Ratings based on 353 Verified Reviews

3.1 out of 5
58% of guests recommend
3.2 Room cleanliness
3.4 Service & staff
3.2 Room comfort
3.2 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from Humble, TX

Would not recommend

Posted Sep 16, 2017
Pros: Close to location I was working at.
Cons: Complete remodel included STAFF
Not so friendly staff. Semi-clean room. Kitchenette with absolutely nothing it. (No dishes, cups, utensils, pots). NO COFFEEMAKER!!!!
Comment from Hotel Management
Sep 17, 2017 by General Manager , Hotel Management
William, it's never our intention to disappoint our guests. I also apologize for your unpleasant experience with our associates. We value your feedback and will use it to make sure so we are more consistent in our service delivery. To ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. I hope you will consider staying with us again as we would welcome the opportunity to restore your confidence in our hotel. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel, GREAT Room

Posted Sep 3, 2017
Pros: The room was great!
Cons: I wouldn't even say there was a breakfast buffet, the granola bars were paper thin and that was it. Yes, there was coffee, but I don't drink it.
Hotel itself was alright. Room however was great! Clean, well layed out, plenty of room just a joy. Wish I'd had more time to enjoy it.
Comment from Hotel Management
Sep 3, 2017 by General Manager, Hotel Management
Thank you for being our guest at Extended Stay America. We are glad to read you enjoyed your time with us and that your well-appointed room made it even more memorable. We will be sure to share your feedback regarding our breakfast offerings with the concerned team as we plan any changes to the same. We appreciate you choosing us and hope to be your first choice every time you visit our area. Sincerely, General Manager
2 out of 5
by A verified traveler from tyler tx

If you can afford it, stay anywhere else

Posted Aug 29, 2017
The entire hotel is smoking. Found at least 3 roaches. Slept with the light on.
Comment from Hotel Management
Aug 31, 2017 by General Manager, Hotel Management
Thank you for taking the time to give us your constructive feedback. You are absolutely correct to expect a clean, well-maintained property, and I apologize for failing to provide that for you. My staff and I are taking steps to ensure every detail from the first impression to the final will be impeccable and attention to detail. I will share your review with my housekeeping staff. Going forward it will show how proud we are to welcome our guests, and we hope to serve you better on a future date. Sincerely, General Manager
2 out of 5
by Richard

Below Expectations

Posted Jun 7, 2017 on Hotels
Well for starters the advertisement indicates a fully supplied kitchen and all there was were 2 knives and 2 cups. That is not by any means what I would say an average full kitchen would contain. Secondly, there was no indication that there would be a charge to have my room cleaned but luckily I read it on the pamphlet just before the cleaning person was about to begin and told him no thanks! The breakfast that was offered was no more than a serving of oatmeal and coffee, I am not wanting to diet while on my vacation. I expected a better experience but overall I could not wait to leave this room behind in the past.
Comment from Hotel Management
Jun 10, 2017 by Manager, Hotel Management
Richard, I apologize that we failed to provide you an exceptional stay. We are disappointed to know you were not pleased with our kitchen amenities and the breakfast we offer. We would like to inform you that, to ensure cleanliness of kitchenware upon check-in, these items are available at the front desk rather than leaving them in the room. We will also make a note of your feedback as we plan any changes to our complimentary grab-and-go breakfast. I hope you will return so we can make it up to you. Sincerely, General Manager
2 out of 5
by A verified traveler

Convenient location. Cheap cheap cheap facility

Posted Jun 5, 2017
I've stayed at other extended stays that were 10 times better than this one. Avoid this place unless it is about budget and only needing a place to sleep.
Comment from Hotel Management
Jun 7, 2017 by General Manager , Hotel Management
Thanks for being loyal towards our brand. You are absolutely correct to expect a comfortable and stress-free stay, and I apologize we did not live up to your expectations. We will be reviewing our guidelines to provide a much better experience to every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to redeem ourselves on your next visit to our area. Sincerely, General Manager
2 out of 5
by A verified traveler

Anywhere is better!

