I booked a room with 2 double beds and a sleeper through Priceline. Rooms in Austin were high priced because of the United States Grand Prix. When we checked in they only had a room with a king bed. They offered to give us the 2 doubles the second night for free if we would take the king room the first night. We agreed, but the next day they still didn't have a double room so they gave us another king room at no charge. At check out they agreed to not charge for one night, but we had to call Priceline for a refund which was given. The hotel and room were okay. Hot shower and clean linens. The hallway really stunk the first night, but appeared to clear up some with time. Maybe someone cooked something greasy, it is an extended stay place with stove tops. They do offer good friendly service and try to make up for customer's concerns. By the way, this is for Austin Arboretum North, not South.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review of the Extended Stay America Austin - Arboretum - North. Our company prides itself on excellent guest service, so it was gratifying to read your feedback about our staff. I would like to give you my most heartfelt apology regarding the part of your stay that was not satisfactory. Given the nature of our business, oftentimes our guests are not certain of their check-out date when they book their reservation. We work hard to verify whether checked-in guests need to extend their departure date. However, in very rare cases such as yours, an unexpected number of guests extend their stays simultaneously and we are unable to force them to check-out, resulting in an over-booked situation. It's 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 satisfying, 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). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.