Extended Stay America Suites- Denver - Aurora North — Hotel in Aurora

1st-There was no hot water, barely lukewarm. The shower curtain was not long enough to go into the shower so even if there was hot water to shower you’d flood the bathroom instantly. The bathroom sink didn’t drain. Staff completely blew the hot water off, the lack of appropriate sized shower curtain & the non working sink. No one ever came to address any of it. 2nd-the comfort care cooking package that is suppose to be delivered to your room if you request one is a joke. Called the desk to request one. I needed to cook food that was going to spoil bc their fridge & microwave didnt work & the lady who answered stated she didn’t have any made up & wasn't on site at the moment. I said ok, when will I be able to get it, like how long? She replied she didn’t know, again that she’s not on site & that she didnt have any made up & that I would have to get it from the desk. I again asked when I could get one from the desk & I gently reminded her that it does state they’d bring it to the room (I’m handicapped). She got a bigger attitude & said I’d have to go get it & hung up. Went to the desk about a half hour later & no one was available. She never called or brought the dishes up. I tried to follow up & no one answered the desk phone. 3rd- The fridge & microwave did not work. Leaving my groceries spoiled bc I also couldn’t get pans to cook or make ice to keep stuff in a cooler. The sink in the kitchen wouldn’t drain. The front desk was again rude & unconcerned about these things & did not send anyone to fix the issues. 4th-when I had no choice but to extend for a day, the front desk was upstairs at 10:25am (check out is at 11) beating on my door asking if I was checking out or not. I had already paid and informed her of such. She demanded that i go down to the desk to prove it. I went to the desk and she suddenly didnt know what room I was in, (despite just knocking on my door) despite me telling her & giving her my ID. She stated i never checked in with my name which is false. It took her an additional 10 mins to find me somehow. They proceeded to charge me an additional $10 to not check out & check back in again at 3. The gentleman that checked me in the night before said as long as the room was paid before 11am there were no other fees or costs. The room was paid at 6am. The front desk lady was super rude & unprofessional. She made me pay the additional $10 & proceeded to try to charge me for my service animal. At that point I let her know 1. You cannot legally charge for a service animal. 2. The gentleman who checked me in took copies of the service animal paperwork. She argued with me until I asked for a manager. She couldn’t/wouldn’t tell me her managers name or contact information (at this point there’s 2 women & a gentlemen “helping” me). Not one person could give me the name of the manager & only gave me the main number to the hotel. 5th- there were children above me, across from me & next to me screaming, dragging stuff across the floor, beating on walls, stomping and so on. I asked the front desk if they could address the noise issues as I work overnight and was trying to sleep. I understand some noise is to be expected in a hotel, but this was literally excessive and nonstop all day long, into the night. The desk was unconcerned and wouldn’t even respond if they were going to try to address it or not & hung up on me yet again. The noise continued & worsened. Despite ear plugs and some music playing the children’s noise was much louder & out of control that i couldn’t block it out. 6th- My room key never worked. Despite trying to resolve the issue multiple times. This is by far the worst extended stay I have ever stayed at. There is no positive customer experience possible at this location because they simply do not care. They are rude, unhelpful & unprofessional. The accommodations promised are falsely advertised and unfulfilled. There is no peace or relaxing. When there are issues reported they...

