W Austin, Texas [Master Thread]
Mar 16, 2011, 8:21 pm
#16
Join Date: Jul 2004
Location: Brooklyn
Programs: AA Exec Plat, SPG Plat
Posts: 61
W Austin - Nice room, many service issues
I just spent 5 nights (on points) at a Suite at the W Austin.
The room was lovely - well designed, comfortable - just great. That said, while everyone was very nice and said the right things at all times - I had a host of service issues.
When I checked out, I reviewed my Folio and asked if I could book a room for SXSW next year. The guy at the desk helpfully booked me a room, and told me to call SPG to have the room moved to points - a little odd, but I didn't worry about it.
Later I got an email that I had booked a pre-paid, non-refundable, non-changeable room for $569 / night. I called the SPG Platinum desk, and they reached out to the hotel - which said points could not be used, and I would not get a refund because the hotel was turning away people for those nights (which are 12 months away).
I explained that I had not been quoted a rate, not given my credit card, not told it was non-refundable - and that this wasn't acceptable. Eventually the hotel agreed to accept points - but by this point I would prefer to have the whole thing cancelled.
The other issues were relatively trivial, though still problematic.
- the folio emailed to me had an extra parking expense that wasn't on the folio when I checked out. They say 3-5 days to fix, and they can't send a replacement folio.
-The mini-bar in the hotel had never been filled. We asked several times to have it filled, but that never happened.
I'm extremely frustrated at this point - and would never stay at the hotel again, except for this reservation for next year I can't get out of. Every person I talk to at the hotel is lovely - but something really isn't working there.
The room was lovely - well designed, comfortable - just great. That said, while everyone was very nice and said the right things at all times - I had a host of service issues.
When I checked out, I reviewed my Folio and asked if I could book a room for SXSW next year. The guy at the desk helpfully booked me a room, and told me to call SPG to have the room moved to points - a little odd, but I didn't worry about it.
Later I got an email that I had booked a pre-paid, non-refundable, non-changeable room for $569 / night. I called the SPG Platinum desk, and they reached out to the hotel - which said points could not be used, and I would not get a refund because the hotel was turning away people for those nights (which are 12 months away).
I explained that I had not been quoted a rate, not given my credit card, not told it was non-refundable - and that this wasn't acceptable. Eventually the hotel agreed to accept points - but by this point I would prefer to have the whole thing cancelled.
The other issues were relatively trivial, though still problematic.
- the folio emailed to me had an extra parking expense that wasn't on the folio when I checked out. They say 3-5 days to fix, and they can't send a replacement folio.
-The mini-bar in the hotel had never been filled. We asked several times to have it filled, but that never happened.
I'm extremely frustrated at this point - and would never stay at the hotel again, except for this reservation for next year I can't get out of. Every person I talk to at the hotel is lovely - but something really isn't working there.
Mar 16, 2011, 10:28 pm
#17
Join Date: Aug 2007
Posts: 689
Last edited by aussiechris; Mar 16, 2011 at 10:40 pm Reason: clarity
Mar 16, 2011, 11:48 pm
#18
Suspended
Original Poster
Join Date: Dec 2009
Posts: 3,816
<<Beating a dead horse>> Hotels that charge rates that this property charges should not have these types of service issues. It just should not happen. I feel for you because this happens to me ALL. THE. TIME.
I think there are way too many sloppy properties. I get charged for internet at least 50% of the time even though I am Platinum. Last year, my Platinum amenity did not post on eight consecutive stays!! Things are regularly tacked onto my bill after I check out.
But, Hyatt isn't better. Bonuses never post. Three weeks ago, I stayed at a Hyatt using points and the hotel charged me the amount that should have been billed to Gold Passport! I only noticed it after I saw a weird amount on my credit card bill. I asked the property to email the folio and the erroneous charge was discovered.
I guess there is incompetence and sloppiness everywhere in the hotel industry.
The way I address this problem with Starwood properties is that I open a Customer Service file when charges are placed on my bill after I check out. I believe that Starwood charges the properties a fee when customers open these files. And, the files typically go to the hotel's GM. Instead of calling the property and dealing with the issue myself (for free using my cell phone minutes calling the hotel's billing department), I email Starwood. So, instead of billing me some silly amount for internet, they have to reverse the charge and then (hopefully) they get charged for the file investigation. And, the person "paying" the bill, the property's GM, sees the unnecessary file. Maybe that will teach them??
