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Contact Extended Stay America Customer Service

Extended Stay America Phone Numbers and Emails

Toll-Free Number:

  • (800) 295-3339
Call customer service
Send Message

Customer Service:

  • (980) 345-1916
  • (980) 345-1600

Guest Relations:

  • (877) 651-2124

Sales/ Reservations:

  • (800) 804-3724
    Toll Free

Extended Stay America Emails:

Events/ Guest Relations
Investors/ Franchising
Sales/ Reservations
dataprivacy@extendedstay.com
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How to Contact Extended Stay America?

Most Popular Number:

(800) 295-3339
Total calls: 533 Issues resolved: 2 Last call: Feb 17, 2025
author avatar
PissedConsumer Reporter

The Extended Stay customer service number for reservations is 1-800-804-3724. The support advisors at this helpline will explain the rules of your stay and help you find a place according to your preferences and budget. The Extended Stay America phone number for Guest Relations is 1-877-651-2124. You can call this phone line for general information about the company and its services. The Extended Stay America customer service assistants are ready to answer your questions and help you solve your issues. You can also call the company’s Help Center for booking tips and information about Promotions, Discounts, and Rewards Program. The same contact can be used for the Privacy Policy inquiries.

The Extended Stay America email for customer support inquiries is guestrelations@extendedstay.com. You can send your questions, complaints, and compliments to this address, and the customer care team will respond, providing information or offering ways to resolve the problem as soon as they study your request. To discuss a particular commission, write to tacinquiries@extendedstay.com. The Extended Stay America corporate office email you can use to learn about investment opportunities is investorrelations@extendedstay.com. The Privacy Policy inquiries and Data Protection requests can be sent to the following Extended Stay corporate email: dataprivacy@extendedstay.com. Alternatively, you can email the company representatives using the online form on their Contact Us page.

The Extended Stay America address to reach their corporate office is Extended Stay America, 11525 N. Community House Road, Charlotte, North Carolina 28277, United States. You can send official correspondence and documentation to the Extended Stay headquarters. The customer service team is also ready to handle clients’ concerns, complaints, and suggestions sent to this address. If you have questions regarding Data Protection, mail them to the Privacy Officer at 13024 Ballantyne Corporate Place, Suite 1000, Charlotte, NC 28277, United States.
You can also check the Extended Stay America locations on the official website. Click the Locations button at the top of the homepage and select the area you are interested in.

Extended Stay America Customer Service Overview

The aggregated data is based on calls made from PissedConsumer.com website and questionnaires provided by PissedConsumer.com users.

  • Extended Stay America Customer Service is rated at 1.3 out of 5. Consumers who contact the company are mostly dissatisfied. More commonly used way of contact is by phone.

    Source Distribution
    85% phone 15% email
  • The best phone number to call Extended Stay America is 9803451916. 42% of consumers used this number to address their issues and concerns.

  • The average hold time is up to 3 minutes. The longest wait times are on Monday, while the shortest are on Sunday. The average call time is 8 minutes.

  • Be prepared for the call as Extended Stay America may ask you for the following information to identify you as a customer: first and last name, phone number or email.

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PissedConsumer Club

Contact Information

Extended Stay America Website:

Extended Stay America Help Center:

Corporate Office Address:

Extended Stay America
11525 N. Community House Road
Charlotte, North Carolina 28277
United States

Extended Stay America Customer Service Reviews

1.3 / 5
Bad
Charles W Elh
Formal complaint about front desk assistant
stars-rating stars-rating stars-rating stars-rating stars-rating
2.0

Before coming here last week, I had a few problems with one of your front desk workers. It seemed that every time I came here to get a room, she would come up with some kind of excuse as to why a room was not available.

Upon leaving after being told this, I would see her laughing about it with another worker. I had never had a problem here before until she started working here. She displayed very poor customer service skills and I always left feeling lied to and disrespected. This time, however, she wasn't able to concoct a reason why I couldn't rent a room because it was a case manager who had rented the rooms for the three of us.

However, that did not stop her from trying to evict me. She called my room and told me that it was only paid up until Tuesday, 25th of June, for us and that I had to check out. But I was the only one she called and insisted that this wasn't a retaliation on their part, which I couldn't understand why. I told her that she was mistaken because I had just gotten another key and another employee confirmed I had four more days and that it would be on the camera if they checked.

The next thing I knew, I'm outside and the police showed up saying they were there to escort me off the property. I asked, 'For what?' They replied, 'Because they asked you to leave.' This was very embarrassing to say the least. Thankfully, my case manager was there and showed them the receipt which confirmed that it was paid up for another four days. Now their story changed after calling the police, which was unwarranted because I did not refuse to leave, and added to my public humiliation.

I recently asked if I could use the vacuum to clean up around my door and she replied they did not have one I could use, which I know is not true. Just the other night, I had asked to use one and she said yes. It's sitting there in plain sight behind the desk. I wonder if she behaves this way with everyone else.