Absolute NIGHTMARE of a stay. Spent nearly a month here paid daily so the highest rates possible made more off me than probably anyone else in the place yet each day was a litteral nightmare. Example one. Tried, not exaggerating here, over 20 times to pay for my reservation over the phone the day we checked in. Had made a 2 day res that day cause we didn't know if we would make it before midnight or not so we made a res 4 and 5 I believe it was well we didn't arrive till 3am on the 5th but since our res started on 4th the guy at the register couldn't understand that we paid for both days and just because our res on the 4th was missed we still had the 5th paid, guy literally argued with me for like an hour and a half. Before putting me in the wrong room which cost more to which I then was forced to pay the difference of. Furthermore I would make a payment the night before so I wouldn't have to deal with them in the morning on to have them show up at my door threatening my young children that the cops where coming to arrest us we better get out now. Apparently looking up our payment in their system was to hard so threatening young kids with imprisonment was the logical alternative to this well run operation. Over the course of this month, mind you I pay daily, I needed a little time few hours at the most to round up a check or payment to cover my room for the night, 2 times I needed this time and would always ensure to cover both that day and the next to make up for it costing me like 250 in the process. Well Christmas day was the 2nd time I needed that time and the manager tells me he won't accept a late fee so I asked why have the late fee if you wont accept one only for him to say I get to decide if I'm going to accept or who I'm going to accept a late fee from. On Christmas day tried to give us the boot. On new years day the Asian lady shows up at my room before 11 tells me son they won't accept our payment we have to leave, mind you we've had no complaints, no repremands, no apparent issues, so I'm like very rude it's been a nightmare just dreaded dragging all our stuff somewhere else so we put up with it, I make another reservation somewhere else go down to tell them okay I guess we're leaving only for her to say I'll take your money today but we won't take it tomorrow. Fine I've got more permanent solution set up for then anyway so okay. Cancel the other reservation which I had to put a deposit on it's gonna take 2 to 3 biz days to get that back when I go to pay she's charged me outrageously more than the room was supposed to cost and a late fee and I'm like I can pay the 10 dollar "early check in fee" that's right if you don't pack up all your things each and every day you stay there and leave your room till 3 you get an extra 10 dollar early check in fee. But not the late fee as I shouldn't have to pay that anyway had you just told me from the start I would have paid by 11 she gets her manager on the line and straight up lies saying she came by after 11 and didn't say she wouldn't take our money, it was my son who answered the door so I go get him and ask her to tell me that again and this time changes her story knowing my son will call her out on a lie saying she said she came before 11 when she clearly told her manager she can after 11 then why would I have to pay a late fee just flat out lied now me and my children have nowhere to go after canceling two reservations due to their sheer incompetence and downright dishonestly we will likely sleep on the streets tonight. This new years day. Guess they really retreated not sticking it to us on Christmas so new years was the next best alternative??? Everything about our stay here was an utter NIGHTMARE wouldn't even give us toilet paper on mre than one occasion. I was basically held hostage demanding a 5 star review. my kids where threatened more than once by staff. Manager arbitrarily applies rules...

We are currently wrapping up a very stressful and disappointing stay at Extended Stay America Denver – Aurora North.

We checked in on June 14th with plans to stay until July 5th. I specifically chose this location because of the high number of positive reviews and expected a clean, safe environment for my family—including our toddler.

At first, everything seemed fine. But on June 22nd, we discovered two live bed bugs in our room. We immediately reported it to the front desk and were moved to a new room. However, while moving into the second room, we found another live bed bug.

We asked to be placed far from the infested area but were told the only available rooms were either directly above or right across the hall—leaving us with no real choice.

From there, things only got worse. We continued seeing live bed bugs crawling along the walls, near our door, and coming in from the hallway. We documented every single one in photos. Although we initially received no response from management, a manager did finally inspect the room after we posted our first review. However, the inspection was done during the daytime, and we were told no evidence was found. Bed bugs are nocturnal, and nearly all of our sightings occurred in the evening or early morning—making this response feel dismissive and incomplete.

There was a full week where we saw no signs of bugs, which gave us false hope that the issue was resolved. But in the last 72 hours of our stay, we suddenly found over 10 live bed bugs, many crawling near the front door and walls. It became clear the infestation was never truly gone—it was just hidden.

This situation deeply affected our mental and emotional well-being. I lost sleep constantly, terrified that bed bugs were crawling near our child. Every time one of us got a bite, I spiraled into anxiety. We had no peace of mind, no safe corner of the room, and no ability to relax.

We’re grateful to Jesse, who extended our stay by 5 nights, and Antwone, who showed genuine concern. But those two individuals couldn’t make up for the larger lack of urgency, empathy, or proper response from the rest of the staff. One front desk employee in particular was cold and dismissive, even in moments when we were clearly distressed.

To avoid bringing this nightmare into our home, we had to take extreme and expensive precautions:

Threw away personal items, including our toddler’s favorite toys

Bought storage totes, contractor bags, rubbing alcohol, and tape

Paid $70 for a storage unit just to isolate our things

Washed and heat-treated every belonging multiple times

Disinfected work items daily to avoid bringing anything to our jobs

We even sanitized my child’s stroller and car seat, because there was no way to be too cautious. And despite all this effort, I’m still scared something made it home with us.

It broke my heart to see my toddler lose her comfort items and have nowhere clean or safe to play. No child should have to go through that—even temporarily.

We’re sharing this review so others can be warned and so Extended Stay America takes infestations more seriously. Hotels should be safe places for families, workers, and travelers—not a breeding ground for stress, loss, and contamination.

This experience was heartbreaking, exhausting, and beyond disappointing. Extended Stay America...