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Reviews of Extended Stay America Select Suites - Austin - Northwest

2.5 out of 5

Reviews

5.2
Rating 10 - Excellent. 82 out of 464 reviews" "
Rating 8 - Good. 64 out of 464 reviews" "
Rating 6 - Okay. 64 out of 464 reviews" "
Rating 4 - Poor. 63 out of 464 reviews" "
Rating 2 - Terrible. 191 out of 464 reviews" "

5.6/10

Cleanliness

5.6/10

Staff & service

4.2/10

Amenities

5.6/10

Property conditions & facilities

4.4/10

Eco-friendliness

Reviews

10/10 Excellent

Donnesha

Stayed 27 nights in Feb 2024

6/10 Okay

Thomas, Winnipeg

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
It is a low cost clean accommodation. However, the check-in is not at a front desk, but a desk behind a steel shutter that closes at 10 PM. We were, however, able to get the attention of night staff when we checked in at 10:10. The security is better than any other hotel, you can't even get to the elevators without a key card. There was a ruckus on the hall and staff were fast to quell this issue.
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 5, 2024
Dear Thomas, Thank you for reviewing our hotel. It is nice that you had a satisfactory time. We appreciate you pointing out specific items you loved and areas where we can improve. We are evaluating the instances you mentioned as we are committed to offering better service for our guests. Your remarks are shared with our team for improvement, as we want our guests to have a perfect hotel experience while with us. Please return, and we welcome you for a better experience.Sincerely,Hotel Management

4/10 Poor

Kenneth

Stayed 1 night in Mar 2024

2/10 Terrible

billy

Disliked: Amenities
Stayed 14 nights in Dec 2023

10/10 Excellent

Amy M

Stayed 4 nights in Nov 2023

2/10 Terrible

Stacey

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst Experience Ever
Check in went fine. However once we got to the room it was not clean, there were drugs (not much but still) left in the top drawer of the dresser as well as the previous occupants clothing, no washcloths, and no remote for the TV. There were roaches crawling around in the hallway, thankfully we didn’t see any in the room. When we brought up the situation with the remote the employee was aggravated and not very nice, but we did get a remote for the tv. When we brought up not having washcloths in the room (so we could even clean it ourselves) the employee said they’re running low and couldn’t give us any. These are just the main complaints I have. We will not be staying at this location or any other location. Definitely the worst experience I have ever had.
Stayed 2 nights in Nov 2023
Response from Hotel Management on Nov 7, 2023
Dear Stacey, Thank you for taking the time to write a review. We take guest feedback seriously, as it allows us to continue to improve our guest experience. We appreciate your review and will be taking the necessary steps to ensure the issues you described do not occur in the future.Sincerely,Hotel Management

2/10 Terrible

Bonishia

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Upon checking in, other guest complained about unresolved maintenance issues. No air. Front desk attendance not present.
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 5, 2023
Dear Bonishia, Thank you for choosing us and sharing your feedback. We apologize for the inconvenience you experienced during your stay. We appreciate your feedback, as it helps us identify areas for improvement. Please rest assured that we take these concerns seriously, and we will work diligently to address and resolve any maintenance issues to enhance the overall guest experience. Thank you for sharing your observations, and we hope to provide a more comfortable stay should you choose to return.Sincerely,Hotel Management

4/10 Poor

Rick

Disliked: Property conditions & facilities
Stayed 1 night in Oct 2023

2/10 Terrible

Hernan Dario

Business traveler, Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Pésimo, horrible ! Tengo imágenes de la habitación como la entregaron sin tendidos de cama, la nevera no servía, el baño con 1 rollo de papel toilet para una estadía de 4 días, nunca tuvimos housekeeping, ni amenities, la persona de la recepción nunca nos resolvió nada. No lo recomiendo JAMÁS.
Stayed 4 nights in Oct 2023
Response from Hotel Management on Oct 24, 2023
Dear Hernan Dario, We apologize for the issues you experienced during your recent stay with us. Your feedback is discussed with our housekeeping and maintenance team to ensure rooms are thoroughly cleaned and inspected before allocating them to future guests. Although your experience is not typical, we have room to improve, and you are assured that we will. We welcome the opportunity to prove ourselves again as your trusted hotel while in the city.Sincerely,Hotel Management

