Uptown Suites Extended Stay Austin TX
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Intrusive housekeeping policies and unprofessional staff behavior caused significant…
Management refused to address a broken air conditioning unit.
Business reply on Google
Hi Trina Schroder – Thanks for taking the time to submit a review, we are sorry that we were not a good fit for you and your husband as you mentioned to me before leaving the property. If a guest refuses for us to go in the room and verify that the AC unit was not properly working then at that point you did not let us fix the issue at hand. The remarks made by you at the time you were leaving were unnecessary and uncalled for, stating you did not feel "comfortable" that one of my staff members spoke very little English, understand that we are here to accommodate and give great customer service to our guest's but with comments made by you, it was best you and your husband did not continue your stay. General Manager, Norma Gutierrez
Staff exhibited unprofessional behavior and invaded guest privacy without notice.
Business reply on Google
Hi Mr. Jones – Thanks for taking the time to submit a review, however I am confused as to why you claim we are mistreating you when this is not the first week you have been with us. I am looking at my records and you have been extending your stay making new reservations. I was there yesterday, when you decided not to let us in the room, we apologize if this was an inconvenience for you, however we knocked twice and advised who we were, you decided to close the door in our face twice. As more than 1 issue has been mentioned by you, I suggest you look for accommodations at another hotel as we are not the correct fit for your lodging accommodations. General Manager, Norma Gutierrez
Manager withheld personal belongings after guest missed payment deadline
Staff refused refund after third-party booking error caused late night displacement.
Business reply on Google
Hi Margarita Morales- Thanks for taking the time to share your feedback, I am unable to find your canceled reservation, can you please provide me a different name this reservation might be under. Might you have the incorrect location, please email me your information to [email protected] General Manager, Norma Gutierrez
Management failed to enforce noise policies regarding barking dogs
Business reply on Google
Hi [Insert Guest Name] - Thank you for your review, Mr. Birk, unfortunately I do not see you in our system as a current guest nor as a previous guest, please email me at your convenience the reservation # or what room you were in to see how we can fix the issue with the noise complaint. You are definitely correct, we do not allow dogs to be barking when kept in a room by guest's, this is why it is important to clear this out as this is the first time I hear about this. General Manager, Norma Gutierrez [email protected]
unauthorized charge of 150 dollars applied to customer account
Business reply on Google
Hi Ally Jones - We are sorry your stay was not better! We pride ourselves on providing, clean, pest free rooms and have protocols in place to ensure we deliver. Your room was left very dirty and disarray, we have pictures of how the room was left by you and your occupant. Be kind to send me an email and I will be glad to forward these pictures to you, my email is [email protected] General Manager
Hotel refused ESA accommodation and failed to provide promised refund
Business reply on Google
Hi Sean Crosson- Thank you for your review, we did let you know the reason why you were asked to vacate the room, we only allow 1 ESA dog per room, that must have been clarified when you checked in, if you did disclose to us that you had a dog with you or 2 in your case. Hope you have a wonderful rest of your week. General Manager
Reservation cancelled by hotel without prior notice to the guest.
Business reply on Google
Hello- Thank you for your review, may I please have your first and last name of the reservation, as we at this property do not cancel reservations at 7pm. Might you be making a review for the incorrect property, please email me at [email protected] General Manager, Norma Gutierrez
Staff are rude, uncooperative, and have poor internal communication.
Thin walls caused noise issues and reservation extension was denied.
Excessive noise from upstairs neighbors and unprofessional front desk staff.
Staff provided poor service and refused a refund for ESA dogs
Hotel denied check-in due to guest lacking a driver's license.
Business reply on Google
Hello Mrs. Dodd, thank you for the review, unfortunately we do ask for all adults that stay in our rooms present their ID's at time of check-in. This is for security reasons, it is one of our polices, we apologize for any inconvenience this may have caused for you and your husband. Uptown Suites, General Manager
Front desk staff repeatedly canceled valid room reservations without authorization.
Business reply on Google
Hi Michelle – Thanks for taking the time to submit a review, please email us with more information as to why you were advised by our front desk that you could not stay with us. You can email us directly to [email protected], attention: manager. Uptown Suites, General Manager
Hotel denied service animal and pet entry despite prior reservation confirmation.
Inconsistent housekeeping, rude staff, and security concerns regarding broken building…
Business reply on Google
Hi - We are sorry your stay was not better! We will take your review as a learning opportunity for all the staff at this property, also if you can please provide us with the name on this reservation, so that we follow up on diverse issues noted by you. Uptown Suites, General Manager
Hotel refuses to refund money for unused prepaid stay days
lack of housekeeping services and missing kitchen amenities in room
Business reply on Google
Hi – Thank you for your review. As the largest wholly owned extended stay brand, we constantly strive to improve our guest experience and welcome all feedback that helps us achieve this goal. We truly apologize for any inconvenience caused. Uptown Suites, General Manager
unprofessional staff and difficulty locating reservation details