Extended Stay America Corporate Office Headquarters

162 comments
Extended Stay America Corporate Office Headquarters
Address;
11525 N. Community House Rd., Suite 100
Charlotte, NC 28277 USA
Corporate Phone Number: 1-980-345-1600
Fax Number: 1-864-573-1695
Customer Service Number: 1-980-345-1600
Reservations: 1-800-804-3724



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162 comments:

  1. Who do I contact about making a complaint about one of your hotels?

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    1. Go to TripAdvisor, I know for a fact they look at this.

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    2. I agree my room was broken into and I can not reach anyone to talk to I leave message after message. No Reply. THIS IS THE WORST HOTEL AND CORPORATION. No customer service

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    3. Let it be know:
      Extend Stay Maryland Heights Lackland: Is a joke the front desk staff is extremely untrained robots that have no business dealing with the Adult public.
      I have stay there over three weeks at one time and daily the customer service decline to such a low. One evening around or about 9:20 pm 5/23/2013 I returned after a long day of work. Went to the front desk some one behind the desk with an long unfriendly face yell to me from behind the desk as others in the lobby turned to see he was point at and yelling to. Look at me as the person said / yell to me that if I was there for new / fresh towels there was none. Then he said the towels in the back were for in the morning.
      Just great customer service skills and what a policy for the Extend Stay to have guest can't get fresh towels as needed. When there are clean towels available.
      Perhaps during check in the Extended Stay Maryland Heights Lackland should tell guest that there is a cut off time to obtain fresh linen.
      I stay in room 103 a handicap room.

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    4. Extended stay america in Cumberland GA is even worse. The staff is rude and unkept. The attendant Candace yelled at me, called the cops to kick me out because She did not like the way I talked back to her (after she yelled at me). I was denied a manager, she ignored me standing in front of her. Candace the front desk attendant

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    5. Believe it or not the extended Stay in Houston was great. I went ahead and scheduled another reservation for Columbia,Mo and it was the worst. The hotel stink really bad, no housekeeping service. I was told if I wanted a house keeper, I needed to pay $5-7. My brother room was terible, the ended up giving him two rooms and charging for one. The breakfst was terrible. The workers didin't know what they was going and they wasn't claen. How can someone clean your room, when they come to work dirty already. I've been on hold for 3 hrs and no one answered.

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    6. St. Louis airport location lone eagle drive. PSA this is the worst, gross, most disturbingly raggedy hotel I have ever been inside of. My experience: check-in front desk lies and states they have NO rooms available for the weekend because my reservation magically disappeared out of their system...but because im a SMART traveler I already had my reservation saved in my email....poof a room appeared. Not the room I reserved but a non-smoking handicapped room...I didn't mind just a little irritated. A rain storm passed through st.louis for about 20 minutes..omg the room flooded and the generator blew..my two year daughter, and 13 year old nephew where freaked out! No apologies...actually gave me extra towels to clean the wet bathroom floor...as is that wasn't enough on my last night at 3 am my room fire alarm is going off...I'm in shear panic trying to get my child up and out the hotel only to find out it was the neighbor guest burning POPCORN to a crisp...ok non emergency turn this damn thing off...NO the alarm rings for 30 minutes....this was unbelievable...that wasn't the end they had the nerve to offer me an additional DAY...thanks but no thanks. This was by far the worst experience of my life. So much for my vacation. I'm calling the BBB and anyone else that will listen...that's my new mission to expose this chain

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    7. I am having difficulties at this time with the corporate office and local district manager. My 3 children were at risk of harm at one of the properties and I had to contact the police. At this time I have not had my money refunded to me and it is Christmas can someone assist me with who to contact. Thank you

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    8. Good luck!! All the hotels is run by 1 manager that has to do it all, the front desk is only there to take your money, the rooms are filthy because they abuse the poor housekeepers with 20-25 rooms just to save labor cost.thats the true behind scenes, 1 porter with 3 hours a day.they are structured to make money only, at the end they work every employee a... off, when it comes to holidays they dont even give them anything, forget if you request time off, they send you thru a tube, now with that said, they dont take care of their own employees, do you think they will take care of the public...it'sall about the money. "DO NOT STAY AT THOSE HOTELS" YOU HAVE BEEN WARNED!! Btw to answer the question call 980-345-1600 corporate number.

