Extended Stay America Suites- San Jose
🏨 Hotels & Travel · 2 locations
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Poor facility maintenance, inadequate amenities, and unreliable internet service.
Business reply on Google
We regret the concerns you encountered regarding the condition of the stairway, room maintenance, and breakfast offerings. We also understand your disappointment regarding the overall value of your stay. Providing comfortable accommodations and a positive guest experience is extremely important to us, and we apologize for falling short during your visit. Your comments have been shared with our management team for review and improvement. We appreciate your honest feedback and thank you for bringing these matters to our attention. We hope to have the opportunity to provide a better experience in the future. Sincerely, Hotel Management
Multiple room amenities and appliances are broken or non-functional.
Business reply on Google
Dear Guest, We sincerely apologize for the maintenance and room condition issues you experienced during your visit. Providing safe, comfortable, and fully functional accommodations is extremely important to us, and we regret the concerns you encountered with the refrigerator and kitchen amenities. We understand how frustrating this must have been and are disappointed that we did not meet your expectations. Please know that your comments have been shared with our maintenance and management teams. We truly value your feedback and appreciate you bringing these matters to our attention. We hope to have the opportunity to better serve you in the future. Sincerely, Hotel Management
Staff member discriminated against, assaulted, and damaged property of disabled guest.
The hotel room had unpleasant odors and poor quality linens.
Business reply on Google
Dear Diane, We sincerely apologize that your stay did not meet your expectations. Providing a clean, comfortable, and well-maintained environment for our guests is very important to us, and we regret to hear about the unpleasant smell, concerns with the bed linen, and the overall condition you experienced. Your comments are extremely valuable and will be shared with our housekeeping and maintenance teams. We truly appreciate you bringing this to our attention and your feedback helps us improve. We look forward to welcoming you back for a better experience in the future. Sincerely, Hotel Management
Room was not ready, smelled bad, and was dirty.
Business reply on Google
Dear Erika, Thank you for sharing your experience. We sincerely regret that your arrival and overall stay did not meet expectations. We understand how frustrating it can be when accommodations are not prepared on time and do not provide a comfortable environment. Your feedback regarding the condition of the room and morning offerings is important and will be shared with our team to ensure improvements are made. We apologize for the inconvenience you encountered and appreciate you bringing this to our attention. We hope you might consider giving us another opportunity in the future to provide a more positive and comfortable experience. Sincerely, Hotel Management
The hotel has cockroach infestations and a broken elevator.
Business reply on Google
Dear Amanda, We are very sorry to hear about the issues you described, including the pest concern and elevator outage. Please know that cleanliness, safety, and proper maintenance are top priorities for us, and we take such matters extremely seriously. Your comments will be shared with our maintenance team. We value your feedback and hope you will allow us the opportunity to welcome you back for a significantly improved stay. Sincerely, Hotel Management
Elevator failure, poor room hygiene, and noise disturbances during the stay.
Business reply on Google
Dear Denice, It is very concerning to learn that your visit was marred by so many frustrations, from the elevator being unavailable to the condition of the room. That is not the standard we aim to provide. Cleanliness and a peaceful environment are essential, and it is clear we did not deliver on either during your stay. Please know your feedback is taken seriously and shared with the appropriate teams so necessary improvements can be made. Every guest deserves to feel confident in their booking and comfortable throughout the night. We regret that this was not your experience and appreciate you bringing these matters to our attention. Sincerely, Hotel Management
Presence of bed bugs and poor customer service response
Business reply on Google
Dear Brooke, Thank you for sharing such a detailed account of your experience, and we are deeply sorry for the distress and frustration this situation caused. We sincerely apologize for the discomfort you encountered in your room and for the way your concerns were handled at the front desk. The experience you described does not reflect the level of professionalism, care, and respect we expect from our team. Your feedback has been shared with leadership to help ensure greater attention to room condition and that our guests are treated with empathy and attentiveness in all situations. We understand how upsetting this must have been and appreciate your patience as we resolve the matter. We hope you will allow us another opportunity to provide you with a much-improved stay. Sincerely, Hotel Management
Non-guests are accessing hotel amenities and causing long wait times.
front desk requires in-person renewal despite third-party payment
Business reply on Google
Dear Melanie, We’re sorry for the frustration this caused during your time with us. We understand how inconvenient repeated calls can feel when your reservation has already been prepaid through a third-party platform. We regret that this disrupted your visit, and your feedback has been shared with the team to help improve communication and consistency moving forward. Please know that for future visits, our front desk is available around the clock to help make you as comfortable as possible and address concerns like this. We appreciate you bringing this to our attention and hope to have the opportunity to provide a smoother and more seamless stay. Sincerely, Hotel Management
The hotel rooms were dirty and staff service was poor.
