Extended Stay America Suites - Austin - Round Rock - South

Decent

Charmaine was very pleasant. Great value.

Nice and quiet

Everything was great, excellent service.

We booked two nights here for a show and the location is great, loads of things to do around here. However, 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. There was a rumbling from the floor below and our floor was vibrating and we couldnt sleep. I went down at 4am, no one was there. I called the number 800 number at the desk and they tried calling the property and they told them i had to wait until 10am. I went in the morning and waited 45 minutes for someone. 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 experienced.