Toshie Tjn
map-marker Bellevue, Washington

Grievance denied reservation after payment

My wife and I made a reservation through Priceline and stayed at one of your locations the next day we went to extend the reservation and again pets in Priceline and then we were denied the room for the night because they said they do not take cash app which we do not pay with cash app Priceline with cash app we are being kicked out of the hotel and told that we cannot stay here
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Mary A Vns

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Rude staff

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Updated by user Oct 30, 2023

They never contacted me. They really don't care .

Original review Sep 28, 2023
Staff screaming wants to know my religion says that I am racist . Manager call me to pick up excrement from another dog. Called 12 police men on me because I complained about disrespecting me. Disgusting laundry had to throw away clothes. Dog *** all over the place
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Cons:
  • Dirty rude staff unprofessional

Preferred solution: Apology

Resolved
Elizabeth W Xef

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Verified Reviewer
| map-marker Orlando, Florida

Resolved: My account information

Have had to rechange my password literally 19 times can you please send me my email and password so I can make sure I'm doing it right cuz I've tried everything and I cannot log in
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User's recommendation: Patience

Elizabeth M Cpg

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Verified Reviewer
| map-marker Kenner, Louisiana

Complaints

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Updated by user Sep 24, 2023

Lost our housing from Restore La.gov went through hurricane Ida Home is being renovated so now we can’t go home so basically we are homeless because of managements lie’s to police and we were kicked out. Police only listen to one side of the story and it wasn’t ours.

Original review Sep 24, 2023
Got kicked out because of the manager telling lies to the police. We are poor people staying at extended stay with the government help The manager got our government help cut off we are homeless now! Mean people and nasty place.
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Cons:
  • Dont abide by thier own rules

Preferred solution: My restore La.gov IHA HOUSING BACK

Martina J Wma

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Verified Reviewer
| map-marker Arlington, Texas

Assaulted by Mananger

I was just assaulted by my Manager over a dispute of my missing wallet! And as he tell me to get out then says as Im walking out Im fired so I said ok as I walk towards the door he speeds walk in front of me to open the door in rage he then was in my face literally so I told him get his *** *** out my face then he proceeded to push me with full force to the point that I fell scrapped my hands and knee I was in this belief that this grown man put his hands on me and yes I called the police they get there and I tell them what happen then they asked him he lies as if he didnt push me and some of the employees that was there and seen this should have told the police the damn truth I never put my hands on that man at all and he assaulted me the police said they are going to call to get the camera footage and guess what it going to show him pushing me out the door and Im really in shock that he really put his hands on me I been trying to find cooperate numbers but nothing works are come up I want rest assure you action will be taken legally!

No none deserves for a manager to put there hands on them in the slightest! And a Male manager at that bigger then me at that!

Oh yeah right before the police came an employee gave me my wallet and no that particular person didnt know I left it until today and my 15$ was missing and yes I had already made a police report about my wallet before the assault didnt know I was going to go through this today!! This is beyond me!

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Loss:
$15
Pros:
  • Its a great location to make money
Cons:
  • Management sucks

Preferred solution: He needs to be fired he has been lying and sabotaging the hotel and the housekeepers since he’s gotten there. He put his hands on me and it’s going to reflect on camera some justice has to be served that’s beyond wrong and there is a police report

Anonymous
map-marker Atlanta, Georgia

Mold in my bathroom

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They still haven't started on my bathroom and the smell is getting worse everyday. I am ready to get back in my room but I can't cause they haven't started doing anything in there yet but I still have to pay full rent being in another room that's not a handicap room. I have to be cautious when I'm in the shower cause they can't put handicap rails up in the shower. My toilet is lower which makes it hard for me to get up off of it. I'm just ready for my room to be done so I can use my handicap rails and be and feel safe.
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Orlando Battle jr

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| map-marker Ocala, Florida

Pissed

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Updated by user Sep 23, 2023

No I haven't been able to get in touch with the property manager yet.

Original review Aug 23, 2023
So I go to check The employee at the extended stay in Ocala fl tells my fiance that I have a do not rent on my file, because she had to chase me down for a payment for my stay which you have to pay for before you stay there. So I checked and asked one of the other clerks their her name was Patricia while my fiance was on the phone,she said that I nor my fiance have a do not rent.I proceed to go there and I have a do not rent on me ,this is right after I just got off the phone with her.