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    9. The Extended Stay on 7979 Fannin street in Houston is disgusting. It is worse than a motel for 20 bucks, and they charge $89. They say they have breakfast and its all expired breakfast bars. The bathroom is moldy, and the carpet and floors are sticky and stained, they never clean the rooms, nor provide extra towels, soap or toilet paper.

      Disgusting

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    10. I am a CLC member and a Board member at the NAACP. And what I have found out about Extended Stay America in California by visiting four location is that they are not ethically diverse by the people they hire. We have launched a study by visiting location through out the country and found that there hiring is bias and not geared to hire Minorities. We hope that this is not the case, but if so then we will make sure that this matter be brought to the attention of the DOJ.

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    11. My wife and I moved to the Dearborn, MI area for a job and stayed at Extended Stay Dearborn. The idea was we'd stay there until we found an apartment. Our room was reserved 2 weeks ahead of our arrival. We arrived after driving over 1,000 miles. The 1st 2 rooms they gave us were both super filthy and stank of trash. I even called the night before and the same day of our arrival to make sure they still had our room and it was prepared for our arrival. They reassured us they would take care of us. We needed a wheelchair accessible room. However, all of their available wheelchair accessible rooms were filthy. The night person, Tamika, did an excellent job and put us in a non-wheelchair accessible room for the night. She prepared a wheelchair accessible room for us. We moved into a clean wheelchair accessible room the next day. The next morning, the front desk promised us a free night for the inconvenience. On the sixth day, I went to the front desk and asked if they had given us our free night on our account. The hadn't given us a free night yet. So at the point they stated they credited our account for a free night. So we were all set to stay for 8 days instead of 7. Note: the front desk person, Bree, never asked me if we were staying another week or if we wanted to extend our stay. At this point we're thinking every thing is great and we will stay an extra night, then extend another week on day 8. On day 7 we woke up and were preparing for the day. We were excited to start our day, because it was our 4th month of being married. As we were preparing for our day, there was a very loud banging on our door. It was Bree from the front desk yelling at us. She was yelling for us to leave immediately. She went further to tell us if we didn't open the door right away she would call the police. We were looking at each other thinking "what in the world is going on?". There was no problem, but there's Bree banging on our door, yelling at us, threatening us with the police. We did nothing to deserve being treated like this. I told her through the door we were not dressed yet and we weren't prepared to open the door. She took that as a threat and threatened us again, that she's call the police if we didn't open the door immediately and leave. So I opened the door even though I'm only wearing my boxers. Upon opening the door, I saw 2 little girls employed to clean the rooms across the hall. They were like 8 to 10 yrs old. They were standing there staring at me in my boxers as Bree was enraged and yelling at us to get out and leave the property immediately. I tried to tell her we were staying until we found an apartment, but she just kept telling us to leave NOW!!!! or else she will call the police. We could not believe what was happening and that we were being treated like animals totally unprovoked. So of course we wanted to get to the bottom of this and get the issue straightened out. So we got dressed and went to the front desk to talk to the manager. We got to the front desk and Bree continued to speak to me very nasty so I raised my voice to her demanding to speak to her manager. She became absolutely enraged and yelled at me telling me to not speak to her like that and she is going to call the police right now. She had her manager on the phone at that time and refused to let me speak with her. We waited for the police and Bree made up some elaborate story about us. Total liar! We tried to tell the police how she treated us and created this entire situation all by herself. They didn't listen to us at all. So we packed up and left and we'll NEVER return to any Extended Stay. Our civil and human rights were violated. What is our country coming to if businesses can treat people like this and get away with it. I recommend to everyone, to NEVER stay at any Extended Stay of America...it's not worth the hassle. You can find much better for just a few dollars more.