Posted May 14, 2017 on Hotels
Filthy. Had to ask for a different bedspread due to really bad stains. Called the front desk and they said it would be 45 minutes because they didn't have any clean ones. The tub/shower was so bad that we skipped it. We didn't walk barefoot on the carpet because it was filthy. The sheets were clean and we waited for the clean bedspread before going to sleep. In the morning we woke to find lots of small black bugs crawling on the kitchenette sink area. We had no food in the room which could have potentially attracted them. Would never recommend this place to anyone!! We should have, at least, asked for a different room but we were so exhausted from the day that we stayed anyway.
Comment from Hotel Management
May 15, 2017 by Manager, Hotel Management
We're sorry that you had some cleanliness issues with your room, and we agree this is unacceptable. We have already followed up with the head of housekeeping to investigate where we missed a step, and will take corrective action so that this does not happen again in the future. I hope you will give us a chance to impress you on a future visit. Sincerely, General Manager
1 out of 5
by A verified traveler from DFW

Bed bugs and crazy people

Posted May 7, 2017
Pros: Nothing at all, literally.
Cons: Replace staff, ownership, or possibly demolish and re-build.
Location: Location is in a very nice area which is why it is so confusing how bad this hotel was.
The night I arrived it was very apparent why this hotel was so cheap from the parking lot. I took a lot of time finding a parking spot that I was sure was well lit enough to deter any potential burglars, which based off the number of broken car windows in the lot seemed like a real possibility. I entered the room and was immediately disgusted. I pulled out the computer chairs in the room and there was white crusty substances all over the seat on both of them, which definitely appeared to be human and sourced from a passionate experience. Next I went to the bed and pulled off the covers. The sheets were stained (looked like someone tried to clean them but you can only clean colored stains like this so well) and there were two little brown bugs on the bottom of the pillow. I was really upset because googling "bed bugs" looked like what I found. I went out and immediately bought new sheets at Wal-Mart. It helped for a bit but a few days later I was covered in bed bug bites. Getting home was a huge relief but we are very worried that the bugs travelled with my luggage and such so we are still paranoid.
Comment from Hotel Management
May 10, 2017 by General Manager, Hotel Management
Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed.
3 out of 5
by A verified traveler

Cleanliness issues

Posted Apr 29, 2017 on Hotels
The staff were very helpful and friendly, however the room had several cleanliness issues. The bathtub was extremely dirty. There were orange stains in the bottom and black mold throughout most of the tile in the shower. The toilet paper roll was missing so the toilet paper just sat on the counter. The fridge started leaking on the floor the morning we left. The lobby always smelled funny, typically of smoke or covered up smoke.
Comment from Hotel Management
May 1, 2017 by Manager, Hotel Management
Thank you for your comments regarding your visit. Good service and comfortable facilities for every guest is our highest priority so we are disappointed to learn that your experience with us was not to your satisfaction. We have shared your feedback with our housekeeping staff so that we can provide a much better experience to our future guests. We would like the opportunity to redeem ourselves and improve your overall opinion of our hotel. Sincerely, General Manager
3 out of 5
by YEN-WEN

Posted Apr 24, 2017 on Hotels
Comment from Hotel Management
Apr 25, 2017 by Manager, Hotel Management
YEN-WEN, thank you for your visit. We are glad to see you had an overall good stay, but I am sorry for failing to meet all of your expectations. It was good to have you here, and we hope you will give us another chance to provide you with a better experience. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from austin texas

Nice staff,very clean ,great location

Posted Apr 22, 2017 on CheapTickets
This property is well Maintained and clean. The location is in a nice area. Usually I don't like taking my dog out for walks if it's dark but I never felt uneasy Or unsafe no matter what time of day or nite it was..The staff is very nice,friendly,and cool! The beds are comfortable and rooms were clean and pest free. No weird smells in hallways like some locations! Excellent choice for guests that Are looking for a place to stay for month or longer
Comment from Hotel Management
Apr 24, 2017 by General Manager, Hotel Management
Yolanda, thank you for choosing Extended Stay America - Austin - Northwest - Lakeline Mall. We are delighted to note that you enjoyed our service, clean facilities, and location. We appreciate you recommending us and hope to serve you again! Sincerely, General Manager