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February 2024 by Mariah Aguilar
Made reservation for a one month stay for a business trip, after doing extensive research into pet policy for my service dog and 12 week puppy. We were told by reservation line that one pet is allowed WITH service animal. We drove 8 hours and got into town at 10pm to be rudely greeted and told there is a one pet limit per room and we are not allowed both animals, even though one is a service dog. It seems to me that they go by what they want when it comes to allowing pets and do not abide to their guidelines. We were still charged for one nights stay and had to find a airbnb last minute that double our price of stay due to this inconvenience. The front desk attendant/general manager Norma Guitierrez was very rude. I’ve worked in customer service my whole life and it’s never been okay to act the way she did towards a paying or non-paying guest. She was repeatedly just trying to rush us out of the hotel and lied telling us she was giving us corporates number and gave me a recorded line that would only direct me to the feedback page on website. Would definitely NOT recommend, unless you are looking for a rude unpleasant place to stay.
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February 2024 by Ameer Jaber
The worse hotel ever, I lived there with my kids and very bad service I seen also is not clean enough most of people there is a homeless people
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January 2024 by Stephen Kovie
I have been here with my counsin for 3 years,and this place with Norma the manager is one of the best managers I have been honored to know in my lifetime,she is one of the nicest people I have met in my life she should be given a raise for all the things she does at this place.and her staff are super nice and try hard to please you and have this feel like home away from your home.even the room cleaners do a amazing job in cleaning the rooms,if you travel to austin ,you should rent this location,everybody employed at this location deserves a bigger raise.i will continue to tell everybody how great the staff is .
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January 2024 by Justin Luna
Horrible customer service. Front desk lady was extremely rude. Probably cause she was pregnant but that’s no excuse. Do better.
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November 2023 by Big Pyyi
Overall it was a good stay. My only issue was they don’t handle noise complaints at all. ILiterally had to listen to a lady randomly screaming every day & somebody on the 3rd floor stomping at the most random hours. Besides that no issues..Almost forgot I got called at least 2 times a week by the front desk about paying for my room after I paid it. Another something is always broke in the wash room.
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November 2023 by Estono D Villegas Sr
Enjoyed my stay at uptown
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November 2023 by Robert Wood
Very clean, functional room, comfortable bed, close to restaurants and gas station. A better choice compared to other locations with a kitchenette.The only negative I saw was in the laundry room. One washing machine was working, while waiting (two+ days) for the others to be usable.If possible maybe the parent company could build a location closer to Tesla. Another suggestion is maybe having two or three more drawers for clothes in the closet.Rooms: Updated and functional through out the room.
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November 2023 by Jordan Mills
Not a bad spot the maids always clean everything really well the only thing that sucks is being so far north but it's not too bad since you're right next to the I-35
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November 2023 by Jennifer Williams
Front desk staff is rude and doesn't like to accommodate disabled customers. A disabled friend of mine asked me to drop off some groceries to her and they refused to let me use the cart to get the items up to her.
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November 2023 by Mike Smith
This hotel is filled with cockroaches! Literally bugs in the rooms and all over the hallways. Disgusting place!
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November 2023 by Michael Smith
Worst hotel stay I have ever had! Extremely rude front desk staff! Unhelpful and lazy. Zero stars if it was possible.
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October 2023 by Presley Johns
Between my car getting broke into and being treated like a child over a towel it was peaceful and quiet. They showed no empathy or sympathy for my car getting broke into. I was treated rudely on several occasions. I contacted customer service and they never got back to me. Apparently the car thing happens there regularly.
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October 2023 by Samantha Lozano
WARNING!! truck owners!! They broke in our truck. Our back right side window was broken into. We notified the hotel and said. “ This happens once a month to a variety of trucks only, nothing we can do. “ proceed to tell us they have no cameras nor security patrolling at night!! Luckily we had no valuables in the truck and over all our room was nice.
