The Otis Hotel Austin, Autograph Collection — Hotel in Austin

Three people can receive almost exclusive credit for this 5-star review. They are Tasha, Maddie, and Desiree (the night shift lead).

I can not say enough good things about how exceptional these three were during my family’s stay. They are the living embodiment of the phrase “20% doing the 80%.”

Though, to be clear, we have been exceptionally pleased with the quality of everyone we have experienced since commencing our stay at the Otis (not to exclude Buck from maintenance, Jade from the Otopia poolside service, along with many otherwise individuals we’ve unfortunately been unable to get to know).

We merely wish to honor these three people’s contributions as exceedingly above and beyond the normal.

To some extent, unless you work for yourself, we all understand that a job is a job and, therefore, not something you want to give more of yourself to unless you're perhaps seeking some form of promotion. Unfortunately, in the realm of customer service, that usually means that if something goes wrong for me as a customer (in this case, critical information withheld during booking), I can only expect so much help from frontline employees before they refer you (I.e., us) to the corporate phone number and the dreaded phone tree. That goes double for when they didn't make the mistake but rather an associate among their organization's Back Office personnel. An associate, I might add, they’ll most likely never meet face to face (in this case, I'm referring to the ordinarily exceptional Marriott Phone Reservation Booking Team).

I paint this purchase as what to expect from even a premier Marriot customer service team to juxtapose the quality of service that we received from Maddie, Taylor, & Desiree.

They are genuinely a cut far above the normal. I hope that whatever management exists for this particular property gives them the appropriate level of honor that they deserve for all of their hard work in the service of my family!

So, please give Maddie, Desiree, & Tasha my greatest thanks, and please give them all a raise, promotion, a formal public congratulations, or a formal note of commendation on their personnel files. Better yet, I would recommend management do all of the above because they are just such phenomenal people!

I would also encourage ownership to consider giving these women some ownership stake in this property so that none of the three gets poached from this establishment for such avoidable reasons as compensation. They would be sorely missed if they had to leave to get appropriate compensation that considers the outsized impact they are making...

Travel is meant to inspire. A place to lay your weary head after a long day of getting from one location to another. A place to celebrate, sometimes a place to cry, but always a place for reprieve and renewal.

From the moment I walked in the doors of Otis Hotel, something felt different…alive. It’s been a long week, a long month, a long few years. Shuffling around just getting from one place to another, working and living through this interesting time in life where travel is far and few between, and relaxation is something of the past.

By the end of this week I will have been on 8 planes, 5 different cities; mentally, physically, and spiritually exhausted. I used to dream of travel, I used to love meeting new people, going to new cities, trying new foods, and yet that little piece of me had seemingly taken a reprieve from what I considered enjoyable.

I checked in to the hotel, almost dreading another “welcome” experience. Yet the agent was polite, smiling, friendly and willing to help. The lobby had an atmosphere of twinkling lights and guests laughing, interacting and enjoying the sunset. I took a deep breath.. this is different.

I immediately brought my bags upstairs and was genuinely impressed by the attention to detail, cleanliness, and distinct sense of visiting the hip, long distance relative’s loft in the city. I went back to the lobby and seated myself at the bar, and proceeded to order what I assumed to be another mediocre experience in yet another city hotel.

However, the staff was intuitive, polite, knowledgeable, and the ambience equally pleasant. I ordered the best Caesar salad I have had in a long time, and a salmon dish so spectacular you would never assume it was from a hotel restaurant. The wine paired perfectly, the other guests seated nearby were friendly and genuinely enjoying their food and experience-up until today this was something I assumed was a thing of the past.

After a truly delightful dinner, I went back to my room and simultaneously fell in love with the record player and Leon Bridges. After a warm shower and letting the music and ambience make me feel alive again, I sit here writing this review.

I’m snuggled up in a cozy bathrobe, the amenities are in place, and the items that most hotels lack “due to Covid” are a thing of the past. I’m ready to enjoy a relaxing night’s sleep, in a hotel that truly brought me back to my love of travel.

Thank you, Otis Hotel, I will certainly be back, and thank you for bringing me back...

Our recent stay at The Otis was made memorable by the outstanding service we received, especially from Trenton. From the moment we arrived, he set the tone for what true hospitality should feel like. He was accommodating, kind, and patient, making sure every part of our stay felt personal and cared for. If I owned a hotel, Trenton would be the standard for service that I would expect every team member to meet. He genuinely made a lasting impression.

Overall, the service throughout the hotel, from the front desk to the restaurant, was consistently warm and welcoming. The restaurant staff were pleasant and attentive, and breakfast was solid. I would absolutely dine there again. The location is also convenient with plenty of quick spots nearby, and nothing was more than a short drive away.

One feature that really stood out was the vinyl record collection available for guests. It added such a cool, personal touch to the space. I would love to see the collection expanded with more R&B, soul, and hip hop records to really make the experience even more special for a wider range of guests.

There were a few areas where the hotel could improve to match the level of service the team provides:

• Housekeeping could be more consistent. Turn down service missed a few details, including not providing the full towel set one day, not sweeping the floors, and leaving the showers feeling like they had not been properly refreshed between uses.

• The rooftop space, while offering a decent view, felt neglected. The chairs needed cleaning, there were cups left on the floor, and some guests were putting their feet up on the tables, which took away from the experience.

• The rooms are stylish but small. Every room follows the same layout, with the bathroom positioned directly by the front door, which may not be ideal for everyone. It was manageable for us, but if you are traveling with larger luggage or simply prefer more space, booking the largest room available would be a smart move.

• The gym was well-equipped and a good size, and the complimentary bottled water was a thoughtful touch.

Despite a few areas for improvement, the warmth and attentiveness of the staff truly carried the experience.

Trenton, in particular, turned what could have been an ordinary stay into something we will remember. His effort and genuine care left a lasting impression, and because of that, we would...