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Extended Stay America FAQs

Travel -agents

At Extended Stay America, we’re dedicated to providing the best lodging experience for our customer, and we jump at the chance to provide more information on why we’re the right choice for you. Have a question about our hotels or our brand? We’ll have an answer! Check out some of our frequently asked questions below. Don’t see what you’re looking for? Feel free to email us and we’ll get back to you shortly.

 

booking your trip

Show Answer 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.

Show AnswerHow 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.

Show AnswerHow 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.

Show AnswerIs 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.

Show AnswerHow 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

Show AnswerI 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.

Show AnswerDo 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

Show AnswerWhat time is check in/check out?

 

Generally, check-in begins at 3 p.m., and check-out is at 11 a.m. If you’ll be arriving at the hotel after 11 p.m., please arrange for a late check-in directly with the hotel. Additional fees may apply. For official check-in/check-out times, see the "hotel details" under each listing.

Show AnswerWhat 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.

Show AnswerWhat 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.
  • For 8 or more night stays: One "full service" housekeeping is provided each week. Please refer to the key packet you receive at check-in for your scheduled housekeeping service day. Additional full or refresh services are available as outlined below.
  • For 1-7 night stays: Fresh towels and linens are available at the front desk as often as needed. Full Service (provided weekly): Dusting, vacuuming, changing linens and towels, emptying trash, cleaning of bathroom and kitchen, and replenishing soap and toilet paper if needed.
Full Service (provided weekly): Dusting, vacuuming, changing linens and towels, emptying trash, cleaning of bathroom and kitchen, and replenishing soap and toilet paper if needed. Additional Full Service can be purchased at $10 per service. Refresh Service (optional service): 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. *Dishes are not washed during either service.

Show AnswerWhat 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.

Show AnswerWhat 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.

Show AnswerDo 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.

Show AnswerDo your locations offer swimming pools?

 

Many of our Extended Stay America properties offer swimming pools and/or hot tubs; check directly with the hotel.

Show AnswerDo 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.

Show AnswerDo your hotels provide an iron and ironing board?

 

Every Extended Stay America hotel room includes a full size iron and ironing board.

Show AnswerDo 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.

Show AnswerDo you provide shuttle service to and from the airport?

 

Select Extended Stay America locations offer shuttle service.

Show AnswerWhat 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.

Show AnswerWhat is your cancelation policy?

 

Reservations must be cancelled by 6pm 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.

Show AnswerDo 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.

Show AnswerDo 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.

Show Answer Do you offer wireless Internet access?

 

Yes, all properties offer free Wi-Fi in every room. Contact the hotel's front desk for access code.

Show AnswerHow do I receive a current National Locations Directory?

 

You can download our latest directory instantly, or receive a directory by mail by sending a request to us at DirectoryRequests@extendedstay.com.

Show AnswerWhat is your pet policy?

 

Pets are always welcome at Extended Stay America. A maximum of two pets are allowed in each suite. A $25 (+ tax) per day, per pet non-refundable cleaning fee for the first month (not to exceed $150 + tax per pet), payable the first night of your stay and is charged at check-in. Each month thereafter is a $10 non-refundable fee (+tax) per day for the first 5 days of each month (not to exceed $50 + tax per month, per pet). This fee is to cover the cost of cleaning and fumigating guest room. 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. Larger, or more than two pets requires property manager’s approval. Please contact the property for questions.

 

Extended Perks rewards program

Show Answer What is Extended Perks?

 

Extended Perks is our new hotel rewards program that does away with points and instantly gives its members great savings. Enjoy instant savings on hundreds of your favorite brands—everything from dining to rental cars, theme parks, salons, on-line and retail shopping, entertainment, and more! Learn more and join today here

Show AnswerWhat is the difference between your weekly deals program and your Extended Perks program?

 

Our weekly deals email program offers weekly discounts on our Extended Stay America hotels. Our Extended Perks rewards program offers the same great deals on our hotels, plus hundreds of deals to national and local retailers, restaurants, services, and brands.

Show AnswerHow can I sign up for Extended Perks?

 

Thank you for interest in Extended Perks! You can sign up for our rewards program by simply clicking here. You can also sign up for Extended Perks the next time you book a reservation onsite at a property or when you call our reservation offices

Show AnswerI had an account with Extended Stay America before the Extended Perks program. What has happened to my account information?

