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Excessive pet fees - Bad Business Practice
Opinión escrita el 16 de Abril de 2021
First, the excessive pet fee. My 11 pound Pom had just been to the groomers prior to my trip. Bathed, haircut, nails clipped, etc. His hair is an inch long at the most. I booked here because they are "pet friendly". Not so much. 1 day AFTER I checked out, they charged my incidentals card for $100 as a pet fee. A fee they didn't disclose. A fee I had to call the hotel for in order to see WHY I was being charged $100. Pretty obvious that it wasn't revealed to me or I wouldn't have called. I thought it was a charging error for some drinks and snacks purchased from the convenience store. The hotel manager wouldn't budge on it, even though he said he'd address the non-disclosure with his front desk personnel. I then called Priceline to see if they could help with the hotel as well as with their website being more transparent that pet friendly does not mean free. If I'd known I'd have called the hotel prior to booking and NEVER would have stayed there. Priceline spoke to the same mgr I did, and he again refused to adjust the fee at all despite them not revealing it to me at check-in. This fee was 2/3 again of what I paid for my stay.
Other items I'd like people to know in a hotel review. The toilets are uncomfortably short. I'm pretty tall and they're about 4" below my aging knees. Not easy to navigate with arthritis. The sheets are rough as a cob. The A/C in my room literally revved up, like an airplane engine every time it came on. I think the decibel levels were similar as well. It was excruciating to try to sleep with that.
There are no COVID partitions hanging at the front desk. They were friendly and wearing masks when I checked in. I did notice guests not always wearing them. I'm vaccinated and wasn't overly concerned as I would normally have been.
If I hadn't been visiting my ailing mother at the Heart Hospital of Austin, 6 blocks south, I never would have stayed nor tried to come back and book again when I had to come down a week later. Thank God, I didn't find a good price the 2nd time, or I'd have been horrified to overspend again.
So the hotel must be hurting hugely to overcharge for your fur babies, but that fee must be disclosed when you check in.
Staff entered my room multiple times, hotel called nonstop and then refused to honor reservation as a titanium member
Opinión escrita el 10 de Decembre de 2020
I am a Marriott Titanium member and had checked into this hotel for a 2-night stay. I called the front desk requesting to extend my stay, at a corporate rate code. The hotel claimed to be sold out, however, I was able to log in and book the same rate myself again. After doing this the hotel staff entered my room without warning on 3 different occasions prior to my checkout time demanding my credit card. In addition to the hotel staff's unwelcomed barging into my room, the front desk called me no less than 13 times prior to checkout demanding my credentials and credit card. Upon initial check-in, I had already provided my credentials and it should have been an easy case for the hotel to simply extend my stay.
Even worse, by the time I went to the front desk at my normal check out time, the general manager had changed my reservations booked rate without my knowledge or authorization. I provided the manager several of the credentials marriott.com states are needed to qualify for the corporate rate. However, the manager continued his refusal to honor my reservation.
He then canceled my reservation as he refused to my honor my reservation. I later opened a case file with marriott.com and sent the general manager an email formally requesting an explanation for refusing to honor my reservation.
The general manager closed the case file opened without contacting me or upholding the ultimate reservation guarantee, or without so much as replying to my emails or contacting me.
I highly recommend avoiding this hotel, due to its refusal to honor corporate policies and belief they are allowed to let themselves into a guest's room whenever they want without explanation or cause. This is a huge privacy and security concern. Especially considering the staff letting themselves into my room all failed to be wearing face masks potentially putting my health at risk.
As previous reviewers claimed their COVID-19 policies are irresponsible and deceptive, putting guests' health in jeopardy, failing to respect guest privacy or honor guaranteed reservations simply because they want to higher revenue on rooms.
Great Rooms, Great Location
Opinión escrita el 5 de Octubre de 2020
Hotel is close to university, downtown and lots of restaurants and other activities. Facility looks new. Rooms are spacious and everything was very clean and well maintained. All the staff we saw were wearing masks. Would definitely recommend this hotel.
COVID-19 irresponsible and deceptive
Opinión escrita el 24 de Mayo de 2020
We had stayed at this hotel twice before and liked it. We read Marriott's COVID-19 policies and decided they were taking good steps to make a stay safe. The doors have signs posted saying everyone entering must wear a mask. During our weekend, we didn't see a single employee wearing a mask. No markings or protection at the front desk. They expected us to stand 2 feet away from the front desk clerk while we checked in. She told us fhey hadn't assigned a room yet because they were full. It became obvious that she had lied, and my guess is they were 10% full. No furniture in the lobby had been moved to encourage distancing. The maids were cleaning rooms without masks. No hand sanitizer, hand wipes, or check-in partitions, as their website promises. I won't be back, because this makes me wonder what their sanitaion practices are like during normal times!
Opinión escrita el 6 de Marzo de 2020
The location is near the Home Depot and is in a quiet area. The breakfast was amazing. We would definitely stay here again.