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Extended Stay America - Austin - Northwest/Arboretum
- Hotels
- Austin, TX
About this business
Location details
10100 N. Capital of Texas Hwy., Austin, TX, 78759, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
The police was there. An assault happened. We could not stay there. Looked for another place
Business response:
Roque, thank you for bringing your concern to our attention by sharing your review. We regret the inconvenience you experienced upon arrival. We take the safety and security of our guests seriously and assure you to review this with our team. Thank you once again, and we hope your future travels may bring you back this way. Sincerely, Hotel Management
We booked this hotel on a sold out weekend because of the Formula 1 races. When we checked the room, one of the beds had bed bugs. We video recorded it and caught some to take to the front desk. They were rude and didn’t offer any other accommodations. They were unapologetic and when I asked for a refund, they said they would do it later and wouldn’t give me a receipt. I spoke to the manager Denise over the phone and she refused to speak to me and hung up the phone. It is the worst experience I have encountered at any hotel.
Business response:
Geovanny, thank you for being a guest in our hotel. We were extremely sorry to read about your experience. We follow the most rigorous industry standards when it comes to the cleanliness and pest control of our accommodations, but the suite you occupied will be professionally inspected and treated as a precaution. We will also discuss your comments about the unprofessional service with our associates to be more diligent. Thank you again for bringing this to our attention, and we hope to welcome you back soon. Sincerely, Hote... read more
After a very long drive, all I wanted was a nice glass of something cold. No ice machine. The desk clerks said that there were ice trays in the fridge. True, but they had no ice in them. I offered to go off-site and buy my own ice if they would reimburse me and they declined. The ensuing argument ruined my whole day so I checked out and found an alternative place to spend the week-end.
Business response:
Henry, we value you as our guest, andwe appreciate you taking time to review our hotel. We receive many positive comments regarding our fully equipped kitchens with full size refrigerator/freezer which includes ice trays for your convenience. Therefore we do not have ice machines on ourproperty, and we apologize for your disappointment. Thank you again for being our guest and for your feedback. Sincerely, Hotel Management
Didn’t feel clean
Business response:
David, on behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. We hope you will consider giving us another opportunity to host you in the future and to welcome you back again soon. Sincerely, Hotel Management
The curtains were stained, the employee at the check in counter was coughing the entire time he was checking in the person in front of me as well as myself. In a normal setting that would be worrisome but especially in our current circumstances.
Business response:
We want to thank you for your recent stay with us and for taking the time to post your review.We sincerely apologize for the service and housekeeping issues you experienced. We have procedures in place so these types of situations do not occur. Regrettably, we failed during this process and for that we are sorry. We can absolutely do better andwe hope you will give us the opportunity in the future to prove that to you. Sincerely, Hotel Management
Paid extra for a king bed and was not told until we walked into our room that we had been bumped down to a queen. Mattress was horrible! Both my husband and I had back pain for days after staying. Didn’t feel terribly clean either..
Business response:
Thank you for your honest comments about your stay with us.We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for thatwe sincerely apologize.We areworking with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. We hope you will give us another opportunity to provide a better ex... read more
Frequently asked questions about Extended Stay America - Austin - Northwest/Arboretum
How is Extended Stay America - Austin - Northwest/Arboretum rated?
Extended Stay America - Austin - Northwest/Arboretum has a 3.4 star rating with 2,015 reviews.
When is Extended Stay America - Austin - Northwest/Arboretum open?
Extended Stay America - Austin - Northwest/Arboretum is open now. It will close tomorrow at 12:00 a.m.