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    12. Stayed in the Anhiem 1742 S Clementine St/ by Disneyland/
      There was no one working there at 7:00am to check out, and the person fixing the
      coffee etc did not know how to speak english/ they where Illiterate and People where
      getting Really MAD that knowone was there. How can any corp think they are making money by hiring people who do not know how to HELP their Customers. This is the Story of the DOWN GRADE of the NATION. Plus my EYES where SWOLLEN from something is the Venilation system?

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    13. Reserved a room at Extended Stay at 11211 N. Black Canyon Hwy. Phoenix AZ.
      When we got there after driving for 6 hours and working for 8 hours, I was told our room was given away. And the person behind me, his room also. They couldn't tell me why. The worst untrained staff, rude, and could not give me any explanation. I gave him reservation number, he looked at me and said, I don't have any rooms!! I RESERVED IT!!!!!!!!!!!!. Does anyone care about customers anymore?

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    14. This comment has been removed by the author.

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    15. VERY UNSATISFIED Called the reservation number to make a reservation in Cordova, TN 8110 for Cordova Center Dr. 38016. Was quoted a price and then I explained I had AAA or AARP did they take these for discounts? I was told yes and was also informed about a perks program that was free to sign up and that would give me 15% off. After making my reservation being told and confirmed my price per night that I would be paying, the email they send you about the perks program you fill out and send back is a joke they did not disclose this information during the phone call and the email with your confirmation # tells you the price you will pay. My confirmation # did not match the price I was given. We chose this hotel because it gave us the best price and was close to everything we needed. Very disappointed and will never ever choose this company or any of its affiliates.

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    16. Extended Stay America in Centennial near Denver is a dump....gang members out front, pool was green, hallways were filthy...literally filthy,...room was dirty...lobby had trash everywhere....front glass door were so dirty you couldn't see through them....lobby staff was heavy set...slow....and rude... We wouldn't stay in an Extended Stay America anywhere in the United States ever again....what a fkg dump!

      Steven Frost

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    17. I have booked my reservation at Crossland Economy Studio, 1210 Murfressboro Rd, Nashville, TN-37217 for two weeks from 08.15.15 to 08.29.15. Confirmation No 126782004. 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.

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    18. Extended Stay Juneau .. "Rachel" the "District Manger" i have a complaint against and my lawyer is filing a law suit against now.. She put my wife in the street at night without a dime, because she locked the room where she had the money to pay for the night, and i was to join her the next night and continue to stay for 6 months.. She lost 6 months of revenue for Extended Stay Juneau and broke the law putting my wife on the street without her coat or her possessions, she had a heart attack and nearly died.. EXPECT a lawsuit filed for these actions by my lawyer paul grant
      907 586 2701
      Case number 5308562.. We are demanding our possessions back and compensation for my wife nearly dying as a result of her facing the WINTER weather in Juneau Alaska, and this woman Rachael being removed from this position of power when her associate had a AGREEMENT with me to cover the ONE night stay . who she fired for the actions.. I demand that Linsey be re-enstated and REPLACE Rachel .. I am NOT going to drop names of who i work for, but it is a house hold name and has deep pockets a large legal staff and will NEVER use the Extended Stay hotels in the future..

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    19. This comment has been removed by the author.

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    20. The carpeting is old, they have brown curtains covering the closets, you have to obtain dishes from the front desk if you want to cook anything, the faucet was rusty. Front desk night person was nice. 1st floor much quieter. minimum tv channels.
      I have stayed at a lot of hotels and recently stayed with Extended Stay hotels in Eden Prairie off of Valley View Rd. They took a %50 deposit and told me that the authorization would be removed when I checked room??
      out. This did not happen, when I called they said it would take 3-10 business days. When I called the hotel Sierra answered and was very rude. I was told by corporate that my card would be charged and then credited. I was then told that they made a mistake and charged my card instead of Expedia card. I then was called by the manager Jeremy and he told me that I was just trying to get something for free that there was no issue or charge on my card. They dont know what they are doing. I would like the authorization for $50 to be removed from my card. There were no issues with the room or incidentals to be charged. REMOVE THE AUTHORIZATION FROM MY CARD. will not stay at this location again, unless they change a heck of a lot of management, staff and clean it up.
      Corporate affairs is difficult to get ahold of, supervisors 30-45 minute hold times if not more.
      Some customer support very nice helpful.

