Hawthorn Extended Stay Austin North

The friendly, helpful staff stood out, especially Lupe at the front desk and the woman who assisted me by phone. The modern lobby and rooms are beautifully designed, and breakfast was tasty and plentiful. Downtown Austin is about a 25-minute drive. I had a wonderful stay and will book here again on my next Austin visit.

The head housekeeper's aggressive behavior and the lack of any response after I raised the issues are why this went from a 10/10 stay to a 1/5 review. On our first visit, she banged hard on the door around 11 AM even though we'd requested checkout at noon. When I opened it, she said she'd just noticed the late checkout request. She woke our sick baby, who'd been up all night. On our second visit, she banged again and demanded we leave or get a reservation, even though one was already in. She went to check, then came back to apologize and confirm it. Later, while I was out working, my agency had trouble booking because of delays and last-minute bookings caused by the bad weather. Instead of waiting for the reservation to arrive, she removed my family and all their belongings from the room and put them in the lobby. The reservation came through as it had every day, but 45 minutes later, when another one was in, they were told they still couldn't stay. Room 425 was a disgusting mess, nowhere near clean and nothing like the photos or description. The threats, humiliation, poor service, and aggressive treatment were bad enough. Getting no response when I reported it made things worse. This was a terrible experience, and I'll post about it on every platform. The hotel can fix this, but that's its choice.

My vehicle was broken into even though it was parked right in front of the hotel under a light. Nine or ten other vehicles were hit as well. This had happened the week before, but there was no security patrolling the lot and no warning to guests. The front desk woman who was meant to be at her post was nowhere to be found when it happened. I won't book here again because of this negligence.