So I can not get ahold of anyone to clarify the do not rent.

I have checked my account and my fiance account.we are current with our payments for the extended stay in Ocala Florida. The other employee name was Cheyenne
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Pros:
  • Stove and fridge
Cons:
  • Staff rude and disrespectful

User's recommendation: *** no

Anonymous
map-marker Gastonia, North Carolina

Don’t stay at this place in Greensboro nc expedia of Wendover Road the room was nasty not clean,light flashing off and on rat droppings don’t stay their

Dont stay at this place in Greensboro nc expedia of Wendover Road the room was nasty not clean,light flashing off and on rat droppings dont stay their
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Kocho

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| map-marker Phoenix, Arizona

Discrimination/Denied housing due to service animal

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Extended Stay America - Discrimination/Denied housing due to service animal
Original review Dec 28, 2022

0n 12.27.2022 made a reservation through Agoda.com for the extended stay at 3421 E. Elwood St., Sky Harbor International Airport, Phoenix (AZ), United States.

I arrived at approximately 11:15 p.m. the gentleman at the front desk Christian ask for my id. After handing it to him I began looking for my debit card so I can pay for incidentals. At which point he told me that he was sorry but I was on the do not rent list.

I asked him why however he said there was no reason listed as why. It's just that I'm on the do not rent list. I told him that by law he cannot deny me housing and unless I broken some sort of laws or in regards to the hotel as far as Arizona statues are concerned then he needs to let me in. But he refused to do so.

This is not an unfamiliar situation with extended stays. In which I've dealt with discrimination due to the service animal and this case is the same at this location as we've dealt with this before and is it currently under investigation by the attorney general. As my girlfriend who's 30% disabled and a veteran as myself a veteran we're discriminated against and we're tried to charge us $200 for sneaking in our animal. When I told the lady who is the manager that the person at the front desk the night before had told me that I did not need to present my certificate, and even after I offered to present the certificate she refused to see it.

The gentleman at the front desk the night before after being lied to by the hotel saying that there was no reservations let me in. I had called the reservation desk at the 1-800 number and spoke to the young lady on the phone asking her if they had availabilities which they did. However the front desk had told me at the location that there was no rooms available so they were already beginning their discrimination. When I did arrive later on the gentleman at the front desk was very nice to me and knowing that we are veterans and currently homeless and that I suffered from medical conditions that are fatal due to being in the car in the seated position he off camera made two keys and allowed us to stay for free.

He was subsequently terminated. During my experiences with extended stay I've been charged for bookings that were never supposed to be charged for and promised to be refunded which I never was. I've had staff after paying for a night or another night stay enter my room because I did not go downstairs and rekey my keys. And upon going downstairs this manager told me that we needed to vacate the property.

Even after I had paid. These are violations by the law. We've been discriminated against in regards to third party bookings. We arrived at one location after being told that they had a reservation but what pond arrival the guy at the front desk says that the room that we had booked someone had put rice down the sink the night before and so it was clogged up.

When I told him I would call a go to to speak to them he told me that I had to hurry up because the room that he was holding would be gone. Subsequently people who arrived who had paid online on extended stays website were allowed in. And the room that he claimed was out of order he rented to somebody not knowing that I was still on property. Being sent to another location after booking again arrived on the site only to be told that there were no rooms available.

we have been running around looking for a room after booking them arriving at different locations being told that there is no rooms available. What it is is they were going for the customers that had booked to extended Stay and not to third party. So they were holding the rooms but the rooms were available. At the one location after speaking to the lady she called another location in Peoria and the gentleman who she spoke to said that he would honor the reservation because we had already paid so we drove all the way to Peoria but only upon arrival and after him giving us the look because he did not agree with what he was seeing in us as a couple.

He promptly told us that we had to pay another $140. When I told him that the manager over there had already called and spoken to him and that he had agreed to honor the reservation he refused to do so. He was very rude very disrespectful. He said you booked through a third party so you're going to have to go through a third party.