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback. We regret that your arrival experience and the overall condition of the accommodations did not meet expectations, and we understand how discouraging it can feel when assistance is not promptly provided. The care and presentation of our rooms are important to the experience we strive to offer, and we are sorry for the inconvenience you encountered. Your comments have been shared with the appropriate teams for thoughtful review, as guest feedback plays an important role in evaluating both room readiness and service interactions. On a positive note, we appreciate you recognizing the professionalism and helpful attitude of one team member, and we are glad that the interaction left a favorable impression. We hope you will consider giving us another opportunity in the future to provide a stay that better reflects our standards. Sincerely, Hotel Management
The hotel rooms and hallways were dirty and poorly maintained.
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback with us. We would like to extend our sincere apologies for the cleanliness concerns you outlined. Our goal is to ensure a welcoming accommodation for all of our guests, and we regret falling short in your case. Please know that we are fully committed to ensuring that such issues do not recur in the future. Thank you once again for bringing this to our attention. We hope to have the opportunity to welcome you back and provide you with an exceptional stay that truly reflects the quality of service and accommodations we always strive to deliver. Sincerely, Hotel Management
Hotel room was unsanitary with blood stains and broken facilities.
Business reply on Google
Dear Marisa, We sincerely regret that your stay did not meet the level of comfort and care guests should expect, and we understand how unsettling the circumstances you described must have been. The experience you outlined is not representative of what we strive to provide, and your perspective is being carefully considered as we continue focusing on the overall guest experience. Please accept our apologies for the inconvenience this caused. We appreciate you bringing these concerns to our attention and hope to have the opportunity to restore your confidence with a more positive and comfortable visit in the future. Sincerely, Hotel Management
The hotel has poor cleanliness, broken elevators, and safety concerns.
Business reply on Google
Dear Ron, Thank you for taking the time to share your experience. While we are glad to hear the linens and bathroom met cleanliness standards, we sincerely apologize for the many issues you encountered during your stay. We regret that they impacted your comfort and impression of our property. We also understand how unsettling it must have been to see police and emergency services on-site during your visit. Your feedback is invaluable, and we will be reviewing these matters with our team to ensure corrective action is taken. We regret that we fell short of your expectations and hope we can earn back your trust in the future. Sincerely, Hotel Management
The hotel is dirty, staff are rude, and amenities are broken.
Business reply on Google
Dear Steven, Thank you for taking the time to share your experience with us. We are very sorry to hear that your stay did not meet your expectations. The conditions and interactions you described fall far from the experience we aim to provide. We appreciate you bringing this to our attention, and we will share your feedback with our team to help improve future stays. We hope you will consider giving us another opportunity to provide a more comfortable experience. Sincerely, Hotel Management
Hotel refused check-in without physical ID and provided dirty linens.
Business reply on Google
Dear Syreeta, We are genuinely sorry for the challenging experience you and your daughter had during your late-night check-in. We understand how stressful it must have been to deal with issues related to your reservation and ID, and we apologize that our team did not manage the situation with more understanding. While ID verification is an important part of maintaining guest safety, we regret that it was not explained or handled in a more considerate manner. It is also disappointing to learn about the condition of the room and the cleanliness concerns you shared. Your comfort and well-being should always be our priority, and we are sorry this was not reflected during your stay. Thank you for bringing these points to our attention, and we regret the inconvenience and frustration caused. We hope you will consider giving us another opportunity to offer you the care and hospitality you deserve. Sincerely, Hotel Management
Facility has mold, security issues, and unprofessional management staff.
Business reply on Google
Dear Guest, We are sorry for any inconvenience you may have experienced. Our goal is to ensure every guest enjoys a comfortable and pleasant stay. As we were unable to locate a reservation under your name, please reach out to us directly at the hotel so our team can review the details and assist you further. We appreciate your understanding and look forward to hearing from you. Sincerely, Hotel Management
The hotel rooms and hallways are unsanitary with blood on sheets.
Business reply on Google
Dear Jared, Thank you for taking the time to share your feedback with us. We would like to extend our sincere apologies for the oversights by our housekeeping staff during your stay. This incident does not align with the high standards we set for ourselves, and we are genuinely disappointed that this was your experience. Please know that we are fully committed to ensuring that such oversights do not recur in the future, and we deeply appreciate your patience and understanding during your time with us. Thank you once again for bringing this to our attention. We hope to have the opportunity to welcome you back and provide you with an exceptional stay that truly reflects the quality of service we always strive to deliver. Sincerely, Hotel Management
The hotel room bathroom ceiling was covered in black mold.
room had mold, leaks, odors, and insect infestation
Business reply on Google
Dear fronky81, Thank you for staying with us and sharing your concerns. Please accept our apologies for not meeting your expectations during your visit. We want to reassure you that we do everything possible to discourage the entrance of outside insects. Our pest control provider services our hotel on a routine basis. However, we will address this with them to guarantee any future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Our housekeeping team is also reviewing your room. Thank you again; we hope you will give us a second chance to deliver the outstanding experience you should always expect from us. Sincerely, Hotel Management