We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Disgusting and lousy hotel.” 1 of 5 stars
Review of Extended Stay America - Austin - Northwest - Lakeline Mall

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 5 more sites!
Save
You added Extended Stay America - Austin - Northwest - Lakeline Mall to your Saves list
Extended Stay America - Austin - Northwest - Lakeline Mall
2.5 of 5 Hotel   |   13858 N US Highway 183, Austin, TX 78750   |  
Hotel website
  |  
  |  
Hotel deals
  |  
Hotel amenities
Special Offer
Save up to 10% Today!
Ranked #126 of 187 Hotels in Austin
Austin, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
“Disgusting and lousy hotel.”
1 of 5 stars Reviewed December 4, 2012

This hotel is terrible (as my overall rating reflects). First off, I booked a non-smoking king sized bed with them directly. The day I got there, I checked in and went to my room to find that it was instead a Queen size non smoking room. I went back to the front desk to inform them, and I was told that all king sized non smokings were sold out, regardless of the fact that I had booked & reserved one numerous days in advance. So, apparently a booking & reservation means absolutely nothing to them other than that they'll gladly be expecting you and your payment on that day. Second, I counted 7 cockroaches in my room. 5 in the bathroom, 1 in the kitchen, and 1 in the shower. Obviously, I was completely disgusted. The bathroom also smelled of smoke during my entire stay. Third, the shower curtain had a number of nasty reddish brown stains on it. Probably either blood or fecal matter. Also, upon arrival into the room, the heating coils for the stove were not even installed. They were sitting on top of the fridge. I had to install them. Also, the staff seems to be very lazy. They were hardly ever at the front desk. There was frequently a sign that said "busy attending to another guest", which probably meant "busy surfing Facebook in the back room". Lastly, one of my room keys didn't work throughout the duration of my stay. Don't give this nasty hotel any business. It's a worthless establishment.

Room Tip: Don't book here.
See more room tips
  • Stayed December 2012, traveled solo
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RDOAustin, Manager at Extended Stay America - Austin - Northwest - Lakeline Mall, responded to this review, December 6, 2012
I recently received a copy of your review, and wanted to take a moment to respond. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies. As this hotel’s manager, I challenge our staff to continually improve the experience of our guests, from the cleanliness of our rooms, to the courteous professionalism of our staff. Unfortunately, in your situation, it is clear that we were unsuccessful in achieving these goals. Given our belief that guests like you are our most valuable asset, this failure is particularly troubling. Your review has caused us to take a serious look at the systems we have in place to handle our day to day operations and we will be making modifications as appropriate.

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.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

40 reviews from our community

Traveler rating
    10
    11
    7
    7
    5
See reviews for
11
3
7
5
Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (12)
Date | Rating
  • Dutch first
  • English first
  • Any
English first
Austin, Texas
Top Contributor
70 reviews 70 reviews
9 hotel reviews
Reviews in 29 cities Reviews in 29 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed September 18, 2012

This extended stay isn't full of "extras" (no daily room cleaning, pool, fitness center, shampoos, etc.) but it's clean and the rooms are nice and comfortable. The rates are great. I would recommend this hotel for someone who isn't picky about the freebies and is interested in a clean, safe hotel at a great price.

  • Stayed September 2012, traveled solo
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Austin - Northwest - Lakeline Mall, responded to this review, September 27, 2012
It was very kind of you to for take the time to publish such a positive review of your stay at our hotel. While we do not offer shampoo, have a pool or fitness center on-site, we do have many other amenities for our guests to enjoy. This includes housekeeping every 7-days, in-room kitchen, HD-TV's and more. I am sorry this was not conveyed to you better; however, I am so glad to hear you enjoyed your time with us regardless.

It would, of course, be our pleasure for you to repeat your experience with us in the future. Thank you once again, and feel free to reach out to us directly if we can assist you in any of your future travels.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Extended Stay America - Austin - Northwest - Lakeline Mall? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Extended Stay America - Austin - Northwest - Lakeline Mall

Address: 13858 N US Highway 183, Austin, TX 78750
Phone Number:
Location: United States > Texas > Austin
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #126 of 187 Hotels in Austin
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Extended Stay America - Austin - Northwest - Lakeline Mall 2.5*
Number of rooms: 101
Reservation Options:
TripAdvisor is proud to partner with Orbitz, Extended Stay, Expedia, Hotels.com, Cheap Tickets, Booking.com and Tingo so you can book your Extended Stay America - Austin - Northwest - Lakeline Mall reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Extended Stay America Austin
Extended Stay Austin
Austin Extended Stay

Owners: What's your side of the story?

If you own or manage Extended Stay America - Austin - Northwest - Lakeline Mall, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.