TownePlace Suites by Marriott Austin South — Hotel in Austin

I would give this place a zero Star if I could. Never in this life will me, family, or friends go here. I booked at this hotel 2/3-2/5/2024. I notified the hotel I would arrive at or after midnight. They seemed fine with it and did not raise any issues. I arrived with my husband and two kids at 12:30am. The receptionist mentioned he could not find our reservation and we need to “go on somewhere and come back in 20 minutes” the system is down. He looked at printout of reservations and did not find my reservation. I confirmed we were at the right place and went to the car. My husband went in after 20 mins to see if we could check in of which the receptionist told him he could not talk to him very rudely and that his wife knows what is going on. My husband came to the car stating I think this guy is having a bad day he is very rude. I went in and the guy started yelling at me. I already told you the system is turning over and your husband is not on the reservation. I was like wait so you now have our reservation ? Because you had mentioned you did not have it and system is down. He started yelling “who the hell checks in at midnight anyway”. I said well if that is a problem you guys need to disclose on your site so people do not book if they will arrive at or after 12 midnight. He said well everyday at midnight the system turns over. I said well is now 5 to 1am is the system still not working. He yells so you not going to wait, of which I mentioned I just want to know if we have a reservation here or not. He gets upset, said he will cancel my entire reservation of which I said fine. I requested for evidence of cancellation and proof they will refund me all the money I paid since they are denying me service. I asked for the manager to get the confirmation I will be reimbursed, he lied and said he was the manager. He told me if I do not leave he would call the cops and tell them I sent my husband to threaten him and that I also threatened him and refuse to leave the building. I asked why would he call and lie to the cops. All I want to know is if I will get my money back and I will be on my way. He proceeded to call the cops and lie. 3 cops showed up with their hands on their gun since the guy called and told lies. The cops saw I was no threat and I could see they relaxed. I maintained the same calm demeanor I had from the beginning and extremely surprise this is going on at a Marriott hotel. The cops did not have to walk me out or anything as I did not do anything wrong. I followed the right procedures and is unfortunately Marriott did not uphold their promise of hospitality and good customer service. I called Marriott main customer service filed a complaint same day. Imagine my surprise when Monday rolls around and my card was charged for 1 night. I called Marriott only to be informed the property closed the case. The rep reopened the case. I called the property spoke with manager D who informed she will watch the taps and call back. This was on Monday today is Thursday night not so much as a call an apology, or repercussion for the staff who lied to the cops and broke so many rules and policies. Very unfortunate. I will be looking at other options as I have tried to work with Marriott but they seem to ignore...

BUYER BEWARE OF THIS SPECIFIC PROPERTY: Friday october 7, 2022 - wife informs me her friends will be getting together near this property and will need a room October 14, I book property at dinner time at the restaurant (6:30pm or so) as we are waiting to be seated. We have dinner, and before we pay for dinner she's been talking with her friends and it turns out there are conflicts with their schedules and so it's not going to work out. I go ahead and cancel the reservation at that time. No problems. I have the reservation for all of 45 minutes to an hour... I get an email confirmation 9pm saying my reservation is confirmed... I go check the app and verify no, I have no reservation. The following morning I get an email with the confirmation of cancellation and I don't think anything of it.

The week of October 10 - I'm doing expense reports and notice a charge from this property and I call and am told it will fall off as it's pending. I check again later in the week and it has fully posted so I call again and explain a mistake has been made and I should be getting a refund, I'm sent to the property where I get told the GM is unavailable and am thrown at their Voicemail. I Leave a message and never hear back. Call again and am escalated to a Sr. level advisor and he confirms no i should not have been charged any type of cancellation fee and he sees when my reservations were made and that there should be no penalty or charge made to my card. Sent to the hotel property again but it's friday and guess what... the GM isn't available again. Four to five calls later through this week where multiple Sr. level advisors are saying they literally need 5 minutes to read the case notes, I am finally told apparently this was not a cancellation fee, no it was a "pre-paid deposit" supposedly, which i don't believe is the case. I never select that option due to the needed flexibility I usually have... but then I am told EVEN IF it was the case that I did select the pre-paid option on accident, because I cancelled within the 24 hour period and BEFORE the 7 day cancellation deadline of 11:59pm October 7, 2022.... I STILL SHOULD NOT HAVE BEEN CHARGED ANYTHING... but yet here we are again $226 and change gone and everybody is unable to do anything.

GM still isn't available (and apparently can't call me back to talk to me)

I notified marriott that either a refund OR a voucher for the difference is fine with me, I'm not trying to be difficult, there's an issue here and I'm pretty flexible, and I travel enough to use it so whatever is easiest. In two weeks I've spent more than 5 hours on the phone dealing with it and I bill well more than that's worth... so now i've lost the $220 plus 5 hours of my life trying to recoup it. It's not worth my time anymore.

If somebody from Marriott wishes to comment or has the power to truly make it right (by one of the two options above) then feel free to reach out, my phone number is in the case notes of the case number below. (marriot...

We will never stay at a Marriott again. They overbook thier rooms and you do not get the room you pay in advance for and reserve - that is even if you are lucky enough to get a room. We booded a king size bed room months in advance for the F1 Race. We paid 469.87 per night = 1879.49 for 4 nights. Given it was a Marriott we felt it would be worth it and we would enjoy a really nice vacation. When we arrived we were told the room we reserved months ago was not an option for us and we needed to quickly take one of the only two rooms they had left: both were handicap rooms which had 2 queen size beds. A handicap bath with shower or a hearing impared room. We are not handicap. When I explained my dissappointment I was also told that we were lucky they even had a room, even though we reserved a room, that this did not guarantee us a room (?) The lady at the desk even asked us if we traveled much because this should not surprise us. I notified her we have travelled alot and even out of the country and have never ran into this issue. She then went to tell us we were lucky. The guest the night before who showed up at 1:00 AM with a reserved a room did not get one because there was not one available, they overbook rooms to enesure all rooms are taken. I was shocked to here this given the amount of money we spent nightly to reserve our rooms and since this was also a Marriott. Given it was around 10:30 PM we chose the handicap shower room, which the shower ended up not working in. When I requested another room I was told we would have to wait untilt he following day around 3:00 PM to request a room and see if one was available. We were able to get another room with a working shower the next day which had a tear in the shower wall and also smelled of pesticide. VERY STRONG Pesticide. We made sure to check the beds for bed bugs given the odor and looked for insects (roaches) which we luckily did not find. When we checked out and was asked about our experience I told the front desk of our dissappointment and that they lost a customer. She was not surprised by our complaints, I could tell this was a common theme for this hotel. She did offered to comp ONE night 20%; however, she would not directly comp us. We would have to call Expedia to have them call the desk to request our comp which was a mess in itself and could never get anyone to assist us for a 20% comp for ONE night. One night while coming from the race a man was trying to check in and was told there were no rooms, he had made reservations also and now did not have a room. This is unacceptable for this type of hotel and for the amount of money we paid. We should have stayed at a Holiday Inn Express and we would have saved money and also have had the room we paid in advance for....