Guest User
October 21, 2021
Extended Stay Austin Arboretum South -This is by far the worst experience I have ever had with a company. I booked with Extended Stay over a month prior to the date I needed. This completely unprofessional organization canceled my reservation 40 minutes before check in. 40 minutes! I did not book through *******, or any 3rd party booking site. I booked directly through the company’s website! They just sent me an email stating that my booking was canceled right before check in! After investigation, they informed me that they were “overbooked” due to renovations! Overbooked? I booked a month ago, and this company canceled my reservation right before check-in. I called customer relations, and they told me the GM of this location (Sandra Lopez) would rectify the situation and call me back. Guess what? She never called me. I then call the location to speak directly with Sandra Lopez, and she magically had an “emergency” and had to leave. She would not talk to me. The front desk then said that Sandra had a room for me, but it “booked before the reservation was made.” The front desk worker said she would try to help, had me on the phone for over an hour, and then said that Sandra “had a room for me, told me the location, but I did not make it in time.” This is a complete lie! Sandra would not even speak to me, and then she lied about the situation. I have never been more disrespected, and have never dealt with more unprofessional people in my life! I will contact corporate and post this horrible experience on every single site I can find. Never book with Extended Stay!!What hotel organization canceled a 1-month reservation minutes before check-in? Sandra Lopez NEVER called me, NEVER left a message, NEVER emailed me, nor did anything the Customer Relations said she was supposed to do. I am contacting BBB!