Extended Stay America - Austin - Northwest/Arboretum

Business response:

Thank you for your review. We were so pleased to read how much you enjoyed your overall stay and liked the service provided by our front desk staff. However, we are sorry you had a few housekeeping issues with your room and that we fell short of our usual service delivery. We have discussed these issues with our staff to see where steps were missed in our room inspection process. Your feedback will help us do a better job going forward. We hope you consider us again when you return to the area. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are glad to read you had liked our location and the service provided by our staff. However, we are sorry for the odor you experienced in your room. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. We also regret any inconvenience you had due to the other guest of our property. We hope you will come back to stay with us whenever you are in this area. Sincerely, Hotel Management 

Business response:

Thank you for posting your review. We appreciate hearing that we took good care of you, that your room was clean with great amenities, and that you got a good night's rest. We are reviewing about the coffee maker our staff to ensure these items are always well-stocked. Thanks again, and we hope that you will return to Extended Stay America the next time you are in Austin. Sincerely, Hotel Management 

Business response:

Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Thank you for choosing Extended Stay America for your overnight stay. We are delighted to read you had a great stay. It was a pleasure having you as our guest, and we look forward to hosting you again soon. Sincerely, Hotel Management 

Business response:

Teresa, thank you for sharing your comments online regarding your visit to Extended Stay America. It is a delight to know you liked your well-maintained room and that our friendly service made for a memorable experience. Your review is appreciated, and we hope to be your choice of hotel in the future as well. Sincerely, Hotel Management