Onyx Hotels in Austin

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comments 5

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  Rabab S

  :: 26 November 2017 09:39:39

  I have been staying at the Lakeshore retreat in Austin during this Thanksgiving weekend and I am very unhappy with the lack of communication and professionalism by Ryan and the Onyx team. The one thing I can give them credit for is when we checked in and we found that the oven was broken they sent somebody over right away to fix it. Other than that, I tried to contact Thomas and the owner Ryan to speak to them about how unhappy I was with the property. Thomas, the local rep, called me back and told me that he is now off the clock and that I should contact his boss Ryan to express to him my concerns. When I contacted Thomas, the owner, he made me feel like I was bothering him on a holiday weekend. Even though I was emailing him on a business line for a current business concern and not a personal issue. I basically told him that I did not feel like the description of the rental fit the actual property and that I would like to check out a day early if possible. Until now he has not yet responded via email or phone call which I think is extremely unprofessional. My issues with the property was that the description did not fit what I believe the property to be. It states that it is a 3 bedroom house....It is a condo at best and it feels like an apartment. The pictures also make it appear like it is a townhome facing the lake, but this is what not what you will get. The rental is in the back of an apartment complex with a very narrow view of the lake. It also states there is has a nice view of the downtown lights. There is no such view. Basically what you can see are trees and a little show through of some lights in the distance. This rental may be nice for some young adults trying to enjoy the city, but not for a family trying to relax and enjoy the lake/view. This is definitely not a luxury retreat. My review is actually not for the rental itself as much as it is about the lack of communication and professionalism from the owner. Even if he could not give me a refund and let me check out early, the least he can do is respond. Professionalism is key..... Even on a holiday weekend!

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  Pat Krouse

  :: 02 October 2017 17:14:33

  UPDATE: After posting my review, I was reached out to by the owner. While I never heard back from the manager I contacted about my issues, the owner was prompt, polite, and fair in his communication and resolution of the situation. He offered a solution that I felt was fair to address the issues with our room and acted on it quickly. I understand not every hotel/airbnb/VRBO is going to be perfect, and all I ask is when there are issues that they are adequately resolved in a timely manner. This olive branch from the owner addressed our issues to solve this. Based on this experience, I would now recommend. OLD: I found Onyx through VRBO and rented a place with Onyx over Labor Day weekend. First, the front gate was broken all weekend. Then, upon entering the unit it smelled TERRIBLE. So bad where you couldn't hang out in the unit without the doors open and fan on. We called the manager, Thomas, ASAP and he said he would send someone out. After coming out they realized the roof had been leaking and the insulation had molded - hence the terrible smell. We were then told they would move us to another unit. We waited, and waited, and waited. We were never moved to another room. The only person we ever heard from again was the maintenance guy who came to change an air filter - which didn't help with the smell at all. After all of this, I continued to call Thomas at the management company for a week and have yet to receive a call back to remedy this.

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  John Amstadt

  :: 23 May 2017 00:06:16

  Everything is great but the internet is awful.

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  Alex Smith

  :: 16 January 2016 19:55:04

  I stayed at an Onyx property this past weekend in Austin. Everything from the booking, checkin, welcome letter, and unit was phenomenal. Ryan was extremely helpful and went out of his way to ensure my guests and I had a fantastic stay. The decor and theme of the unit was awesome. I will definitely be back.

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  Monica Zotter

  :: 11 January 2016 03:41:40

  My sister and I stayed at an Onyx Hotels property last month and had a great time. The condo itself was very clean and well furnished. The distance to 6th Street was only a couple of blocks, which made for a lot of fun. I would definitely stay here again. The candy on the bed was a fun treat.