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Frequently Asked Questions
You've got questions? We've got answers!
At Extended Stay America, we’re dedicated to providing the best lodging experience for all our customers whether you’re just here for the night or are taking advantage of our fantastic weekly and monthly rate hotels.
Whether you want to learn more about the booking process, the amenities we provide, our Extended Perks program, or anything else regarding your stay, we’re here to answer your questions. Below are some of our frequently asked questions. If you don’t find what you’re looking for on our hotel FAQ page, feel free to email us and we’ll get back to you shortly.
Booking Your Trip
How many days do I need to stay to get a weekly rate?
We’re top in the country for weekly rate hotels, and offer special rates for stays between 7-14 nights, 15-29 nights, and 30 + nights. The special Extended Stay America weekly or monthly rates automatically appear in the results when your search is for a stay of one week or more.
How can I receive mail/packages?
Our hotels allow packages to be delivered to guest who have an existing reservation or are currently residing with us. Packages can be retrieved at the Front Desk with proper identification.
How many people can a room accommodate?
Our special suites can accommodate a maximum of two or four people per room, depending on the room type. When you select the number of people in your party when you book your room, we display only those rooms that can accommodate you.
Is there an additional charge for more than one guest?
While children under 17 always stay free with an adult in the same room, there is an "Extra Person Charge" for an additional adult of $5.00 nightly. This charge automatically shows up when you search for a room and enter more than one adult in the dropdown box.
How old do I have to be to book a room at Extended Stay America?
Extended Stay America follows each state’s mandated Age of Majority which may vary. Please call your preferred hotel to confirm.
Specials, Promotions, and Discounts
I have a promotional code. How do I redeem it?
In the Find a Hotel form located on any page there is a drop that reads “Best Rate Available.” When you click that drop down menu, select promotional code within special rates box will appear where you can enter the code.
Do you offer any government, military, senior citizen, or auto club rates?
We do offer hotel rates for government, military, seniors (age 55+) and auto club members. When you book a room online, select the appropriate type from the dropdown box titled Choose Rate and the rate will adjust.
During Your Stay
Do your hotels provide an iron and ironing board?
Every Extended Stay America hotel room includes a full size iron and ironing board.
Do your locations offer swimming pools?
Many of our Extended Stay America properties offer swimming pools and/or hot tubs; check directly with the hotel.
Do you have smoke-free rooms?
Yes, all of our locations offer smoke-free rooms. Although we will do our best to accommodate your request, we cannot guarantee smoking preference at this time.
What time is check in/check out?
For official check-in/check-out times, see the "services and policies" under each listing. Additional fees may apply for early check-in or late check-out.
Do your properties offer fax or mail service?
Our front desk can assist you with mail delivery, fax service and copy service should you need it.
Do you offer wireless internet access?
Yes, all our hotels have free wi-fi in every suite. Contact the hotel's front desk for access code. Enhanced wi-fi can be purchased at all our hotels.
What is your pet policy?
A maximum of two pets are allowed in each suite. Pet fees vary by location to cover the cost of cleaning and guest room fumigation. Service animals will be exempt from this charge. Height and length restrictions apply: pets can be no longer than 36 inches and no taller than 36 inches. More than two pets or those animals outside of the size requirements will need property manager’s approval. Please contact the property for questions. Visit our pet-friendly page for more information.
What is your cancellation policy?
Reservations must be cancelled by 6 p.m. local hotel time on the day of arrival, or the first night's stay (at quoted rate plus tax) will be charged as a No Show Fee to the credit card holding the reservation. Advanced Purchase (AP) reservations: Guests who cancel more than 24 hours after their original time of booking, or fail to show, will forfeit their nonrefundable advance prepayment equal to the total cost of the reservation (including tax). Extended Plus Program (EPP) reservations: Guests who cancel more than 24 hours after their original time of booking, or fail to show, will forfeit their nonrefundable deposit equal to 3 nights’ room and tax. Similar rules may apply to certain other special rates. Reservations are based on availability.
To cancel a reservation, please click here. To cancel an AP or EPP reservation, please call the hotel.
Do you provide shuttle service to and from the airport?
Select Extended Stay America locations offer shuttle service.
What amenities can I expect?
