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Extended Stay America complaints

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150 Valleywood Road
Springs, TX 77380-3542 | Get Directions

(281) 296-2799

https://www.extendedstayameric...

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Total Amount in Dispute:
$521.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Extended Stay America closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Extended Stay America

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9/26/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $521.00 Amount Settled: $0.00

Customer Complaint

8/22/2024

We have got a room for 7 days we never spend the night there .we want are money back or a better room they won't do it we just want are money back from them they are ripping people off Resolution Sought We got a 7 night stay at a hotel room .never stay a night there. We ask are money back .never even stay the night there. We ask for are money back or give us a better room .they refuse to do it .I feel we should get are money back from them .or they should of gives a better room the beds were small couldn't fit two people in . Now we are out of the money .we just be want are money back

Company Response

9/13/2024

Dear Debbie: We have been made aware of your recent communications to personnel of ESA Management, LLC regarding your stay at Extended Stay America – Houston - The Woodlands (the "Hotel"). However, please be advised that ESA Management, LLC does not own or control the Hotel. This Hotel is owned and operated by an independent franchisee. As such, we have forwarded your concerns to the Hotel's management company. If you have any additional questions or concerns regarding your stay at the Hotel, you may contact (J&P Asset Management) at ([email protected]).

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