A friend of mine, whom I shared this experience with, said she was somewhat rude to him too. So, I would appreciate some form of disciplinary action taken, and possibly a free night stay or maybe a substantial discount on two or more nights stay in the very near future. I don't know her name, but she is working tonight, the second shift on Thursday, June 27th, 2024.

I hope some action is taken in this matter because if my case manager hadn't been there, this situation could have ended very differently. I probably would be just now getting out of jail because she would not have confirmed what I said even if she had looked at the video of the other employee telling me about the four additional days.

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Sandrina L
The worst place the worse customer service.
stars-rating stars-rating stars-rating stars-rating stars-rating
1.0

15672 US Highway 19 North, Clearwater, Florida 33764, United States
I'll give 0 if I. Could.
I booked this place for work.

I told the person that booked it, I need the upstairs room, she said she will make a note. I work 4 nights, 12 hours per night for 90 days. Yes I received a discount.
The day I booked the discount they had a special 47 dollars per night. So it was not even a discount, because she told me, si ce there is a special, she could not pro ide any wxtra discount even for healthcare worker.
But boy oh boy, As soon as I got there, trouble started.

The receptionist was blunt and not professional. When I arrived inside the room, I found hair, tobacco leaves, the towels were nasty full of hair, as if they never replaced the towels from the last customer. On top of it, there was a leak coming from the upstairs room.
My first day first day, my husband and I clean the place, removed all the tobacco leaves and hair, dirt, thr door was shading foam stuff. I mopped, cleaned and let the know about the leak.

The maintenance guy was super nice, I let it go. I then went to work. The next few days, I could not sleep. Constant noise, foot steps, suff dragging.

I told them I did request for upstairs room, the very day. They kept giving me excuses. The 2 ladies including Kim with another black lady, very loud and unprofessional. They told me they have it but refused to do so.

I'm asthmatic. The room is wet, hot and the mold is strong. I think if I then change rooms, it might be better.
So I call and told them I needed the room upstairs, she agreed to give me the room later she wants to charge an e tra 22 dollars. I told the night receptionist.

I'm tired, I don't want to stay, then she wants to charge me more stating she will remove all the discount I received from them. I was like no, I cancel reservation all the time and there is no such thing. I'm tired. The place us awful and they don't get it.

I have to go into that room every day after work. And I'm tired. Please help, I don't want to speak to Kim. Kim is not nice.

They have no customer service at all and the place is terrible. All I wanted to do was to leave, since it was after 11am, I did not mind paying for the day, eventhough I'm not staying. I asked her to charge me regular pay. She refused and
Left my booking open.

I have a video recording discussing this with her. I actually did not get a medical discount, the price on Saturday the 15th was 47 as a special they had on line. So they could not offer dou le discount. I begged her to please let me pay, so i could move on.

she wanted me to pay 275 dollars for checking out too soon like I signed a least with them. So she told me I must pay...
I just need to go to another extended stay. That one is not going to work for me.

That lady made me feel bad for everything. I know it was that Kim the manager that made her do all of this.
She refused to let me pay for the 1 day although I'm not staying over.

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Mike B Lwq
I left this past Saturday and they're still trying to charge my car $279 as of Sunday and I need my deposit of $100 back
stars-rating stars-rating stars-rating stars-rating stars-rating
1.0

They suck they are not out for the guest at all they want to try to get his money much money out of you as they can and then they hike up the prices so high by price gouging and they put you right on the streets in the cold I wouldn't recommend nobody for them

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Ty Ywc
Violence, abusive environment and terrible management
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1.0

Stayed at the Extended Stay North Charleston. Terrible.

This is a dangerous location that even the police said they would not stay in. They have daily complaints. In the short time I stayed there, I saw the police come in every day and sometimes people go out on stretchers. There were men in tank tops just hanging out in cars by the hotel who did not stay there and were doing drugs.

There are a lot of construction workers who do not speak any English and approach all the women. This is terrible at night time. There are broken windows and no safety.
Random black men off the street will come yelling and try to get in through the back door. They bang on the windows.

No one does anything.
There are violent residents staying there who live there permanently and use every bad word you can think of. This does not feel like America. It feels like some third world country with a lot of gun and drug violence.
The management does nothing. They will make fun of you for asking them to do something about it.
The woman manager in charge is the worst.

She makes fun of the guests behind their back with the guy working there. He is loud, dramatic and hideous. Calling their customer service does not improve anything.
The district manager does nothing.

They should all be fired and this hotel shut down. Other locations are fine but this one is terrible.

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How Good is Extended Stay America's Customer Service?

Vinson L
Vinson L
Feels Disappointed | Aug 14, 2024

Cotton to the core,, ESA has to hire new employees and be serious about reprimands or theft will continue at it highest form. Guests are victims.

