Extended Stay America is a hotel brand focused on longer hotel stays, weekly rates, monthly rates, in-room kitchens, laundry facilities, and extended-stay lodging for business travelers, relocating families, workers, students, and guests who need temporary housing.
Guests often search for the Extended Stay America corporate office when they need help with a hotel complaint, refund request, reservation issue, billing dispute, cancellation problem, deposit, overcharge, room condition, safety concern, lost item, pet policy, housekeeping concern, Wi-Fi issue, or an unresolved issue with a local hotel.
How to Contact Extended Stay America Corporate Office
Extended Stay America contact records show more than one corporate address connected to the company. Newer official privacy and franchise materials list the Ballantyne Corporate Place address in Charlotte. Older ESA Management legal materials also list the North Community House Road address. Guests should use the instructions provided by Extended Stay America, Guest Relations, the hotel, or the official contact form when submitting account-specific requests.
Extended Stay America / ESH Strategies Franchise LLC13024 Ballantyne Corporate Place, Suite 1000
Charlotte, NC 28277
USA ESA Management LLC
11525 N. Community House Road, Suite 100
Charlotte, NC 28277
USA
- Extended Stay America main corporate phone: 1-980-345-1600
- Guest Services / Guest Relations: 1-877-651-2124
- Reservations: 1-800-804-3724
- Franchise development: 1-844-542-4148
- Official website: ExtendedStayAmerica.com
- Contact form: Contact Extended Stay America
- Reservations and booking: Book an Extended Stay America Hotel
- Modify or cancel a reservation: Modify a Reservation
- Frequently asked questions: Extended Stay America FAQs
- Media inquiries: me**********@**********ay.com
- Franchise opportunities: Extended Stay America Franchise Information
- Careers: Extended Stay America Careers
The old page listed 1-864-573-1695 as a fax number. Because that number is not a primary guest-support phone number, it should not be treated as the best way to contact Extended Stay America about a hotel complaint, reservation, refund, billing dispute, or corporate-office matter.
For the fastest response, start with the local hotel for property-specific problems. Use the official contact form or Guest Relations when the hotel cannot resolve the issue.
Extended Stay America Contact Form and Issue Categories
Extended Stay America’s official contact form routes guest concerns by hotel property and topic. The form asks for guest contact information, hotel location, the type of issue, and a written explanation.
The contact form may be used for issues involving:
- Complaints
- Positive feedback
- Suggestions
- Website or app feedback
- Rates and reservations
- Receipt requests for completed stays
- Billing accuracy
- Broken items or repairs
- Cleanliness
- Housekeeping
- Front desk or management issues
- Noise
- Odor
- Pet concerns
- Policy questions
- Rate increases
- Room not as booked
- Security or safety concerns
- Staff attitude
- Theft
- Wi-Fi
- Bed bugs or pest concerns
When submitting the form, choose the hotel property involved and include enough detail for the company to route the complaint to the correct department or property-management team.
What to Have Before Contacting Extended Stay America
Hotel complaints are easier to review when the guest provides a clear timeline and documentation.
- Hotel name and full address
- Confirmation number
- Guest name on the reservation
- Check-in and check-out dates
- Room number, if relevant
- Receipt or folio
- Payment method used, without publishing full card details
- Photos or video of room conditions, safety issues, charges, or damages
- Names or positions of hotel employees contacted
- Dates and times of calls, front-desk visits, or messages
- Copies of booking confirmations, cancellation emails, or third-party reservation records
- The specific resolution requested, such as refund review, charge correction, room change, deposit release, manager callback, or written explanation
Do not publish credit-card numbers, confirmation codes, driver’s-license information, room numbers during an active stay, home addresses, employee personal information, or other private details in a public review.
Extended Stay America Reservation and Cancellation Issues
Reservation issues may involve direct bookings, third-party booking sites, nonrefundable rates, early checkouts, no-show fees, incorrect dates, wrong room types, pet rooms, accessibility requests, or a room that was not available as expected.
Before canceling or changing a reservation, review the rate rules and hotel-specific policies shown at the time of booking.
Extended Stay America’s FAQ explains that cancellation policies can vary by rate and hotel. Some advance purchase or extended-stay program reservations may be non-cancellable after a limited window. Other reservations may allow cancellation before the hotel’s deadline, but a late cancellation or no-show may result in a charge.
When disputing a reservation or cancellation charge:
- Save the original booking confirmation.
- Identify whether the booking was made directly or through a third-party site.
- Review the cancellation terms shown at the time of booking.
- Contact the hotel if the policy says the property must process the cancellation.
- Contact Guest Relations or use the contact form if the hotel cannot resolve the matter.
- Ask for written confirmation of any refund, credit, cancellation, or rate correction.
- Check the final card statement to confirm the adjustment actually posted.
