Hyatt Place Austin / Lake Travis / Four Points — Hotel in Austin

Made the reservation months ago with no problem. Two email confirmations were sent for the 2 rooms with the one room under my name quoted 127+. We arrived for a Festival (Conference) Saturday morning around 730am till 5pm leaving home at 6am. Afterwards we ate at Luby's and then drove 35 minutes to the hotel, arriving around 740pm to check-in. Once we arrived, we were told that both rooms were canceled. Front desk said that management tried calling numerous times and sent a few emails as well. He stated that my card was declined (it was). When I pulled up my call logs, I had no missed calls from the Austin area. My phone didn't ring because I had music in my ear while photographing the enter event. After showing front desk that I had no missed calls, he responded that it was just by emails because there was no number on file and that a few was sent. I asked him "you said they tried calling and now emails, which one was it?" Then the attitude started and he refused to help.. Everyone knows, when you make a reservation directly with the hotel, they will ask for you phone number and it is put under your information for the room... After checking my emails at that time, the manager did reach out by email just after noon with the subject title, "CC information missing." ➡️ Credit Card Information Missing...He then proceeded to ask if I was still needing both rooms for the night, etc. After no response from me, my rooms were canceled 2 hours prior to me arriving at the hotel last night. Then we were told they had no rooms available and said that he couldn't help us. We asked for management and was told that there was no one on duty at this time. Yes I was upset, because the guy at the front desk had an attitude and lied about how I was contacted. And I had over $165 available in my account and over $300 in hand. Once I reviewed my notification from my bank (email and account) and found out that they tried charging my card for 201+ dollars. Both rooms would've been over $300. I called corporate andexokained everything to them. Corporate ended up calling the hotel while I'm on hold. She comes back and was told that they had rooms available and were willing to check us in once the card was resubmitted. Now I'm highly upset because he lied once again. At this point, I'm tired with a 7year old and another couple m, so we chose not to stay after all this. We ended up driving 35/45 minutes (traffic) to another hotel downtown. An email explaining all this plus screen shots were sent to management regarding this matter. I have stayed at this chain many times, they have never tried charging my card prior to check-in. I didn't request an early check-in at this hotel, only because around 5:40pm my phone was dead for 5 minutes. While eating I had it charging. If I remember, check-in is at 3pm and most hotels will give you till 10pm before they take the next step. Once you haven't called or checked in early by phone, they will either call you, or cancel the room all together. We were looking forward to our stay, unfortunately it didn't happen I can say that the hotels location was great! The outside looked amazing as I expected. The front lobby was as I expected, however, the individual at the front desk wasn't. Sadly, this is the first hotel I had to write a negative review about from this chain. Hwyatt has always impressed me until yesterday, so because of this I will never stay at...

I will start off by saying that the hotel is nice and clean, although we did have an ant problem in our room. The quality of service received was mediocre.

We were not aware of the new policy due to Covid that states room refreshing is only completed upon request. We were there 3 nights and per policy if you are a guest more than 3 days your room would be refreshed daily without request. Our first morning here, someone did come into the room (without being requested); however, we were not given enough towels to accommodate us, the coffee was not refreshed, and old mugs and glasses were left from the previous evening although they were neatly placed in plain view for pickup. We called down to the front desk, expressed our concern and someone brought us towels. At no time were we told about the policy.

Next day, no one refreshed at all. Trash was piled up, and this was now day two of dirty cups nor did we have coffee. We called down to the front desk again and the young lady, Daniella, that answered said she would bring towels up. At this point we have given up on any type of service in the room. Upon her arrival she was rude and sarcastic in response to questions we had about service. She went on to mention the "big sign" behind the front desk that explained there was no service unless it is requested. We eventually saw the 8×10 sign upon checkout but as aforementioned, we were there 3 days which warranted daily service. We even suggested taking out our own trash, picking up our own towels we just needed to know where and we continued to be met with rudeness. She did take our trash but the dishes remained. My mom walked our glassware downstairs and again saw the young lady at the front desk. She continued to be condescending, expressing that she had other work to do and we could express our concern to management. This is the hospitality industry, what other work would you have to do outside of serving the guests at the hotel? After the experience with her we made no further requests, we still didn't have adequate towels, toilet paper... We did not stay here for free, we did not ask for anything outside of what a normal hotel stay would include and have had other hotel stays post Covid and contined to receive the same level of service pre Covid. We spent $800 and this has been by far the absolute worst hotel stay we have ever had, service didn't even deserve the two stars but it was a nice hotel and all others greated us with kindness. We will not be back and if service doesn't improve I...

I never take the time to write these reviews, good or bad, but I had to make an exception after witnessing the level of service and commitment from this Hyatt Place hotel. We are remodeling our home and have sought respite in Hyatt Place Austin/Lake Travis/Four Points. We found our break from fumes and dust in this hidden gem! I have stayed at many hotels all over the world and I have very high expectations. My expectations here were FAR exceeded.

From the moment I checked in I was welcomed by extreme kindness and tact from Doxa who made certain that all my needs were met. The check in process was welcoming, it was smooth, and it set the tone for the rest of our stay. She just might be the kindest, sweetest person that I've ever met.

Victor attended to all of our needs from servicing our tv (we had some issues with streaming) to making sure our housekeeping schedule was in line with our dog walks so the dog wouldn't have to be in the room during the clean. The actual housekeeper (whom sadly I didn't get his name) was always attentive to when we would slip out so he can quickly tend to our room without disturbing us.

Chrisma and Ivan's hospitality and warmth added to our lovely stay. Just super friendly all around!

To add to all this, during the middle of our stay, a nationwide ice and snow storm hit across the south to the east coast and our city was struck with damaging ice storms causing poor road conditions, falling tree damage, and power outages. I first hand witnessed families flowing in with their pets and loved ones at all times of the night. Come to find out that Emily, the Front Desk Attendant, slept at the hotel to make sure she can attend to any guest that made it through the storm and needed a place to stay. Not only did she stay several nights to make sure all of our needs were met, but so did her manager followed by the other staff members!

The AGM, Shawn, has clearly led by example and has shown his staff how to behave with professionalism and tactfulness through the highs and lows of the day. I only got to talk to him for a short while, but he seems to be the silent force behind this amazing team of workers. I've played sports all my life and I can see the teamwork and togetherness this crew has. I feel extremely honored to be able to witness it and superbly blessed to reap its benefits. Much gratitude and honor goes out to this Hyatt team. Without a doubt I would choose this hotel again and recommend it to anyone that will listen. Great job, well done, and most of...