Courtyard by Marriott Austin The Domain Area — Hotel in Austin

Tried to resolve issue with hotel directly, but never received a response to my below email: Dear Ms. Miller,

I am writing to you regarding my recent stay at the Courtyard Austin Northwest/Arboretum on April 19-21. The first evening we returned to the room, we discovered the toilet was not flushing properly and it completely overflowed. We were advised there was no maintenance staff available until the morning and the hotel was fully booked, so we needed to just wait and not use the bathroom until then.

Maintenance came the next day and again, after a full day of being away from the room, upon return, the toilet was still not flushing properly. Again, we notified front desk and the woman on staff advised us we needed to wait until the morning and we should speak to the front desk in the morning about getting a reimbursement for our troubles.

When my husband spoke with the front desk at around 8am, we were advised she couldn't reimburse us for the nights because our stay has already passed and that we can only get points. She said she would speak with her manager. Maintenance didn't come to fix the toilet until close to 11am! When we went down to check out, we were advised that we can get the refund and it would show up on our card within the next few days.

Fast forward to today. I called the hotel and spoke with x to check the status of our refund. She said there was no refund on file nor were there any points issued. She said there was no indication of this incident at all. When she checked with the sales manager, she was advised I didn't qualify for a refund because my stay has already passed.

Though other friends that were staying at the hotel that weekend experienced inconveniences such as a mirror randomly falling from the wall and shattering while she was laying in bed or a towel rack falling off the wall when they closed the bathroom door, a non-functional toilet was truly frustrating and beyond inconvenient. My husband and I had to rely on our friend's rooms to relieve ourselves and showering in their bathrooms as well because we had to wait for them to clean the floor after the first incident.

At this point, I'd really just like a refund for my stay. I feel like the "stay has passed' issue is through no fault of my own. I immediately reported the issue at the time it happened and was told by hotel staff I had to wait until the next morning to get it remedied. Upon check-out, I was advised that I would be seeing a refund on my card within the next few days. This whole situation has been a negative one and I'd rather get reimbursed my original amount versus getting credit for another Marriott stay.

Please feel free to contact me at this email or phone...

There was a time when I would only stay at this property when in Austin. I'm not sure exactly when problems began, but the quality of the property has been severely diminished over the years.

Many maintenance issues existed in our room (202) during the latest stay. The wall heating unit was not working properly. We were awakened every time it came on from noises which sounded like the compressor had thrown a bearing. Finally had to turn it off to get a wink - this on a night when the temperature was in the 30's.

The bathtub was old, and had drainage problems. The shower head could not be adjusted. Lights didn't work. The iron was old, and leaked dirty water on my shirt. There was a missing closet door handle - minor, but still showing a lack of attention.

The room overall was clean - we can give high marks to the housekeeping staff.

The day crew at the desk were also good, but couldn't accommodate requests for small things as they didn't have access to certain amenities like replacement pillows and toiletries. Not a huge deal, and they were extremely nice. But lack of ability to address guest requests was inconvenient and not what we have encountered at this property previously.

The last straw was having to call the desk to report a long, loud and very abusive fight between several people in the hallway, primarily one couple in the hall literally right outside our door at 11:30P.M.

To his credit, the night manager came up and spoke to one of the warring parties, a female, and asked them if there had been a fight. The woman flat denied it, although she'd been yelling and cursing just prior to his arrival. She tried to make nice with the manager. Again, right outside our door.

The unforgivable part was him then knocking on our door, in front of the guests involved in the on-going loud altercation, where I then had to be confronted with calling this woman out as a liar.

As the reporting guests, this placed us in a totally untenable situation, security- wise. If we'd wished to confront the combatants, we would have. Involvement of management was the proper thing on our part. His bringing us into the matter was completely unacceptable.

In total, the overall condition of the property was bearable. The choice by the manager to directly involve us in a situation that might have escalated was completely unforgivable.

The situation continued after the manager left, until well after midnight, but we felt as if we could not call the manager again based on what happened earlier.

We will not stay at this property again.

This is far from what we expect from any Marriott property, and we have stayed at many across the country and around the world. Totally...

If I could leave 0 stars I would. I stayed at this hotel for 4 nights back in October for a professional work trip. Upon returning home, I was reviewing receipts for expense reports and found a room service charge. I immediately called and informed them I did not order room service during my stay and asked for a refund. I was told by the front desk that they could not refund it until the manager had a chance to look through the room service book to verify that I did not order room service and that they would call me back. A week passes and still no call back, so I call again and am again informed that the manager has not yet had a chance to review the books. I wait ANOTHER week and a half and still nothing! So I call for the third time and speak to someone else who informs me that the charge was already refunded back to my account. He forwarded me the receipt that "claimed" the charge was refunded, but it did not appear as a refund on the receipt, and still appeared as a charge. He reassured me that the receipts are just wonky and that it did indicate a refund. Well, I checked with my business office and there still is no refund. I emailed the person who I last spoke to and have been completely ghosted. The amount of trouble I have had to go through for a $13 charge (that was their own error) has been nothing short of incredible! I use a company card and am going to have to take my loss and pay my company out of pocket. Absolutely ridiculous, this should have been resolved the moment I called...