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October 2023 by Camila Paviani
I made the reservation through booking and called the hotel twice before the trip to confirm that it would be ok to check in at 1am, as it was my flight time, they said it would be ok. I arrived at the airport and the internet SIM card I bought in my home country didn't work, I managed to order an Uber using the airport's Wi-Fi. I arrived at the hotel and they informed me that they were overbooked and that they could NOT honor the reservation that was CONFIRMED. They had room for 1 night, but they only do reservations for the week (which was what I reserved), and they couldn't open exception for me to stay 1 night, even if I was in that situation because of them not honoring my 1 week reservation. They simply said that they could not do anything.I argued that they couldn't do that, that that's not how they do business, that I came from another country and had been traveling for 24 hours and that I wasn't there just to see if they had a room, I came because I made a reservation that should be honored, but the woman (Robin) just said that she couldn't do anything.I asked her to help me solve the problem (which she caused) and she called another hotel and they had space, but it would take 3 hours on foot to get there.- I had no internet and no access to the network to make calls, so I asked her kindly to call a taxi for me, she couldn't find one.- I asked to use the wi-fi and she DIDN'T ALLOW IT because I wasn't a guest- I asked her to call an Uber for me and she REFUSED claiming it would come out of her pocket (not even me paying with money I had on hand)- I asked to stay at reception until a nearby store opened, she said NO.And she started expelling me from the hotelI started crying and said I wasn't going to leave there because of security, I was ALONE at NIGHT in an UNKNOWN COUNTRY, with a suitcase, in a hotel on the side of the road that refused to honor the reservation.She threatened to call the police, she didn't but she kept threatening me. I insisted a little more and she printed a paper with instructions from Google maps on how to get to a 24-hour restaurant so that I could use the wi-fi there and call an Uber to another hotel. The restaurant was a 25-minute walk away on the side of the highway, pitch black, almost no cars passing by, simply sinister. She called it "help" and said I wasn't her problem and she couldn't allow me to be at the front desk.Defeated, I walked out the door, took a few steps towards the parking lot and despaired, I couldn't move, I couldn't believe the ABSURD that was happening, I had never been so humiliated in my life and I had never felt so helpless. I only thought about the worst and the absurdity that was happening.Without internet and unable to make calls, alone, on the street, in the dark, the only option I could think of was to call 911 to ask for help. Thank God the call went through, I told them what happened, they sent two police cars to where I was, they called another hotel and there was a vacancy, they kindly took me there.As it was Formula 1 weekend in Austin, the city was PACKED, there was almost no accommodation left, the few that were left were at stratospheric prices, far beyond my budget. I managed to stay at the alternative hotel for 3 days, and with no other option, I had to buy a flight ticket back to my country as I had nowhere to stay to continue the trip. I lost the original ticket, I lost the plans I had, I lost money and I lost the desire to travel. I'm in depression.And they said that the other guests who would arrive after me would receive the same treatment and would not be assigned a room, so I would be very worried about reserving this hotel if I were you.Booking said they can't do anything, and I honestly lost trust in the platform, if they don't support the customer when they see the absurdity that the accommodation did, they are complicit and it shows that as a guest, you have no support. I do not recommend the hotel or booking ever again.
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October 2023 by C S
I wish there was an option for 0 stars. We called over a month in advance to book a week in Austin to visit friends and see the F1 race. We specifically asked for our friends to be attached to the room so they could check in before us as our flight was coming in at midnight.Our friends were met with so much attitude and rudeness from the staff it was almost baffling. They were told if they didn’t pay with their credit card for the week right then they couldn’t check in despite us calling ahead to make sure they could or they could have us call to fill out a form to let them pay. (At this point they had already charged our credit card for the night so not sure why the hassle) but they stepped out of the lobby to call us to tell us what we needed to do or ask if we wanted them to pay….we called the hotel immediately and told them to send us the form so our friends could get in and they told us they just cancelled our entire weeks reservation because we weren’t able to check in and our friends “looked like” they didn’t want to pay… (later the staff told us our friends said to cancel the reservation which was a total lie they later admitted was only a supposition on their part)Now imagine you’ve booked a hotel over a month in advance, you’re flying from another country and landing at 12am and at 1am trying to find another hotel during an F1 race weekend while your card has already been charged at a hotel they WON’T LET YOU STAY AT?!?The next day we drove there to talk and the minute we walked in we were met with pure attitude without them even knowing who we were…. We explained the situation and they treated us terribly and said it’s not their problem and they are full so there’s nothing they can do. We calmly explained how utterly devastated we were that we had done our due diligence in planning for all the factors of our trip and now we were left with no hotel for race weekend and trying to find one would be over 600 per night… she sheepishly apologized and said she would feel the same… but then basically shrugged and said, we can call you if we have some availability that comes up… (I thought to myself… ya like if you spontaneously cancel someone else’s reservation??!) NO THANKS… I’d rather sleep in the street than here.