2/10 Terrible

Maricarmen

Business traveler, Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
One of the worse hotels that I did stay in my life , extremely dirty , they didn’t have a curtain in the shower , floor super dirty and when I did try to put my clothes into the drawer, it was super dirty inside , here I’m sending some photos , and also you can hear all the noise from the cars on the street , super bad experience !!😡
Stayed 3 nights in Oct 2023
Response from Hotel Management on Oct 24, 2023
Dear Maricarmen, Please accept our sincere apologies for not meeting your expectations. Cleanliness is a top priority for all our employees, and we take these issues seriously. We will address this matter with our head of housekeeping and with the department associates to ensure this is resolved. We appreciate your patience and for bringing this to our attention. We would welcome another opportunity to show you the outstanding stay you deserve, and we do hope to welcome you back again soon. Sincerely,Hotel Management

4/10 Poor

Verified traveler

Business traveler
Liked: Cleanliness
Disliked: Staff & service, room comfort
Unwelcome
I’ve never met a staff, nor seen a building designed to be less welcoming of their customers. If you arrive early, there’s no place to wait or sit until time to check-in, and staff is unapologetic about that. The building and rooms feel cold like cinder block style dorm rooms. When it’s time to check in, be sure to have all your documents in order to be scrutinized; they seem to be looking for a reason to turn away guests.
Stayed 2 nights in Oct 2023
Response from Hotel Management on Oct 22, 2023
Dear Guest, Thank you for the review and for staying with us. Warm, thoughtful, and attentive service is a top priority; therefore, we apologize if our associates did not show this to you during check-in. You have our assurance that this is not typical of our hotel, as we strive to provide an exceptional experience to all our guests. Please know that this will be addressed, and we are grateful for your feedback. We would love the opportunity to welcome you back and provide you with the perfect stay you deserve.Sincerely,Hotel Management

10/10 Excellent

Omar

Stayed 2 nights in Oct 2023

8/10 Good

Crystal

Liked: Staff & service, room comfort
Stayed 2 nights in Oct 2023

2/10 Terrible

Grace O

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
All around horrible stay and experience with this hotel and the staff. Several issues were brought to the attention of the staff and none of them were addressed (no shower curtain in the room, missing towels, no soap available, the list goes on). After communicating concerns to not just the on-site staff but the corporate customer service, the issues still have not been addressed. Even after speaking to Expedia, they were unable to reach a staff member to speak to about the issues. So disappointing.
Stayed 3 nights in Oct 2023
Response from Hotel Management on Nov 6, 2023
Dear Grace O, We sincerely apologize for the troubles you encountered during your stay. It's disheartening to read that your concerns were not promptly addressed. This does not meet our usual standards of service, and we understand your disappointment. We take your feedback seriously, and we'll be investigating these issues to ensure that they do not recur in the future. We value your business and would like the opportunity to make it up to you. Please consider allowing us a chance to welcome you back so we can demonstrate our commitment to providing exceptional experiences.Sincerely,Hotel Management

4/10 Poor

Tina

Business traveler
Disliked: Room comfort
Poachers
Went to bed. Got up to use the restroom. Turned the light on, I didn't know the room was already "occupied" ..killed the "2 occupants" and used my travel lysol to spray all hidden areas. Could not go back to sleep after that. That was in room 101. Left early.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 17, 2023
Dear Tina, We take comments such as this seriously, so we thank you for providing the information. We are sorry for the disturbances you reported and assure you we do everything possible to discourage their entrance to our hotel. Our pest control provider services the hotel regularly, and we will ensure procedures are being followed to prevent any future issues. We will take proper action, and we hope you will revisit and allow us to give you the outstanding experience for which we are known.Sincerely,Hotel Management

8/10 Good

michael, katy

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Nest clean simple convenient reasonable price.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 15, 2023
Dear Michael, Thank you for staying with us at Extended Stay America. We strive to provide excellent value for our guests with our amenities and clean suites, as well as our friendly and efficient staff, who are always happy to assist in making your stay outstanding! Thanks again for staying with us; we hope to see you again soon. Sincerely,Hotel Management

2/10 Terrible

Brian

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
To begin, theie was a situation before ww arrived that they were correcting. Worker at front was very professional and respectful so did not mind wait. Once my turn we recrived keys and went to room. Room was not ready for us. No comforters on beds, no pillows and most disturbing were the roaches. They were in the bathroom, litchen area and then on the blanket. Pillows in room, once we found them, were stained. Overall, very unclean. Friendly staff did all we asked to help make better but just couldn't take the roaches. Too much there. We were told we could get a full refund and chose to leave.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 9, 2023
Dear Brian, We deeply regret the experience you encountered during your stay with us. Your comfort and satisfaction are our top priorities, and we fell short in meeting those expectations. We sincerely apologize for the cleanliness issues and the presence of pests in your room. This is certainly not the level of service we aim to provide. We appreciate your patience and understanding, and we've shared your feedback with our team to ensure improvements are made. If your travels bring you back to the area, we hope you will consider giving us another chance to provide you with a more pleasant and comfortable stay. Your feedback is invaluable to us.Sincerely,Hotel Management

