Extended Stay America - Austin - Northwest/Arboretum

Business response:

Dear Jin,Thank you for choosing our hotel for your recent stay. On behalf of our entire team, we offer our sincere apologies for not meeting your expectations. We always want to make every effort to provide a flawless stay; therefore, we regret that this was not your experience. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us.Sincerely,Hotel Management 

Business response:

Dear Judith, Thank you for choosing us and for sharing your comments. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. We hope to have another occasion to host you and provide you with the seamless stay you deserve!Sin... read more

Business response:

DearPriscilla, Thank you for choosing us. It has always been our aim to provide a perfect stay during your time with us, and we are happy that you were pleased with the staff and found them helpful. Please return on your next trip and be our guest so you can have another flawless experience.Sincerely,Hotel Management 

Business response:

Dear Celmi, Please accept our sincere apologies for not meeting your expectations. Cleanliness is a top priority for all our employees, and we take these issues seriously. We will address this matter with our housekeeping associates to ensure this is resolved. We appreciate your patience and for bringing this to our attention. We welcome another opportunity to show you the outstanding stay you deserve, and we hope to welcome you back again soon. Sincerely,Hotel Management 

Business response:

DearGuest,Thank you for choosing us. Providing clean and comfortable accommodation is our priority, and we regret if we missed it for you. We understand your discomfort with the problems in your room. Your comments are vital, and we will discuss them with our concerned team to ensure they are aware of the guest's remarks and take action on a priority basis. Our team has also been instructed to double-check the rooms before delivering them. Considering this a rare case, please return, and we hope your next visit to our hotel ... read more

Business response:

Dear Karol, Thank you for being our guest. We appreciate your comments on the room and the friendly staff. However, we are sorry for the experience you had after your departure. We understand that no explanation of these issues can change your recent experience. Allow us to check the room and ensure we take appropriate measures to address the problem and prevent future occurrences. We're committed to earning back your trust and becoming your go-to hotel in the area.Sincerely, Hotel Management