Onyx Hotels — Hotel in Austin

I just want to forewarn people before they book this any of these properties. We recently booked one Ryan's Austin, TX properties via Airbnb. I will state up front he has a 48 hour cancellation policy, which I think it ridiculously short. He said he prides himself on wanting to be a hotel operator - hotels allow you to cancel up to 48 hours before you arrive. Now I understand that Ryan is running a business. My issue is with his poor level of customer service and his complete lack of understanding or compassion. We booked his property in June for a November 8-10 stay - ONE WEEK later we had to go in and cancel as one of our party had something come up that weekend that they could not change. Based on the email we received from Airbnb, we thought we were getting a full refund anyway because we had cancelled so quickly. A month later we realized that we had only been refunded half of our total - so Ryan was charging us $981 because we booked four days later than his stated policy. When we complained to Airbnb, they felt so bad they refunded us $200 of that $981. We reached out to Ryan no less than 5 times that week to try to get him to do the right thing and at least give us a partial refund. We also asked if we could re-book at another time and use the money as a credit. He never responded to us. Finally, after over a week and several emails to him, he emailed us through Airbnb and said we were trying to extort him with threats of poor reviews (we simply said if we did not hear from him, we would share our experience - by definition, I believe that is a review and is well within our rights). He also reported us to Airbnb. So instead of dealing with us as upset customers and trying to remedy a situation, all of which would of been to his benefit, he simply gave us a very terse reply and reported the incident to Airbnb. That is his idea of customer service. And on top of it, he tried to hide behind Airbnb. They told us it was his call entirely. I guess he would rather screw a potential customer out of a lot of money. I am simply sharing this for all others so that no one else loses $981 hard earned dollars...

I have been staying at the Lakeshore retreat in Austin during this Thanksgiving weekend and I am very unhappy with the lack of communication and professionalism by Ryan and the Onyx team. The one thing I can give them credit for is when we checked in and we found that the oven was broken they sent somebody over right away to fix it. Other than that, I tried to contact Thomas and the owner Ryan to speak to them about how unhappy I was with the property. Thomas, the local rep, called me back and told me that he is now off the clock and that I should contact his boss Ryan to express to him my concerns. When I contacted Thomas, the owner, he made me feel like I was bothering him on a holiday weekend. Even though I was emailing him on a business line for a current business concern and not a personal issue. I basically told him that I did not feel like the description of the rental fit the actual property and that I would like to check out a day early if possible. Until now he has not yet responded via email or phone call which I think is extremely unprofessional. My issues with the property was that the description did not fit what I believe the property to be. It states that it is a 3 bedroom house....It is a condo at best and it feels like an apartment. The pictures also make it appear like it is a townhome facing the lake, but this is what not what you will get. The rental is in the back of an apartment complex with a very narrow view of the lake. It also states there is has a nice view of the downtown lights. There is no such view. Basically what you can see are trees and a little show through of some lights in the distance. This rental may be nice for some young adults trying to enjoy the city, but not for a family trying to relax and enjoy the lake/view. This is definitely not a luxury retreat. My review is actually not for the rental itself as much as it is about the lack of communication and professionalism from the owner. Even if he could not give me a refund and let me check out early, the least he can do is respond. Professionalism is key..... Even on a...

Stayed here for a little girls bachelorette weekend. Booked for the location but quickly realized this place was not as advertised. We thought about abandoning it and getting a nearby hotel.... but $$

We were not going to post a review, but the owner has not responded to our text with photos.

No sheets or extra bedding for the air mattress. Had to wait until the next day to have some delivered (called three times and left messages regarding other matters the day before with no returned call). They knew three people would be in the room because we tried to book a larger suite originally.

Half a roll of toilet paper - that’s it. So I guess The rule here is supply your own.

The shower liner is stained and very used.

Air vents have visible black mold - I can Post photos.

Pots and pans have caked on burned food. Silverware was very dirty. We booked this place for the kitchen, but it was so bad we didn’t use it at all.

Unit had a new dishwasher - the old one was shoved in the closet. Cute.

Found crumbs and someone’s socks in/on the couch. We had 3 towels and one had pubic hair in it. Gag.

Earplugs are a must, but I already Knew that from previous reviews. So non issue there. It is loud - very.

Parking is not great for large cars like Tahoe’s, or bigger. Must have remote gate opener to leave. So move your car before you checkout as the remote is in the room.

Don’t touch the alarm because there is no code (or note saying not to arm it) and it’ll take a good while to get someone to call you back.

No elevator - no problem on that, just a warning if you’re older or have a hard time with flights

Location is nice, but that’s about it. If I was In my twenties this could have been dealt with... but unfortunately I’m not and my...