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Ansh Nxo
Ansh Nxo
Feels Disappointed | Apr 09, 2024

I still have not been refunded for the night I paid for and did not stay.

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Khalid Xaf
Khalid Xaf
Feels Disappointed | Oct 23, 2023

Young front desk attendants, just don't care. Obviously have no training in customer service. Weekends sign is up, they are not available, all they do is eat. Don't help disable seniors. Don't tell the truth to Mgr. Customer is always guilty. Their rules don't make sense.

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Martina J Wma
Martina J Wma
Feels Disappointed | Sep 11, 2023

Never talked to anyone at all!

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Briceson Mhf
Briceson Mhf
Feels Disappointed | Aug 26, 2023

The faucet in the bathroom was clogged and dripping continuously. I came home from work at 5pm to a flooded room, sneakers and luggage was ruined. Aside from this, the room was filthy and smelled like dog *** so badly but when I checked in I was told this was the last and only available room and they could refund me but that’s the best they could do. I was stranded with all my things and no where else to go, so I took the room and didn’t complain about anything until I came home to my personal belongings being destroyed.
I was told I’d be issued a full refund for that two night stay of $181.15 which has still not gone back to my card. I opted to stay several more days once the sink was fixed - thinking they showed understanding by the refund and that is have another nights stay or two to afford.
Nothing was or has been done and I’m so upset. I don’t know who to speak with.
I’m usually super easy going with this stuff and not a Karen but I don’t know who to get assistance from. They refuse to acknowledge The issue even though I have documented photos, phone calls, emails sent and the names of the employees on all of the shifts I called complaining and asking to be moved the first nights.

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Sury Gxc
Sury Gxc
Feels Disappointed | Apr 22, 2023

This place is awful! They tell you one thing online and don't honor it! I have spent over 2000 dollars at this place and haven't even been here a month. The first room we were in started leaking from the ceiling and they said we put in a work order... They didn't offer to move us or any money back or anything! And when I say leaking I mean flooding!!! Ruined my clothes it took a front desk agent looking at before we were moved! And saying "you have been living in here". Then they moved us to probably the most disgusting room in the entire hotel. This place is gross and probably should be shut down

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Summary of Extended Stay America Customer Service Calls

1.3K TOTAL
CALLS
07:47 AVG CALL
DURATION
2% ISSUES
RESOLVED

Top Reasons of Customers Calls

Consumers Call the Most From

Why Do People Call Extended Stay America?

Product/ Service Question:

  • “Bed Bugs Bitting and found”
  • “Im beung kicked out my room because of a leak that im not responsible for”
  • “Want to file a formal complaint”

Staff Question:

  • “Front desk being really rude unacceptable”
  • “Terrible motel terrible customer service”
  • “To inform the public that ESA hires thieves to terrorize their guests on command. So unprofessional, so unethical, so degrading, so dishonest. Maybe ESA needs to hire a new CEO and retrain and rehire everyone. ESA has employees whom are thieves”

Request for Information Question:

  • “They need to come fix my bathroom and got a crack inside my floor I've been complaining about my floor my floor going on a month now no one has came and seen it well they sent it but they ain't do nothing about it”
  • “Speak to and agent”
  • “I need to speak with management..”

Payments and Charges Question:

  • “Unauthorized charge”
  • “I overpaid for a week and didn't stay the week.”
  • “Dispute”

Refund Question:

  • “GM is refusing to refund hotel occupancy taxes and book my room without making me pay taxes”
  • “Complaint and refund”
  • “Want refund for 2 days”

Employment Question:

  • “Employment verification”
  • “Employee is smoking marijuana on the job”
  • “I got a job in an Arizona extended stay of america, but after itching like crazy for the two days i worked there, i also noticed a bunch of bites on my arms, face, neck,etc. The manager said they dont have bed bugs, i think they do.”

Account Question:

  • “There was 131$ just taken from my account, I have not stayed at this hotel in months.”
  • “Can't get in my room”
  • Locked out of room for hours no one at desk

Shipping and Delivery Question:

  • “Missing package”
  • “Roaches at your hotel did not get refund”
  • “I've been at this location for almost 7months and I want to see an out getting a set rate for monthly”

Activation/ Cancellation Question:

  • “Cancel my reservation”
  • “Cancel stay money dispute”
  • “Booking cancelation”

Return/ Replace Question:

  • “Rate change”
  • “No return call from you”
  • “Trying t0 change bank information”

Cards Question:

  • “Constantly inactivating my key card by management because I made a noise complaint..”
  • “My wife got a card from one of your closet racks in Extended Stay America”
  • “My money has not been put back on my card sense April third”

Website/ Application Question:

  • “19-79299 application is incomplete. It not lowing me to finish app”
  • “Honoring websites price..UP TO 50% is never near that”

Other Question:

  • “Check in issue”
  • “Nobody at front desk”
  • “911”

Compare Extended Stay America Customer Service To

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