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  2. I too have a complaint..... would love a number that someone actually answeres.

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    1. They never answer they don't care about customers just making money. they are terrible. absolutely terrible. I would not recommend them to anyone to stay at any of their hotels. the rooms are crappyy the service is crappy. they have no manners when dealing with customers. I received one # for guest relations 980-345-1892 if that helps anyone.

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  3. They don't care about their guest this will be the last time i stay in one of these hotels.

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    1. so true.......i have stayed at two locations and got the same feelings. They don't care

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    2. totally agree

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  4. They don't care about their guest this will be the last time i stay in one of these hotels and I've been staying in one for the last year.

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  5. I am a travel agent who just received a scathing report from a client who stayed in the Anchorage Extended Stay America Mid Town location. It says they showed a TOTAL lack of interest in any of the many problems they encountered while there for 4 nights. They refused to honor the reservation price that had been confirmed via computer in writing. It was dirty, maids never came to clean at all, BAD...BAD...BAD!

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    1. the maids didnt come because you have to request their services. and then pay extra for it. but even if they come to clean they do a horribly unacceptable job. youre better off bringing a jug of bleach along if you ever plan on staying there...

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    2. housekeeping where I say smoke pot. you can smell it all over them..the skunk smell is unmistakeable

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    3. AnonymousNovember 9, 2012 at 6:06 PM
      It says not only in the advertising but they also tell you at check in the room is seviced once a week, but doesnt happen

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  6. 18800 San Ramon Valley Blvd San Ramon Ca
    stay away from this dump. Extended Stay does not care about repairing anything. They rent to some of the worst. The latest a convict (rm 258) that boldly let's everyone know he is fresh from prison and has two strikes against him. He beams with joy stating he is on PAROLE. He hangs around daily with his shirt off displaying his body art that he proudly tells anyone that will listen how he got the tattoos while in prison. If you have kids stay away from here. Horrible environment, not safe. Cars and trucks are not only broken in to but also stolen from parking lots. The police are here on a daily and nightly basis. You are may also call San Ramon PD and they can tell you all about this dump. This Extended Stay will make no repairs for you NONE. Extended Stay shame on you for having no respect for good customers, shame for taking money but providing horrible service, shame for allowing criminals to live around good hard working people and families.


    One good note....One of the cleaning ladies (Hispanic decent) is not only very nice and sweet but also a very hard worker and does her job very well.

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    1. never stay there, lousy shitty rooms, manager never called me back

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    2. Don't stay at the one in Lawrenceville New Jersey either on HWY 1.

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    3. I filled in the survey and within 5 minutes the local suite's manageress called me and started giving me hell about my complaint. So, enjoy ......

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  7. How can corporate management be allowed to hire their girlfriends. Personal favors and the girlfriend has no experience. This is unfair to those people that gave experience.

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  8. I stay at your hotels all the time and find them to be a step above the rest. With around 20 stays a year at your properties I have been quite satisfied until recently. I stayed at your property at 6th and Kipling in Lakewood, CO from Oct 10th thru the 16th and found the room to be dirty and decrepit and the staff to be less than friendly. I made my reservation online and the hotel refused to honor the online reservation rate I still had locked in on my IPhone. The lamp was broke in the living area and lighting was horrible. The room was not clean and comfortable as you advertise and this is not similiar to previous experiences I have had with your hotels over the years. Neither the toilet or shower worked in the first room I was assigned and I was advised that I never should have been rented that room as it was out of order due to plumbing issues. Are you kidding me?

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    Replies
    1. Thsi is true, it used to be great, now, its like living in lepor colony

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    2. Phony Management in all your locations, non professional Hotel Managers in this chain! Did they get Master Degrees to perform positions such Hotel Manager, District Manager, etc..??? There is no a professional vision of business, just a poor will to get things well done. It is justified to invest $450 millions at high risk ?? Managers with only A DOMESTIC VISION OF BUSINESS!...BE CAREFULL!!

