SpringHill Suites by Marriott Austin West/Lakeway — Hotel in Lakeway

My expectations for this location were not met on my first visit. The property is in a great location in Lakeway, TX. Here were my concerns and observations: We had to move rooms because the bathroom, specially the toilet, was not cleaned properly (poop in the bottom) so we were very concerned about the cleanliness of the room overall. In the new room the toilet paper holder was not attached properly so the toilet paper kept falling on the bathroom floor. The office chair in the room was broken and leaned oddly so very uncomfortable. The manager replaced it when we went to dinner. The pillows at the property (foam) went flat immediately when you placed your head on them. The manager on duty (David) replaced 2 of them the next day for feather pillows which were better but not great. Our second room was on the 4th floor. The water pressure was very low and my wife had difficulty washing her face at the sink and taking a shower washing her hair. This should be checked out. The room cleaning policy for the property is not on the website or described at the front desk when we checked in. So our room was never totally cleaned during our stay. Our towels and wash clothes were not replaced until Saturday after our arrival on Thursday. Very disappointing This is a pet friendly hotel. I am not sure if our room was occupied by dogs, cats, or other comfort animals. I would have preferred to have the option to select a room that was not used by pets due to my allergies. Pet's. I know you charge or have a pet deposit of $125. However I had 2 experiences where dog owners had their dogs in the morning buffet area (big white labs) with their tails beating me while I was getting coffee. Not sure it is sanitary to have animals in the people eating area. The dog owners might think it is cute but most folks would be upset. Some of the TV channels (#15) did not work so we could not watch the AM shows that were available. I had to use my i-pad and youtube tv to watch the show. Annoying. On Saturday, the day they entered our room with new towels, I had removed the do not disturb card to ensure the room was cleaned. When we returned to the room the card was on the door? I am not sure if this is your process but I was wondering if that is a tactic so the cleaning crew to avoid cleaning the room? For such a nice property I would have expected a higher standard of care and service based on my past travel experiences with Marriott.

The one bright spot was David, the manager on duty. When I asked to move rooms, for new pillows, a new desk chair, etc. he was very friendly and helpful. If he had not been an awesome employee the experience would have been worse.

Sorry for...

I originally booked this hotel due to location and appeared to be clean and new. Unfortunately we never made it to the hotel because when we called the front desk to notify them were going to be checking in late due to a delay in our transportation the male employee stated it was too late for us to check in. Even though we called and gave him plenty notice ahead of time of pur late check in. During our phone call with the employee he was rude and could not tell us the reasoning or specific policy the hotel has regarding late check ins (which we were not made awarw of any) the employee simply told us that the system shuts down at a certain time of the night and he couldnt check us in even though we had paid for the room in full upon booking. The employee appeared to be rushed and did not provide any other possible options for the situation. I asked him for his name and he refused to provide me with his name and abruptly hung up the phone. This interaction was an obvious depiction of the unprofessional staff working at this location and we will never consider staying at another Marriott because obviously they do a poor job of hiring quality people for their properties. We later found out that the employees name was "Rodrigo" and was the "night auditor/manager" on duty at the time. I didn't even bother going to the hotel due to his extremely unprofessional and hostile attitude towards me for simply asking what his reasoning was for not allowing a late check in. I will be contacting Marriott themselves to report this incident. I hope the GM sees this review and ensures staff acts in a more professional manner with their guests because this was absolutely disrespectful and plain rude to be hung up on by a manager, to a paying guest who has a legitimate concern and relied on the hotel/Marriott brand to be serve them while on their trip. We ended up having to stay in our car over night because of this incident in a WalMart parking lot. Very disappointed to say the least such a world renound hotel chain would treat a paying...

Month of June 2025 visit.

I am here for about 3 or 4 weeks on a business training session and this is where my new company put me up. The first thing that I can say is almost everything has been peasant here especially the rooms which are pretty clean and well decorated for business travelers and to stay for leisure alike.

It is very quiet here for some reason I was trying to figure out what is the catch? No screaming kids running up and down the hall, no 450 lb Sumer wrestler on top of me and no sex hungry animals banging on the wall next door to me. I wish I could stay here forever! There wasn't even any smell of skunk weed down the halls or the parking lot!

If one was to be very critical about anything here I would say the water pressure could be better but it is really not that bad you can overlook that. No sketchy characters walking about in the parking lot it's always clean. If it's too hot outside there is a covered part where you might park your vehicle.

There is a hospital next door if you're feeling sick and don't feel like waiting for an ambulance.

There are good selections of food places locally within 5 to 10 minutes from here from sushi, hamburgers, Mexican food, pizza and such. There isn't a whole plethora of places to eat at but you are not at a deserted part of town. Within 5 minutes there is an HEB and a Randalls to shop at.

It's not the best of breakfast but you're not stuck with just a continental breakfast with just breads fruits and coffee. There are two waffle machines as well as two hot plates for eggs and sausage. To the right of the breakfast buffet which starts from 6:00 until 9:00 I understand. Other players is a oatmeal bar with your selection of dried cranberries, nuts and brown sugar. Orange juice is available as well as a picture of milk.

Front desk is a hit or a miss, nobody has been rude to me compared to I guess what I read other people have been presented with but they're not the happiest creatures on Earth here but they are there when...