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Extended Stay America FAQs

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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 tops 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 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 or $21.00 weekly. This charge automatically shows up when you search for a room and enter more than one adult in the dropdown box.

 

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 link that reads “Additional Details.” When you click that link, 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 AAA rates?

 

We do offer hotel rates for government, military, seniors (age 55+) and AAA 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.

Show AnswerWhat amenities can I expect?

 

All Extended Stay America hotel suites offer fully equipped kitchens so you can eat what you like when you want. Each suite’s kitchen includes a full-sized refrigerator, microwave oven and stovetop. A toaster, coffee maker, pots and pans, cooking utensils, dishes, and cutlery are also available upon request. You’ll also enjoy free Wi-Fi Internet access in every room, a flat-screen television with premium channels, free grab-and-go breakfasts, filtered water, unlimited local phone use and personalized voicemail, and use of on-site laundry facilities. Each suite comes with complementary bar soap, fresh towels, and weekly housekeeping (see below if you want to freshen your room more often). All of our properties are pet-friendly hotels, so you don’t need to leave your four-legged friend behind. At select locations, you’ll also find pools, hot tubs and fitness centers.

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, ESPN U, 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 Answeryour 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 have luggage carts?

 

Yes, each property has a luggage cart available to help with your luggage.

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?

 

Most rooms are booked with a standard cancellation policy, which means that you must cancel a reservation by 6 p.m. local hotel time on the day of arrival, otherwise the first night’s stay (at the quoted rate plus tax) will be charged to the credit card you used when making the reservation. In some cases, a reservation is made with a nonstandard cancellation policy, in which case we’ll make sure you know the details of the cancellation policy before you book.

Show AnswerDo you offer voice mail capabilities?

 

Our guests have free unlimited local calls and free personalized 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.

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 welcomed guests at our hotels. You may house up to two pets in each guest room. To ensure that rooms stay fresh and clean, we charge a $25 (+ tax) per day, per pet non-refundable cleaning fee (not to exceed $150 + tax per pet), payable the first night of your stay. Weight, size, and breed restrictions may apply; please contact the hotel directly to ask about your pet.

 

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, ExtendedStayCanada.ca, or CrosslandStudios.com. 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.

Show AnswerCan I use my 15% promo code more than once?

 

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?

 

We are excited to offer our Extended Perks mobile app, available for iPhones and Android devices. Simply download the 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 have a question about an Extended Perks-related offer.

No problem! Please call 1-877-408-8605 and we’ll be happy to assist you. If you have a question about an offer related to one Extended Stay America’s promotional codes, please contact us via email or by calling 1-800-804-3724.

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!