Extended Stay America Suites Durham University

Jennifer Johnson at Extended Stay America made a real difference for us. She was kind and genuinely caring, and handled the situation with compassion, professionalism, and integrity. She followed up herself, apologized for the inconvenience, and made sure everything was resolved. That level of empathy and accountability really stood out. Thank you, Jennifer, for going above and beyond.

I wanted to talk about a refund, but the employees wouldn’t help with that, and I couldn’t get anyone to address my customer service inquiries. The manager was disrespectful when I was asked to leave. I tried to explain there had been a misunderstanding about my weekly rate and that I was having financial difficulties, but he talked over me and refused to listen. He evicted me and even threatened to ban me from all Extended Stay hotels. This was the worst hotel experience I’ve had, and the property itself isn’t worth staying at in its current condition. I’ll never return, and I feel for anyone who may struggle to keep up with the rates. Whoever handles these reviews, please don’t reply unless you have something to say about getting me a refund.

I paid $124.84 for a room I had to walk out of in the middle of the night because bugs were crawling around. It was filthy, smelled strongly of smoke, and had live roaches. I stayed only a few hours on November 7, 2025, because the room felt completely unsafe and uninhabitable. There was no staff onsite to help, and it took weeks to reach a manager. I began calling Monday, 11/10/25, when I was told one would be available, but got the runaround ever since. When I finally spoke to him on 11/25/25, he didn’t apologize for what happened or the inconvenience. When I asked how this could be acceptable, he said it was “to my discretion.” They offered me a 30% discount on a future stay instead of a refund for a room I couldn’t use. That was insulting, and I didn’t even get a proper apology. I work in customer service, and this was handled badly. Management showed a shocking lack of accountability and care. I wouldn’t recommend this hotel to anyone who expects cleanliness, safety, or basic respect as a customer.

I’ve been here for months, and the staff have become almost like family. They’re super helpful. The beds are really comfortable, and the full-size refrigerators are great. The laundry room takes coins or an app, which makes washing clothes convenient. This is a must-stay for me.