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  9. After reading some of these comments the Crossland in Waukegan, IL, falls right into the picture.
    Repairs I do not think this word exists in their vocabulary. The management would rather increase my rate than fix the water leaking into the bathroom all night long.
    Constant police presence because we have had overdoses, (guest have died on this property), robberies such as assualt & battery on guests, shady characters, & working women if you know what I mean.
    Guest Service Representatives that do not know what to do, I mean really do not know what to do! Other GSR that talk about the customers, wow, what about privacy, better yet "The Creed" posted on the wall, who follows that?
    The rooms here are decreipt, bed bugs & beds that are older than dirt.
    Remember the "Bates Hotel" in my opinoin this is what this place reminds me of scary, getting there.

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  10. well...im obviously not the first one with a complain, but i guess im here to add on...
    im sorry in advance for the lengthly post, but if you are reading this and know of a corporate office i can contact please let me know. im not trying to get anything for free out of this, and im not complaining just for the sake of doing so. I simply am giving whoever is in charge (of the people in charge) the chance to reach out and actually do something for their business. entire families with small children live here, and though it is by choice (to an extent)...it is unsafe, unsanitary, and unacceptable.

    i am still currently staying in the location in stevensons ranch, and i am realizing more and mroe everyday that i need to find somewhere else to go. i hope not to shoot myself in the foot by complaining, but doing so face to face to the manager of the facility is extremely frustrating and almost makes the situation worse.

    i found a used condom AND used qtips in the room i recently moved into. im not one to normally complain, but i was so disgusted that they would allow something like this to happen...the manager practically implied that my boyfriend or i placed them there because he spoke with the cleaning lady who of course said it was "imacculate". the cleaning crew should most definitely be replaced.

    so i let that go, since i didnt seem to have any other choice. the manager also DENIED me a blanket, because according to him i hadnt brought him the last one when i most certainly had...its okay dude. i dont want another stained (and most likely unclean) blanket from you anyway.

    to top it all off, the ear-peircing FALSO fire alarms were finally starting to get on my nerves so when it went off last night i made my way to the front. i understand if there is a fire, the alarm is neccessary, but these have all been annoying and inconvenient false alarms. until last night that is.when i smelled something clearly burning and saw smoke forming in the hallway on my floor. i went to tell jacqui at the front desk but she was too busy trying to deal with angry guests, and no one seemed to be aware that the alarm was actually going off for a reason for once.
    i told them that just from what i had smelled, there had to be a fire. they gave off much more of a sense of annoyance and frustration than urgency and care over the matter. i practically forced them to open the door to check it out. come to found out, someone set fire to the room, and left. i didnt get to sleep untill 2:30am because of the alarms and the floors were still soaked from the ceiling sprinklers when i left for work this morning

    aside from the new girl they are training right now (who should RUN..AND RUN FAST), the entire staff SPECIFICALLY THE MANAGER (ANTHONY) AND HIS RUDE SIDEKICK (JAQUI) should be replaced immediately. i know about 6 people offhand who would agree with me on this. i think jacqui is on drugs and anthony has to be mentally disabled...both are unfit to work a job that involves ANY SORT of customer care whatsoever.

    i guess this is my motivation to find my next move..the time..the money..and the means to do so. but for now i guess i will just hope for the best for the rest of my stay.

    the worst of the worst motels in LA are better than this place...just throwing it out there...

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  11. I need to know who to contact about a hotel that treated me like a criminal! After multiple attempts to try to have staff explain my bill, they would not give me a set price on the room rate, they would not explain to me why they charged my credit card the amounts they took, & then to top it off. 8 days before my intended departure date, the desk clerk demanded more money from me & said I had 1 hour to vacate the premises. The police showed up at my door & threatened to arrest me if I didn't the clerk money right then. According to my quoted rate & the hotel receipts I have, I have over paid this hotel by at least $100! I, at the demand of the police had to give my last $200 to the desk clerk so I wasn't arrested, the cop wouldn't even look at the hotel receipts showing I owed no money. I was told to sleep in my car & leave the premises. I can not believe that happened to me last night. Please, can anyone direct me on what I can do about this. Please

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    1. WOW-- that is just horrible. That place needs to be shut down!!!

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    2. You were probably the subject of an extortion hoax, so go to the police station and lay a charge!

