TownePlace Suites by Marriott Austin South

"Nice clean hotel. The only thing that bothered me was that they allow people to smoke near the entrance so you have to smell the smoke as you go in or out."

"I would give this place a zero Star if I could. Never in this life will me, family, or friends go here. I booked at this hotel 2/3-2/5/2024. I notified the hotel I would arrive at or after midnight. They seemed fine with it and did not raise any issues. I arrived with my husband and two kids at 12:30am. The receptionist mentioned he could not find our reservation and we need to “go on somewhere and come back in 20 minutes” the system is down. He looked at printout of reservations and did not find my reservation. I confirmed we were at the right place and went to the car. My husband went in after 20 mins to see if we could check in of which the receptionist told him he could not talk to him very rudely and that his wife knows what is going on. My husband came to the car stating I think this guy is having a bad day he is very rude. I went in and the guy started yelling at me. I already told you the system is turning over and your husband is not on the reservation. I was like wait so you now have our reservation ? Because you had mentioned you did not have it and system is down. He started yelling “who the hell checks in at midnight anyway”. I said well if that is a problem you guys need to disclose on your site so people do not book if they will arrive at or after 12 midnight. He said well everyday at midnight the system turns over. I said well is now 5 to 1am is the system still not working. He yells so you not going to wait, of which I mentioned I just want to know if we have a reservation here or not. He gets upset, said he will cancel my entire reservation of which I said fine. I requested for evidence of cancellation and proof they will refund me all the money I paid since they are denying me service. I asked for the manager to get the confirmation I will be reimbursed, he lied and said he was the manager. He told me if I do not leave he would call the cops and tell them I sent my husband to threaten him and that I also threatened him and refuse to leave the building. I asked why would he call and lie to the cops. All I want to know is if I will get my money back and I will be on my way. He proceeded to call the cops and lie. 3 cops showed up with their hands on their gun since the guy called and told lies. The cops saw I was no threat and I could see they relaxed. I maintained the same calm demeanor I had from the beginning and extremely surprise this is going on at a Marriott hotel. The cops did not have to walk me out or anything as I did not do anything wrong. I followed the right procedures and is unfortunately Marriott did not uphold their promise of hospitality and good customer service. I called Marriott main customer service filed a complaint same day. Imagine my surprise when Monday rolls around and my card was charged for 1 night. I called Marriott only to be informed the property closed the case. The rep reopened the case. I called the property spoke with manager D who informed she will watch the taps and call back. This was on Monday today is Thursday night not so much as a call an apology, or repercussion for the staff who lied to the cops and broke so many rules and policies. Very unfortunate. I will be looking at other options as I have tried to work with Marriott but they seem to ignore my situation."

"I arrive at this location with my wife and kids around 12:30am after a long drive. Prior to my arrival I called to notify the establishment I was arriving late. Upon my arrival we try to check in but the manager told my wife to wait for 20 minutes. After waiting till 1 AM, I went to ask him how long it would take to get to our room because I had 2 kids in the car crying. The staff who claimed to be the manager “Deaundra Dubureuil” raised his voice at me and told me he could not talk to me about the reservation and she could only talk to my wife. Be mindful name was also on the reservation. I went back to the car and told my wife the manager refused to talk to me about the reservation and would only speak to my wife. My wife went in to ask about the status of the reservation and the management response was “What kind of people check-in at one”. My wife told him If you dont have room for us please let us know so we can find an alternative because it is late. He told my wife to get out of the hotel or he will call the cops. Be mindful, all we are asking for is proof of cancellation. Even with cops he refuse to give us proof on cancellation. The cops gave us a police report since his refusing to give us confirmation of cancellation. This is worse experience ever. After this I don’t even want anything to do with Marriott ever in my life."

"You have to drive through the Regal's parking lot to get here. There is a parking lot security system because of car break-ins that supposedly have decreased since system installation. It's shared with Staybridge, and there is now a parking fee. This is the first Towneplace I've been to where there is a parking fee. Why pay this fee? Shouldn't security be provided free by the hotel??? An exterior door's handle doesn't work, so you couldn't get in even when the card access works. The room was clean but had a couple of maintenance issues. There's a robot on the first floor labeled Bevo that brings stuff to your room at request. Looks like it's just for small items though. So likely not for a rollaway or a desk."

"Booked this hotels pretty much for the bed and a hot shower. I was impressed with the amenities that were included in the room, full fridge, mini stove, microwave. The room was more than enough for me traveling solo. The shower appears to have been remodeled recently. The bed was clean and comfortable. My only issue on this trip was that the AC unit was on all night and in the middle of the night started rattling and making a bunch of noise which subsided after 5 min but still annoying and needs servicing."