I WOULD ENCOURAGE OTHERS TO USE MY STRATEGY.
800-328-6242 Starwood Customer Care (or just email [email protected])
I think there are way too many sloppy properties. I get charged for internet at least 50% of the time even though I am Platinum. Last year, my Platinum amenity did not post on eight consecutive stays!! Things are regularly tacked onto my bill after I check out.
But, Hyatt isn't better. Bonuses never post. Three weeks ago, I stayed at a Hyatt using points and the hotel charged me the amount that should have been billed to Gold Passport! I only noticed it after I saw a weird amount on my credit card bill. I asked the property to email the folio and the erroneous charge was discovered.
I guess there is incompetence and sloppiness everywhere in the hotel industry.
The way I address this problem with Starwood properties is that I open a Customer Service file when charges are placed on my bill after I check out. I believe that Starwood charges the properties a fee when customers open these files. And, the files typically go to the hotel's GM. Instead of calling the property and dealing with the issue myself (for free using my cell phone minutes calling the hotel's billing department), I email Starwood. So, instead of billing me some silly amount for internet, they have to reverse the charge and then (hopefully) they get charged for the file investigation. And, the person "paying" the bill, the property's GM, sees the unnecessary file. Maybe that will teach them??
I WOULD ENCOURAGE OTHERS TO USE MY STRATEGY.
800-328-6242 Starwood Customer Care (or just email [email protected])
Last edited by JFKSFOLAX_friend; Mar 16, 2011 at 11:55 pm
Mar 30, 2011, 9:55 pm
#19
Join Date: Feb 2010
Programs: SPG, Wyndham, AA
Posts: 120
Ups & Downs
Did a one nighter here over the weekend.
First impression, beautiful. I loved the interior design.
Was able to check in early, 11am ^^ Major kuddos for them able to accommodate me with this as they were coming off a sold out night. No upgrade, but didn't expect such as I was getting in so early. Checked out the pool in the late afternoon, pretty cool digs. Typical W, everyone lounging, drinking, not a whole lot of debauchery going on. The pool attendants/ servers were very prompt and friendly.
Here's the only hiccup I experienced.
Before I departed for the evening I called What/When to have my room cleaned and refreshed. No biggie, they said they'd take care of it and off I went to explore Austin for the night. Upon returning to my room late night/ early morning I noticed the door to my room was open, just slightly ajar. Reaffirming that I completely shut the door with my partner when we left I thought perhaps who ever cleaned it didn't shut it all the way. A security problem definitely, but I can some what understand a simple mistake. Come to find out as I enter the room, nothing was done. Bed wasn't made, dirty towels and dishes still out
. Immediately uneased by this situation I run downstairs and explain what has happened. The MOD was very receptive and had us wait in the lobby as they figured out who entered the room. While waiting (30min.) we were comped late night snacks ^^. The MOD regrouped with us and explained that a housekeeper had entered the room, but was "called out" for whatever reason and never returned. To top it off, she said the housekeeper was no longer on shift so immediate answers couldn't be provided as to what the exact situation was. As I was curious to who was in my room, I was also wondering for how long. They said they didn't have cameras in the hallway That place is lit with cameras everywhere, but oh well. She escorted us up to the room to verify if anything was missing (thank god not), and to see how'd we'd like the situation handled. Personally I just wanted a clean room, so they moved us. An upgraded Cool Corner in fact 
, but it was almost still a hassle to gather all our items just to be departing in a few hours after we slept.
Check out/ Recovery
My partner spoke to a manger to check out. In all they comped our WHOLE bill ^^ Room/ Tax and $400 bar tab.
Mistakes happen, just sucks when they do. I'll be back, and I'm very happy with the way everything was handled.
First impression, beautiful. I loved the interior design.
Was able to check in early, 11am ^^ Major kuddos for them able to accommodate me with this as they were coming off a sold out night. No upgrade, but didn't expect such as I was getting in so early. Checked out the pool in the late afternoon, pretty cool digs. Typical W, everyone lounging, drinking, not a whole lot of debauchery going on. The pool attendants/ servers were very prompt and friendly.
Here's the only hiccup I experienced.
