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Extended Stay America - Austin - Southwest
- Hotels
- Austin, TX
About this business
Location details
5100 U.S. Hwy 290 W, Austin, TX, 78735, 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 |
The location was ideal for my trip which is work-related. The bed was not comfortable my water in the room did not get hot, the AC did not get cold. And there were no amenities though that's my fault for not checking prior. The smoke-free Hotel had a strong odor of cigarette smoke.
Business response:
Erica, thank you for being our guest. Although we are glad our location was ideal for you, we're truly sorry your stay was less than satisfactory and that we did not live up to our usual standards. We have shared your comments with our staff, and we are taking appropriate measures to ensure these issues are not repeated. We value you as a guest and hope we have the opportunity to welcome you again in the future to provide you with the hospitality you deserve. Sincerely, Hotel Management
It took over an HOUR to get checked in. Very poor customer service. Most definitely would never recommend this hotel to any travelers, nor will I return to that hotel in the future. The room was comfortable, though.
Business response:
It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
The room had a musty smell and the bathroom and hallway floor was sticky...shoes would stick to floor. The kitchenette drawers and cabinets were completely bare with not a single dish, utensil, pot, pan or kitchenware of any kind. Also, the toilet was not bolted to the floor and would tip when you sat on it. Not the standard I would expect from extended stay facilities...won't be using them again. Quite disappointing!!!
Business response:
Richard, thank you for the review of our hotel. Please accept our apologies for the housekeeping and maintenance issues you encountered during your stay. We have shared your feedback with the concerned team and has asked them to fix the problems immediately. Also know that, in order to ensure cleanliness of kitchenware, the brand standards require us to make items like utensils available at the front desk rather than leaving them in the suites, so we apologize if we failed to share this information at the time of check-in. W... read more
Clerk made serious key error The desk clerk gave my husband the key. When he opened the door it was locked from the inside. Someone had already been given a key to the room...he told my husband he was lucky he hadn’t shot him for trying to enter his room. That made for a very bad stay!
Business response:
We are immensely sorry for the inconvenience your husband encountered at the time of his check-in. Your feedback is important as it will help us serve our guests better, so it is shared with our front office team in an effort to improve our service levels going ahead. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management
No amenities near or around property. Poor vending choices. The room I was given was not ready. No exercise room nor pool or spa. Barely had hot water each day. Had to let the faucet run for 5-10 minutes for the water to get just warm.
Business response:
Paul, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We will be reviewing our guidelines to provide a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, Hotel Management
Crappy, beat up hotel with cold water showers! Beatup hotel with many long-term contract workers staying there. There was NO HOT WATER! Not even luke warm water to shower. COLD WATER ONLY! Front desk said they were aware, and were very rude about it. A long term guest said it was an on again and off again problem for months.
Business response:
James, thanks for evaluating your experience at our hotel. Although you had an overall pleasant stay with us, we apologize for the issue you had with regard to your room and the rude behavior by some of our staff members. Your feedback is noted and it will be used to improve our performance going ahead. We hope to have another chance so we can deliver you an exceptional experience. Sincerely, Hotel Management
Business response:
Virginia, we are very sorry we failed to deliver the exceptional stay you deserved. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We hope you will return so we can make it up to you. Sincerely, Hotel Management
Business response:
We regret the disappointing stay you had with us. Please accept our apologies, as we never mean to discourage our guests in any way, and we definitely failed in this attempt. I hope you will give us a chance to impress you on a future visit. Sincerely, Hotel Management
Extra cost for housekeeping I don’t think I’ve ever stayed in a hotel that doesn’t provide daily housekeeping. Here, it’s an additional $10 per day. We picked the hotel due to the close proximity to our daughter, but we were disappointed. Next time, we will stay in a different hotel and I doubt we’ll stay in an Extended Stay America again.
Business response:
Jen, please accept our apologies for your disappointment with our housekeeping policy. Our housekeeping is done on a weekly basis to respect the privacy of our guests and offer minimal intrusion, but we are always happy to provide whatever you need during your stay. On a positive note, we are happy you liked some aspects of our hotel. We hope you will consider giving us another chance so we can serve you better in the future. Sincerely, Hotel Management
Frequently asked questions about Extended Stay America - Austin - Southwest
How is Extended Stay America - Austin - Southwest rated?
Extended Stay America - Austin - Southwest has a 3.2 star rating with 2,316 reviews.
When is Extended Stay America - Austin - Southwest open?
Extended Stay America - Austin - Southwest is open now. It will close tomorrow at 12:00 a.m.