Hyatt Place Austin Airport — Hotel in Austin

I booked this place based on it having the highest reviews of any Austin airport hotel. I had a very early morning flight out, and wanted to get settled relatively early to try to get some rest beforehand.||I'm sensitive to feather, getting sinus congestion and sneeze attacks if there is feather in the bed I sleep in. I usually ask in advance, when I make a reservation, for a feather-free room, but I forgot to ask the Hyatt. I figured it probably wouldn't be a big deal to just ask them to swap out the pillows when I arrived, as these days every hotel has hypoallergenic pillows on hand for exactly this reason, and I've occasionally had to ask on arrival at other places and never had an issue like what I experienced at the Hyatt Place.||The woman at the front desk said she didn't think they had them. She had a rather lengthy explanation that made no sense about how the feather pillows were the ones in the room. She said she would check, though, so I proceeded to the room. After about 20 minutes, she called and said again that she didn't think the hotel had non-feather pillows, and that she had checked the other pillows they had and they were all the same feather pillows as the ones in the room. She didn't seem to speak English very well.||The other woman at the front desk told my boyfriend that the housekeeping manager was not in. ||At this point, I'm having to make a decision based on thinking I'm not going to have pillows to sleep on if I stay at this place, so I made a reservation at the Hilton next door instead. When I came back to check out, the same woman said she was checking with her manager on the pillows, and had to check with her manager to be able to refund me for the room, too. She didn't seem able to make much of any kind of decision without consulting her manager (who was not on site), which meant she was not really able to help any customer (I overhead her also asking her manager about whether she could go into the room to help a man who was complaining about the heater in his room).||The parking lot here is also extremely difficult to figure out how to get into AND gated/paid even if you're just dropping off, and to add to what was already a stressful, extremely disappointing experience, the gate to get out just said "closed" and four of us could not exit the parking lot without returning to the front desk. ||In contrast, the Hilton had no trouble with delivering foam pillows to my room 20 minutes after check in, also has a shuttle to the airport 24/7, and is a much nicer hotel overall. Next time I need to stay at the Austin airport, I'll do so at the Hilton again. ||I will not return to the Hyatt Place, and it's a shame that this particular hotel seems both not to have trained its staff well enough to know where the foam pillows are but also to have shackled them to asking their manager for everything instead of being able to...

This Hotel is very clean, very nice, my room was glamorous and I ordered dinner spinach and artichoke and chicken quesadillas oh my so good. The food was marvelous especially after a long day. I was supposed to get early check in because I was leaving 1 hotel to go to the Hyatt which is much closer to the airport but on the app it still said 3pm check in. So I called but they said my room wasn't ready for early check-in but then when I get to the Hyatt they said yes my room was ready for early check in but I'm not complaining about that because it was so busy I understood the confusion but I was charged for early check-in but they took that off and made things right giving only 2 stars because of the 1 man who made me feel stupid. I had purchased a coffee from their Starbucks the coffee and lady staff were wonderful but later in the evening when I was checking purchases on my card I noticed 2 charges for the coffee, when I went to the front desk to ask the blonde woman was talking with me. I was very nervous to be complaining about the double charge of my coffee, especially since like I said the coffee and staff were awesome. But then the man I don't know his name approached our conversation and told me its a pending charge and there could be 3 charges for the coffee and was talking to me in a stern loud voice making me even more uncomfortable because now it felt like everyone around the front desk was looking at me. I felt so small and intimidated all I wanted to know was if I was being charged twice for coffee. I had booked my room in November so got a really good rate. Which I was confused about too I had been charged the day before my booking for $30 more than was confirmed with my booking but those charges were fixed 2 days after. If not for the man whom may have just been having a bad night my stay would've topped any hotel I've ever stayed at, actually now that I'm thinking about it I'm changing my review back to 5 stars, this was my very first time flying we flew into Austin and out, unfortunately everyone was so busy from flight cancelation and delays so maybe this man just didn't get any rest, I Do Recommend this Hotel im not going to let the 1 person out of the 5 who were wonderful to me, and the coffee really really was good. And yes the 2 charges for the coffee are still on my card. But no big deal it was actually worth it. And I...

We stayed here just before Christmas to take an early morning flight out of AUS. We took advantage of competitive parking rates ($10 vs $8 for AUS economy lot) and parked our car at the hotel. The hotel stay and early morning shuttle were excellent.

The problem is when we got back to Austin. We arrived back in Austin on Jan 2nd at 10:30 pm. We went to the shuttle pick area like we were instructed and waited. We had been told the shuttle runs every 30 minutes, 6am - 12am. I was also told if the shuttle doesn't arrive to call the shuttle driver (option #1 in the phone menu). So at 11pm, I call the shuttle driver, no one picks up and the system then transfers over to the front desk. Front desk tells me the shuttle is running and just to wait. Now it's 11:30pm, I call the shuttle driver again and this time someone picks up but asks how many of us there are and when he hears it's only 2 people, he tells me to keep waiting. The shuttle finally arrives at 11:40 pm but then we are told we have to wait to go back to the hotel because he is waiting for a flight crew to arrive. We didn't leave until midnight. In the end it took over 1 hour to travel the 3 minutes drive (literally) from the shuttle area to the hotel parking lot.

I don't know if the shuttle service is contracted out and the guy was trying to save gas but he could have easily driven us back to hotel and back to the airport in plenty of time for the flight crew. The drive is literally 3 minutes long. Beyond that, clearly this shuttle does not run every 30 minutes like I was told. I don't mind paying an extra $2 a day to park if I get what is promised but paying a premium to wait for over an hour after a day of flying while watching ABIA economy lot shuttles going by every 10 minutes is extremely annoying.

Long story short, the hotel is good but the shuttle service is terrible. Don't park there especially if you are going to be getting in...