Before I departed for the evening I called What/When to have my room cleaned and refreshed. No biggie, they said they'd take care of it and off I went to explore Austin for the night. Upon returning to my room late night/ early morning I noticed the door to my room was open, just slightly ajar. Reaffirming that I completely shut the door with my partner when we left I thought perhaps who ever cleaned it didn't shut it all the way. A security problem definitely, but I can some what understand a simple mistake. Come to find out as I enter the room, nothing was done. Bed wasn't made, dirty towels and dishes still out
. Immediately uneased by this situation I run downstairs and explain what has happened. The MOD was very receptive and had us wait in the lobby as they figured out who entered the room. While waiting (30min.) we were comped late night snacks ^^. The MOD regrouped with us and explained that a housekeeper had entered the room, but was "called out" for whatever reason and never returned. To top it off, she said the housekeeper was no longer on shift so immediate answers couldn't be provided as to what the exact situation was. As I was curious to who was in my room, I was also wondering for how long. They said they didn't have cameras in the hallway That place is lit with cameras everywhere, but oh well. She escorted us up to the room to verify if anything was missing (thank god not), and to see how'd we'd like the situation handled. Personally I just wanted a clean room, so they moved us. An upgraded Cool Corner in fact , but it was almost still a hassle to gather all our items just to be departing in a few hours after we slept.Check out/ Recovery
My partner spoke to a manger to check out. In all they comped our WHOLE bill ^^ Room/ Tax and $400 bar tab.
Mistakes happen, just sucks when they do. I'll be back, and I'm very happy with the way everything was handled.
Apr 24, 2011, 11:23 pm
#20
Join Date: Nov 2006
Location: Los Angeles, CA
Programs: SPG Platinum, UA 1K, Hilton Gold, Hertz #1 Club Presidents Circle
Posts: 317
Great room, minor service issues
Had 2 night leisure stay this past weekend. Usual W standards (i.e. service is "good" not "great"), but it's what I'm expecting at a W.
My corporate rate was reasonable for my budget. Got pre-upgraded to a Cool Corner Suite 2 days before arrival.
Great location, beautiful property. Didn't have a car.
Busy check-in around 5pm: had to wait about 10 minutes to check-in, but not an issue for me. No issues at check-in: got the suite on the 8th floor, talked about the property, and explained 2 bottles of water in the mini bar were free per day (along with the usual Plt stuff). No mention of amenity: I mentioned I wished points and the agent said "no problem".
Room was very nice. Gray/blue shade of paint, with accent walls, and red accents (like pillows). Some minor paint wear, but I didn't care (my friend pointed it out). Overlooked the pool and south & east facing.
There was a large wet-spot on the floor between the living area and the bedroom. We couldn't tell the source, but it looked like it came from the floor below. We just remembered not to step there.
Has a large walk-in shower, plus a large tub. The tub stopper had issues with stopping the water: we had to jury-rig a towel to use the tub.
The water in the mini-bar wasn't replaced after the first day. I did call W/W to ensure the room was made-up as I didn't leave for the day until 3pm.
Pool was nice, busy, but crowded and full. We couldn't get a lounge chair until 5:30pm (and I was watching the pool starting at 9am). Attendants were friendly and quick. Pool is only open until 9pm.
Living Room/bar is the usual W mad-house scene. Nothing new. Drinks were $11-13: reasonable for me (coming from LA), but my friend that lived in Austin said they were completely crazy.
Didn't eat there: my friend said the food isn't very good, FWIW.
I didn't do front-desk check out. I had no folio under my door: it was emailed to me. Plus, on arrival home this evening, I had a final folio in my email. Was correct.
Will update post if any points posting issues occur or additional unauthorized folio charges happen this week.
My corporate rate was reasonable for my budget. Got pre-upgraded to a Cool Corner Suite 2 days before arrival.
Great location, beautiful property. Didn't have a car.
Busy check-in around 5pm: had to wait about 10 minutes to check-in, but not an issue for me. No issues at check-in: got the suite on the 8th floor, talked about the property, and explained 2 bottles of water in the mini bar were free per day (along with the usual Plt stuff). No mention of amenity: I mentioned I wished points and the agent said "no problem".
Room was very nice. Gray/blue shade of paint, with accent walls, and red accents (like pillows). Some minor paint wear, but I didn't care (my friend pointed it out). Overlooked the pool and south & east facing.
There was a large wet-spot on the floor between the living area and the bedroom. We couldn't tell the source, but it looked like it came from the floor below. We just remembered not to step there.
Has a large walk-in shower, plus a large tub. The tub stopper had issues with stopping the water: we had to jury-rig a towel to use the tub.
The water in the mini-bar wasn't replaced after the first day. I did call W/W to ensure the room was made-up as I didn't leave for the day until 3pm.
