Courtyard by Marriott Austin Round Rock — Hotel in Round Rock

We traveled from Florida to Round Rock, Tx for my sister in laws baby shower. We arrived, clean hotel, didn't have a moldy smell. We even had preference to what floor we'd like. With two kids, first floor is easier (no fighting over pushing the button of the elevator). There are plenty of restaurants nearby. As well as other hotels. Rooms were clean and roomy. Things were going great. Up until the very next morning, we walked outside to go get something to eat, and our windows were bashed in, personal items stolen. This is a big, full size, dodge, with tinted windows. This was no easy job for the thief and they had to intentionally with a light look in the windows. When my husband noticed the vandalism, he reported it to the front desk. With no regret or sympathy, they just simply handed him a card and told him to call this number to reach law enforcement (LE). The next question, "Do you have cameras outside (because they do inside)?" NO! They do NOT have security cameras outside. How convenient for them! While we were waiting on LE to arrive, I tried to take my kids to get something to eat... that's when we discovered that the hotel does NOT provide breakfast. They did tell me that the Bistro they had in the hotel could provide something (with payment); however, my money, cards, and gun... were stolen out of our truck. I had no way to buy my kids anything to eat. Still, the hotel employees at the desk did NOT give any care in the world. When LE arrives, they are incredibly helpful and just as nice as could be. I'm very impressed and thankful for the officers who responded as THEY went above and beyond removing the broken window and discarding it. As well as, having a shop-vac delivered to the hotel and they removed the glass out of the back of the truck and out of my kids' car seats! They too, were shocked the hotel did not have cameras. Then, they informed us that the Holiday Inn right behind our hotel had 13 break ins in ONE NIGHT! When I asked the front desk, "why, with all the crime and vandalism in the area, you have no cameras outside?" They responded very defensively, "Management Decisions!" Yet, no manager had stopped by while we were reporting the incident, nor after the fact did they come see us to make sure we were ok, if our kids were ok... just out of courtesy. Unfortunately, we stayed another night due to not being able to drive home with broken windows. I could not sleep at all that night. Constantly looking out the window, checking the parking lot, and walking to the front where we parked our vandalized truck to make sure they didn't come back for seconds. The woman at the front didn't say one word to me. I did see patrol cars out front, but I didn't think about why they were there. Maybe keeping an eye out for drunk drivers leaving the restaurants?!? The next day (the day to finally go home-yay!), my husband asked for an extension on the room as we had to wait for the glass repair rep to arrive. She replied with, "Oh, YOU'RE the reason the cops were posted out here all night! This has NEVER happened around here before." [Again, Round Rock Police Department, went above and beyond!] Finally, the glass is repaired and while chatting, the glass rep informed by husband that people get their windows busted out and items or their cars stolen is VERY common around there. Upon checking out, still not one word of sympathy from the hotel, no "sorry, this happened to you", "safe travels", "have a blessed day"... NOTHING. I DO NOT recommend this hotel to anyone based on the TERRIBLE customer service and no concern to their customers or their belongings while on...

If you want to pay for the hotel's mistakes, I'd say stay here. I gave them one star based on how they have handled this situation. I checked in late, and they charged me for a no-show and an additional night. I wasn't aware of the additional night, as when I checked in the rep said that it was a no-show and that she was trying to fix it and the only thing that she could think of was to create a new reservation. I requested a gov't rate, which she asked for an ID and the quoted the final price that I would be charged. Nonetheless, I was charged more than quoted. The manager, Kristen Roddy, is NEVER available. She lied and said that I spoke to her one of the multiple times that I called up to the hotel. It wasn't her. All of the calls I made no one ever advised me of an Asst Manager. Found out that Shantell Robinson is supposedly the Asst Manager. She was struggling with power trip when she was dealing with me as I was upset and yelling at this point as it had been weeks later and they still didn't refund me the amount that they said that they were going to refund me. Shantell said that if they refunded me, it would be as if I was getting a free night, which let me know that she didn't understand the entire situation. I had two separate charges and supposedly the ONLY ONE IN THE ENTIRE COMPANY that can process the refund is Kristen Roddy, who has never been involved until she got wind that I had been escalating me concerns to corp. She only refunded me $123.05 vs the total refund amount of $272.55. They made mistakes all over this situation and she won't honor the price quoted by someone who represented the company. I used to love staying at Marriotts, but now this will forever be etched in my mind. The final priced should've been $123.05, the amount quoted by their rep vs the $272.55. Kristen Roddy's customer service is terrible. She's never available for customers nor is she ever on-site. She needs to lose her job or be demoted. Shantell Robinson doesn't know how to deal with customers either. The $149.50, the difference owed, does nothing to their bottom line, but would right a customer that they have wronged. I will continue to escalate this, as I will be filing with the...

We stayed at this hotel while participating in a local soccer tournament. I don't like posting negative reviews but we did encounter a few issues that I would like to mention in the hopes that management will get them resolved quickly. First, I have to travel with my own food and the refrigerator would not stay cool. When I asked the front desk about this, I was asked if I had unplugged the refrigerator and plugged it back in. I tried this and it worked but I had to do it multiple times over the two days that we stayed here. This was not optimal for keeping my food cool so I had to put ice in the cooler that I brought with me. That's when I realized the ice machine did not work and I had to keep traveling to another floor to get ice for my food. It was a rainy weekend in Round Rock and we would have liked to wash a load of clothes that got wet while at the tournament but we also discovered the laundry room was out of service. The room was very clean and the beds were more comfortable than I expected. I normally don't sleep well in hotels but I got two great nights of sleep this time around. This hotel does not provide a complimentary breakfast, which is fine, but the items available for sale were all overpriced so we went elsewhere to get breakfast and coffee for the rest of the family. The fitness room was well organized and provided for a couple of good workouts over the weekend. The front desk staff was friendly and pleasant. We have stayed at this hotel before without issue and I would recommend this property to others as I realize that nothing is ever perfect when traveling. We would definitely stay here again and give this hotel...