Sleep Inn & Suites Austin
🏨 Hotels & Travel · Austin
Really bad. I’d tell people to avoid it.total experiences
replied on google
Most reported issues
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Experiences
The hotel room was infested with bed bugs.
Business reply on Google
Dear Aii Sark, Thank you for your feedback . We take reports of this nature very seriously, as we pride ourselves on maintaining a clean and safe environment for all our guests. Currently, we have no record of a stay under your name or any reported issues of this kind during that period. To help us properly investigate this matter, please provide the name the reservation was under and the specific dates of your stay. We look forward to your response so we can address this situation immediately. You may email us directly at [email protected] or call the hotel at 512-524-5400.
The hotel room was unclean and the bathroom sink was clogged.
Business reply on Google
Dear [Guest Name], Dear Bree, Thank you for providing feedback regarding your recent stay with us. I am very sorry to hear that your experience did not meet expectations. We sincerely apologize for the issues you encountered, specifically the unpleasant odor in your room, the untidy bedsheets, the stained carpeting, and the clogged bathroom sink. At Sleep Inn & Suites Austin - Northeast, we take great pride in our service and facilities, and it is clear we fell short in this instance. Please be assured that we are addressing these maintenance and housekeeping concerns with our team to ensure they are resolved immediately. We value your business and hope to have the opportunity to provide you with a much improved experience during your next visit to Austin. Best regards, Paula M
hotel room had an odor, a roach, and blood on walls
Outdated rooms, broken amenities, and poor security and breakfast quality.
The hotel had no water and refused to provide a refund.
Hotel refused tap to pay and denied refund for cancelled stay
Business reply on Google
Dear Megan, Thank you for completing our online survey regarding your recent stay. I am writing to personally address the issues you encountered during check-in. I sincerely apologize for the frustration caused by our payment policies. I am sorry for the lack of communication regarding our requirement for a physical card and our inability to accept tap-to-pay. For future reference, we do allow cash payments for incidental deposits when a card cannot be provided. It is clear that this led to a stressful situation for you and your family, and I am very sorry to hear that the service you received during this interaction was unprofessional. Regarding your refund, I understand that the third-party booking site has a strict no-cancellation policy. We recommend always booking directly with us to avoid these circumstances, as direct bookings allow us more flexibility regarding refund requests. We value your feedback and appreciate the opportunity to improve our service. Kind regards, Paula M Sleep Inn & Suites Austin - Northeast
Staff refused alternative payment methods and suggested reservation cancellation.
poor shower water pressure and drainage issues in multiple rooms
rooms were unclean and lacked hot water with poor food quality
Disturbing noise from pets and poor shower water pressure and temperature.
Business reply on Google
Dear John S, Thank you for taking the time to complete our online survey regarding your recent stay. Your feedback is invaluable as it helps us continuously improve our services. We sincerely apologize that there was an issue with a guest adjacent to you having a dog continually to bark. Our staff strive on making our guests stay an enjoyable experience and did attempt to reach out to the guest who had the dog, in order to resolve the issue. We're limited on what we can do and apologize again for not meeting your expectations. We appreciate your business and hope to have the opportunity to welcome you back in the future, allowing us to demonstrate our commitment to providing a superior experience. Kind regards, Paula M Sleep Inn & Suites Austin - Northeast
poor breakfast quality, broken amenities, and unhelpful staff
The hotel failed to provide a requested detachable shower head.
Multiple room amenities and breakfast service failed to meet basic standards.
The hotel room was infested with bed bugs.
Hotel room had unpleasant odor, broken phone, and slow cooling AC.
The hotel room was dirty and lacked sufficient linens.
hotel rooms infested with cockroaches and failed refund promise
unfriendly staff and poor room maintenance and utility functionality
Hotel failed to provide requested connecting and accessible rooms for family.
Business reply on Google
Thank you for taking the time to tell us about your recent experience. I am very sorry to hear that your stay with us fell short of your expectations. Our aim is to provide all guests with a memorable hotel experience and your feedback is an important part of that process. We value each and every guest and take your comments seriously. We will be following up with the team regarding your experience to use as a learning opportunity to ultimately improve our overall customer care. I hope you will consider us on your next visit to Austin so that we can better deliver upon the guest experience you deserve. Sincerely, Shekelia H.
Hotel failed to provide requested connecting and accessible rooms for family.