WoodSpring Suites Austin Central
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Unprofessional and rude staff interactions at the hotel location.
Business reply on Google
Thank you for sharing your feedback. We're sorry to hear that your stay did not meet your expectations. During our conversation, the concerns brought to my attention were the lack of hand towels and that we had temporarily run out of coffee cups. I regret those inconveniences and understand how frustrating they can be. As a long-term stay hotel, I also provided our Customer Support number to assist with any additional concerns or requests. I was not made aware of any concerns regarding rude interactions with our staff during your stay. Had those concerns been brought to my attention, I would have addressed them immediately. We take all guest feedback seriously and strive to provide respectful, professional service to every guest. We appreciate your comments, as they help us identify opportunities to improve our guest experience.
Unpleasant odors and trash accumulation in hallways and common areas.
Business reply on Google
Dear Elana. Thank you for taking the time to write such a detailed review. All your comments are essential to educating our staff about good and bad service. We pride ourselves in maintaining the highest standards for creating an exceptional guest experience! We are usually known for our great customer service and attention to detail in everything that we do. Our reputation is not something we choose to hide behind but is a benchmark to ensure continued improvement in the future. We will ensure your feedback will be given to all. Furthermore, I will personally ensure that all your other complaints are addressed and everything will be in order on your next visit. We look forward to welcoming you back then.
The hotel room is infested with roaches.
Business reply on Google
Thank you for bringing this to our attention. We understand how frustrating it must be to arrive so late after traveling and encounter this situation, especially with an early morning ahead. Your comments have been shared with our team so they can address this immediately. Please reach out to the front desk at your earliest convenience so they can assist you with available options.
The hotel rooms and hallways were dirty and smelled of mildew.
Business reply on Google
Thank you for taking the time to share your detailed feedback. We're glad to hear our front desk team made a positive impression and was able to quickly assist when your room key stopped working. We're truly sorry that the cleanliness and condition of your room did not meet your expectations. The issues you described—including the floors, bathroom cleanliness, odors, and room surfaces—are unacceptable and do not reflect the standards we are working hard to uphold. Your comments have been shared with our housekeeping and management teams so they can be addressed immediately through additional training, inspections, and corrective action. We understand why this experience impacted your decision not to return, and we regret that we were unable to provide the comfortable stay you deserved. We appreciate you giving us an opportunity despite the mixed reviews and thank you for your honest feedback, as it helps us identify areas where we must improve. We wish you safe travels and success in your future journeys.
The hotel rooms were dirty and had a strong unpleasant odor.
Business reply on Google
Dear Valued Guest. Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.
Unclean room, missing kitchen supplies, and unprofessional staff behavior.
Business reply on Google
Dear Valued Guest. Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.
The hotel room had an overwhelming and unpleasant odor.
Business reply on Google
Dear Valued Guest. Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.
Staff compromised guest privacy and left hazardous cleaning chemicals in room
Business reply on Google
Thank you for your feedback. We’re sorry to hear that your experience did not meet expectations. We take guest privacy and cleanliness seriously, and your comments have been shared with our team for review. Our goal is to provide a comfortable and consistent stay for all guests, and we appreciate you bringing your concerns to our attention.
Hotel room lacked amenities, hot water, and had poor cleanliness.
Business reply on Google
Thank you for your feedback. We regret that your stay did not meet your expectations. Room assignments are based on availability at the time of arrival, and our team is always available to assist with any concerns during a stay. Your comments have been noted and will be reviewed internally as we continue working to improve the overall guest experience.
Unsanitary room conditions, potential pest bites, and refusal of refund.
Business reply on Google
Thank you for taking the time to share your feedback. We are very sorry to hear that your experience did not meet expectations. Providing a clean, comfortable, and well-maintained environment for our guests is extremely important to us, and we regret that your stay did not reflect that standard. We appreciate you bringing these concerns to our attention. Our team addressed the housekeeping request during your stay, and we will review the situation with our staff to ensure our cleaning procedures continue to meet brand expectations. Guest comfort and cleanliness are priorities for our property, and feedback like yours helps us improve. Regarding amenities and policies, our hotel operates under specific brand standards and booking policies that are outlined at the time of reservation. However, we always aim to communicate these clearly and professionally. We are also sorry that your stay was cut short and that the circumstances surrounding your departure were frustrating. Your comments about the lobby condition and overall experience will be reviewed with our team so we can ensure issues are handled promptly. We appreciate your feedback and wish you the best in your future travels.
The hotel room is infested with cockroaches.
