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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 |
When we first checked in, the staff member was extremely rude and refused to throughly explain the initial check in details.
Business response:
Thank you for choosing our hotel for your stay and for taking the time to provide feedback. It is certainly disappointing to read about the problems you experienced at the front desk during check-in. We will share your remarks with our team so we can ensure these types of mistakes are not repeated. It was our pleasure accommodating you, and we hope you will give us another opportunity to be of service to you. Sincerely, Hotel Management
terrible hotel / terrible service this is the last time I would ever stay at an extended stay hotel. the service was terrible, the staff was extremely unhelpful and unwilling to do anything to accommodate their guests.
Business response:
Thank you for your constructive review. We apologize that we did not provide the responsive service you should have received from us. Our staff normally does a terrific job in providing attentive service, so we're sorry we dropped the ball during your visit. We will definitely be using your constructive feedback to step up our game. We hope you will consider a future stay so we can better demonstrate our commitment to service excellence. Sincerely, Hotel Management
When we checked in the person working the front desk was rude and curt, and the hotel itself had a foul odor. Went to our room and found dried blood on the sheets, and we called down to get them changed. They handed us a different set of sheets and had us change them out ourselves. There was a card on the table in the room instructing to call the front desk for wifi code. When I called the person at the desk was rude and acted like I was an idiot for calling at all when all I had to do was simply log on to the wifi. I told h... read more
Business response:
We were disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We assure you that what you experienced is not acceptable, and we will take immediate actions to improve our service and facilities going ahead. We look forward to having you visit again so we can provide you with a better experience. Sincerely, Hotel Management
Smelly Room appeared fairly clean however it had a foul odor and the carpet felt slightly tacky. A/C was wheezy at best.
Business response:
We apologize and sincerely regret the inconvenience you encountered in your room while you were here. Your feedback is of utmost importance, so it has been discussed with our housekeeping and maintenance departments in an effort to improve our service levels moving forward. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
Worst experience ever, they sold my room to someone else even after i paid in advance at the time of booking. Very unhelpful staff, worst management, was not even willing to look for hotels around nor apologizes to me. I was stranded with fam for like 3-4 hrs on memorial weekend. Very sad
Business response:
Thank you for being our guest and for taking time to leave feedback. We apologize for the unpleasant experience. We are sorry our hotel was overbooked and unable to accommodate you. We offer no excuses for this mix-up, and we apologize for the inconvenience. If you are still in doubt regarding your charges, please contact our General Manager to further discuss this matter Thank you again for being our guest, and we hope you will consider giving us another chance to make a better impression in the future. Hotel Management
Alone in Austin Check in was easy. The gentleman at the front desk was very helpful and got me my room key almost immediately. I go up to my room, and the air was very stale and hard for me to breathe. I make my way to the bathroom to clean up a bit and I stepped on a piece of glass!!! The shower had hair all over the walls and there was a line of blood dripping from the lip of the toilet to the bottom. NEVER AGAIN!!!!
Business response:
Please accept our sincere apologies for not living up to your expectations. Cleanliness is a top priority for all of our employees, and we do not take these issues lightly. We will address this matter with our housekeeping team in order to ensure changes are made immediately to solve these problems. We truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management
Business response:
Jon, we sincerely apologize for not meeting your expectations which led to a disappointing stay. While it’s always our attempt to deliver a pleasant visit for every guest, sometimes we fall short. Please consider staying with us again for a much-improved experience the next time your travels bring you this way. Sincerely, Hotel Management
Roaches! Stink! JUST filthy ROACHES!! I came in early, maybe a little over an hour. I asked if I can check in and the lady said it would cost $28 for early check in. So I left for a meeting and came back later. Once I got to my room, I wished I could get a refund. It smelled bad. Floor was dirty. TV stand and night stands were covered with dust. Fridge was dirty. I went and got some candle because I couldn't take the smell anymore. As I was getting ready for bed, a roach was crawling over my flip flop. I think that was the f... read more
Business response:
It is disappointing to know we failed to deliver you a stay that could meet your expectations. Our first preference is to ensure a spotless accommodation for every guest, but we are extremely sorry we fell short in doing so while you were here. Your concerns have been shared with our Housekeeping team in an effort to improve our service moving forward. Please consider giving us one more chance so we can redeem ourselves. Sincerely, Hotel Management
Terrible experience. We arrived at our room and it smelled like marijuana. We requested another room but none with a single queen or king bed was available. The employee handed us a febreeze bottle to help with the smell so we could spray the room ourselves. So then called customer service who offered us to stay at a different location but the reviews on that extended stay were also terrible. Never booking with them again!
Business response:
Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We will take the necessary actions to ensure these issues are properly addressed. 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.