At Extended Stay America, our hotels provide a variety of amenities depending on the location. To verify the amenities of a hotel, simply visit the main page of your desired location and click the “hotel amenities” tab or please feel free to call the hotel directly.
What are your laundry facilities like?
All Extended Stay America hotels have on-site laundry rooms with coin-operated washers and dryers available 24 hours a day, so you can do your laundry whenever it’s convenient.
Do your properties offer safe deposit boxes?
Yes, we offer safe deposit boxes at all locations. Ask at the front desk if you would like one.
What TV channels do you offer?
Our newly renovated suites in all Extended Stay America hotels offer flat-screen TVs with premium channels: Showtime, Showtime 2, CNN, CNN Headline News, Fox News, TNT, WTBS, Discovery, Cartoon Network, USA, Oxygen, ESPN, ESPN 2, ESPN News, ESPN Classic, and The Weather Channel, as well as locally broadcast network affiliates including ABC, CBS, FOX, NBC, and PBS. Channel offerings may vary by property.
Do your locations offer an exercise facility?
Many of our Extended Stay America hotels offer on-site exercise rooms or access to exercise facilities nearby. To see if a hotel partners with a gym in the area, please contact the hotel directly.
What is your housekeeping policy?
Our promise is to provide you with a fresh, clean room. We also take our commitment to the environment very seriously and strive to freshen up without wasting our natural resources unnecessarily. Towards this common goal, housekeeping services* are scheduled based on the number of nights you will be staying with us.
Full Service** (provided bi-weekly): Dusting, vacuuming, changing linens and towels, emptying trash, cleaning of bathroom and kitchen, and replenishing soap and toilet paper if needed. Full Service housekeeping can be purchased at $10 per service.
Refresh Service** (optional): Replacing soiled towels, emptying trash, replenishing soap and toilet paper if needed, and making bed with existing linens. Refresh Service can be purchased at $5 per service.
*Please note: Services may be limited due to COVID-19 restrictions.
**Dishes are not washed during either service.
What is your payment/deposit policy?
At check-in, guests paying the nightly rate will be charged for their entire stay. Guests paying the weekly or monthly rate will be charged for the first week of their stay upon check-in, except in some cases indicated by Extended Stay America to the reservation holder prior to check-in. Reservations made with advanced purchase rates are non-cancellable and non-modifiable and must be booked within a minimum seven days prior to check-in. Your rate is based on your length of stay. If you have a confirmed weekly or monthly rate, in order to receive that rate you must stay the minimum number of nights. Should you check out early, your rate is subject to change. Reservations are based on availability.
For guests opting to pay for their rooms in cash, a $100 cash deposit is required per room, per stay. This deposit will be used to guarantee incidental charges that may be incurred during your stay, if any, as well as damages to the guest room. Payment of the deposit can only be made by cash. Upon check-out, the room deposit will first apply to outstanding incidental charges, and all or a portion may be retained to cover damages to the room during your stay. At check-out, after satisfactory inspection, the room deposit will be refunded. Refunds over $100.00 will be mailed by check within 14 days of departure. A receipt will be provided at check-in verifying receipt of the room deposit, and again at check-out verifying the final balance returned.
Do you offer voice mail capabilities?
Our guests have access to local calls and voice mail. You can retrieve your voice mail from your room or by remote access. Please be sure to check with the front desk for your voice mail extension and applicable fees.
Miscellaneous
I recently stayed at one of your hotels and left some of my belongings. Do you have a Lost and Found?
We’re sorry to hear you’ve left some items behind. Please contact the front desk of the hotel to verify if your items have been found. If your items were found, management will give you proper instructions on how you can retrieve them. Please note that guests are responsible for method of delivery.
I am a third party that would like to book a room for a family member. Can I do that?
Of course! Simply complete our secured Third Party Authorization Form prior to your parties’ arrival. It will be received directly the hotel.
How do I qualify for a Tax Refund?
Tax exemption is processed as an automated credit for our guests. The day that the tax refund is processed depends on the state in which you are staying and is only applicable for consecutive stays. Please check with the hotel directly for more detailed information.
I would like to request a donation from Extended Stay America for my charity. How do I go about doing so?