We have done away with usernames as a login credential on extendstayamerica.com. Moving forward, past Extended Stay America account holders just need to log with the email address originally tied to their accounts, and their passwords. Guests who had one account assigned to one email address will still be able to log into their accounts. If you try to log in and our website does not recognize your login information, this most likely means that your account was purged and you will need to create a new account

 

Show AnswerWhere can I find my rewards/loyalty number?

 

We’ve done away with loyalty numbers altogether so that guests can focus on saving! Extended Perks does not assign loyalty numbers, points, or physical cards. Once you create an account, you’re automatically eligible to receive every one of the hundreds of the national and local deals and discounts we offer! It’s our way of saying thank you!

Show AnswerWhere can I see my Extended Perks points?

 

Our Extended Perks program does not dole out points for any stay, purchase, or transaction; the program is completely points-free. By just having signed up for Extended Perks, you are automatically eligible to reap any and all Extended Perks offer, discount, and deal!

Show AnswerWhen will I receive my Extended Perks rewards card? Should I expect to receive physical account summaries?

 

Extended Perks is 100% digital. Extended Stay America does not send its members physical Extended Perks rewards cards or account summaries via snail mail.

Show AnswerSo you don’t have loyalty numbers. What should I plug into my travel planning system at work when it asks for a rewards/loyalty number?

 

Thank you for choosing Extended Stay America for your business travel needs! Travel planning systems vary—we recommend talking to your travel coordinator or administrator on how best to handle this. However, most systems ask for rewards numbers so that employees can receive their corresponding points. Again, Extended Perks is not a points-based program; we don’t distribute points in any way. You will always be eligible to access all of our Extended Perks deals regardless of the number of Extended Stay America hotel stays listed in your account.

Show AnswerIs 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 our hundreds of deals.

Show AnswerI 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 before making a reservation on ExtendedStayAmerica.com or ExtendedStayCanada.ca. You may still access your reservation by visiting our find reservations page and inputting your last name and confirmation number. Extended Perks members aren’t “docked” or penalized for not having all of their reservations listed in their accounts—you will always be eligible to reap any of our Extended Perks deals no matter how many times you stay with us!

Show AnswerI forgot my password to my Extended Perks account. What do I do?

 

You may reset your password by visiting our login helppage. Once you fill out your email address, we will email you a link in which you can reset your password.

If for whatever reason you never receive this email, please contact us via email, and we will reset your password manually.

Show AnswerCan I use my 15% off promo code on a past/current/pending reservation?

 

Welcome to Extended Perks! We are excited to offer you one of many discounts off of our hotels! Please note that all of our discounts and offers, including our introductory 15% off discount offered to new Perks members, are not valid on past, pending, or current reservations. New Extended Perks members who received our 15% off discount can only apply their promotional code to one upcoming reservation.

Show AnswerHow can I use my Extended Perks on my phone?

 

Simply download our NEW mobile app onto your phone and you’ll instantly have every Extended Perks deal available to you in your pocket! With hundreds of national and local deals available, you’ll be able to save big—no matter where your travels take you!

Show AnswerI’ve downloaded the Extended Perks app and it’s asking me for my mobile access code. Where do I find it?

 

Guests can obtain their mobile access code by logging into their Perks account on their computers. After logging in on ExtendedStayAmerica.com, just click the Extended Perks link at the top of your screen. Once you get to your deals page click the GET THE APP button near the top of your screen. The copy in red is their mobile access code.

You may also request to have your access code emailed to you by visiting this page.

Show AnswerDo I need to download an app in order to redeem my Extended Perks offers?

 

Every Extended Perks deal and discount is available by visiting ExtendedStayAmerica.com on your computer or by downloading our mobile app.

Show AnswerI’m getting too many emails from you. How can I stop receiving so much email?

 

We apologize for the inconvenience. You can pause, limit, or unsubscribe from our mailings.

Show AnswerHow do I delete my Extended Perks account?

 

Please contact us to delete your account—we’re sorry to see you go!

 

miscellaneous

Show AnswerI 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.

Show AnswerI would love to work for Extended Stay. How do I submit my resume?

 

We’d love to have you onboard. To check out our current job openings, please visit our careers page and submit your resume online.

Show AnswerI 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

Show AnswerI 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.

Show AnswerHow 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.