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Reviewed June 25, 2017

Just feel like the cleanliness needs to step up. I won't stay here again for that reason. There should have been utensils in the rooms also. I've stayed at extended stays where there's kitchen supplies and this one had none. There's a lingering old smell in the rooms which is not pleasant.

Date of stay: June 2017
  • Trip type: Travelled as a couple
    • Value
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Review collected in partnership with Extended Stay
Thank Natasha D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Metro, responded to this reviewResponded June 25, 2017

Thank you for your valuable feedback as it enables us to pinpoint areas for improvement and better enhance our services. I apologize for the unsatisfactory service you received from our front desk staff. Your comments have been shared with the particular team member as well as our housekeeping staff in an effort to improve our service and facilities. I hope you will give us a second chance to deliver the type of experience you should always expect from our hotel.

Sincerely,
General Manager

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Reviewed June 15, 2017

Receptionist was terrible. She had an attitude the whole time we spoke to her. After walking in to our room we decided not to stay anymore... did not touch anything. I asked for a refund and they would not give it to me bc the room was considered dirty after us stepping foot inside. Worst place ever

Date of stay: June 2017
  • Trip type: Travelled with friends
    • Value
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    • Cleanliness
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Review collected in partnership with Extended Stay
Thank 909johannac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Metro, responded to this reviewResponded June 16, 2017

Johann, we are extremely concerned to read your comments and apologize that our associate was rude to you. This is not the impression that we like our guests to leave with and it is not acceptable. We will redouble our efforts to ensure this does not happen again. We truly hope you will give us another chance to prove we are committed to providing outstanding accommodations and service.

Sincerely,
General Manager

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Reviewed June 12, 2017

We waited in the lobby for 30 minutes to check in while all front desk personnel were involved in an argument with another guest and their bill. When we finally walked into our non-smoking room it reeked of a nicotine smell. The room was dark and dirty. When we pulled the comforter back the sheet was full of dirt (like little kids had been running on it with their shoes on.) When we went to the front desk to complain we waited 15 minutes and then they just handed us new sheets to remake the bed with. The next morning when we went to get breakfast only one small muffin was available and there was no juice. This was a terrible stay.

Room tip: dont stay here
Date of stay: May 2017
  • Trip type: Travelled with friends
    • Sleep Quality
    • Rooms
    • Service
Thank rockchalk1982
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Metro, responded to this reviewResponded June 14, 2017

Thank you for being our guest and providing your feedback. Please accept our apologies for the "unkempt" condition of your suite and the stale smell you reported in your review. Your comments will be shared with our team so we can address these issues immediately. We take great pride in the service, cleanliness and maintenance of our hotel, and we hope this isolated incident will not keep you from returning to enjoy a great experience next time.
Sincerely,
General Manager

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Reviewed June 9, 2017

The pool needs some cleaning, the gate for the pool has to be fixed and the chairs were ALL ripped. We booked this hotel because of the pool and couldn't get it because of the condition. Very disappointed

Date of stay: June 2017
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Extended Stay
Thank E1432UAmariaa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Metro, responded to this reviewResponded June 9, 2017

Thank you for taking the time to write a review of our hotel. We are so sorry for not being able to meet your expectations and truly regret the inconvenience caused. We take your comments seriously and will use them to ensure we consistently deliver a great stay for future guests. Please know this is not usual for us, and we hope you give us another chance in the future.

Sincerely,
General Manager

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Reviewed June 7, 2017

There was a permanent stain on the toilet, blue soap scum on the shower walls, drawer in nightstand next to bed would not stay closed(safety hazard), and sheet on the bed had a large stain. The only reason I rated it a 2(Poor) and not a 1(terrible) is because the lady at the front desk, Mesha, was very helpful. For as much money as was spent on the room I expected a little more. This is definitely a 2 star hotel at best.

Date of stay: June 2017
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Extended Stay
Thank missmail2017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Metro, responded to this reviewResponded June 8, 2017

Thank you for evaluating your stay. We want every guest who stays with us to have a comfortable experience and to depart with a lasting favorable impression. We fell short in making that happen for you, and we are truly sorry. Although your experience is not typical of our service delivery, we obviously have room to improve, and I assure you we will. We truly regret the inconvenience caused, and please give us another opportunity to serve you with the hospitality you deserve.

Sincerely,
General Manager

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