As I get ready to move into my new home in Austin, I would like to take this time to thank each of the staff members for making my last 8 months here a wonderful experience. The manager Imelda Ball has done an incredible job at Austin Metro. With the exception of the "New" assistant manager Laura Miller, I want to say that my stay at Extended Stay has been pleasant. For some reasons beyond my control, Mrs. Miller has tried to make my stay here a living hell. I know for a fact that her title as Assistant General Manager(A.G.M.) has went to her head, yet she has lacked the skills & the professionalism plus maturity to do the job. Before she arrived at this hotel, the staffs moral was at all time high. When she's on duty, it's like a ghost town because no one wants to interact with her. It's very unfortunate that the customers & staff has had to put up with her lies. Otherwise, I truly believe that this place is one of the best places to stay in Austin. Thank's Imelda & Mr. Tex, Ken, Chelsea, Jesse, Rudy, Claudia, Jessica, Angie & the great customers for helping to make my stay here a blessing. Have a glorious New Year.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 4, 2013
I recently received a copy of your review of the Extended Stay America Austin Metro. Our company prides itself on excellent guest service, so it was gratifying to read your feedback about some of our staff. I would like to give you my most heartfelt apology regarding the part of your stay that was not satisfactory. I truly understand your aggravation and the inconvenience you experienced. The circumstances you have detailed are, of course, unacceptable and highly regrettable. It is our goal to provide a pleasant and relaxing environment where our guests can feel at home when they're away from home. And we recognize that in order to achieve that goal, we must provide outstanding service. It is not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely staisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page).
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.