4/10 Poor
Paul
Travelled with family, Travelled with family and small children
14 Nov 2024
Disliked: Staff & service, amenities
Not a 5* hotel, also the most expensive on our 11 night road trip and was the worst experience we had in Texas by far. Stayed 2 nights - arrived at 12pm (3 hours before check in) room wasn’t ready not a problem. I was told they are cleaning now and will be done asap (great news) went for some lunch at Terry Blacks as it’s a 10minute walk. 1:30pm back at hotel, not had a call or email so asked the front desk if the room was ready - not yet shouldn’t be long, no problem had a coffee at the Cafe which was the only (highlight of the place and great staff) 1:30-2:30pm others guests arriving and where checked in (not a problem) 2:45 I asked if the room was ready and it still wasn’t. 3pm surprise the room was ready. We had the lake view premier suite with balcony. The room/valet and bellboy services with the cafe are the only positives at the hotel. After the 1st night we went out for the day came back around 4:30pm and the room wasn’t cleaned. Contacted the front desk and was told someone would be there asap as they finish at 5pm. Called again asking if they are coming and suggested to just give us clean towel's and empty the bins. We were told no problem they will sort. So… 3 phone calls later (1 hour 30mins after 1st call) and feeling like we had to beg to get basic services someone turned up with clean towels! Shocking service for the price not a 5* hotel. Stay elsewhere in Austin AVOID this hotel. Not worth the premium.
Paul
Stayed 2 nights in Nov 2024