If the reservation was made through a third-party site, that company may control part of the refund or cancellation process. Keep the third-party booking number as well as the hotel confirmation number.
Extended Stay America Billing, Deposit and Overcharge Complaints
Billing complaints may involve duplicate charges, deposits, incidental authorizations, cash refunds, early checkout, taxes, smoking fees, pet fees, no-show fees, damages, or third-party booking charges.
Extended Stay America’s FAQ states that some guests may be required to provide a deposit of up to $250 for incidental charges. Unused card authorizations may be released after checkout depending on the financial institution, while certain cash refunds may be mailed by check.
When disputing a charge:
- Request a complete folio or receipt from the hotel.
- Compare the hotel folio with the credit-card or bank statement.
- Identify whether the amount is pending or fully posted.
- Ask whether the amount is a deposit, authorization hold, room charge, damage fee, smoking fee, tax, pet fee, or cancellation charge.
- Keep photos, check-out records, emails, and names of employees who provided instructions.
- Ask the hotel manager to review the charge.
- Use the official contact form or Guest Relations if the property does not respond.
- Request written confirmation of any refund or correction.
Do not assume a promised credit or refund is complete until it appears on the card statement or bank account.
Room Condition, Cleanliness and Safety Complaints
Guests may contact Extended Stay America about room condition, cleanliness, smoke odor, pest concerns, broken items, noise, damaged furnishings, security concerns, missing amenities, or a room that did not match the booking description.
When a room problem is discovered:
- Notify the front desk promptly.
- Take photos or video before moving items or accepting a new room.
- Ask whether another room is available.
- Ask the front desk to document the complaint.
- Request the manager’s name and expected follow-up time.
- Keep copies of any text messages, app messages, receipts, or email responses.
- Use the contact form if the property does not correct the issue.
For immediate danger, security concerns, fire, medical emergencies, threats, or suspected criminal activity, contact emergency services or local authorities rather than waiting for a corporate response.
Smoking, Odor and Damage Fee Disputes
Some Extended Stay America complaints involve smoke odor, smoking fees, damage charges, or disputes over whether the guest caused a room condition.
If a hotel assigns a room that smells like smoke, marijuana, pets, mildew, or chemicals, report it before using the room when possible. Ask the front desk to inspect or document the condition.
If a smoking or damage fee is charged after checkout:
- Request the written reason for the charge.
- Ask for the hotel’s inspection notes or manager explanation.
- Provide photos, video, timestamps, and any earlier report made to the front desk.
- Ask whether the charge was reviewed by property management.
- Use Guest Relations or the contact form if the hotel will not review the dispute.
- Keep all card statements and folios connected to the dispute.
Public reviews should avoid publishing full payment-card details or room numbers tied to a current or recent stay.
Housekeeping, Laundry and Long-Stay Concerns
Extended Stay America properties are designed for longer stays, so housekeeping and amenity policies can differ from traditional full-service hotels.
Guests may have concerns involving:
- Housekeeping schedule
- Fresh towels and linens
- Trash removal
- Room maintenance
- Kitchen equipment
- Laundry facilities
- Wi-Fi or enhanced Wi-Fi
- Phone or voicemail issues
- Safe deposit boxes
- Noise during long stays
- Room changes during extended stays
Ask the front desk to explain the housekeeping schedule for the length of stay. If a service or amenity listed for the property is unavailable, ask the hotel to document the issue and provide the expected correction timeline.
Pet Policy and Service Animal Issues
Extended Stay America allows pets at many locations, subject to policy terms, fees, size limits, and hotel-specific procedures. Service animals are handled differently from pets.
Pet and service-animal complaints may involve:
- Unexpected pet fees
- Confusion about size limits
- Room availability for pet stays
- Damage or cleaning charges
- Odor or noise complaints involving pets
- Service-animal misunderstandings
- Different answers from reservations and the local hotel
Guests traveling with pets should confirm the property’s current policy before arrival. Ask the hotel directly if the stay involves multiple pets, larger animals, long-term stays, or a service animal accommodation.
Lost Items and Receipts After Checkout
Guests who leave an item behind should contact the hotel front desk directly. The property is usually responsible for checking lost-and-found records and providing retrieval instructions.
For a lost item:
- Call the hotel as soon as possible.
- Provide the stay dates, room number, and a detailed description.
- Ask whether the item was found and who logged it.
- Confirm whether shipping is available and who pays shipping costs.
- Ask for written confirmation if the item is valuable.
For a receipt or folio request, use the official contact form category for a completed stay receipt or contact the property where the stay occurred.
Accessibility and Special Accommodation Requests
Guests who need accessibility assistance, accessible rooms, service-animal clarification, hearing or mobility accommodations, or other disability-related support should contact the hotel directly before arrival and may also call reservations at 1-800-804-3724.
