Extended Stay America Suites Austin Arboretum South

Booked a room in August for the Austin Film Festival in late October. Was literally in an Uber on the way to check in when this place called to tell me that the building they were going to put me in had been under renovation for a month. Between the film festival and a Formula One event, the few rooms available at other hotels in the area were going for $500+ a night. And I'm stuck in Austin without any other options when a quick email a month ago would've given me enough time to book an alternative at a much lower price. Look at all the reviews for this hotel going back almost 10 years. Check out how many times management has responded with something along the lines of, "I will look into the issue and work with the staff to fix the problem." And yet, the bad reviews continue. If my experience is anything to go by, the management has no handle on the property. If, like me, you think it won't happen to you -- have another option in case you find yourself in a similar situation... or just bypass this place altogether.

Pictures on the Internet don’t match the room and the shower dont not separate from the toilet it’s all one floor and the wall is missing paint and there are dead bugs behind one of the stands meaning no one is cleaning this room to the Fullest and the bed really isn’t big enuff for us because we are big people there are no doors on the closet to hide our clothes

Extended Stay Austin Arboretum South -This is by far the worst experience I have ever had with a company. I booked with Extended Stay over a month prior to the date I needed. This completely unprofessional organization canceled my reservation 40 minutes before check in. 40 minutes! I did not book through *******, or any 3rd party booking site. I booked directly through the company’s website! They just sent me an email stating that my booking was canceled right before check in! After investigation, they informed me that they were “overbooked” due to renovations! Overbooked? I booked a month ago, and this company canceled my reservation right before check-in. I called customer relations, and they told me the GM of this location (Sandra Lopez) would rectify the situation and call me back. Guess what? She never called me. I then call the location to speak directly with Sandra Lopez, and she magically had an “emergency” and had to leave. She would not talk to me. The front desk then said that Sandra had a room for me, but it “booked before the reservation was made.” The front desk worker said she would try to help, had me on the phone for over an hour, and then said that Sandra “had a room for me, told me the location, but I did not make it in time.” This is a complete lie! Sandra would not even speak to me, and then she lied about the situation. I have never been more disrespected, and have never dealt with more unprofessional people in my life! I will contact corporate and post this horrible experience on every single site I can find. Never book with Extended Stay!!What hotel organization canceled a 1-month reservation minutes before check-in? Sandra Lopez NEVER called me, NEVER left a message, NEVER emailed me, nor did anything the Customer Relations said she was supposed to do. I am contacting BBB!

The staff were beyond amazing. My flight was delayed and I would have missed the check in time. Christian and Guadalupe made sure that when I arrived at 2am I would be checked in without issues. The next day I needed some help and Sandra went above and beyond to assist. I enjoyed my stay. Thank you!