Extended Stay America - Austin - Arboretum

10100 N Capital Of Texas Hwy | Austin, TX 78759-5929  [SEE MAP]Austin, TX  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 1

Very Rude Front Desk Staff

Aug 15th, 2020

First let me say I used to own a hotel and I NEVER write reviews because I know how it feels, but the service here is just so terrible I couldn't help myself. I'm sure the owner/manager won't care but this makes me feel better. So I start a new job in Austin on Monday and although I bought a house here, I will not close for another two weeks so I needed a place to stay. This location is 3 minutes from my new job so I chose it for convenience. When I made the reservation, although I called the number for this particular location, when I arrived they had no reservation for me. When I produced my confirmation number, they still couldn't find the reservation. The front desk person could not have cared less that I had a confirmation number nor did she try and help me figure out what happened. She refused to call the reservation department saying they wouldn't tell her anything. I called the local number again and it went to a call center. After fifteen minutes they confessed they had made my reservation at an Extended Stay across town. So then I had to wait on the line for them to change the reservation and wouldn't give me the same rate as I booked over the phone. When I pushed back, they found some discount they could apply and they made the change. After another ten minutes they had the reservation at the correct location. It was a mess and staff was not AT ALL helpful. To add to the fun, when I made the reservation, I was told them room was complete with dishes, pots and pans and a coffee maker. When I got to the room it had nothing. When I called to inquire, again I got rudeness. They gave me a coffee maker that was sealed in a plastic bag saying it have been sanitized and cleaned, one plate, one fork, one bowl, one knife, and a plastic cup. When I started to set up coffee for the next morning, I opened the drawer to put in the coffee and there was molded old coffee and a filter in the still in the drawer. So much for sanitizing. So I scrubbed until my hands were tired. Later when I left I stopped at the front desk to explain and all I got was an "I'll tell the manager." Again for the great customer service. And to top it all off, after three days I asked Diamante, the front desk person, for new towels and she looked at me like I was crazy and didn't speak. I asked if I was bothering her and she said she was thinking. Difficult decision I guess. replacing dirty towels in a hotel. What a novel dilemma. After she finished thinking, she said I couldn't get new ones until I put the dirty ones outside the door, pretty much accusing me of trying to steal their thread bare cheap hotel towels. And...they clean the rooms once every two weeks. I promise you I will not be here to get my room cleaned. And just to ice the cake, they ration trash bags. They said I get six in the bottom of my trash can, but when I checked I had two. You have to take a trash bag out of the bottom of the trash for the dirty linens. When l asked for more, I was asked, again by Diamante, "how many?" I just threw out a number of six and she painstakingly counted out the exact amount. So disappointing. Especially during this time when they should be begging for customers, they treat the ones they have like they could care less. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Not a Good Experience

Jul 26th, 2020

I stayed here 2 months ago and things in the room were broken, lamp, light bulbs did not work, also window would not open. When i complained to front desk she said I was lying, then i wanted to stay here again yesterday and they sent me a coupon on my email for 25% less for my stay. I got there 3:30 pm and a woman jumps out of a white car, (black woman) who says she is the manager, she tells me I can't stay there because i said that they were the N...... word. She is crazy, i never said that at all. I complained about some things at the motel and i said all they have is black woman working at the front desk, So they LIE and make up things. They are people who are racist and don't like white people. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Hotel stay

Apr 22nd, 2020

We enjoyed our stay for our anniversary celebration. manager and staff was very kind. Room was clean the hotel was neat clean and organized. We would stay here again neighborhood was a nice area also. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Great Front Desk Service / Jordan

Apr 14th, 2020

Jordan thank you for your sweet smile , and your happy attitude which changed our experince at the check in from uncomfortable process to a nice happy process , Jordan conversation with us make it all ok. what make a hotel have great reviews is the experince that what we are as Guests take with us when leave and we could share with the world, thank you again Jordan, your managers lucky to have you. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2


Dec 10th, 2019

Notwithstanding that an extended stay property may mean fewer amenities, this property provided a less-than-expected stay. The property has some deferred maintenance issues that need addressed, but overall the staff provided Luke-warm reception, preceded by the clarifying statement that you are acknowledging that daily room service is not provided. Lesson to self: read the fine print if booking wedding anniversary and potential relocation opportunity to your spouse...don’t stay here. TRIPADVISOR.COM USER 

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