When requesting an accommodation:
- Confirm the exact hotel location.
- Ask what accessible room type is available.
- Request written confirmation of the accommodation.
- Confirm whether the request is guaranteed or subject to availability.
- Record the name of the person who confirmed the request.
- Call again before arrival if the accommodation is essential.
If the room provided does not match the confirmed accessibility request, contact the front desk immediately and document the issue.
Extended Stay America Franchise, Corporate Housing and Business Travel
Extended Stay America operates and franchises hotels under brand names including Extended Stay America Suites, Extended Stay America Premier Suites, and Extended Stay America Select Suites.
Business and corporate housing questions may involve:
- Extended-stay project lodging
- Workforce housing
- Insurance displacement stays
- Relocation stays
- Corporate accounts
- Apartment referral programs
- Groups and meetings
- Franchise development
- Developer inquiries
Guests with a company-paid stay should confirm whether the reservation was booked through an employer, travel-management company, relocation company, insurance carrier, government agency, or direct corporate account. That organization may control part of the billing, cancellation, and extension process.
How to Escalate an Extended Stay America Complaint
- Start with the hotel. Ask for the front desk manager or general manager at the property where the issue occurred.
- Document the issue immediately. Save photos, video, receipts, folios, booking confirmations, cancellation terms, and employee names.
- State the requested resolution. Examples may include room change, refund review, deposit release, fee reversal, maintenance repair, manager callback, or written explanation.
- Use the official contact form. Select the hotel property and the closest issue category.
- Call Guest Relations. Contact 1-877-651-2124 for guest-service escalation.
- Contact corporate for significant unresolved matters. Use the Charlotte corporate address when formal written correspondence is appropriate.
- Use outside agencies when needed. Health, safety, consumer-protection, lodging, or payment-card concerns may require local authorities, the state attorney general, a hotel regulator, or the card issuer.
What to Include in a Written Complaint
- Hotel name and address
- Check-in and check-out dates
- Confirmation number
- Folio or receipt
- Names or titles of employees contacted
- A brief timeline of the problem
- Photos or documentation
- The dollar amount disputed, if any
- The exact resolution requested
- A request for written follow-up
For issues involving safety, harassment, threats, illegal activity, or medical emergencies, contact the appropriate authorities immediately.
Extended Stay America Reviews and Complaints
Recent reviews submitted to CorporateOfficeHeadquarters.com describe several recurring concerns involving specific Extended Stay America locations.
Current review themes include:
- Property condition complaints: Guests described rooms or lobbies as dirty, dated, poorly maintained, or not matching website photos.
- Safety concerns: One reviewer said they did not feel safe or comfortable staying at a particular property and objected to how management handled the complaint.
- Smoke odor in nonsmoking rooms: A guest reported being assigned a room that smelled strongly of smoke and said the hotel could not move them.
- Housekeeping and amenity complaints: Reviews mention dirty sinks, missing pillows, thin blankets, phone issues, limited breakfast items, and maintenance concerns.
- Overcharge and damage-fee disputes: One guest described a $500 charge connected to a smoke detector issue and said management did not provide satisfactory follow-up.
- Cancellation policy complaints: A reviewer objected to losing a large amount after canceling a nonrefundable or restricted reservation.
- Noise complaints: A long-stay guest described repeated noise concerns and said the front desk did not resolve the issue.
- Management follow-up problems: Several reviews mention promised callbacks, delayed responses, or difficulty getting a manager or district manager involved.
These reviews represent individual guest experiences and may not reflect every Extended Stay America property. Outcomes can vary by hotel, ownership or management structure, rate type, booking channel, local staff, documentation, and whether the complaint was submitted through the official contact process.
Guests leaving new reviews should identify the hotel location, approximate stay dates, booking method, issue type, who they contacted, and whether the concern was resolved.
About Extended Stay America
Extended Stay America is a lodging brand family focused on guests who need hotel accommodations for several nights, weeks, or longer. The company describes itself as a leading extended-stay hotel brand in the United States with hundreds of locations.
Extended Stay America brands include:
- Extended Stay America Suites
- Extended Stay America Premier Suites
- Extended Stay America Select Suites
Properties commonly offer features such as:
- Suites with kitchens
- Full-size refrigerators at many properties
- Stovetops or kitchen appliances
- Free Wi-Fi
- On-site guest laundry
- Pet-friendly rooms at many locations
- Weekly and monthly rates
- Grab-and-go breakfast at selected properties
- Extended-stay business travel options
- Temporary housing options
Hotel amenities, policies, room layouts, rates, deposits, housekeeping schedules, and breakfast offerings may vary by location and brand.
Extended Stay America Competitors
Extended Stay America competes with hotels, extended-stay lodging brands, suite hotels, economy lodging chains, corporate housing providers, and short-term furnished rental options.
