Extended Stay America Suites- Austin - Round Rock - South — Hotel in Round Rock

Horrible / Unprofessional/ Kept our money didn’t stay more than 5m !!!!!

I am writing to express the horrible , unprofessional and extremely dissatisfying experience I went through with the hotel listed below.

I walked in no one was at the front desk. I waited but her Instagram and social media loudly so I looked over kind of to the back corner and there was an employee with gold hair twists on her phone. No greeting didn’t get up and kind of acted like I was interrupting her. She said yes ?!! I said hi I’m here yo check in and she said it’s not 3!!! Didn’t check didn’t look up any avail rooms nothing !! Again never got off her chair and turned back to her phone !!! I asked her more questions and was told to return at 3.

I arrived around 2:48pm with about 5 others arriving and she didn’t acknowledge any one lol just told the first guy it’s not 3! We all waited while she was on a phone in back and walked around the front of her desk. At 3p exactly she started checking in!!

I checked in walked upstairs and saw the room was extremely unsanitary and filthy. I took the photos attached and walked back down to be front desk in less than 5m.

All towels had hair and stains , The counters had stains , and the bed had long blond hair. My hair is black and coily. The door lock was also broken !

Shermaine was a manager there was loud and rude and very argumentative and aggressive and told me to get to the back of their line when another one of her staff asked me how I can be helped ! But Shermaine interrupted our convo when I was showing her the room I explaining I have photos and the room is extremely dirty.

So I stepped back and then she proceeded to call me back to the front like a child and had a horrible attitude. So I explained to her that the room towels and bed were filthy. Her staff and her blamed me for the room being dirty!!! They said that they checked the room after the service of the room which was false as I waited in their lobby to be checked in while the staff stayed in the back siting on her phone as she refused to assist the line of 5 ppl a towel was moved and that because of this I must’ve dirtied the room !!!! I was there less than 5m !! To look at the room never even brought my belongings up !!! Obviously I’m annoyed at this point so I tell her she has to be kidding I did not dirty this room nor do I have long blonde hair !! I asked her for another room she refused and on top of that she stated she refused to give us a refund !!!! We are requesting an immediate refund. We did not nor were able to stay at that room. We were displaced with no where to sleep and our money wasn’t refunded !!!!

I need an...

I stayed there this past weekend, First I check in at the front desk, I encounter the manager and a young lady working, she is very nice great attitude she checks me in welcomes me and I head to my room. I get to my room walk in it smells fresh, I proceed into the sleeping area and first thing I see is 'BLOOD' on the pillows I'm pissed now that is just a total hell no sorry. I go back downstairs to the desk I'm not rude they have other customers there and I don't want to cause a seen I wait til the desk has no other customers, I ask to speak to the manager him and the young lady comes out a side door to meet me in the hallway, I tell them I really was gonna call corporate but I decided to come back to them first, the young lady says on wow I am so sorry and goes grabs keys so we can go to the room and look at it, she sees it and quickly took pictures and really apologized, we get back to the front desk the manager tells me I'll give you another room the young lady went straight to house keeping after she informed the manager of what she had seen. I go to the new room walk in it stinks like mold I'm tired I say the hell with it, I am going to sleep I'll fill with it later. The kitchen was not clean there was roaches, every time anyone on my side of the building flushed their toilet, the pipes would whistle so loud it was insane, the carpet was so snasty, and the doors wow every time someone opened one down the hall it would slam very hard even mine did also, the trash in the trash room was running over people had just started putting it on the floor. The people in the room next to me were arguing and there were people with them sitting in the lobby area on trash cans and had babies in troller's listening to music on there phones no one was at front desk at all, so I'm guessing that the lady in the room was the night attendent, I could go on but I'm tired of writing I will end with 'drug attic heaven' and I will never stay there again and will probably switch to another hotel chain during my future travels, there is no reason for the other exstended stay owners should allow this...

We booked two nights here for a show and the location is great, loads of things to do around here. However, checking in, the front desk agent wasn't very welcoming, but also wasn't rude, just seemed like he didn't care to be there. The room smelled like stale cigarettes, carpets full of stains, bathroom and kitchen area looked old and worn, and shower had lukewarm water, but we didn't care because the price was low. When we got back to the room for the night, we noticed a rumbling from the floor below and our floor was vibrating because of it. We could not get any sleep because of the noise and vibrations coming from the 1st floor. I went down at 4am to talk to someone, no one was there. I called the number on a sign that says to call for late check ins, it was an 800 number and they tried calling the property and whoever answered told them i had to wait until 10am to speak to someone. I went in the morning and waited 45 minutes for the lady at the desk to show up, she was getting stuff from somewhere else on property. During this i asked a housekeeper for someone's help and she told me that the lady at the desk was the worst and doesn't help anyone. Crazy. When she finally came, i explained what happened and she just said they would take care of it. I had to ask multiple times before she finally told me it was a fan that was on all night in the floor below me. I requested another room, she said no because they didn't have anything despite them still selling rooms online. She was very rude and I had to leave with the hopes that they would leave the fan off like they said. They did leave it off and the 2nd night was fine, but they refused to switch me rooms for my peace of mind and then denied compensation for the 1st night's inconvenience. i have 9 years experience in hotel management so I know sometimes there is not a lot you can do about the condition of the hotel, but customer service is completely in their control and unfortunately they have one of the worst customer service I've ever...