Extended Stay America - Austin - Northwest - Research Park

Business response:

Although you liked our courteous associates, we are sorry for the issues you encountered. We have asked our housekeeping and maintenance team to be more diligent going forward. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to review your stay with us. We are concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Our staff's top priority is to provide a clean environment for our guests, and we are sorry that did not happen during your stay. 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 truly sorry for the cleanliness issue you experienced in your room and regret the inconvenience it caused. Our housekeeping staff takes pride in what they do daily and we also have processes in place to double check each room prior to occupancy by the next guest. We fell short in our processes and are reviewing them so that this does not happen again. We are very sorry and hope you will consider staying with us again so that we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for your review. Please accept our apologies for the difficulties you had during your stay. We assure you that we have staff scheduled daily to perform routine maintenance throughout the hotel and we inspect the property to make sure we are not overlooking any areas that need work. We will absolutely be more diligent in our efforts. We hope you will give us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Luis, thanks for being our guest. We sincerely apologize for the difficulties you encountered while you were here and regret that we couldn’t deliver a perfect stay of your desire. Your feedback holds a lot of importance as it highlights areas of improvement, so it has been discussed with the concerned individuals in an effort to deliver better service and facilities to our guests moving forward. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to thi... read more

Business response:

Luis, please accept our apologies as well every assurance that we will be working to address the concerns outlined in your review. Our staff typically does a terrific job responding to our guests’ needs, so we are sorry that did not happen in your instance. We value your feedback and will use it to ensure we are more consistent in our service levels. We hope you will give us the chance to make it up to you on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Thank you for your rating. We are disappointed to know you had an unpleasant experience. We hope you will consider staying with us again as we would love to provide you with an excellent visit in the future. Sincerely, Hotel Management