Major competitors include:
- Holiday Inn Express corporate office and complaints
- Staybridge Suites corporate office and complaints
- Homewood Suites corporate office and complaints
- Residence Inn corporate office and complaints
Other competitors include Comfort Inn, Hilton, Marriott, Hyatt, Wyndham, La Quinta, Best Western, Ramada, Embassy Suites, Red Roof Inn, Super 8, Clarion, WoodSpring Suites, MainStay Suites, Sonesta ES Suites, and local extended-stay hotels.
Guests may compare extended-stay hotels based on room condition, kitchen amenities, weekly rates, deposit rules, pet policies, housekeeping frequency, safety, Wi-Fi, parking, cancellation terms, and how complaints are handled.
Related Extended Stay America and Consumer Help Resources
- Official Extended Stay America contact form
- Modify or cancel an Extended Stay America reservation
- Extended Stay America FAQs
- Book Extended Stay America directly
- Extended Stay America franchise opportunities
- Holiday Inn Express corporate office
- Staybridge Suites corporate office
- Homewood Suites corporate office
- Residence Inn corporate office
- Research unfamiliar hotel or travel charges on ChargeOnMyCard.com
- Check suspicious hotel booking texts, travel offers, and refund scams on ThinkItsAScam.com
- Read or leave broader hotel reviews on ZeroStars.org
- Find additional support resources on CSNDB.com
Frequently Asked Questions About Extended Stay America
Where is the Extended Stay America corporate office?
Newer official privacy and franchise materials list Extended Stay America-related corporate offices at 13024 Ballantyne Corporate Place, Suite 1000, Charlotte, North Carolina 28277. Older ESA Management materials also list 11525 N. Community House Road, Suite 100, Charlotte, North Carolina 28277.
What is the Extended Stay America corporate phone number?
The main corporate phone number commonly listed for Extended Stay America is 1-980-345-1600.
What is the Extended Stay America Guest Relations phone number?
Guest Services / Guest Relations can be reached at 1-877-651-2124.
What is the Extended Stay America reservations number?
Reservations can be reached at 1-800-804-3724.
How do I complain about an Extended Stay America hotel?
Start with the hotel manager, document the problem, and then use the official Extended Stay America contact form or Guest Relations if the property does not resolve the issue.
How do I dispute an Extended Stay America charge?
Request the hotel folio, compare it with your card statement, ask the property to explain the charge, and submit the dispute through Guest Relations or the official contact form if needed.
How do I cancel an Extended Stay America reservation?
Use the online modify-reservation page, call reservations, or contact the hotel directly. Cancellation rules vary by rate type, hotel, and booking method.
Does Extended Stay America allow pets?
Many locations allow pets, subject to fees and policy limits. Contact the specific hotel before arrival to confirm current pet rules.
Who owns Extended Stay America?
Extended Stay America is privately owned and operates through related hotel, management, and franchise entities. Guests should use the official contact form, Guest Relations, or the hotel property for stay-related issues.
Why Trust CorporateOfficeHeadquarters.com?
CorporateOfficeHeadquarters.com has helped consumers locate corporate addresses, headquarters phone numbers, company information, complaint resources, and customer reviews since 2004.
Contact information is reviewed against official company pages, privacy notices, franchise materials, business records, and other reliable sources when available.
The review section below allows guests to describe which Extended Stay America hotel they visited, what happened, who they contacted, and whether the issue was resolved.
Disclaimer
CorporateOfficeHeadquarters.com is not affiliated with Extended Stay America, ESA Management LLC, ESH Strategies Franchise LLC, Extended Stay America Suites, Extended Stay America Premier Suites, Extended Stay America Select Suites, any hotel property, franchisee, reservation provider, payment processor, or travel-booking partner.
This page is provided for informational purposes and as an independent platform for customer reviews, complaints, ratings, and feedback.
CorporateOfficeHeadquarters.com cannot access hotel reservations, cancel bookings, issue refunds, release deposits, reverse charges, change room assignments, investigate property conditions, process lost-and-found claims, or resolve Guest Relations complaints.
Contact Extended Stay America, the hotel property, Guest Relations, or the booking provider directly for stay-specific assistance.
Share Your Extended Stay America Experience
Have you contacted Extended Stay America about a reservation, refund, deposit, overcharge, cancellation, room condition, housekeeping, pet policy, safety issue, lost item, Wi-Fi problem, hotel staff concern, or unresolved complaint?
Share your experience below. Include the hotel location, approximate stay dates, booking method, issue type, who you contacted, and whether the problem was resolved.
Do not include credit-card numbers, confirmation codes, room numbers during an active stay, driver’s-license information, home addresses, telephone numbers, employee personal information, or other private details.