10/10 Excellent

Yakshia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved everything
Stayed 2 nights in Sep 2023

10/10 Excellent

Phillip

Great Hospitality
Stayed 14 nights in Sep 2023
Response from Hotel Management on Sep 27, 2023
Dear Phillip, Thank you for being our guest and for taking the time to review your experience at Extended Stay America. It's so nice to know you found your suite comfortable. We work hard to exceed our guests' expectations and are committed to providing outstanding hospitality. We enjoyed having you as our guest, and we hope to see you again on your next visit. Sincerely,Hotel Management

10/10 Excellent

TomikA

Stayed 7 nights in Sep 2023

4/10 Poor

Johnny

Disliked: Cleanliness
My room was not clean and a lot of the stuuf was rusted their were roaches
Stayed 2 nights in Jun 2023
Response from Hotel Management on Jun 24, 2023
Dear Johnny, Thank you for taking the time to share your review with us. We apologize for the condition of your suite and any oversight in our hotel areas. Our promise to our guests includes a commitment to providing a clean and well-maintained environment, and we are very sorry that did not happen when you were here. Remedial steps within our housekeeping department are underway to ensure this does not happen again. Please know this is not usual for us, and we hope you give us another chance on your next visit to Austin.Sincerely,Hotel Management

4/10 Poor

Holly

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The only good thing about it was it didn’t smell like smoke. Less than par for everything else
Stayed 3 nights in Apr 2023
Response from Hotel Management on Apr 20, 2023
Dear Holly, Thank you for reviewing your stay. We are happy your overall experience was pleasant. However, we apologize for the issues which kept it from being perfect. We appreciate you choosing our hotel, and we hope you will allow us another opportunity to show you the outstanding experience we strive to provide every guest.Sincerely,Hotel Management

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nasty & Horrible "hotel" DO NOT STAY HERE
The hotel was incredibly dirty. The hotel staff did not have shoes, there was no regular cleaning staff, and the front desk did not have any clerks besides the first night we arrived. The sheets were stained, the bathroom was not clean, and the blankets had cigarette burn holes in it. I had to purchase cleaning products, towels, and blankets to make my stay livable because the other hotels in this area were completely booked. This hotel was not in the safest area of Austin and I highly recommend not staying here even if you are trying to save money. I have stayed in hotels with this rating before and it was not nearly as bad as this.
Stayed 3 nights in Apr 2023
Response from Hotel Management on Apr 20, 2023
Dear Guest, Thank you for being our guest. We sincerely apologize for these issues that impacted your stay. Our priority is to take care of our guests, so please be assured that we will follow up regarding these matters and take appropriate action to ensure a more wonderful experience for every guest entering our doors. We hope you will return so that we can provide you with a better experience.Sincerely,Hotel Management

2/10 Terrible

Lisa

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
They xcld my room. Hotel was dirty, teash piled up outside. Terrible encounter.
Stayed 2 nights in Apr 2023
Response from Hotel Management on Apr 18, 2023
Dear Lisa, Thank you for sharing feedback about your recent stay. We know a fresh, clean hotel sets the tone for a wonderful stay; therefore, we sincerely regret this was not your experience. Our hotel is committed to ensuring cleanliness to all guests, and we will ensure this is addressed appropriately. We hope you will return on your next visit to the area so we can show you our commitment to outstanding experiences. Thank you again for your feedback. Sincerely,Hotel Management

2/10 Terrible

Helena

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Apr 2023

4/10 Poor

Verified traveler

Disliked: Staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Apr 2023

10/10 Excellent

Dalia

Good
Response from Hotel Management on Apr 4, 2023
Thank you for being our guest and for taking the time to review your experience at Extended Stay America. It's so nice to know you found your suite comfortable and that you were pleased with the exceptional service from our staff. We work hard to provide high service levels, so we will share your compliments with our team to let them know their efforts are appreciated. Thank you for choosing our hotel, and we look forward to welcoming you back soon!Sincerely,Hotel Management

