Atwell Suites Austin Airport by IHG — Hotel in Austin

Avoid this hotel. Disparaging, rude, and prepared to treat you like a criminal.||Follow this review, because I am sure it will be replied to by the General Manager in a condescending and spiteful manner that will lack any accountability or empathy, exposing the true underlying foundation of how this hotel is ran. Bob & Son Ltd and owner Hiren Patel seriously need to look into management and treatment of patrons.||My stay ended with threats, coercion, and open mockery. This property operates like a witch-hunt for fees and penalties. If you value your dignity, skip this IHG location in Austin—even if you're chasing points. Book Hilton instead.||I’m an IHG Platinum Elite Ambassador Member and a long-time supporter of the IHG brand. I usually stay at higher-tier properties, but due to limited options in Austin, I chose this hotel for its proximity to the airport. Initially, I was impressed: it was clean, newly renovated, and had decent amenities for a 2.5-star hotel. The night check-in clerk was kind, and I told her I might extend depending on the room. She said it would be no problem—just notify the front desk by morning. Standard service so far.||As expected, I was granted a 2:00 p.m. late checkout. At 11:35 a.m., I called to confirm the extension and was told it was fine. Yet at 1:35 p.m.—still within my checkout window—I was called and told I had to come down immediately. I complied.||The staff tried to extend the reservation internally but couldn’t, so they asked me to rebook online through IHG, which I did. That brought us to 2:00 p.m., and I returned to the front desk ready to check in again.||However, I’m traveling internationally from Singapore, and my bank flagged the charge for security reasons. My physical card was temporarily declined. I explained the issue and asked for a moment to call my bank. Unfortunately, my phone had just died. I asked to go back to my room to get my charger, but they refused—because I “hadn’t paid.”||Let me be clear: I was trying to pay, had a confirmed reservation, and had access to funds. I just needed to retrieve my charger. The front desk clerk looked visibly nervous, repeatedly urging me to “hurry” and implying her manager would be angry. None of it made sense—I wasn’t even extending the same stay; I was starting a new reservation.||Eventually, I used a wireless charger in the lobby, got in touch with my bank (despite it being 5:00 a.m. in Singapore), and was ready to pay by 2:45 p.m.||At 2:49 p.m., the General Manager stormed out and abruptly canceled my reservation. She loudly said: “You have no money,” and told me I had 15 minutes to leave or she was calling the police. I was stunned—I was literally standing there ready to pay.||She escorted me to my room and called security to monitor me as I packed. I’m currently in the middle of a military PCS, and I had numerous bags and personal items to move. She kept repeating, “You have no money,” as if this justified the humiliation. Is this what professionalism looks like?||I was forced to pack and leave in a panic. In the chaos, I accidentally left behind a bag containing my ID, bank cards, and personal belongings. That bag was later opened without my consent, and now items are missing.||This wasn’t a misunderstanding. It was a hostile, unethical handling of a temporary payment delay from a loyal customer. It was disgraceful.||No patron—regardless of status—should be treated like this. I expect this review will be followed by a defensive, empathy-free comment from the General Manager. But let that response be evidence of the culture running this property.||Bob & Son Ltd and owner Hiren Patel need to take a hard look at how guests are being treated here. This property is damaging...

