Extended Stay America Select Suites - Austin - Northwest

Business response:

Thank you for your detailed review of your stay, Edwin. We are so sorry that your first experience with us was not the clean, comfortable and exceptional stay that we intended for all our guests. We apologize for the problems with any feelings of uneasiness and the experience that you had while with us. Thank you for sharing your experience with us as we are constantly looking for ways to improve. 

Business response:

Thank you for taking the time to review your recent stay at our hotel. We are so sorry that you did not enjoy you time with us - and wish that our accommodations had better met your needs during this stay. Thank you for letting us know how we are coming across. 

Business response:

Thank you for your feedback. We are so disappointed to hear about the issues that you had with your reservation and that there were no rooms available upon your check-in. This is in now way the impression that we wanted to leave you with and are terribly sorry for any inconvenienced that this may have caused. For any billing issues we strongly encourage you to reach out to the property directly for proper assistance. Thank you for allowing us to host you and we wish you all the best in your future travels. 

Business response:

Thank you for sharing your comments. I’m so sorry to hear about your reservation issues and that we were not able to welcome you for this visit. The last thing we want to do is come across in a way that makes guests feel anything but valued and treasured. We can assure you that we will address this with our team for proper action and resolve in order to avoid these issues for any of our future guests. I hope your future travels are always smooth and truly wonderful. 

Business response:

We are so sorry that your review rating does not reflect the exceptional experience that we intended for you, Jose. Thank you for giving us a chance and we wish you all the best in your future lodging experiences. 

Business response:

Thank you for taking the time to review your stay. We can't apologize enough that you did not enjoy your time with us due to the issues with the overall cleanliness of the room. Our team goes through a rigorous cleaning schedule and we are disappointed to see that this was not your experience. We want you to know that we will speak to the property directly in order to improve in this area for all our future guests. Best wishes in all your future travels. 

Business response:

Thank you for your feedback, Nathan. We are terribly sorry that this was your experience, and that we could not host you due to the maintenance issue with the water during the storm. The safety and health is top priority for all our guests and we are so sorry that a difficult decision had to be made in order to keep everyone safe. Thank you for sharing your rating so that we can continue to improve. 

Business response:

Oh no --- I’m so sorry a room was not available. That was not the first impression we were aiming for and we are so disappointed to hear that you got a bad impression of our hotel before you even got to stay with us! I apologize for the great inconvenience this caused you and for the bad impression it left you with. We will use your feedback to help us improve in this area 

Business response:

Thank you for taking time to rate our hotel. We are sorry you did not enjoy your stay with us. We would love the opportunity to show you a much better experience the next time you are in the area.