room and someone had laundered the clothes for them. This is disgusting, this is not right, my kids had to suffer through being bitten for a week and a half and lied to about conditions. [redacted] later called back to confirm both rooms were infested. My son had to take time off work to take care of the kids, pack belongings, and they all are suffering with bites, itching and infection from bites. How can they have a good rating with the Revdex.com I don't understand.

I called the corporate line to file a complaint about a manager who stated she did not care about what corporate or the county health department said or did, that nothing ever happens to them. I was assured that the District Manager would contact me within 24 hours. Three days later I called the number back and was told that the manager contacted me and that the off-shore number could not transfer calls to the district or regional managers. When I called corporate and went through the operator I was transferred to an unsupported number for hotel operations - they say you are being transferred to xxxxx, then the voice mail states they are out of the office; this has been a week.

I have tracked down the regional and district managers, but there is no way to contact them at all. I am done, this company has no desire to deal with the public and their complaints; valid complaints as well since the bed bugs were confirmed, insurance is paying out, yet the manager will go unchecked and this is unacceptable.

Recently I booked a room because of an evacuation and did not need it again. Within a couple of hours I called to cancel the room and was told that I had a 7 day cancellation and that I could not cancel. I explained that it had only been a few hours since the reservations were made but both Josh and Leon would not let me do so. I asked to speak with a Supervisor to resolve this matter and both times was put on hold for a very long time. Needless to say the Supervisor did not come to the phone and then I was given another number to call. This makes all of the other Extended stay hotels look bad. I don't think I will ever book with them again.

Recently I booked a room because of an evacuation and did not need it again. Within a couple of hours I called to cancel the room and was told that I had a 7 day cancellation and that I could not cancel. I explained that it had only been a few hours since the reservations were made but both Josh and Leon would not let me do so. I asked to speak with a Supervisor to resolve this matter and both times was put on hold for a very long time. Needless to say the Supervisor did not come to the phone and then I was given another number to call. This makes all of the other Extended stay hotels look bad. I don't think I will ever book with them again.

This place does not care about anything other than getting your money. They use the choice name and website to get business, then will not let choice members use points here. I had a points reservation booked for the eclipse, then they called and said they would not honor it, even so far as insulting me and lying to choice hotels saying that they would. Choice hotels as a whole is a great network of hotels, but this location is not representative of what they are about.

If you don't want to offer rooms for points, then don't make them available on the website, other hotels can do this, maybe that is beyond the abilities of the management. It is obvious they don't care about customer concerns, if you look at their responses to reviews it is the same form letter everywhere.

I was able to get better accommodations, and it's likely for the best, seeing all the disgusting pictures guests have posted.