When I booked this hotel because of its proximity to Austin Bergstrom International Airport, I was unaware that it opened just a year ago, which means everything still looks and feels very new. During a five-day visit to the region, we stayed in three wonderful hotels, two of them historic with lots of charm. But it was wonderful to spend the final night in the Lone Star State in LIKE NEW accommodations.||Adjectives that come to mind as I walked around this very thoughtfully laid out property were gleaming, sparkling, immaculate, cutting-edge, modern. From appliances at the beverage bar to equipment in the fitness room to TVs mounted in the guest quarters, most everything looks fresh and functions perfectly.||As noted on their website, the following are Atwell Suites' signature hallmarks:||1) "Flexible & Enriching Spaces include modern suites designed with distinct zones for work and rest, with functional workspaces and a comfortable lounge area complete with well-crafted design touches like a gallery wall above the in-room sofa...The lobby areas mix private and shared spaces in a thoughtfully designed space that incorporates elements that pay homage to local Austin culture and Texas traditions."||During my brief visit, I took advantage of the inviting "restaurant" that doubles as a lobby. A variety of seating configurations and two different TV monitors offer several options for guests. Had I been staying for more than 24 hours, I would have taken advantage of the Fitness Room, which is spacious, well equipped with a variety of workout machines and supplies, and meticulously maintained. Atwell seems to have gone out of its way to design a variety of comfortable work spaces so that you can separate work from rest and relaxation in your room, although the guest rooms are, certainly, designed for remote work.||2) "Food & Drink to Start & End the Day includes complimentary breakfast in the morning featuring a variety of quality hot and cold items such as overnight oats, vegetable egg white omelets, and the brand’s signature Churro donut. Guests...also have access to a self-serve Refreshment Stand, featuring bean-to-cup coffee, still and sparkling water and tea 24/7. In the evenings, guests can share small plates with friends."||My brother and I shared three small plates-buffalo wings, hummus, and a chicken flatbread. While the small plates menu options are limited, there is a good variety and what is served is prepared well. Our three small plates easily satisfied our evening appetites. A few alcoholic beverages-beer, wine, and cocktails-served in bottles and cans, are offered.||3) "Genuine Connections inspired by conversation starter coasters at the bar, a shared TV lounge, games and puzzles placed throughout public areas, and themed events that bring guests together."||The layout of furniture and the provision of games and conversation coasters do encourage interactions between guests. I am including the offering of an airport shuttle in this category because the drivers are quite pleasant and engaging. It should be noted that after 3 PM, the shuttle shuts down for the day and a rideshare provider will be contacted for trips to/from AUS.||Atwell Suites has created a brand for our times when travel is exploding and many people can work from anywhere. The innovative layout of guest rooms and shared spaces should appeal to all generations and to those traveling for business...

It was horrible!! The breakfast was over 16.00 and that was for lousy service and a buffet that didn't have much variety. The curtains didn't close completely and the light coming though was bothersome. The walls are thin as my neighbors partied and were loud every night. The initial checking clerk was amazing he went above and beyond but that is as far as the hospitality went. I was there for a conference travelling with my 1 1/2 year old son. Ironically the conference I was attending was in the same hotel about children in a not children friendly hotel. While walking to my room after the conference, I noticed a worker walking out. When I asked him why he was there he stated the housekeeper reported my son had scribbled on the wall. I knew this was not the case and had him accompany me to the room for verification. The young man was polite looked through the room and verified there were no pen marks on the wall. I did explain my son had marked with pen a pillowcase. I explained it was the pen from the hotel and it was easily removed with rubbing alcohol. The "agent" as the manager called him stated not to worry about it and it could be easily removed. I was bothered because the "agent" said they couldn't understand the housekeeper as she spoke Spanish and no one was there who understood her. I contacted management Shante was her name I explained to her what I explained to her agent. She too explained they could not understand the housekeeper. I explained I felt it was intrusive and very rude in the way the situation was handled. I thought that was the end of it. I received a letter upon checkout that started with an apology followed with a however the housekeeper said there was a pen mark and stain on the duvet, and little cover that is at the bottom of bed. She went on to say she set it aside so I can look at the pen marks. I was appalled at the letter. Really all this over some pen marks that could easily be removed? Anyone who has ever worked in the hotel world knows pen marks are one of the easiest things to remove. Yet, this manager found that it was important enough to send an "agent" to investigate. I wonder if this is how they treat all customers who unintentionally stain items? The letter she sent was condescending and inappropriate. If you have a family, or fear of making a stain I would avoid staying here at all costs. Never again will I stay in this establishment or perhaps any Holiday Inn based on...