Exterior

Reviews of Extended Stay America Suites Austin Southwest

2.5 out of 5
Extended Stay America Suites Austin Southwest
5100 W Highway 290, Austin, TX

Reviews

6.2
Rating 10 - Excellent. 189 out of 1003 reviews" "
Rating 8 - Good. 223 out of 1003 reviews" "
Rating 6 - Okay. 217 out of 1003 reviews" "
Rating 4 - Poor. 175 out of 1003 reviews" "
Rating 2 - Terrible. 199 out of 1003 reviews" "

6.4/10

Cleanliness

6.8/10

Staff & service

5.8/10

Amenities

6.2/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

4/10 Poor

Forrest

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was rude when registering as they had no rooms available until they were ready after check out. This was at 1 pm and check in time was three pm. They said come back in a little while, We did but still not available until 3 pm. They were just rude about it. They room smelled like smoke thou it was a non smoking facility. The faucet in the kitchen area dripped as did the bathroom faucet. It was reported the second day of a week long stay but never fixed. there was no coffee at 8:30 am and took two attempts before we got coffee at 9:20 am. There was no "grab and Go" food like muffins except the last day of our stay. We got oatmeal packet two of the 7 days. Very poor planning and replentishment given a full house due to SW festival. One bright spot was Joseph at the front desk at night who replaced towels and was kind!
Stayed 6 nights in Mar 2024
Response from Hotel Management on 15 Mar 2024
Dear Forrest, We deeply regret the inconvenience you encountered during your recent stay with us. Your experience does not align with the high service standards we aim to provide, and we sincerely apologize. We understand your frustration with the delay in room availability and the issues encountered with cleanliness and amenities. We also apologize for your disappointment with our replenishment services, especially during a busy event period. Your feedback has been shared with our team for immediate attention, and we will take steps to ensure better planning and execution in the future. We are glad Joseph was able to help during your stay, and we appreciate your recognition of his efforts. We value your feedback as it helps us to enhance our guest experience, and we invite you to give us another opportunity to exceed your expectations in the future.Sincerely,Hotel management

8/10 Good

Paul

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
One of the maids interrupted a conversation with the checkin person. Reason unknown why she started to yell at me in front of the other employee. I warned her I would report the incident. This was at my check in time. Someone needs to talk to this employee she may be doing it to others that stay.
Stayed 1 night in Mar 2024
Response from Hotel Management on 11 Mar 2024
Dear Paul, Thank you for choosing to stay at Extended Stay America and for taking the time to share your thoughts. We are delighted to see by your rating that you had an enjoyable overall experience during your visit. However, we apologize for any inconveniences you encountered during check-in due to staff behavior. We appreciate you bringing this to our attention so future guests can enjoy a seamless and comfortable stay. Your feedback is invaluable to us, and we hope to welcome you back in the near future to provide you with an even better experience.Sincerely,Hotel Management

10/10 Excellent

Idalia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024

4/10 Poor

Gabriel

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
The hotel is in need of upgrading. There was water damage in the wall above the shower head, probably from water leaking on the floor above. The water also never got hot. I had to take quick showers because it only reached a very like warm temperatures. The mattress and pillows also need an upgrade, not very comfortable at all.
Stayed 2 nights in Feb 2024
Response from Hotel Management on 5 Mar 2024
Dear Gabriel, We apologize for the challenges you experienced during your stay. It's disheartening to read about the issues with the water temperature and the condition of your room. Please know that your feedback is valuable to us, and we will address these concerns with our maintenance team to ensure a more comfortable and relaxing experience for future guests. We hope you'll consider giving us another opportunity to provide you with the outstanding visit you deserve.Sincerely,Hotel Management

2/10 Terrible

Nicole

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No hot water. Reserved for a two bed hotel room & was only given a room with one bed.
Stayed 1 night in Feb 2024
Response from Hotel Management on 28 Feb 2024
Dear Nicole, Thank you for sharing your experience. Your feedback is very important to us, as it will assist us in improving our guest experience. We will take the necessary steps to ensure this does not occur in the future.Sincerely,Hotel Management