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    3. Call the local Television channel CNN/Fox news. Then call state health department.

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  12. This room was nasty and gross beyond my wildest imaginings...Beer SOAKED carpets still wet around the entire room. The sheets on the bed smelled clean yet the yellow stain was a gross factor as were the blood stains on the pillow case. I did enjoy the 2 mints on the bed though I was hesitant to touch anything in the room. Unbelieveable they are still in business

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  13. Wow, hard to believe these comments are about the same chain we have stayed in several times in the last year. Stayed in San Carlos and Palm Springs in October and Las Vegas and Reno in April. All 3 sites were recently redecorated and lovely. Very clean and comfortable. In all cases the staff went out of their way to make sure we were happy.

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  14. Look at this, I am sick and went to Memphis and stay at the Extended stay Deluxe on Horizon Lake drive. I book on their site in Nov. With the thk17 discount. 17 percent discount for membership. I stayed 65 days which was a month longer than I wanted but had no choice. When I checked out I am sappose to get my 17 percent back but Randy the General manager Refused to give it back. I should receive $416 back but not only did they not give it back today. They locked me out of my room unless I paid them another $85 and they owed me $416. He Refused to give it back even when I should him my reservation and agreement from their website. I don't know what to do. I am trying to call corporate and only getting messaging. Please help me as I am checking out tomorrow. If I don't get my money back they owe I cant buy my medicine now. HELP HELP T Sharp

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  15. What a place we stayed at in Elmsford, NY. We were dislocated from Sandy since the storm and needed a hotel that took dogs. When I made the reservations I was told it was a FEMA approved hotel. After I seen my weekly charge of $908 after the first week I was shocked. I was told that they would only charge me $60 a night. Managers said don't worry we'll get this taken care of. No they didn't and when I called the corporate office they said they would get back to me I'm still waiting after 2 months. While at the hotel someone had a small fire in their room that cause the sprinkler system to go off and it took the fire department 3 hours to get it off. We stayed outside in the cold and later were told to another hotel everything would be taken care of. It only got worst after that because now we were being charged by both hotels. After a number of unanswered calls to hotel and corporate no one has called me back. It's not over for these scumbags. Getting to the rooms...OMG what a hole in the wall....All I could think was how bad it must be for the poor people that live in the projects. The chain has huge problems and when I get done with them...I hope they get closed down.

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  16. I complained several times and left messages at cooperate and not open person called me back. Due to the GPS golf tour and a last obviousness trip all bittersweet booked up. I :ended up staying at the Crossroads in Tamarac / Ft Lauderdale, FL. What , a shock when I checked in at 11PM. The room was disgusting,dirty and the rug had blood or wine Hugh spots all over the carpet. The bed linen was stained and dirty and the bathroom was worse and the place smelled. The bed had garbage under the bed and in the bed frame including drugs (pills). I was very upset because management had . No other room for me and nothing when I was calling at 12midnight around to try a nd secure a new hotel for my self after flying 14 hours from the west coast. What made . It worse US the boomers in the place running around the place just about butt Naked. I am sure that the manager was getting a kick back from the John's because . I complained and he was not concerned. I left at 5AM THE NEXT DAY AND NEVER RETURNED. I ALSO TOOK A BUNCH OF PICTURES AND STILL HAVE THEM AND STILL CAN'T GET ANYONE FROM HEADQUARTERS TO CALL ME BACK EVEN AFTER REPEATED CALLS FOR OVER A YEAR. IT B2B IS A SHAME BECAUSE I AM FROM FLORIDA IT WAS A SHAME THAT THE PLACE WAS A DUMP INSIDE, THE YMCA IS! CLEANER.

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  17. THE ONLY THING THEY WOULD LISTEN TO IS A CLASS ACTION LAW SUIT FROM EVERYONE. ANYONE NO A LAWYER WHO WOULD BE WILLING TO HANDLE THIS. I HAVE PICTURES FROM MY DISGUSTING. ROOM. THEY NEED TO FIRE EVERYONE FROM COOPERATE AND INSPECT ALL OF THESE HOTELS ACROSS THE US.

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