This profile has been claimed by the business owner or representative.
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 |
Business response:
We were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management
The girl who checked me in wasn’t very personable she seemed miserable to be there. They didn’t offer any of the breakfast or coffee in the morning like normal because of the virus situation which totally sucked. My bed had a couple of tiny spiders found crawling in it. The stove handles were broken so cooking was difficult. The property is suppose to be non smoking but walking in the hallway of my room smelled like walking in an ash tray so you can tell people are smoking inside the rooms. I only stayed one night because I ... read more
Business response:
Bonnie, thank you for choosing us for an overnight stay. We apologize for your disappointment with the service you received from our front desk associates. We have shared your feedback with them to be more diligent moving forward. We are also sorry for the difficulties you encountered in your room. We have discussed your concerns with our housekeeping and maintenance teams to fix the problems you outlined. We hope to have a future opportunity to restore your confidence in us. Sincerely, Hotel Management
Daily maid service was not available; any towels needing to be exchanged needed to be brought to the front desk. Rooms were not equipped with kitchen necessities, no eating or cooking utensils, no dish soap, no coffee maker. These were available at the front desk and had to be returned prior to checking out. We were supposed to stay 4 nights but checked out after only 2. I’ve stayed at Extended Stay Hotels in the past and have never had this problem, I will avoid this hotel during my next trip to Austin.
Business response:
Thank you for your stay with us and for providing your feedback. We apologize that our dishware and housekeeping policies were not to your expectations. Our hotel is designed for guests staying a week or more at a time, who prefer a home-like living experience. So we certainly understand why you may have found our amenities a bit different than traditional hotels. We hope you will reconsider staying with us so we can make it up to you. Sincerely, Hotel Management
The rooms are supposed to be non -smoking, but the first room I checked into smelled like cigarette smoke. I asked for another room, which they gave me, but it smelled just as bad as the first one.
Business response:
Thank you for your comments. We are sorry for the disappointing stay you had and regret the smoke odor you encountered in both the rooms assigned to you. Your comments have been shared with our housekeeping team to make sure this room receives a deep clean so that it is not repeated 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:
We are very sorry we failed to deliver the exceptional experience you deserved. We apologize for not being at our best during your stay, and we hope you will give us an opportunity to restore your faith in us. Sincerely, Hotel Management
None of the amenities listed were in the room...coffee maker, etc. Room was run down, handle on sink was broken and sink wouldn't drain. The free breakfast is listed but it's only a grab and go breakfast. That should have been specified in the listing
Business response:
Thank you for your review. We are sorry for your disappointment with the lack of some amenities in your room. Please know, coffee maker for your suite is available at the front desk upon request. Also, we apologize for the issues in the bathroom. Your feedback will be shared with our maintenance team for review and action. Moreover, we value your concerns regarding our grab-and-go breakfast. We hope to have another chance to provide you with a satisfactory stay. Sincerely, Hotel Management
Worst hotel experience ever This was the worst hotel experience I have ever had. The entire floor where my room was smelled terrible. My room smelled even worse. It was disgusting. The room had dark carpets, dark walls and very poor lighting. It was dreary to say the least. The staff acted put out when we requested a couple of cups because there were none in the room. There also was no coffee pot, no plates, not silverware, nothing that you ALWAYS get at an extended stay. Frankly, I very nearly cancelled my stay the moment t... read more
Business response:
Dana, thank you for your review. We are sorry for the difficulties you experienced during your stay, and our service and accommodations did not meet your expectations. Your feedback is discussed with the appropriate individuals ensuring we take the necessary steps to improve the quality of not only our service but also our facilities going ahead. We value your comments and truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management
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.