2/10 Terrible

Kahli

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No hot water and dirty room
Stayed 1 night in Feb 2024
Response from Hotel Management on 27 Feb 2024
Dear Kahli, Thank you for sharing your experience. Your feedback is very important to us, as it will assist us in improving our guest experience. We will take the necessary steps to ensure this does not occur in the future.Sincerely,Hotel Management

10/10 Excellent

Daniel

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean. Affordable!
Stayed 1 night in Feb 2024
Response from Hotel Management on 26 Feb 2024
Dear Daniel, We greatly appreciate your positive feedback regarding your experience at Extended Stay America. It is with great pleasure that we have learned of your satisfaction with our hotel's cleanliness and exceptional value during your stay. We take pride in our commitment to providing guests with superior service and amenities, and it is always encouraging to receive such positive recognition. We remain dedicated to maintaining the highest standards of excellence and look forward to welcoming you back on your next visit.Sincerely,Hotel Management

8/10 Good

Ruben, Hoboken

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, property conditions & facilities
pet friendly thank you
Stayed 1 night in Feb 2024

6/10 Okay

Kristin, Alpharetta

Travelled with partner
Disliked: Property conditions & facilities
One night stay. Bed was firm but comfortable and room was clean. Did not have any hot water. There was no breakfast just coffee. Wanted to be in that area and this was the least expensive option but probably won’t stay again.
Stayed 1 night in Feb 2024
Response from Hotel Management on 17 Feb 2024
Dear Kristin, Thank you for choosing to stay with us and for taking the time to share your feedback. We're glad to hear that you found the bed comfortable and the room clean. However, we apologize for the inconvenience regarding the lack of hot water and limited breakfast options. We understand the importance of these amenities for a comfortable stay. Your comments will be shared with our team for improvement. We hope to welcome you back in the future and provide you with a more enjoyable experience. Thank you again for your valuable feedback.Sincerely,Hotel Management

6/10 Okay

Mari

Everything was fine. We had to take the tv remote down to get new batteries because it wasn’t working. Then on Saturday night both keys to our room didn’t want to work so had to go back down to have them replaced. It really wasn’t a bad experience. All in all there was only one thing that bothered me. It was the constant smell of Marijuana in the hallway and elevators.
Stayed 2 nights in Feb 2024
Response from Hotel Management on 13 Feb 2024
Dear Mari, Thank you for your review of our hotel. It was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is not acceptable by our standards, and we will be taking the proper action as we are committed to providing every guest with a beautiful experience. Our goal is to deliver outstanding service to every guest at every opportunity. Therefore, we hope you will come back soon and let us show you the hospitality for which we are known. Sincerely,Hotel Management

2/10 Terrible

Beverly

Travelled with pets
Liked: Cleanliness
Disliked: Staff & service, amenities
Very dirty outside. Took 3 hours to check in.
Stayed 1 night in Feb 2024
Response from Hotel Management on 9 Feb 2024
Dear Beverly, Thank you for taking the time to share your experience. We sincerely apologize for the challenges you experienced, the check-in delay, and the cleanliness issue during your stay. Your concerns will be addressed with our team to avoid this from happening again. We appreciate you bringing them to our attention, and we are sorry for any inconvenience caused. We'll use this feedback to improve our services. We value your feedback and hope to regain your trust in the future.Sincerely,Hotel Management

8/10 Good

Sue

Stayed 1 night in Feb 2024

2/10 Terrible

Jeannette

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
NO HOT WATER PLACE HAS A RUSTED STOVE #410 HOUSING ILLIGALS COPS CAME TO REMOVE ONE .. CASEY AND HER MOTHER TWILA JAMAICAN RUDE JACK
Stayed 2 nights in Feb 2024
Response from Hotel Management on 4 Feb 2024
Dear Jeannette, We sincerely apologize for the challenges you faced during your stay. The lack of hot water and issues with the stove are unacceptable, and we deeply regret any inconvenience caused. Our commitment to a safe and pleasant environment for our guests is paramount. Rest assured, we will address these concerns and take corrective measures to enhance our guest's experience. We appreciate you bringing this to our attention and hope to have the opportunity to regain your trust in the future.Sincerely,Hotel Management

