SpringHill Suites by Marriott Austin South — Hotel in Austin

The hotel is situated in a prime location, making it easily accessible. However, it is an older establishment, which is evident in the room's decor. The sofa is a faded green and shows signs of age. In my room (610), I noticed a stain on the floor lamp that resembled dried blood, and the towels were nearly transparent. When I attempted to use a washcloth, I discovered two brown stains on it, and the following night, a hand towel had a significant brown stain as well. The next morning, I addressed these issues with the General Manager, referred to as "K," who expressed his apologies and inquired about possible solutions. Initially, I couldn't think of anything specific. Before heading to work, I requested the front desk to inform "K" that I wanted him to inspect my room after housekeeping had completed their tasks. Unfortunately, this did not occur, as the towels provided were once again see-through, and no effort was made to clean the stain on the floor lamp that I had pointed out. I called the front desk to inquire about "K's" arrival time, and the Assistant GM, whom I will refer to as "S," offered to assist me. I recounted my conversation with "K," and he apologized, bringing me fresh towels that had not been previously used, which I appreciated. I initially did not request a refund for the first night, but I changed my mind and insisted on it. "S" assured me he would comp me for two nights and advised me not to worry about it. He was very courteous, and I felt reassured that my account would be handled properly. However, this turned out to be a significant oversight, as my account was not credited, and I had to explain the situation again to the front desk staff. I inquired if the GM or another manager was available, and the woman I had spoken to the previous day, who I had asked to ensure "K" inspected my room, ultimately comped me for two nights since "S" did not follow through.||I am in the apartment community industry, so I understand what it is like when someone asks for something free. The free breakfast didn't look appetizing at all. ||I am a Marriott Bonvoy member and mostly stay at Marriott hotels when I travel for business and pleasure. This hotel was a major disappointment to be affiliated...

Checking in was a Breeze ( I had called multiple times prior to this trip to line everything out) feather free pillows because of down allergies in the family. This hotel got it right. The warm reception from Jae had me feeling like VIP!!! Thank you for that Mr. Jae (Should be commended by upper management) (+1star)

The room upon arrival smelled clean and IS clean. We had a short stay here to visit friends. The layout of the double full suite was great. (+1 star)

The pool was colder [not heated but indoor] and the girls at least got to try it out. (They stayed in a mere 90 seconds) I thought I read it was heated... 😬

There was a birthday celebration next door to our room and the front desk staff attempted to keep them quiet after 10pm... however I had to send a message through the app 45 mins after initial warning. I know they can't control all noises but after failed attempts to get my toddlers in bed and to stay asleep through the cheers and screams from next door... I made another message with a Stern tone. The front desk staff (Jayln) had a talk with me the next morning and we reached a resolution that I was satisfied with. (-1/+1 star) he should be commended for problem resolution!

Breakfast was pretty goodespecially with covid-19 protocols around. [Eggs, sausage, muffins, waffles, cold cereal, oatmeal, yogurt] The food/cleaning/maintenance staff all very friendly and accommodating (+2 stars) This hotel location is easy to find and surrounding area has quite a few food/entertainment options within a short drive away. (+1 star)

I was pleasantly surprised how comfortable the beds were! Water pressure was good. Our family enjoyed the visit.

We will return!! Respectfully, The...

The customer service at this hotel was abysmal. When I wanted to checkout, I simply gave my room number. The agent didn't verify my name or any identification and she simply typed something and said "OK, done." I could have given a random room number and checked anyone out. When I asked her, what about the receipt, she was "Oh, you need a receipt?" I told her that it's OK if she doesn't want to print it, but just email it to me. She typed something more on her computer and she said it was done. I waited for a few minutes and the receipt didn't show up in my email (I checked my spam folder and all my email accounts). I went to the airport and checked; still no receipt. I messaged the hotel and told them that I haven't gotten my receipt yet. They said they rebooted the system and will resend. Again, no receipt. I waited for some more time and asked again. They said they sent it 4 times. Again, no receipt.

I kept sending them messages for hours after that they just stopped responding to my messages. No retries. No excuses. No apologies. Just simply ignored my messages for hours.

I finally gave up and called up the Marriott main line. They called up the hotel to have them send the receipt to me; I had the receipt in my email in 30 seconds.

I have stayed in hundreds of Marriott properties throughout the world, and this is easily the worst service that I have ever received. And I'm a Titanium member. I'd hate to see what kind of service non-members would receive. This hotel is on my black list. I don't think I'll ever stay here again, and I'll go out of my way to make sure that none of my employees, for whom I pay for travel, will ever stay in this...