2/10 Terrible

Naresh

Stayed 1 night in Mar 2023

2/10 Terrible

Wendell

Stayed 1 night in Mar 2023

4/10 Poor

DS

Business traveler
Liked: Staff & service
Disliked: Cleanliness, amenities
The ladies at this ESA are great! That guy that did our checkin (ridiculous) !!! Not only I DID I NOT GET the room I reserved. to add insult to injury i was killing roaches the whole time! Disgusting !! I left!
Stayed 2 nights in Mar 2023
Response from Hotel Management on Mar 23, 2023
Dear DS, Thank you for taking the time to write a review. Your Feedback is important to us, as it allows us to continue to improve our guest experience. We are deeply sorry the front desk staff was not as responsive as they should have been and encountered issues with cleanliness. We aim to follow up immediately and resolve everything to your total satisfaction. We appreciate your review and will take the necessary steps to ensure the issues you described do not happen again. We hope you will come back soon and let us show you the hospitality we are known for providing. Sincerely,Hotel Management

6/10 Okay

Maria

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No breakfast & scared to go outside at night
Stayed 2 nights in Mar 2023
Response from Hotel Management on Mar 21, 2023
Dear Maria, Thank you for evaluating your stay. We are happy your overall experience was pleasant. However, we hope you will accept our apologies regarding our breakfast. We value your feedback and strive to improve our guest experience. We will address this appropriately, and we thank you for your patience. It was a pleasure hosting your visit, and we hope to accommodate you again soon.Sincerely,Hotel Management

10/10 Excellent

Carl For

Business traveler
Liked: Cleanliness, staff & service
Stayed 6 nights in Mar 2023

2/10 Terrible

Tim

Stayed 3 nights in Mar 2023

8/10 Good

Tamera

Liked: Cleanliness, amenities
Stayed 2 nights in Mar 2023

2/10 Terrible

Isora

Business traveler, Traveled with partner
Disliked: Cleanliness
I couldn't sleep in those 3 nights due to the invasion of many cockroaches. Very dirty all areas.
Stayed 3 nights in Mar 2023
Response from Hotel Management on Mar 19, 2023
Dear Isora, Thank you for staying with us. We were sorry to read about your experience. We follow the most rigorous industry standards regarding our rooms' cleanliness and pest control, but the room you occupy will be professionally inspected and treated as a precaution. We have also shared your feedback regarding cleanliness with our housekeeping team to ensure this does not happen again. We look forward to having you stay with us again so we can provide you with the flawless visit you deserve.Sincerely,Hotel Management

10/10 Excellent

Erma

Stayed 1 night in Mar 2023

4/10 Poor

Ahmad

Business traveler
The room had too many cockroaches, it doesn’t had
The room had too many cockroaches, it doesn’t had breakfast, also I doesn’t had hair dryer.
Stayed 2 nights in Mar 2023
Response from Hotel Management on Mar 18, 2023
Dear Ahmad, Thank you for your recent stay at our hotel. We appreciate you taking the time to post your review, as we genuinely value our guest's comments and opinions. We are sorry to read you had several issues during your stay, and we are grateful for your patience. We want an opportunity to show you the hospitality for which we are known, and we hope you will return the next time your travels bring you this way.Sincerely,Hotel Management

2/10 Terrible

juan

Traveled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
dirty room blood stains hair smell
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 14, 2023
Dear Juan, Thank you for staying with us, and we sincerely apologize for the housekeeping issues you encountered. We regret any oversights in preparing your room. We are dedicated to providing every guest with a fresh, clean suite; therefore, we are disappointed this was not your experience. We will certainly address this with our team, and we hope you will give us another opportunity to show you the flawless, outstanding experience you deserve. Thank you again, and we wish you all the best.Sincerely,Hotel Management

2/10 Terrible

Nina, Houston

Traveled with family
Disliked: Staff & service
When I arrived to check in there was a sign saying they had no more rooms - despite the fact I had confirmation and had paid in advance via Expedia.The clerk was leaving for the evening and confirmed no rooms were available. He and his 3 friends were standing in the entryway laughing as he told us there were no rooms and telling us ‘good luck’,
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 14, 2023
Dear Nina, Thank you for sharing your experience. We are also sorry for the issues you experienced with the front desk. We are looking into the matter to see what went wrong because a confirmed reservation is always confirmed. We will take appropriate measures with our team members and train them to handle such situations better. Thank you for taking the time to leave this review; we wish you all the best.Sincerely,Hotel Management