Business reply on Google
We take concerns like this extremely seriously and appreciate you bringing this to our attention. Pest control and overall cleanliness are top priorities at WoodSpring Suites Austin Central, and we maintain routine preventative treatment with a licensed pest control provider. We regret that you encountered this issue upon entering your room, and we understand your frustration. After reviewing your stay, a refund has been issued. While our standard policies are in place to ensure consistency, guest satisfaction and comfort remain very important to us. We are addressing this matter internally to ensure all rooms meet our standards prior to arrival. Thank you for your feedback.
Unsanitary room conditions and rude staff refused a refund request.
Business reply on Google
Thank you for bringing this to our attention. We sincerely apologize for the experience you described, as it clearly does not reflect the standards we expect from our property. We regret the confusion regarding pricing, the condition and odor concerns you encountered throughout the hotel and guestroom, and most importantly, the way your concerns were handled by our front desk associate. This is especially disappointing, and your comments have been escalated to our management team for review and corrective action. While refund decisions are subject to policy and the circumstances of the stay, we understand your frustration and appreciate you taking the time to share your experience. Your feedback helps us identify areas that require immediate improvement, and we truly regret the inconvenience this caused during your visit.
room was not cleaned and contained debris and insects
Business reply on Google
Hello Chloe, Thank you for bringing this to our attention. We take cleanliness and guest experience concerns very seriously, and the issues you described do not align with our recent inspection records. To ensure we are addressing the correct stay and property, could you please confirm the dates of your visit and that your reservation was at WoodSpring Suites Austin Central? We would like the opportunity to review this thoroughly and assist you directly. Please contact us at [email protected] so we can look into this immediately. Sincerely, Jermar Smith General Manager
Staff illegally charged service animal fees and denied a refund.
Business reply on Google
Ms. Bancroft, I want to first apologize for any inconveniences that you may have experienced during your stay with us. I read your feedback and I do apologize for any misunderstandings. We do allow service animals and the fee is $100.00 with a $10.00 a night rate and we only ask what service does your service animal provide, which is not illegal to ask. We don't usually put our guests with service animals on any particular floor unless a floor preference is requested. There is no female employee at this location that fits that description and when I looked up your reservation I didn't have any luck finding your name. If there is some missing or mixed up information, and this did happy at our location, I sincerely apologize for what occurred during your time with us. I am the only person that denies or approves a refund with a third party reaches out, and I haven't denied any refunds recently that fits this incident. Again our apologies if this happened at our property and I will follow up with my team with coaching so this never happens again.
Front desk refused to address broken television or room change request.
Business reply on Google
Hi Tracy and thank you for sharing your last experience with us. I first want to apologize for failing to meet your expectations when you visited us. I do see that you've stayed with us before and didn't encounter any issues, so again our apologies for dropping the ball this last time. There will be some coaching about this incident with my front desk staff and your feedback helps us to improve our service.
Presence of roaches and poor room maintenance and service
Business reply on Google
We sincerely apologize for not meeting all of your expectations during your stay with us. We use your feedback to improve our services and issues will be addressed.
reception staff failed to address room lock malfunction
Business reply on Google
Mr. Sentry we deeply apologize for not meeting your expectations during your stay. Your feedback helps us to improve our services and we thank you for bringing these issues to our attention.
Hotel has roaches, dirty linens, flooding, and unresolved utility and technical issues.
Business reply on Google
Hi Mr. Rocha, Thank you for bringing these issues to our attention. We sincerely apologize for the multiple negative experiences you had during your stays with us. This is certainly not the standard we strive for, and we are very concerned to hear about the problems you encountered. We are taking immediate action to address the issues you've raised, including the water leak, the cleanliness of our rooms and linens, and the flooding on the first floor. We are also reviewing our staff's response protocols to ensure that all guest concerns, such as the issue with your television, are handled with the urgency and support they deserve. Thank you, Ann Black
Hotel refused to honor reservation and denied immediate refund for overbooking.
Business reply on Google
Mr. Brunson Thank you for reaching out. If you would like to request a refund, please contact Expedia directly, as all payments and refunds are handled through their platform. Our hotel did not charge the virtual card provided by Expedia, so we are unable to process a refund on our end. If you have any questions or need further clarification, please feel free to call the hotel directly—we're happy to assist. Thank you, General Manager
Staff provided inconsistent room availability information and were rude.
Business reply on Google
Jason, On the behalf of Woodspring Suites Austin Central, I would like to apologize for any inconvenience this may have caused. We value our customers business and sorry you weren't able to experience all that we have to offer. I understand your frustration and hope that you will give us a second chance. We appreciate you taking the time to bring this situation to our attention. Sincerely, General Manager