Embassy Suites Downtown Town Lake Austin Texas Complaint - Stay left a bad taste ... - Hotel Stay

Hotel Stay - Complaint

Review by JMWPediatrics on 2010-05-31

AUSTIN, TEXAS -- Staff at Embassy Suites at 300 S Congress in Austin left me with such a bad taste that I wouldn't return if given a free weekend. Our room's couch cushions were flat, springs were broken and the fabric was dirty. The couch was a hideabed and the support bar dug into guests legs. Guests must roll to remove themselves. I was embarrasssed by the condition of the furniture. Walls are very thin, through which I could hear my neighbors at night. Their front desk and service staff stood around talking rather than assisting guests. Parking is charged at a daily rate, the valet rate unless the guest specifies self-parking (about $20.00 per day). One of the worst inconveniences, the Embassy Suites' front entrace, though billed as wide enough to accommodate 3 cars, is usually blocked on one side by their vans and on the other side by "e-cars" leaving no space to off-load and load bags. Don't expect assistance loading and off-loading. After we checked out, the entire front desk staff watched while cars behind us honked and yelled as we struggled to maneuver a wheeled luggage carts off of a sidewalk with no ramp. Noone offered assistance. One bellperson named Ricardo had the audacity to ask us to move forward onto the street while we were still loading luggage into the car. I asked to speak to the manager and was told that he was occupied "taking care of issues for another guest upstairs." I can only imagine... We left having been treated like homeless lepers rather than paying guests. After calling back later that day, I reached the manager Damien, who apologized and promised to make changes. I was so upset and disgusted that I wouldn't chance ruining my trip by staying there again. They may bill themselves as a 3 star stay but I took away the message that the hospitality of the 300 S Congress Embassy Suites staff is limited to when the managers Damien and Jody are in sight on the premises. If you want to ensure your family or colleagues enjoy a peaceful, trouble-free stay in Austin, Texas, learn from my unfortunate experience and pass over this hotel. I was beyond dissatisfied. I would be happy to provide proof of my stay to confirm myself as a guest.