Discriminating against third party bookings and discriminating against us being interracial couple. This is the last straw with this corporation. Even after giving them all this information and telling them everything they proceeded to tell me that there was no investigation to be done. They tried to turn it back on me try to make it seem like I had lied.

The management at these places does not have any official experience in dealing with not only with their employees but also dealing with the public. These are people who are promoted from within that were yanked off the streets that have not had any formal education and management they have no annual training they have no ability to conflict resolute. I've had the police called on me just because I was late in checking out for no reason whatsoever. They do not listen they only aggravate and escalate situations because no one is cracking down on them.

By law they cannot deny me housing unless I have committed at a violation of the law. Which I have not. In the in addition after speaking to my primary care provider at banner. Due to this ongoing acute pulmonary embolism and DVT which is fatal I was supposed to go to the emergency room this evening after checking into the hotel as we have a service animal and it would have been difficult as it already is difficult for the animal being in a position of being homeless.

Being stuck in a vehicle in a seated position with the situation I'm in if these clots break loose it will kill me or cause a stroke. I'm not able to go to the hospital as I would have been admitted tonight for at least a week. But I cannot do that now because I'm stuck sitting in a vehicle at a seated position with my legs bent with a clot in my main artery in my left leg. Excruciatingly painful.

All because some manager has some personal been better and violates the law and violates my rights. Puts me in a position where I can die. where should be at the hospital instead I'm sitting in a car because I had rented the room for my girlfriend who is 30% disabled and a veteran and for her dog to have a place to stay in the event I was admitted as I am their only safety out here on the streets.

I am very very angry over the situation. And it must be addressed.

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Jon J Uxu
map-marker Saint Peters, Missouri

Stay away!!

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Was also quoted one price then charged a good amount more. Employees are not trained well and been known to harass costumers. If your a single woman please consider staying somewhere else where you will be safer.
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Loss:
$325
Pros:
  • Can buy drugs on site
Cons:
  • Managers are judgemental and have double standards

Preferred solution: Apology

User's recommendation: Run

Cynthia E Too

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Verified Reviewer
| map-marker Memphis, Tennessee

Complaint

I am spending $400 a week and when you all advertise you supposed to have dishes there's no dishes no batteries in the remote no light bulb in the refrigerator no light bulb over the stove at the one at 6520 Mount Moriah Memphis Tennessee and then I call guest services and can't get anyone on the phone ridiculous
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Cons:
  • No dishes no battery for the remote control no light bulbs over the stove or in the refrigerator

Preferred solution: Price reduction

Anonymous
map-marker Ontario, California

Need to speak with corporate

The number provided by you did not go to corporate. I spoke to customer relations and they said my issue was something bigger than them but they wouldn't transfer me or let me speak to anyone who could help me,
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Katy B Hzy
map-marker Newport News, Virginia

They overcharged a room and didn't give me my full months start

I first paid for a room on the fourteenth of August to be told I had to pay again on the seventh of September and then I was charged 2400 for a month stay at this place, not to mention I was prorated for paying ahead of time. The manager was mean and rude, ran my card and didn't give me my receipt. I'm an older woman and feel fully taken advantage of do not go to this place
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Loss:
$1800

Preferred solution: Price reduction

User's recommendation: Do not even stop here for a second you may be charged for it

Danielle B Bzp

Misleading and unorganized

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Ive been staying at a Fredericksburg location for two months and it is literally disgusting, overwhelming and nobody has anything together here regional and corporate keeps coming up to this location because they dont have things together here and they open up before they should had the staff is being talk to the back, corporate and regional, but not knowing the whole story of anything it is disgusting how they treats customers and employees
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User's recommendation: Go somewhere where they value your money

Ajani r

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Complaint and refund

Extended Stay America - Complaint and refund
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Extended Stay America - Complaint and refund - Image 3
Water is dirty dark arrange is not drinkable or shower able I had to brush my teeth and got very sick and had to call into work no on on the after hours lines is answering the phone and no one is downstairs. I would like an immediate refund so I can go somewhere livable thank you. I would love to actually be able to speak to someone and not keep being directed to the same number that will not answer the phonedo not stay here
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Loss:
$472

Preferred solution: Full refund

User's recommendation: Do not stay here