Extended Stay America - Austin - Northwest/Arboretum - The Domain in Austin

Save yourself, and do not stay here. I would have given this 0 stars if Googled allowed me it. Here's why... I informed the front desk that we would be arriving/checking in late and was assured that they could accommodate this need. When we arrived we had to wait outside for a while because no one was at the front desk. Finally, we were let in and informed by the concierge that they lock all the doors because it is an unsafe area at night. Nice that 2 young girls had to wait outside in unsafe conditions. The concierge then informed us that they only have cleaning services once every 2 weeks... Still waiting for someone to fully explain how this hotel is remotely sanitary. Once we arrived in our room, we were quick to find out that it is absolutely not clean at all. White stains were all over the carpet, and although we only were here for 12 hours our socks still turned black. There was no blow dryer which we were promised. Here's the best part, there wasn't any running hot water, and bugs were everywhere. With that being said, after arriving at 2AM and only being there for an hour, we decided to cancel our 5 day long reservation and find another hotel extremely last minute because the conditions were unsafe. Suddenly, all the staff became extremely rude and didn't understand our concerns. Who would want to stay somewhere that has bugs and no hot water?? Additionally, the staff wouldn't give us any solutions because the manager had to be there. The jokes on us because there was no hotel manager that came to work the next day and has simply been unresponsive since the incident, which took place 2 months ago. Once we left, they said they would approve the refund and now they are completely denying everything that happened. Needless to say, if you're going to Austin, it is worth spending more to get a hotel that isn't this place. A run-down brothel would have been safer, more accommodating, and more empathetic for such disgusting circumstances.

I booked this hotel with my two of my co-workers for our work trip. We had to check out the minute we walked into our rooms. The smell of the rooms were terrible and the carpet was sticky and dirty that we couldn't even take off our shoes and walk on it. We left our luggage in the room for 2 hours as we needed time to find another hotel. When we tried to check out they wouldn't give us the refund for that night because we "stayed" there for a few hours...We also tried calling the corporate number and complain but nothing happened... Will never ever come back to this place and for your health and safety, stay away from this place...

We booked this place 3 months in avance. We confirmed and talkked to a receptionist the day we are arrving to let them know we are coming pass midnight. They Charged us for the stay. and when we arrived. nobody was on the lobby!!! there are two other families that had stated they had been waiting and nobody was answering the phone calls for over 3 hrs. They ended sleeping on the lobby. HORRIBLE PEOPLE AND OWNER!!! GREEDY PEOPLE. I hope you experience this as well, heartless humans. I have a kid with me and travelled far. We ended travelling farther out and paid $$$$ for a night due to their carelessness and stupidity, GOT A BED AROUND 3;30AM . NEVER AGAIN I WILL STAY ON ANY EXTENDED STAY, This people should be sued......

After 6 hour drive with 3 kids i had to wait over 2 hours for room to be cleaned was then told room wasnt available after arguing with staff room was suddenly available again. Never got discount that i was told i would get for this trouble

Don’t walk, RUN from this place. Spend the extra money for your own mental health. Stayed here for a 3 week work trip. Here is a list of my review:

- Unclean room upon arrival. None of the desktop surfaces were wiped down (still sticky with food). Found trash under the bed (bed broke, maintenance did not help and we had to fix it ourselves which is why I know about the trash).

- Found cockroaches in the room on the desks.

- Shower drain did not drain when showering upon arrival.

- Will need to call the front desk for maintenance requests 2-3 times in every shift in order to get any maintenance help. (Most times my maintenance requests weren’t even recorded).

- Lied about offering breakfast (take that off your website if it’s not offered).

- Did not change my towels while here. I requested new towels and the staff said none were clean.

- Only cleans room every two weeks, when it is posted they are supposed to come every week.

- There are three washers and three dryers in the entire complex (about 30 rooms per floor, two floors a building, and three buildings), but only one dryer works.

- No remote offered with the TV (small complaint)

- No kitchen utensils and dishes to check out (also take this off your website since you don’t provide this).

- Staff and Maintenance severely unhelpful. Phone to call front desk doesn’t work (will need to hold phone cord in phone to use it). Will need to go to front desk and wait there until someone shows up because they’re either gone or don’t respond.

The only good thing about this place is they are dog friendly.

It’s clear they are severely understaffed and there is no communication between anyone here. Save yourself the stress from this dumpster hole and find somewhere else even if it costs more.

Let me count the ways you should not stay here. It started off with rude and bad customer service. We booked through a third party and made sure they knew we'd be arriving late. When we got there it took forever for someone to let us in. No one answered the phone. Upon checking in we were informed that checking in after 11pm (even after we specified that we would be there later than that) may not be possible. When I tried to ask I was cut off. She would make an exception. We had already paid for a room and no one had called. Nothing was stated in the emails or online. We were then informed of extra fees. She took my card and then made me run it a second time. We'll see how that goes. The entire place reeked of weed. It's supposed to be non smoking. It only matters bc one of us has horrible asthma. The room was gross. Hair, dust, and old food all over. A lack of even the basics. The front desk staff totally disappeared. So, we couldn't even ask for anything. It was supposed to have breakfast but of course it didn't. Just go somewhere else.

I had to stay about a month while I was waiting for my apartment to be ready. No room service or complimentary breakfast provided, despite what the website advertised. Room was not very clean - crumbs and sticky surfaces from previous guests. Sometimes there would be nobody at the desk for long periods of time, which is unfortunate since we had to replace our own towels/bedsheets. The pool was also dirty, so I only went once during my stay. I feel like I overpaid a lot and I am very disappointed. The location was convenient for me which is the only reason I stayed as long as I did. It served its purpose, but I am still upset about how much I overpaid.