Onyx Hotels

"I booked two condos at Onyx Hotels in Austin for travel in May 2020 and paid in full. When the COVID-19 pandemic escalated in the US, I inquired about their cancellation policy and asked if they would changing their refund policy. I was told that the policy was not changing and refunds would not be issued, despite stay at home orders in both MA (where we were traveling from) and TX. I was only offered a credit for use in 2020 AFTER I disputed the charges with my credit card company (which was denied because there was no merchant error). I asked Onyx for a 1 year credit or a 50% refund and was denied. I am still fighting to get some of my money refunded. DO NOT BOOK THIS HOTEL! Their response was terrible when trying to book these condos to begin with, and their response during this situation is simply disgusting. It's as if they do not even realize that we are in the middle of a global pandemic. They only care about their money."

"We made a reservation in mid January for travel in April and paid 50% which was $1302. When at the end of March it became apparent that travel was prohibited we cancelled our reservation. When we asked Ryan for our refund he informed us that he would not change his 48 hour cancellation policy even during the Covid 19 crisis. He actually lied and said AirBNB had our money. I contacted AirBNB. It took me everyday for a week to get our money back. I actually had to submit governor's executive orders to prove travel wasnt allowed. Ryans choice to screw people at a time of crisis shows his character. I will never use his services again. As you can see by the reviews if you dont have any issues than the properties are great but if you need help he turns his back. Don't use ONYK Hotel rentals through AirBNB. Buyer Beware!!"

"I just want to forewarn people before they book this any of these properties. We recently booked one Ryan's Austin, TX properties via Airbnb. I will state up front he has a 48 hour cancellation policy, which I think it ridiculously short. He said he prides himself on wanting to be a hotel operator - hotels allow you to cancel up to 48 hours before you arrive. Now I understand that Ryan is running a business. My issue is with his poor level of customer service and his complete lack of understanding or compassion. We booked his property in June for a November 8-10 stay - ONE WEEK later we had to go in and cancel as one of our party had something come up that weekend that they could not change. Based on the email we received from Airbnb, we thought we were getting a full refund anyway because we had cancelled so quickly. A month later we realized that we had only been refunded half of our total - so Ryan was charging us $981 because we booked four days later than his stated policy. When we complained to Airbnb, they felt so bad they refunded us $200 of that $981. We reached out to Ryan no less than 5 times that week to try to get him to do the right thing and at least give us a partial refund. We also asked if we could re-book at another time and use the money as a credit. He never responded to us. Finally, after over a week and several emails to him, he emailed us through Airbnb and said we were trying to extort him with threats of poor reviews (we simply said if we did not hear from him, we would share our experience - by definition, I believe that is a review and is well within our rights). He also reported us to Airbnb. So instead of dealing with us as upset customers and trying to remedy a situation, all of which would of been to his benefit, he simply gave us a very terse reply and reported the incident to Airbnb. That is his idea of customer service. And on top of it, he tried to hide behind Airbnb. They told us it was his call entirely. I guess he would rather screw a potential customer out of a lot of money. I am simply sharing this for all others so that no one else loses $981 hard earned dollars to this guy."

"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."