2/10 Terrible
Clarissa
Travelled with partner
5 May 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Unfortunately, I will never stay at an Extended Stay America again due to very poor customer service. We booked through a third party, which is relevant later. We arrive from a cross country flight at 12:00 AM, and multiple unanswered calls to management from the service desk and probably 30 minutes later, the grumpy service desk employee tells me I can't check in because their Internet is down so they can't process my card. We had to go to 4 other hotels before anyone had availability and I paid an additional $120 to stay at a different hotel at 2:00 AM (2 hours after trying to check in at my scheduled hotel). When we phoned management and asked if they could take an ID, a photo copy of the ID and debit/credit card, or literally anything we own to be held at the desk so we could stay in the hotel and pay when internet was back up, the manager told us no and didn't offer even an apology or a discount on our stay a few days away (due to the extra $ we paid to the first hotel since Extended Stay America's Internet was the reason we had to change hotels), and the reasoning was because we booked through a third party.
Honestly some of the worst customer service I have ever experienced. Not to mention, 2 of the 4 desk employees to assist us had an awful attitude to start, before we even had any issues!
The room itself was fine, nothing spectacular.
Clarissa
Stayed 1 night in Apr 2025