SpringHill Suites by Marriott Austin North — Hotel in Austin

I am very disappointed with my last stay at this location. I am hoping that the way I was treated on my final day at the property was some kind of huge mistake or some kind of twilight zone experience. In brief, I mixed up which day was to be my check-out thinking it was Wed, not Tues. Due to personal reasons, I had been staying here at the hotel for several weeks. I had most of my clothing and personal items with me, along with some small electronics and such making this a temporary home, in other words I had more belongings than your typical traveler would have. Once I realized my mistake and that I hadn't even begun to pack for departure, I went on the Marriott app and made a reservation for Tues night for departure on Wed like I had thought it was to begin with. I think chatted the front desk on the app to let them know what had happened and that I would appreciate being allowed to stay in the same room for another night. This would give me time to sort through things, take unnecessary things to storage, pack others into boxes and then grab a few friends to help me get everything done by checkout on Wed. To my surprise the front desk responded very rudely with we are sorry sir, we are booked up for tonight, your checkout time has been extended to 1pm. I chatted back that I had already made the reservation online through the app and that I had even checked in using my Marriott Bonvoy reward points. I was then told that the reservation line was not synced up with the actual hotel and that they would not honor my reservation through the app and that they were very sorry. They extended my checkout time until 2pm to which I let them know that there was no way possible for me to pack up all my belongings and be out by that time and suggested if that were the case that whomever it was that made that decision could come upstairs and help me pack up and also perhaps get and SUV to help me move. Instead, 2 gentlemen did show up at my hotel room door, both of them from the Austin Police Department and neither one was there to help me pack or let me use their police cruiser to move. They said they were checking on me and the condition of the room. Of course I am fine and of course the hotel room is fine. They thanked me for speaking with them and apologized for wasting my time packing up. I, too, apologized for them having to waste their time and taxpayer dollars to check on something that needed absolutely no involvement by the already extremely busy and understaffed Austin Police Department. Fast forward to the point where I'm loading up my vehicle to leave the property. The front desk clerk, who apparently was the person behind all of this, comes out into the parking lot and confronts me. He tells me that if I had a problem with what had gone on that it was him that I needed to speak with not anyone else. WHAT?!! I had already asked to speak to the the GM of the property to which I was told he was out. I told him I would not speak to him in the parking lot and that if he had anything he would like to say that he could do so back inside the building in front of everyone else. I will not be returning to this property and I can no longer recommend this as a place to stay to my family, friends or to any of the people who read my Google Reviews. If something changes, I will be...

Pros:

Hotel has only been open for a few months so that’s a plus when it comes to maintenance and cleanliness.

Location is great it was at most 20 minutes (driving) from any restaurant or event we went to. It’s a safe area with plenty to do around, you don’t have to go far. It’s actually located right in a shopping center next to Main Event and Dairy Queen.

Front desk and everyone else we met that works here is attentive and kind. Check in was super easy as was check out.

Small complimentary breakfast available in the mornings. Coffee, breakfast sandwiches, oatmeal, juice, milk, cereal. I really appreciated that they had an oat milk option. Never expected to see that.

Rooms were clean when we arrived, no complaints. Room also comes with a fridge and microwave which was definitely used!

Pool is super small but it is covered! Outside but there’s always shade from what I observed.

Cons:

If you’re unable to bend over whether for health conditions or age do NOT stay here. The showers do not have anything to hold on to, don’t have mats. And most importantly they do not have a single shelf for your shampoo, soap etc. That means everything goes on the floor. I felt like that was a pretty major detail to leave out. At most it was just an inconvenience for us, but if my grandparents had come we would have likely have had to look for a different hotel.

TV is flat on the wall and does not come out much. It’s at an uncomfortable angle.

You MUST ask for cleaning service or your room will never be cleaned. This especially goes for those staying a few days vs a week plus. I’ve never stayed in a hotel where they don’t clean the room on a daily basis…until this visit.

Storage is good only for maybe one person. Closet is pretty big, but helpful only if you brought extra hangers. We just found it easier to keep everything in our suitcases.

Overall:

In the future if this was the best option I would stay here again as we did enjoy our stay and employees are genuine and friendly and keep the shared...

Pros: New hotel, great location. The rooms are clean and spacious with a nice size walk in closet. There was no full body mirror in the room, that would be a nice addition. The beds were comfortable. Facilities were clean, breakfast could’ve been better…it was a grab and go breakfast. Cons: I was racially profiled by the night auditor upon check in. I arrived after 1am with my sisters for a wedding in Austin over the weekend and Our rooms were booked using my brothers associate discount, we were basically accused of photo shopping the form in which my brother sent to me then threatened to have our rate increased. He started showing us several forms and making comparisons and basically implying that we had did something wrong, I told him that was the form my brother provided me and I printed it out and he could call and verify the form is legit and that my brother was a Marriott employee which he verified, we weren’t offered an apology or anything. Also I went to the desk around 2am for sundries and towels and the same night auditor blatantly asked me if the black guy with dreads that had just went up stairs before I came down was my guest. I said NO! What would make him assume he was my guest and what gives him The right to ask me that? The guy actually went to my floor visiting another guest who happened to be a white young lady so why was me and my sisters being profiled? We are black, educated, professionals that work for the government and we felt really uncomfortable staying at this property. The only reason I wouldn’t go back is because of this. All other staff encountered especially those on the day shift was wonderful but that night worker definitely was less than...