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“The lack of hot water in the showers problem has returned to this hotel”

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Extended Stay America - Austin - Arboretum - North
Ranked #151 of 205 Hotels in Austin
Reviewed 5 January 2018

I am not sure why this hotel continually has problems with a lack of hot water in the showers in the winter time; this problem previously existed in 2014 and has now returned.

Either the capacity of their water heating system is poor, calcium has built up in the water heaters not allowing sufficient hot water, (this has to be removed periodically) or possibly their maintenance team does not know how to fix this problem, or maybe a combination of all of these. In my most recent visit, at Christmas time, their was no hot in the shower and after letting it run for several minutes, I basically gave up.

This is totally unacceptable, and at the very least a refund should have been issued. Their is also an issue with mildew in the bathroom area...it's called Tilex guys...try it...and you will find that problem magically disappear within minutes.

I filled out one of their post visit surveys pointed this out, asked for an adjustment, and so far no response. I will not return to this hotel, which I have previously given good reviews to, until it is confirmed repaired. Very disappointed as this is not up to the extended stay standards. If it was the first time maybe, but to repeat an issue that existed almost 4 years ago, speaks volumes.

  • Stayed: December 2017, travelled solo
    • Sleep Quality
    • Rooms
    • Service
Thank MHreviews
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 10 January 2018

We appreciate you being our guest again and thank you for taking the time to share your feedback. It was disheartening to read about the difficulties you experienced, and we apologise for the inconvenience caused. We are looking into this issue and have discussed with our maintenance team to get the problem resolved. Although this was an isolated incident, we do have room for improvement. We hope you will give us another opportunity to have you as our guest so we can replace this experience with a more positive memory!

Sincerely,
Hotel Management

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5 - 11 of 59 reviews

Reviewed 23 December 2017

Closest hotel near my family. Clean room. The staff members were the most helpful people I’ve ever encountered at a hotel! Will definitely be back! Outdoor pool closed and looked small. Parking lot and neighborhood felt very safe. Convenience store and a couple restaurants nearby.

Stayed: March 2017, travelled with family
Review collected in partnership with this hotel
Thank Karen S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 24 December 2017

Karen, thanks for the awesome feedback. We are delighted to know all went great during your stay and that you were impressed with our top-notch service and facilities. It was a pleasure serving you at Extended Stay America, and we look forward to welcoming you back soon.

Sincerely,
Hotel Management

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Reviewed 22 December 2017

great value, great staff. Loved having the pool and next to places you can walk to for food. Cleaning staff did a great job and the front desk was always so friendly and helpful. We would stay again. Even saw deer one morning!

Stayed: September 2017, travelled as a couple
Review collected in partnership with this hotel
Thank Y5131CCjimb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 23 December 2017

Thank you so much for your awesome feedback about Extended Stay America. We are so glad to know you liked our courteous associates and that the great value we offer for the price added to your joy. We look forward to welcoming you again whenever you are back here.

Sincerely,
Hotel Management

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Reviewed 6 November 2017

Only Issue was that the room was not recleaned after exterminating. There were a few dead roaches were in the kitchen area. The staff were friendly and the location was quiet and close to different areas of Austin.

  • Stayed: November 2017, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Extended Stay
Thank daymond m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 7 November 2017

Daymond, on behalf of our team, we appreciate you staying with us and providing a review. Our team is committed to providing clean, comfortable and well-maintained suites for our guests, and we apologize this was not the case during your stay. Please know your feedback has been shared with the housekeeping team to ensure a review of our processes. Thank you for your feedback and we would appreciate the opportunity to welcome you back soon.

Sincerely,
Hotel Management

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Reviewed 28 June 2017 via mobile

Terrible and so dirty!!! The room smelt like moldy laundry there were bugs in the shower, shampoo and lotion bottles in the middle of the floor and I was greeted by 2 spiders in the middle of the night! They put me in the back building no lights around the side it was a sketch place. Wouldn't recommend it to anyone even if you are on a budget.

Stayed: June 2017, travelled solo
1  Thank Haylee F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 29 June 2017

Haylee, we would like to offer our apologies for not living up to your expectations. Our top priority is to provide a clean, fresh accommodation to each guest entering our doors, but we are truly sorry we miserably failed in this attempt. Your concerns have already been taken into consideration by our Housekeeping team in an effort to improve our service moving forward. Please consider giving us another chance so that we can make it up to you on your future visit.

Sincerely,
General Manager

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Reviewed 16 June 2017

The firs room I was checked in to was dirty and the smell was horrible. I was moved to a second room which did not smell but there were still issues with the cleanliness of the room. I would not stay at this location again. The front desk staff was very kind.

  • Stayed: June 2017, travelled on business
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Extended Stay
1  Thank tonicL148UW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 17 June 2017

Please accept my sincere apologies for our hotel not living up to your expectations. Cleanliness is a top priority to all of our employees, and we do not take it lightly. We will address this matter with our Head of Housekeeping and with the department associates in order to ensure changes are made immediately to solve these problems. We hope you will consider giving us another opportunity to serve you in the future.

Sincerely,
General Manager

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Reviewed 3 June 2017

The place serves my needs. I'm not at home and I get that. A little loud with doors slamming and folks outside smoking and talking loud :( My GOV rate was very good and saving $$ for the budget. Convenient to my temp. place of work. Not really pedestrian friendly and traffic kicks up way big 430-6 then pretty vacant. The Domain shopping dist. is near by. A good small local burger joint, pizza parlor and Mexican restaurant and convenience store immediately adjacent to this site.

  • Stayed: June 2017, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Extended Stay
Thank kevinmC4760UT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Austin - Arboretum - North, responded to this reviewResponded 4 June 2017

Thanks for evaluating your stay. We are glad you had an overall pleasant visit and liked our location. That being said, we are sorry for the inconveniences you had while here. Our front desk is available to resolve issues, and I'm sorry we were not aware of the noise problem as we would have been happy to try and resolve the issue or move you to another suite. We hope that you will give us an opportunity to show how much we have improved on a future visit.

Sincerely,
General Manager 

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Extended Stay America - Austin - Arboretum - North

Address: 2700 Gracy Farms Ln, Austin, TX 78758-2964
Phone Number:
Region: United States > Texas > Austin
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Kitchenette Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #151 of 205 Hotels in Austin
Price Range: $105 - $206 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Extended Stay America - Austin - Arboretum - North 2.5*
Number of rooms: 113
Reservation Options:
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Also Known As:
Extended Stay Deluxe Austin Arboretum North Hotel Austin
Extended Stay Austin
Austin Extended Stay

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