10/10 Excellent

Sue

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

6/10 Okay

Sue

Business traveller
The towels were dingy,the room didn’t have any cups,nor coffee/tea as specified in the ad. Other than that,the the night clerk was very nice,as was the lady that checked me out this morning.
Stayed 1 night in Jan 2024
Response from Hotel Management on 31 Jan 2024
Dear Sue, Thank you for your thoughtful feedback. We appreciate your kind words about our staff and the check-out experience. However, we regret any inconvenience regarding the towels and amenities in your room. Please know that we provide kitchenware at the front desk to ensure their cleanliness. We apologize if there were any communication lapses at your arrival. Your comments are valuable, and we'll share them with the appropriate individuals to enhance our guest experience. We hope to have the opportunity to welcome you again and provide an improved stay.Sincerely,Hotel Management

10/10 Excellent

Rosa Maria

Stayed 2 nights in Jan 2024

10/10 Excellent

Jonathan

Stayed 1 night in Jan 2024

10/10 Excellent

Richard

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent staff care
Stayed 1 night in Jan 2024

10/10 Excellent

Judy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023

10/10 Excellent

Judy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Dec 2023

10/10 Excellent

Makayla

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

8/10 Good

Judy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Judy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023

4/10 Poor

Cyrus

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Lousy stay
Super thin walls. Woke up at 4:30 am to screams down the hall. Room in rough shape.
Stayed 1 night in Dec 2023
Response from Hotel Management on 18 Dec 2023
Dear Cyrus , Thank you for your feedback regarding your noise concerns during your time with us. Please accept our sincere apologies for the inconvenience caused. We understand the importance of providing a peaceful environment for our guests and sincerely apologize for falling short in this regard. We take noise concerns seriously and will look into the issue to address it effectively. Your feedback is appreciated, and we hope to have the opportunity to provide you with a more tranquil and enjoyable stay in the future.Sincerely,Hotel Management

10/10 Excellent

Chris

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

4/10 Poor

Kathleen, Austin

Travelled with family, Travelled with pets
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
It was cheap - but we’re never going to stay here again if we can help it. The room was old and not in good shape - but clean? The beds were uncomfortable and the bedding was almost nonexistent. The staff was lovely- genuinely nice people who were friendly and helpful.
Stayed 1 night in Dec 2023
Response from Hotel Management on 7 Dec 2023
Dear Kathleen, Thank you for reviewing our hotel. We appreciate you pointing out specific items you loved and areas where we can improve. Also, we are evaluating the instances you mentioned, as we are committed to offering better service for our guests. Our team is working to ensure the issues mentioned are improved on a priority basis. Considering our helpful and friendly team, please stay with us again so we can provide you with a much more satisfying experience. Sincerely,Hotel Management

4/10 Poor

Phuong

Travelled with family
Disliked: Staff & service, property conditions & facilities
Had to wait 15 plus minutes while the 80 year old staff on the phone with a customer. Waited another 15 minutes more to get checked in because the old man couldn't get the computer to work...Waiting to check in was very unpleasant. 2 unhappy looking woman with suitcases waiting and waiting for ? A kid sitting on the dirty floor with a huge pitbull, moving back and forth trying to get the rope off his neck. A 350 pounds man just sitting directly infront of the check in counter talking to himself...Walked into our room, is an old, rusty 2 burners stove, an old refrigerator and a very old, scuffy dresser. Carpet looks like it has not been vacuum in awhile.. The only good thing about this stay was that the room was clean. We stayed only one night and used all 3 locks.
Stayed 1 night in Dec 2023
Response from Hotel Management on 6 Dec 2023
Dear Phuong, Thank you for sharing your feedback. It is disappointing to know about the delay you had with the check-in process, and we will rework it to ensure such incidents are better handled. in future. We always prioritize providing amazing hospitality; therefore, we regret this was not your experience and that you had upkeep issues in the room. Let us discuss this with the housekeeping and maintenance team and ensure this act is taken on priority. Our front desk team is always there to help you. On the other side, it is nice knowing you liked the cleanliness of your suite. Please give us another opportunity to show you our service again.Sincerely,Hotel Management

