Extended Stay America - Austin - Arboretum

The location is perfect, our suite (they upgraded us) was lovely and we had a terrace! WOW. The staff is wonderfuly patient and helpful (don't think any of them ever sleep). Wish I could of stayed longer - next time. the new manager she is great .

I was disappointed with the housekeeping. Because of Covid they are only doing housekeeping every 2 weeks. So, when housekeeping did clean my room after 2 weeks, she didn't clean the bathroom or Kitchen. I was told they don't clean the kitchen, because I cook there. (OK?) They did come back and clean the room again at my request after 2 days, and did a great job that time. Another inconvenience was so far a month into my stay, they have 4 washers, but only 2 of them have been working. I would really recommend they get all of those working in a hotel of this size.

Good location and value for money, very well satisfied very good rooms clan very good staff very friendly and caring I would stay again. Would recommend for people on a city break as walking to distance to many of the Austin sites.

staff very helpful, and kindness- kindness goes both ways, I did not had any problem communicating with staff, because I made sure I would be clear with my requests, they help me any which they could timely,

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.