Extended Stay America - Austin - Northwest Arboretum - The Domain

“Above and beyond”

I don't understand the bad reviews this hotel has received. When I arrived after a week of hard travel I was placed in a room next to the building's back entrance. The building's back door's closer had just malfunctioned and it slammed each time someone entered. The next morning I explained t... more

I don't understand the bad reviews this hotel has received. When I arrived after a week of hard travel I was placed in a room next to the building's back entrance. The building's back door's closer had just malfunctioned and it slammed each time someone entered. The next morning I explained the problem to Kayla Hayden the hotel GM who happened to be at the front desk. Without hesitation she pulled out her inventory sheet and said, let's take a walk. She then proceeded to show me the four rooms she had available and let me choose from them. As if that wasn't enough, she refunded me for the night. Did I mention it's the day after Thanksgiving? Later that day I noticed her sweeping a stairwell. When I asked why she was the one doing it, she explained that her staff was just getting back and they were short for the day. Can you imagine? She didn't want to wait a couple of hours to catch up on the small things that slipped over the holiday. To make the whole situation stand out, even more, I saw a gentleman from engineering fixing the back door a couple of hours later. I also want to mention Dianne the nighttime desk attendant. She is an absolute sweetheart. You won't find a more hospitable staff. My room is fantastic and the price point at this hotel is great. Thanks, Kayla & Dianne. Traveling on a holiday is hard and you went way above and beyond for me.

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