Courtyard by Marriott Austin South — Hotel in Austin

The people at the hotel were great and are to be commended. They turned a rotten experience into a good one.

I had tried to use the app to book rooms when a business meeting was extended. As soon as I tried to use the app it wanted to update so I let it. It just went downhill from there. it would take my password using either my email or rewards number as the user. it wouldn't let me book without signing in. I tried the password reset option and I got nothing (actually, the email arrived several hours later after I was checked in). I gave up on the app and called the 1-800 number for reservations. Waited in the queue. Finally had an answer. Since i was in a call I couldn't look up the hotel's address on my phone. i gave her the location (i35 south in Austin, next to Residence Inn) and she kept giving me hotels that were in RoundRock and other places tens of miles away. I asked her to just say the addresses and I could pick from them but she didn't understand enough to follow directions (Indian call center has a definite language problem with English) I finally gave up on her and hung up.

Round three, next tried calling hotel directly after getting number from phone. On hold, for over 20 min, no answer no human. Gave up again and hung up. I've now wasted the better part of 2 hours trying to get a reservation. I get the other person and we drive over in the rain. Get to the front and was told that there were not two rooms for two nights available in regular king. I tell them the entire wasted effort I put in earlier trying to get reservation before they were out of the room i wanted. At this point i was more than upset with Marriott.

However, they listened, gave me an upgraded room at the same price as the room i had wanted, and were very understanding and polite.

Their actions are what saved this experience from being one of the most frustrating nights I've had in awhile and much animosity towards Marriott into a good experience. The employees on duty are to be commended.

But you really do need to get a better online experience as it is certainly costing...

Upon approaching what looked like it may be the check in desk I noticed the employee on the phone and computer. I wasn't sure if it was check out so I was hoping she would speak to me so I could ask where to register. I stood there for an uncomfortable amount of time and she never once acknowledged me. After a couple of minutes she got off the phone and finally looked at me. She offered no apologies for the lack of greeting or acknowledgment. She checked me in and I went right to my room to check my email, but was unable to get online without a code. I called the front desk and it rang and rang and eventually just went to a busy signal. I called back and still no answer and another busy signal. I then called the main number from my cell phone and still no answer. I go downstairs and ask why they aren't answering customer calls. The same rude lady ran over to the man I was speaking to and said oh that was me, we were helping another customer. I guess it never occurred to her to provide good customer service and answer the phone even if she had to ask me to hold. Again acknowledging the guest was no concern of hers. In addition the complete lack of service i had received so far, i found the pool had been closed by the department of health and human services so apparently the pool cleanliness is was of equal concern as their customer service. The next morning I went down for a coffee from Starbucks and was served burnt, luke warm coffee. Pitiful!!! I will not be back!!! They literally got...

Wow, I truly had the worst experience at this hotel. Mostly it was because of the bedding. The sheets are polyester. Well, 60% cotton, 40% polyester. I absolutely hate sleeping on polyester sheets. When I my skin touches poly sheets it instantly feels hot, suffocated, clammy, damp, sweaty. Everyone knows cotton sheets are good and poly ones are bad. So why, when I’m spending $284 a night on a hotel room, are the sheets made of cheap plastic? Why am I tossing and turning all night feeling like I’m stuck inside of a literal plastic bag? It’s outright disgusting. This would be one thing in a motel 6. But it shouldn’t even be a question in an expensive hotel room if the sheets are going to be 100% cotton or not. I spend more on hotel rooms specifically to make sure this DOESNT happen.

After a terrible nights sleep, I spoke to the receptionist about it and asked for them to compensate me. The best they could offer was a free breakfast. I mean really? I would have slept better in my car than in your hotel room— and you’re basically not even going to try and make it right? The fact that somewhere in their executive branch someone at Marriott thinks it’s acceptable to use polyester sheets is a hugeeeeee quality control and taste level problem. I honestly will never try staying at another Marriott hotel ever again. I’m honestly just so mad that I spent nearly $300 on a hotel room with cheap, hot and awful plastic sheets. I didn’t like the...