Pool was nice, busy, but crowded and full. We couldn't get a lounge chair until 5:30pm (and I was watching the pool starting at 9am). Attendants were friendly and quick. Pool is only open until 9pm.
Living Room/bar is the usual W mad-house scene. Nothing new. Drinks were $11-13: reasonable for me (coming from LA), but my friend that lived in Austin said they were completely crazy.
Didn't eat there: my friend said the food isn't very good, FWIW.
I didn't do front-desk check out. I had no folio under my door: it was emailed to me. Plus, on arrival home this evening, I had a final folio in my email. Was correct.
Will update post if any points posting issues occur or additional unauthorized folio charges happen this week.
May 3, 2011, 6:35 am
#22
Suspended
Original Poster
Join Date: Dec 2009
Posts: 3,816
Prior to last year, I was >90% posted. Last year was a disaster in that regard.
Jun 5, 2011, 9:41 am
#23
Join Date: May 2011
Location: Washington, DC
Programs: UA 1K/1MM; Marriott Lifetime Titanium, Hilton Diamond, Hyatt Globalist,
Posts: 180
Just completed a points stay at the W Austin. From the discussion here, I was a little worried about service issues, but it turned out to be a great stay.
We booked the stay to visit daughter who attend UT, and to celebrate wife's 50th birthday. I realized after booking that we might have made a mistake since UT graduation was taking place the same weekend we were there, but we encountered no problems at all.
Check in Saturday afternoon was fine. We arrived early at 1 pm, tired from an early flight, but were told that we had received an upgrade to a cool corner suite, and that we could wait at the pool until it was ready. We handed over the luggage and hit the pool- not a huge area, but plenty of seats, and open bar and very attentive waitress. She not only brought our drinks, but got us a tube of suntan lotion to use at no charge since we were obviously not used to being out in the Texas sun. After about an hour of relaxing with mojitos by the pool, I received a text message that our room was ready.
Suite was very nice- large screen tv and nice sectional couch in the living room, another large tv no the wall in the bedroom, and wrap around windows with great view of the river. Nice little touches in the room- instead of an alarm clock, wires in a little box by the bed to plug in an ipod or blackberry without needing your own adapter. Since I use my iphone as an alarm clock, and often have to move a mattress to find a plug in most hotels, this is a great idea. There was also a note that said they have ipods available to borrow if you want one for a workout.
Speaking of workouts, this was probably the most functional hotel gym I have ever visited. Many cardio machines, and a full complement of weight machines, plus a large aerobics studio.
The highlight of the hotel was the "living room" bar area off the lobby. We returned to the hotel around midnight Saturday night, and it was packed. We found a sofa to sit on together in one of the four rooms and settled in to watch people. We then heard a familiar voice saying "mojitos, right?" It was the same waitress, Dawn, from the pool, who not only remembered our drinks, but also our names and room number. She also remembered we were there celebrating wife's birthday, excused herself and returned with a small box of very tasty chocolate as a birthday gift. If I had any open positions, I would have tried to hire her- the service was that good.
The only negatives of the stay were the high parking fees, but there are cheaper options all around the hotel, so do your homework and decide if the valet service is worth it. They did have the car ready within 5 minutes each time we called, so I can't complain about the service level.
Checkout was fast, although I did have to stop at the desk to have the internet charges removed. I received my corrected email receipt right away.
All in all, wife has a new favorite hotel in Austin, and we will be back.
We booked the stay to visit daughter who attend UT, and to celebrate wife's 50th birthday. I realized after booking that we might have made a mistake since UT graduation was taking place the same weekend we were there, but we encountered no problems at all.
Check in Saturday afternoon was fine. We arrived early at 1 pm, tired from an early flight, but were told that we had received an upgrade to a cool corner suite, and that we could wait at the pool until it was ready. We handed over the luggage and hit the pool- not a huge area, but plenty of seats, and open bar and very attentive waitress. She not only brought our drinks, but got us a tube of suntan lotion to use at no charge since we were obviously not used to being out in the Texas sun. After about an hour of relaxing with mojitos by the pool, I received a text message that our room was ready.
Suite was very nice- large screen tv and nice sectional couch in the living room, another large tv no the wall in the bedroom, and wrap around windows with great view of the river. Nice little touches in the room- instead of an alarm clock, wires in a little box by the bed to plug in an ipod or blackberry without needing your own adapter. Since I use my iphone as an alarm clock, and often have to move a mattress to find a plug in most hotels, this is a great idea. There was also a note that said they have ipods available to borrow if you want one for a workout.