2/10 Terrible

Christopher

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The employees lied about an early check in because of getting the room ready yet on checkout day they said they had no maid service on our check in day. We found our room dirty with liquor containers and bottles. Key cards did not work in exterior door's. Luggage cart wheels were flat and they stated they have been trying for a long time to get it fixed. No breakfasr like advertised. Poor management.
Stayed 4 nights in Nov 2023
Response from Hotel Management on 28 Nov 2023
Dear Christopher, We deeply regret the inconvenience you experienced during your stay. It's disheartening to learn about the discrepancies in the information provided and the cleanliness issues in your room. We sincerely apologize for the inconvenience caused by the malfunctioning key cards and the state of the luggage cart. Your feedback is valuable, and we will address these concerns with our team to ensure improvements are made. Regarding breakfast, we appreciate your patience as we work to align our services with your expectations. We hope to have the opportunity to make amends.Sincerely,Hotel Management

10/10 Excellent

Ashlyn

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Joseph at front desk was awesome
Stayed 2 nights in Nov 2023

2/10 Terrible

Asif

Stayed 1 night in Nov 2023

8/10 Good

Tina

Travelled with family, Travelled with pets
Liked: Cleanliness, amenities, property conditions & facilities
The GM Casey is not social able, rude, stand offish and has an attitude. Her listening skills need some work as well. Twyla, Joseph, and Crystal are wonderful and caring people at the front desk at the Southwest Hwy & US Hwy 290.
Stayed 6 nights in Oct 2023
Response from Hotel Management on 5 Nov 2023
Dear Tina, Thank you for reviewing your stay at Extended Stay America. We appreciate your compliments about our front desk associates, Twyla, Joseph, and Crystal, for their caring hospitality, and we are also thankful for your concern regarding the behavior of one of our associates. It is always lovely to receive positive comments from our guests, but we are also grateful to learn from reviews like yours. We will review this incident with our team to ensure our guests are warmly welcomed upon arrival and treated courteously and respectfully. Thank you for being patient with us, and we hope you will consider giving us another chance to provide you with the hospitality you deserve.Sincerely,Hotel Management

2/10 Terrible

Molly

Travelled with family
Disliked: Amenities, property conditions & facilities
Dirty carpets, hair in sink, loose toilet, lamps didn't work, noisy, weird night manager who called my room at 1030 pm to make sure everything was, "to my liking." The key magnetizer only works for certain rooms, so they escort you to your room to program your key. You only get one key. The night manager actually knocked on my room's door while programming my key to make sure no one was in the room already. No breakfast, just coffee and granola bars. All this for just $165/night. But the bed was somewhat comfortable.
Stayed 2 nights in Oct 2023
Response from Hotel Management on 30 Oct 2023
Dear Molly, Thank you for staying with us and sharing your review. We apologize for any inconvenience or disappointment you may have encountered during your stay. We want every guest who stays with us to have a fulfilling experience and to depart with a lasting favorable impression; however, we sincerely apologize that this was not your experience. Your concerns will be shared with the appropriate individuals, and follow up to determine how we can enhance our service to our guests. We hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management

6/10 Okay

Miranda

Stayed 1 night in Oct 2023

6/10 Okay

BRANDY

Stayed 1 night in Oct 2023

6/10 Okay

jesse

Stayed 4 nights in Oct 2023

2/10 Terrible

Nathan

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Oct 2023

10/10 Excellent

Gerardo

Stayed 3 nights in Oct 2023

6/10 Okay

Gerald G

Disliked: Cleanliness, staff & service
The only redeeming value of this property was it was close to where I needed to be….& cheap too!
Stayed 3 nights in Oct 2023
Response from Hotel Management on 28 Oct 2023
Dear Gerald, Thank you for sharing your feedback with us. We're glad to read that the location of our property was convenient for your needs and that you found our rates to be affordable. However, we understand that there may have been other aspects of your stay that did not meet your expectations. We appreciate our guest's valuable feedback as we continually strive to grow and improve our guest services. We hope to provide you with a better impression the next time.Sincerely,Hotel Management

10/10 Excellent

Cheryl

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good clean room with comfortable bed. Shower water pressure is very low.
Stayed 2 nights in Oct 2023

8/10 Good

Ronda

Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff
Stayed 2 nights in Sep 2023
Response from Hotel Management on 12 Sept 2023
Dear Ronda, We're delighted to read that you had a pleasant experience with us at Extended Stay America! Our friendly staff is dedicated to ensuring your comfort and satisfaction throughout your stay, and it is gratifying to know that we are meeting our goals. Thank you for choosing us, and we look forward to welcoming you back soon.Sincerely,Hotel Management

