Aloft Austin Downtown — Hotel in Austin

I understand some of my frustrations with my experience were not within the control of the staff, but their response to some of them was sub-par. I arrived at the hotel and stood for 2-3 minutes waiting for the concierge to acknowledge/greet me so I could check in. He was busy finishing up a transaction on the computer and I know he saw me, but didn't even offer a quick "I'll be right with you." This was the first bad sign. I asked if I could check in early (at about 1p, check-in is normally at 4) and the concierge informed me that only kings were available, not the double I had booked. I of course understood and went to the Caroline bar to wait. I checked back a couple of hours later and the room, which the concierge verbally told me was a city-view, was not ready and was awaiting inspection. I checked back at 4:30p to get my key and a different concierge informed me that I had not booked a city view and that he had a regular double bed. I told him that I had been told we had a city view and his response was "you booked a regular, so unless you have something to show me that you booked a city, that's what you're getting" (paraphrased, but I think it conveys the dismissive/abrupt tone correctly). My phone had died and I was frustrated and not in the mood to argue, and needed to take a shower to get to an early dinner so I took the room. The room itself had the most depressing view and several unfilled bottles of shampoo/conditioner/lotion left (so much for the inspection we were waiting for). The valet was another issue, but the valets themselves did their absolute best and were incredibly apologetic and attentive. I got the car once during my stay (to retrieve bags) and it took about 45 minutes to get it (15 minutes waiting after texting and another 25-30 waiting because the traffic light at Brazos was not working). Then, when leaving on Sunday we texted and then got a message (20 minutes later) that there were not valets available. We gave the ticket to the valet and it took another 30 minutes to get our car. (They were so swamped with folks trying to leave and they did call another valet in, so I think they did what they could, it just was awful waiting with masses of people). Finally, it was great seeing a drunk woman in her bikini passed out on the floor of the lobby and then seeing her friend try to put her onto a hotel luggage trolley to haul her up. Did I mention that Sunday morning I went down to get coffee at the coffee bar and they couldn't sell anything because the barista didn't show up? Overall, the absolute worst experience and I don't think anyone should stay at this property. There is much better for the same price ($190 for the room plus $65 for the valet). I'm pretty understanding (and have worked in retail and get that things fall apart sometimes) but this agitated me enough to write this diatribe. I would love if someone in management (ideally the GM, but I won't hold my breath) would reach out and let me know their feelings on...

If you're considering hosting a large meeting at Aloft in downtown Austin, think twice. I brought a team of 25 people for a 1.5-day meeting at the hotel. Initially, they were responsive to our needs. The hotel has two small meeting rooms that can be combined into one. However, by 11:30 am on the first day, the air conditioning stopped working. Despite multiple requests for maintenance, all we got were a few individuals who came by, took the temperature, and left. No one apologized or offered a solution. We endured more than four hours in a stifling room with over 20 people, including a pregnant employee and others with health conditions. No one checked on us, replenished ice, or offered any support. My executive assistant tried to contact the meeting planner, Amber, but she was conveniently "unavailable" after 5 pm, according to Jonathan at the front desk. Let’s talk about Jonathan. After my meeting wrapped up at 5 pm, I asked to speak to a manager. Jonathan, rather than being helpful, interrupted and told me I needed to be more polite if I wanted assistance. This was while we had people suffering in an 81-degree room. When I explained our concerns, he flippantly asked if it was a "medical emergency." No, Jonathan, but it was becoming a serious issue. The on-duty manager eventually told us the air would be fixed within the hour, but most of my group had to sleep in unbearable heat that night. By 7:30 am the next day, the room was still at 79 degrees. Amber, who had been absent the previous evening, finally arrived after I had to escalate the situation. Basic things like fans, napkins, and setting up the room weren’t handled until we specifically requested them, and even then, we were met with excuses about the city being responsible for the air issues. The manager Bri and Amber did apologize which I appreciated, even called after I left. However, it wasn't enough and it was too late. As a result, my pregnant employee got sick, others had severe headaches, and many lost sleep or their voices from trying to speak over loud fans. The hotel’s solution? 5,000 Marriott points, which hardly compensates for the discomfort and stress caused. If you're planning an event here, make sure the air conditioning works and that there’s an actual manager available. This experience was a disaster, and we will not...

Absolutely Disgusting – Unsanitary Room, No Refund, and Racial Discrimination My recent stay at the Aloft Hotel in downtown Austin was an absolute nightmare from start to finish. Not only was the room itself filthy and unsafe, but the way I was treated by staff was unacceptable—and blatantly discriminatory.

When I checked into my room, I was horrified to discover the bedsheets were stained with what appeared to be feces and other bodily fluids. There were also bugs present, making it impossible to even consider staying the night. I immediately went to the front desk to report the issue, only to be told they could not move me to another room that night because they were “fully booked.” I was left with no safe or sanitary place to sleep, and no effort was made to resolve the situation.

To make matters worse, I was treated very differently than my partner, who is of a different race. While they were met with calm professionalism, I was spoken to with dismissiveness and suspicion. The contrast was undeniable and made the experience all the more degrading. It felt like I was being profiled the moment I walked in the door.

I left the hotel immediately and did not stay the night. Despite this, Aloft has refused to refund me for a later night I had booked, and they are withholding my deposit for a stay I didn’t even complete. No apology. No accountability. Just silence and avoidance.

This hotel failed on every level—basic cleanliness, customer service, and human decency. If you’re expecting a safe, welcoming, or respectful environment, especially as a person of color, do not stay here. I will never return, and I strongly caution others to avoid this location...