This profile has been claimed by the business owner or representative.
Extended Stay America - Austin - Northwest - Lakeline Mall
- Hotels
- Austin, TX
About this business
Location details
13858 N US Hwy. 183, Austin, TX, 78750, 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 |
Dont trust Extended Stay reservations We were without power or water during the recent storms so we made a reservation for two rooms. I called at 9 am to confirm our rooms and we were told they would be ready. I called again at 3 to confirm that they still had power. The general manager who answered the phone told me that while they had power, he was not honoring any of the 14 reservations made through third parties, so my rooms had been given to others. I was told that this is Extended Stay America company policy
Business response:
David, thank you for choosing us and for taking the time to post a review. We regret we were not able to accommodate you. Please be assured, we will review this incident with our team and see what went wrong. We hope to have the chance to welcome you back and redeem ourselves. Sincerely, Hotel Management
The worst service I’ve ever had First of all, they originally said they were overbooked. When I asked for a refund in the difference of the room they were putting me in all of the sudden the room I asked for became available. It was difficult to find someone at the front desk. I need a blanket for my daughter. For some reason her bed didn’t have the same linens as mine and the front desk was not there. I called and no one was available. Anytime I needed to call for assistance no one was there. They never came to check on our... read more
Business response:
Thank you for sharing your review and the details surrounding your recent stay. We regret learning that our front desk staff member was not available during the time mentioned. Please accept our sincere apologies for any inconvenience or frustration this may have caused you. We will look into what transpired, so this lapse in service is not repeated. We are grateful for your patience and hope you will revisit us on your next visit to the area. Sincerely, Hotel Management
Hardly anyone ever at front desk. Dirty rooms. Holes in wall. Smelled like tobacco.
Business response:
Jiselle, thank you for staying at our hotel. We regret the issues that impacted your experience. We apologize for the condition of your suite and that our associates were not present at the front office when needed. We will discuss your comments with the teams involved to ensure we enhance our service levels. We want to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
Business response:
Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations; please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
We arrived after a 3 hr drive and having booked and paid a week in advance to no room. Water in elevator. Clerk’s mask hanging down her face after demanding mine be worn, a fire in the ac, no coffee in room, terrible smell in room, urine stains under toilet seat, being harassed about noise coming from our room while we were asleep. Need I go on? Clean linen sitting on top of front desk counter for others to breath on. Will not be returning.
Business response:
Thank you for your feedback. We are sorry for the cleanliness issues you encountered and for the unpleasant smell you experienced while you were here. Your feedback has been discussed with our housekeeping team to address the problems you outlined. We also regret the difficulties you encountered at our front desk. Your comments have also been shared with our front desk associates to coordinate our efforts throughout our hotel to ensure continuity in keeping our guests safe. Therefore, we appreciate you bringing this to our a... read more
The hallway and elevator stunk of something. Room and bathroom weren’t the cleanest either
Business response:
Thank you for being our guest. We apologize for the unpleasant smell and cleanliness issue you encountered during your stay. Your feedback has been discussed with our housekeeping team, and we have asked them to be more diligent going forward. We truly hope you will give us another chance to prove we are committed to providing outstanding accommodations and service. Sincerely, Hotel Management
Business response:
Anthony, thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management
Property was in a great area. I would never stay at this property again the customer service is terrible. The girl at the front desk was RUDE And never there. Upon check-in I waited at the minute until I finally called the hotel and she had to get up to answer the phone and I hung up and said oh that’s me. She said what do you need. I said I would like check in.I felt like I was bothering her.
Business response:
Lynne, thank you for your recent visit and for sharing your comments about our hotel. Please accept our apology for the poor service you received from our associates. Our goal is to provide the best customer service possible, and we regret if we fell short of this during your visit. We want to get it right every time, so we will share your feedback with the appropriate individual to ensure this is not repeated in the future. On a positive note, we are pleased you liked our location. We hope you will consider giving us a seco... read more
Unprofessional and un educated. Didnt know they where against people with medical problems
Business response:
Thank you for your feedback and for being our guest. Please accept our sincere apologies for not living up to your expectations, or ours. We strive to provide wonderful hospitality to all of our guests, but we let you down. Your feedback is important to us, and we will use it to improve our services going forward. We are truly sorry and hope you will consider giving us a second chance in the future. Sincerely, Hotel Management
Frequently asked questions about Extended Stay America - Austin - Northwest - Lakeline Mall
How is Extended Stay America - Austin - Northwest - Lakeline Mall rated?
Extended Stay America - Austin - Northwest - Lakeline Mall has a 3.1 star rating with 1,879 reviews.
When is Extended Stay America - Austin - Northwest - Lakeline Mall open?
Extended Stay America - Austin - Northwest - Lakeline Mall is open now. It will close tomorrow at 12:00 a.m.