Speaking of workouts, this was probably the most functional hotel gym I have ever visited. Many cardio machines, and a full complement of weight machines, plus a large aerobics studio.
The highlight of the hotel was the "living room" bar area off the lobby. We returned to the hotel around midnight Saturday night, and it was packed. We found a sofa to sit on together in one of the four rooms and settled in to watch people. We then heard a familiar voice saying "mojitos, right?" It was the same waitress, Dawn, from the pool, who not only remembered our drinks, but also our names and room number. She also remembered we were there celebrating wife's birthday, excused herself and returned with a small box of very tasty chocolate as a birthday gift. If I had any open positions, I would have tried to hire her- the service was that good.
The only negatives of the stay were the high parking fees, but there are cheaper options all around the hotel, so do your homework and decide if the valet service is worth it. They did have the car ready within 5 minutes each time we called, so I can't complain about the service level.
Checkout was fast, although I did have to stop at the desk to have the internet charges removed. I received my corrected email receipt right away.
All in all, wife has a new favorite hotel in Austin, and we will be back.
Jun 5, 2011, 3:22 pm
#24
Suspended
Original Poster
Join Date: Dec 2009
Posts: 3,816
Funny thing is, didn't this property open after Platinums got free internet? So, it's not like Platinums used to get charged for internet and are now compd. Amazing that this hotel still can't get this right.
Jun 21, 2011, 2:05 am
#25
Join Date: Dec 2004
Location: AUS
Posts: 690
Glass falls, guests injured, pool closed
This hotel has been in the local news recently.
Glass from unoccupied condos fell twenty stories onto the pool area, causing minor injuries.
The hotel pool is closed, and condo owners are banned from their balconies.
Glass from unoccupied condos fell twenty stories onto the pool area, causing minor injuries.
The hotel pool is closed, and condo owners are banned from their balconies.
Jun 22, 2011, 10:55 am
#26
Join Date: Sep 2010
Programs: SPG Plat, HH Silver, UA 1K, DL Silver
Posts: 190
Upcoming stay while pool is closed
I received an email from the Austin W yesterday that stated:
I thought it was interesting that they mentioned the cost of parking in the same paragraph as the mention of the pool being closed. Apparently other people thought this odd as well because I received the following email today that stated:
Just FYI for people staying here in the next little while and that were expecting to use the pool.
The Wet Deck will be temporarily closed until further noticed. We apologize for any inconvenience this may cause, please call our concierge or Whatever/Whenever department to hear a great list of another refreshing stops and activities you can experience while staying with us. Nightly parking fee and applicable tax is an additional $31.41. (overnight parking $29.00 + 8.32% tax).
I am writing to inform you that due to an unfortunate incident, our pool will be closed until further notice and guests will not have access to the pool or WET deck. We’ve previously sent out an email communication, however we wanted to make sure you knew of what we’re doing to help alleviate the situation:
As our guest this weekend, you will receive the following amenities:
20% off ALL B&F Outlets when you sign charges to your room (this includes all charges in our Living Room space, our farm-to-table restaurant TRACE as well as any in-room dining charges).
Finally, please note that we do have area hotel pools available to utilize and we will have an on-site shuttle to transport you to those hotels should you choose to use their pool. Let one of our talent know upon arrival, and we would be happy to provide you alternate pool information.
As our guest this weekend, you will receive the following amenities:
20% off ALL B&F Outlets when you sign charges to your room (this includes all charges in our Living Room space, our farm-to-table restaurant TRACE as well as any in-room dining charges).
Finally, please note that we do have area hotel pools available to utilize and we will have an on-site shuttle to transport you to those hotels should you choose to use their pool. Let one of our talent know upon arrival, and we would be happy to provide you alternate pool information.
Just FYI for people staying here in the next little while and that were expecting to use the pool.
Jun 27, 2011, 6:15 pm
#27
Join Date: Sep 2008
Location: AUS
Programs: BAEC Gold, AA PPro, Hyatt Globalist, Amex Plat
Posts: 7,043
Wow, not good...
"More glass falls at W"
http://www.statesman.com/blogs/conte...=breaking_news
They say all publicity is good publicity, but...
Regards
"More glass falls at W"
http://www.statesman.com/blogs/conte...=breaking_news
They say all publicity is good publicity, but...
Regards
