This profile has been claimed by the business owner or representative.
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 |
There were roaches in the room and NO HOT WATER FOR showers. One guest was able to take a shower BUT no one after that. We told the desk clerk at check out (due to checking in late and just wanting to go to bed) and said manager wasn’t here and would have to call us. No one called yet!! We would like a refund of some kind. That was ridiculous.
Business response:
Cheryl, thank you for being our guest. We sincerely apologize for the situation you described. You are absolutely correct to expect a comfortable, and clean environment when staying with us. Although we treat regularly, to uphold our company's high standards, we have contacted our pest control provider to address the issue as quickly as possible. Thank you for bringing this to our attention. We work hard to make our guests happy, and we obviously failed in this case. Also, we have alerted our maintenance team about the showe... read more
First off i woke up at 6am to be at my appointment at 7am and there was No Hot water for my shower. The shower sprayed water everywhere. The know for the shower came off in my hand. Took food out the refrigerator to warm up for breakfast left it on the counter while i was in the bathroom to my surprise roaches were all over it😡😡. Because i was pressed for time i didnt get to complain before leaving. I dont know if the issue was i was in the studio room with kitchen. I was very disappointed. Choose wisely
Business response:
Thank you for your review. We are sorry for the issues you encountered with the shower and for the insects in your suite. Our pest control provider has serviced the hotel, and we are working with our housekeeping team to ensure procedures are being followed to prevent such issues in the future. We hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management
Typical room amenities not available as in cups, ice machine, iron etc. This made for our stay somewhat uncomfortable.
Business response:
Lisa, thank you for being our guest. We are sorry to know your room did not have the amenities you needed. Kitchenware for your suite is also available and kept at the front desk, and our team gladly delivers these items to your suite. We have shared your comments with our team to ensure clear communications going forward. We encourage you to try us again as we are confident you will have a better experience. Sincerely, Hotel Management
I've experienced worst customer service there. No explanation for the facilities, breakfast, etc. Wow, very disappointed. Never going back there.
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 obviously 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
The bathroom was dirty, there was no water pressure and very limited hot water
Business response:
Thank you for being our guest. We are sorry for the issues you faced in your room. Your feedback has been relayed to our housekeeping team, and we will make sure steps are taken so this doesn't happen again. We understand the frustrations you experienced and appreciate your patience. We hope you will accept our apologies and consider staying with us again. Sincerely, Hotel Management
Uncomfortable stay We came in just before 3 pm and they staff was eating in a back room. They wouldn’t speak to us. My guess is because we arrived before our check in time. So we left and came back later. In addition, the room smelled of something damp, the carpet was sticky, and the walls are extremely thin. We could hear everything happening in the next room and hallway.
Business response:
Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We also regret the disappointment you had with our front desk service. We hope you will consider giving us another chance to prove we are up to the task of ... read more
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 2,278 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.