Extended Stay America - Austin - Northwest - Lakeline Mall

Business response:

Thank you for your recent review of your stay. We apologize that your stay was not up to our company standards. To prevent this from happening again, my team is going to focus on details so that anyone can have a pleasant stay with us. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

I appreciate you taking the time to write a review of your experience with us. We appreciate you letting us know about the A/C noise and uncomfortable pillows you experienced. We are constantly trying to improve so that every guest is happy. I will work with our staff to ensure this does not happen again. We are sorry for the issues that you had to deal with. Thank you again for posting your review. I do hope that you will return to our hotel, or any of our other brand locations, in the future. 

Business response:

I received a copy of your review, and wanted to take a moment to personally respond. I sincerely apologize that your stay was not to our company’s high standards. Regarding housekeeping, we provide housekeeping services to guests staying eight or more nights; however, these services are always available upon request for an additional fee. Additionally, we offer a complimentary linen exchange service at the front desk. While we no longer keep dishes in guest rooms, these items are available upon request at the front desk. I d... read more

Business response:

I appreciate you taking the time to write a review of your experience with us. Please accept our apologies for the room conditions you experienced. To uphold our company’s high standards, I will be reviewing our cleaning and room inspection procedures with our staff. Additionally, we provide housekeeping services to guests staying eight or more nights; however, these services are always available upon request for an additional fee. I will coach our front desk staff to make sure we are clearly communicating our amenities duri... read more

Business response:

Thank you for providing us with details about your experience with us. Please accept our apologies that we were unable to exceed your expectations. In response to your feedback, we will continue to strive to provide each guest with a comfortable stay and professional customer service. Our team is committed to satisfying our guests, so we are very thankful for your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Thank you for sharing your experience with us. Please accept our apologies that our amenities were not to your expectations. In response to your feedback, I will be sure to share your comments about our grab-and-go breakfast with our corporate office. Thanks to your feedback, we can continue to work on providing an exceptional stay for all of our guests. We would love to have another chance to provide you with a better experience at our hotel the next time you're in town.