We appreciate you reaching out to our organization to assist with your contribution to bettering the community. As you can imagine, we receive numerous requests for in-kind support. While we would love to be able to contribute to every request we receive, to be able to make a meaningful impact in the communities that we serve, Extended Stay America has focused its charitable giving by partnering with the American Cancer Society to help in the fight against cancer. We donate tens of thousands of hotel room nights to support people who are in need of lifesaving cancer treatment away from home. Once again, we thank you for taking the time to reach out to us and commend you for actively supporting and providing resources for those that are in need in your community. Should you have any additional questions or need further assistance, please do not hesitate to contact us directly.
Extended Perks Rewards Program
What is Extended Perks?
Extended Perks is our hotel rewards program. Extended Perks members enjoy savings and benefits like:
New members also receive an immediate 10% registration discount to use on their next booking once they complete their new member profile.
How do I sign up for Extended Perks?
You can instantly join Extended Perks for free by simply clicking here. You can also sign up for Extended Perks the next time you are at an Extended Stay America hotel.
Where can I find my rewards/loyalty number?
Extended Perks does not assign loyalty numbers, points or physical cards to members. Once you create an Extended Perks account, you're automatically eligible to enjoy all the benefits of being a member. You can access all of our Extended Perks savings and deals by logging in to your account on esa.com/extended-perks.
Where can I see my Extended Perks points?
Extended Perks does not assign loyalty numbers, points or physical cards to members. Once you create an Extended Perks account, you're automatically eligible to enjoy all the benefits of being a member. You can access all of our Extended Perks savings and deals by logging in to your account on esa.com/extended-perks.
Since there are no loyalty numbers, what should I plug into my travel planning system at work when it asks for a rewards/loyalty number?
You do not need to add a rewards/loyalty program for Extended Perks, as we do not require you to accumulate points to enjoy the rewards. If you would like to view your reservation in your Extended Perks account, then the booking will need to be made while logged in to your Extended Perks account. You can access all of our Extended Perks deals by logging in to your account on esa.com/extended-perks.
Is Extended Perks a tiered or status-based rewards program? How can I achieve a higher status?
Extended Perks is not a tiered or status-based program. All Extended Perks members have the same access to savings and benefits. You can access all of our Extended Perks deals by logging in to your account on esa.com/extended-perks.
I made an online reservation while not logged in. Can you add that booking to my profile?
Unfortunately, we cannot tie a reservation back to an account after the reservation has been made. In the future, please remember to log in to your Extended Perks profile before making a reservation on esa.com. You may still access your reservation by visiting our find reservations page here; you will need to input your last name and confirmation number.
I forgot my password to my Extended Perks account. What should I do?
You can reset and change your password by clicking here. Once you input your email address on this page, we will email you a link where you can reset your password.
When will I receive my Extended Perks rewards card? Should I expect to receive physical account summaries?
Extended Perks does not assign loyalty numbers, points or physical cards to members. Guests can log in at any time to see their account details at esa.com.
Who can I contact if I have questions about Extended Perks?
If you have a question about your Extended Perks account, profile or promotional rates, please contact us by emailing extendedperks@esa.com. If you have a question about discounts with our national or local partners, please call 877.408.2605.
Where can I find my Extended Perks deals on esa.com?
Log in to your Extended Perks account on the top of any page of esa.com. Once you are logged in, you can access your account, past and upcoming reservations, deals and your profile.
Can I use my 10% off promo code on a past, current or pending reservation?
No, the new member discount is only valid for a new reservation using the promo code provided in the welcome email.
Can I use my 10% off promo code more than once?
No, the new member discount is only valid for a new reservation using the promo code provided in the welcome email.
How do I access the Extended Perks Exclusive Member Rate?
The Extended Perks Exclusive Member Rate is available to all Extended Perks members, all the time! You must be logged in to your Extended Perks account to take advantage of the Extended Perks Exclusive Member Rate during the time of booking on esa.com. The Exclusive Member Rate is also available through our call center and at our hotels.
I signed up for Extended Perks but have not received promotional emails from you in a while. Why is that?
Don’t worry—we haven’t forgotten about you! Promotional emails are not sent to guests when they are staying with us or when they have pending reservations.
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