Easily Walk to ATT Stadium! Clean and Spacious

Thank you for your feedback. We’re truly sorry for the stress this caused during your stay. For future guests, we want to clarify the timeline. Your message at 8:50pm said only “hi, we have cockroaches.” We responded immediately asking for clarification, as guests sometimes send similar messages simply to let us know they saw a single bug so that we can address it after checkout letting us know, “no big deal, I know it’s Texas, just wanted to let you know.” When no reply with any details or tone showing concern came, we assumed it was the latter and signed off around 9pm. We’re a small family business with young kids, and we go to sleep. Your initial message gave no indication of urgency, so we had no way of knowing the extent of your concern. We did take it seriously and respond immediately to gather more information. We provide our phone number in multiple places specifically so guests can call if something urgent happens after hours. We always answer calls at night, but no call came in, so we had no way of knowing you needed immediate help or relocation. We also never received photos, or clarification if the cockroaches seen were dead or alive, and didn’t learn you had checked into a hotel until the next morning. Because your reservation wasn’t cancelled and remained active, the nights could not be rebooked. As soon as we saw your message the next morning, we offered to move you to another unit right away. Since we weren’t given the chance to resolve the issue before you left, and the nights stayed blocked, we were unable to refund the unused portion of the stay. We take pest control seriously and have monthly professional treatments done. In Texas, the large “roaches” people sometimes see are water bugs/palmetto bugs that can enter through pipes or open doors, not signs of an infestation. We don’t like them either so we treat proactively and address concerns promptly once we’re aware of them. We care deeply about cleanliness and responsiveness, and for any true late-night issue, calling us directly is always the fastest way to reach us! We will always do everything in our power to make things right for our guests. We truly wish we would have had the opportunity to resolve this for you, and we’re sorry you’re upset about not receiving a refund.

It was wonderful to have you Theresa! I'm so glad you enjoyed your stay and hope to host you again!