Sheraton Austin Georgetown Hotel & Conference Center — Hotel in Georgetown

This is long but feel like everyone should know about what happens in hotel stays.

We live in Sun City and this is what happened when our A/C went out on Saturday June 24. We managed to stay home for a couple days with fans, etc. But eventually it got too hot to bare.

On June 26, I booked a room at the Sheraton Inn in Georgetown for that night online using the Bonvoy website. This was booked using our free night certificate from Our Marriott credit card. So on the morning of June 27, after finding out the repairs weren’t going to be done until Wednesday, June 28, I called the front desk and asked if we would be able to keep the same room if we booked another night for Tuesday, June 28. On receiving a yes reply, I informed him I would do it online as I wanted to use Marriott points. I immediately rebooked and then later that morning before checkout time went to front desk to have rekeyed for 2nd booking.

We went home for a couple hours to check on things and pick up more clothes. We left items that we knew we would need upon return. On returning that afternoon, the first thing I noticed missing was the water bowl we had left for our dog. I called housekeeping/security and they said nothing had been turned in. At first I thought maybe we had taken it home and had forgotten. Late that evening after having dinner there we noticed more items missing that we had left Tuesday morning. We had left a bottle of bourbon with a small amount left along with two Tervis glasses since we knew we were coming back. Then we started thinking about other items we knew we had left because we needed them that night: A prescription of antibiotics, a prescription cough syrup, a men’s black shaving kit with miscellaneous but most importantly a mouthguard and Apple Watch inside. Right now we estimate our loss is approximately $1200+. I tried calling security but no answer so waited to call first thing Wednesday morning.

I was in touch with security numerous times the next two days and they nformed me nothing was turned in from that room. The housekeeper claims she didn’t remove anything. All I know is we are positive we left the items in the room. If because of the two separate bookings the housekeeper thought they were left by mistake and took them out they still should have been turned into lost and found. I don’t know what was done with it but we wanted to recover our missing items or be reimbursed so that we can replace them.

After no further response from security, an email was sent to General Manager of Sheraton. After a few emails back and forth she said it was turned over to insurance claims. A few more days, received notice from insurance that claim denied because no proof that items were in room. Said valuables either need to be put in safe or left at front desk for safety when leaving room. I didn't know shaving kit, prescriptions, etc. would be considered "valuables"

End of story, we were given a $250 gift card to use at hotels and 10,000 hotel points. We figure we were out $1250 of items!

So point of sharing, be careful what you leave in room. Know the hotel will not back you and we feel will...

I am writing to express my deep dissatisfaction with an experience I had at the Sheraton Austin Georgetown Hotel on July 16, 2024. While I typically do not leave reviews, the nature of this incident has continued to trouble me, and I felt compelled to share my concerns.

My job had booked a room for me to attend a conference, and my initial check-in was smooth with courteous staff at the front desk. However, my experience took a troubling turn at the hotel bar.

Upon approaching the bar to enjoy happy hour, I encountered an employee (whose name I later learned was either Tim or Tom). I greeted him with a nod, smile, and “hi,” but he did not acknowledge my gesture. Assuming he might not have heard me, I proceeded to place my order and sat down at a nearby table to wait for my food.

The same employee later returned and stood facing me from outside the bar. He engaged with a white couple seated next to me, inquiring if they needed anything and if their experience was satisfactory. After addressing them, he turned his gaze in my direction. Despite making eye contact, he chose not to extend the same courtesy and instead bowed his head and ignored me. Subsequently, he approached another white couple on the far side of the lobby, who were also dining, and inquired if they needed anything.

This series of interactions left me feeling dismissed, ignored, and deeply hurt. As a loyal Marriott Bonvoy member, I have come to expect a certain standard of service and respect, and this incident fell far short of those expectations.

Although this experience occurred nearly two months ago, and I addressed my concerns and frustration with the food and beverage manager, Ryan at the time of the incident. This experience continues to trouble me significantly. I have never encountered such blatant disregard in my adult life. It is disheartening that individuals working in the hospitality industry exhibit such a mentality and behavior.

I want to make it clear that due to this experience, I will ensure that my company never books a room at your location again. I hope this feedback will be taken seriously to prevent similar experiences for future guests and used as a training mechanism for your employees. Thank you for your attention to...

I have my own rating system. 6 stars: Presidential Service 5 stars: Top Notch Service 4 stars: It was straight 3 stars: Ok 2 stars: 😶 1 stars: I need to bypass the manager and speak to the owner

"A Premier Retreat:"

Located in the picturesque setting of Georgetown, Texas, offers a harmonious blend of luxury, comfort, and convenience.

⭐⭐⭐⭐⭐⭐ Location Provides a tranquil escape while still being conveniently close to Austin's bustling attractions. The hotel’s prime location offers easy access to local parks, trails, and the charming downtown Georgetown, making it an ideal destination for both leisure and business travelers.

⭐⭐⭐⭐⭐⭐ Accommodations The guest rooms at the Sheraton Austin Georgetown are designed with comfort and sophistication in mind. Spacious and well-appointed, each room features plush bedding, modern amenities, and thoughtful touches such as ergonomic workspaces and high-speed internet. The serene decor, inspired by the natural surroundings, creates a relaxing environment perfect for unwinding after a busy day.

⭐⭐⭐⭐⭐⭐ Dining On-site restaurant delivers a delightful culinary experience, featuring a menu that highlights local ingredients and flavors. The dining space offers a welcoming atmosphere, perfect for enjoying a leisurely meal or a casual drink. Room service is also available for those who prefer dining in the comfort of their room.

⭐⭐⭐⭐⭐⭐ Conference and Event Spaces The hotel excels in providing top-tier conference and event facilities. With over 30,000 square feet of versatile meeting space, including a grand ballroom and multiple breakout rooms, it is an ideal venue for conferences, weddings, and corporate events. The professional event planning team and advanced audiovisual technology ensure that every event runs smoothly and successfully. The 2024 County Technology Conference was held there.

⭐⭐⭐⭐⭐⭐ Service The level of service is truly exceptional. The staff members are dedicated to providing a welcoming and attentive experience, from the moment guests check in to their departure. Whether offering local recommendations, assisting with event planning, or ensuring the comfort of guests, the team’s commitment to hospitality excellence is evident...