Extended Stay America - Austin - Southwest

Business response:

Dear Elpidio, Thank you for taking the time to review our hotel. We were disappointed to read about the service issues you experienced with our front desk, and we hope you will accept our sincere apology. This is not the typical feedback we receive about our staff and their service. We love welcoming our guests into their home away from home and ensuring they have everything they need for a great stay. Please know we will take every possible measure to ensure this does not happen again. We hope you will consider a future vis... read more

Business response:

Dear Michael, We are genuinely sorry to hear about your disappointing experience during your recent visit to our hotel. Providing exceptional customer service is a top priority for us; therefore, we deeply regret if there was any lapse in our service standards. We appreciate your feedback about your interaction with one of our managers, and we will certainly address this matter internally. Your feedback is invaluable to us, and we are committed to improving our services as we always strive to exceed our guests' expectations.... read more

Business response:

Dear Colby, Thank you for being our guest. We regret the disappointment with the associate who did not show you respect, as providing attentive and polite behavior is our asset, and missing this at any time during your stay will be addressed and discussed to ensure it is never repeated. Further, we are also sorry for not providing you with a restful night. We will pass on these notes to our respective team for action. Although your experience is not typical, we have room to improve, and you have our assurance that we will. P... read more

Business response:

Dear Stanley, Thank you for your feedback. We are sorry about the issues with the pillows and the early check-in request. We strive to accommodate all guest needs and will address these concerns with our team. Additionally, we appreciate your comments on the breakfast options and will review them to improve our offerings. Your comfort and satisfaction are important to us, and we hope you might consider staying with us again for a better experience. Thank you for bringing these matters to our attention.Sincerely,Hotel Managem... read more

Business response:

Dear Monica, Thank you for sharing your experience on your recent visit to our hotel. We are sorry about the inconvenience caused and certainly understand the frustrations of not meeting your expectations. Our dedicated housekeeping team works hard to keep the room updated and checked thoroughly before delivering it to the guest, but we will discuss this with them to review any missing spots and make improvements. Our expert team is already at work to ensure the seamless delivery of the best hotel experience. Considering our... read more

Business response:

Dear Claudia, Thank you for reviewing your time with us during your recent visit to our hotel. Providing clean accommodation is always our priority. Please accept our apologies for your disappointment with the concerns overlooked in your suite during its preparation. We will address this with our housekeeping team, who is already at work, to ensure everything is in order. Also, we will instruct them to recheck the rooms before delivery. Your feedback is vital, as our hotel always prioritizes customer satisfaction. Please ret... read more

Business response:

Dear Linda, Thank you for sharing your remarks about our hotel. Our aim is to provide the best possible service and accommodation to all guests entering our door. However, we are sorry for the breakfast choices that did not meet your taste. We will share your comments with the respective team for further improvement. Considering this a rare incident, we look forward to welcoming you again on your trip to improve your hotel experience.Sincerely,Hotel Management