4/10 Poor

Mauren

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023

2/10 Terrible

Stephanie

Stayed 1 night in Mar 2023

2/10 Terrible

Adolvin

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
When I checked in I did not have a reserved room because Expedia is renting rooms that are not available
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 13, 2023
Dear Adolvin, Thank you for reviewing our hotel. We are sorry to read about your experience regarding the reservation. Feedback such as yours helps us identify areas where we can improve. Please rest assured we have discussed your comments with our team members so we can provide you with a much more satisfying experience in the future. Thank you!Sincerely,Hotel Management

6/10 Okay

Joe

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The room had pests and it wasn’t cleaned very well. This was a first for this type of experience for me l had trouble sleeping and only stayed because other hotels in the area were all booked. It was very disappointing.
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 13, 2023
Dear Joe, Thank you for staying with us. We were sorry to read about your experience. We follow the most rigorous industry standards regarding our rooms' cleanliness and pest control, but the room you occupy will be professionally inspected and treated as a precaution. We have also shared your feedback regarding cleanliness with our housekeeping team to ensure this does not happen again. We look forward to having you stay with us again so we can provide you with the flawless visit you deserve.Sincerely,Hotel Management

2/10 Terrible

Nasser

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Didn’t find the room we originally reserved and gave us a different room with same rate even tho it’s supposed to be cheaper , room dirty and smells bad , no shampoo, TV doesn’t work , windo doesn’t close .. horrible
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 11, 2023
Dear Nasser, Please accept our apologies for any disappointment you felt during your stay. Providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. We do hope to have the opportunity to regain your trust and welcome you back the next time your travels bring you to the area.Sincerely,Hotel Management

2/10 Terrible

Akshay

Disliked: Cleanliness, staff & service, property conditions & facilities
They canceled my booking without informing me
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 11, 2023
Dear Akshay, Thank you for posting a review of your recent stay with us. We were disappointed to read about your experience and apologize for the issues you had with your reservation. Please be assured we will take appropriate action where necessary to serve you in the future better. Thank you again for your candid feedback. We would love to make it up to you and hope you will consider a return visit.Sincerely,Hotel Management

2/10 Terrible

Clinton

Stayed 1 night in Mar 2023

2/10 Terrible

Brian

Stayed 1 night in Mar 2023

4/10 Poor

Verified traveler

Disliked: Property conditions & facilities
Locked Out
My door lock wouldn't unlock when I arrived, and a staff member had to unlock it for me. They then replaced the battery. But the next evening, the same thing happened. What would have happened had I arrived back after the front desk closed at 10pm? Sleeping in my car? I know you get what you pay for, but basic maintenance is something that every hotel should offer.
Stayed 2 nights in Feb 2023
Response from Hotel Management on Feb 28, 2023
Dear Guest, Thank you for being our guest. We apologize for the inconvenience you faced during your stay. We have taken note of the concerns you raised as we continually strive to ensure a perfect visit for every guest. Hopefully, we will have the opportunity to make it up to you on a future visit. Thank you again; we wish you all the best with your travels.Sincerely,Hotel Management

4/10 Poor

TAMARA, MCKINNEY

Disliked: Amenities
No amenities- not even a trash can or bar of soap Very scary clientele
Response from Hotel Management on Feb 14, 2023
Dear TAMARA, Thank you for being our valued guest and posting your remarks online. We never want to disappoint our guests, so we are sorry you were unhappy with your room amenities. Since we are not a full-service property, we offer limited amenities in our rooms. We welcome you to reach out to our front desk at any time for items you need to make your stay more comfortable; we are always here to help. We hope to see you again.Sincerely,Hotel Management

2/10 Terrible

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
#BatesMotel
The staff were friendly enough but i do not suggest this hotel to anyone. The first room they put me in was the most disgusting off putting space i have ever paid to wak in to. It was so bad i refused a 2nd room and left after getting a refund. I felt very unsafe and uncomfortable with my son.This hotel is for people with addiction and serious life issues.
Stayed 5 nights in Feb 2023
Response from Hotel Management on Feb 13, 2023
Dear Guest, Thank you for your candid review; we apologize if your stay was anything other than perfect. Your experience differs from our usual performance, and we regret not meeting your expectations. The care of our guests is of utmost importance to us. We are looking into this matter and hope to see you again so we can make a better impression. Safe Travels.Sincerely,Hotel Management