2/10 Terrible

Stephanie

Travelled with family, Travelled with pets
Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel was trash! Old, dirty, poorly maintained, rare to come in contact with ANY staff. The beds are uncomfortable, pillow are flat, no amenities to speak of… The booking site mentions bkfst included and that’s definitely not the case. Unsightly characters were commonly seen around the property, grilling in the parking lot, or working on cars. Only positive is that it’s a pet friendly property. Won’t ever be going back! Yuck
Stayed 3 nights in Jun 2023
Response from Hotel Management on 13 Jun 2023
Dear Stephanie, Please accept our apologies for your disappointing stay with us. We always aim to provide every guest with the excellent experience expected of us. However, we are genuinely sorry to learn that this was not your case, and we understand your frustration regarding the issues you described. We will address these concerns with the appropriate individuals to see what went wrong and avoid such inconvenience. We hope you will give us another opportunity so we can leave you with a much better impression on your next visit.Sincerely,Hotel Management

8/10 Good

Jose

Stayed 1 night in May 2023

4/10 Poor

Matt

Business traveller
Disliked: Staff & service, property conditions & facilities
towels were dirty. tv didn't have working remote. no breakfast available. shower took 20 minutes to go from frigid to tepid.
Stayed 1 night in May 2023
Response from Hotel Management on 25 May 2023
Dear Matt, Thank you for taking the time to share feedback about your recent stay. We are disappointed to learn of the issues you experienced, so we apologize for not meeting your expectations. Your comments have helped us identify areas where we may need additional attention, and we will take any necessary action. We hope you will visit again and allow us to demonstrate the outstanding experience for which we are known.Sincerely,Hotel Management

4/10 Poor

Alireza

Business traveller
I was told breakfast is included when I booked the room, but in the morning, there was only dark coffee available without even any cream. They told me it is because of supply chain problem.
Stayed 1 night in May 2023
Response from Hotel Management on 25 May 2023
Dear Alireza, Thank you for taking time out of your day to post a review. We are sorry for your disappointment regarding the items we serve at breakfast. We have noted your concerns and will address them adequately as we continuously strive to improve our services and want our guests to start their day off right. Thanks again for your feedback; hosting your visit was a pleasure.Sincerely,Hotel Management

4/10 Poor

Gary

Liked: Staff & service
Disliked: Room comfort
Stayed 1 night in May 2023

8/10 Good

Marcia

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's not easy to find of the access road, they need a sign on the frontage road pointing to the hotel.
Stayed 1 night in May 2023

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness
Could do better
Cleanliness not a priority. Bathroom floor dirty. Hair all over the sheets. Couldn't have been fresh sheets. Should’ve paid $10-20 more for better quality stay at another establishment.
Stayed 1 night in May 2023
Response from Hotel Management on 17 May 2023
Dear Guest, Thank you for staying with us and sharing your feedback. We are sorry that your stay did not meet all your expectations. As we follow the most rigorous industry standards regarding the cleanliness of our property, we regret our housekeeping team could not catch the areas mentioned. Therefore, we appreciate you bringing your observations to our attention so we can address them adequately. We hope you consider this an isolated instance and revisit us for a much-improved accommodation. Sincerely, Hotel Management

10/10 Excellent

Verified traveller

Liked: Staff & service, room comfort
Stayed 1 night in May 2023

10/10 Excellent

Mary

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2023

4/10 Poor

Daniel

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The floors in the room were sticky. The water was too hot for a shower, the cold maybe wasn’t working because the temps wouldn’t adjust. Staff was not available. We had to wait for a few minutes before someone came to the front desk.
Stayed 1 night in Apr 2023
Response from Hotel Management on 26 Apr 2023
Dear Daniel, Thank you for taking the time to share your valuable feedback. We apologize for the inconvenience caused by the shower and even more so for not addressing this promptly. We have reviewed your comments with our team to ensure such matters do not affect future guests. We hope you consider this an isolated incident and revisit us so we can show you the exceptional stay you deserve.Sincerely,Hotel Management