Austin Marriott Downtown

I normally prefer to name outstanding staff by name, but this is an unusual experience where literally everyone went above and beyond, whether a smile, randomly checking in to seeing if things were OK, going above and beyond for minor inconveniences, bar staff, ice on demand (which was very much appreciated as someone with an injury). Its a gorgeous place, but the hospitality is one of the best I've experienced in a while. The consistency of it from everyone just created a natural sense of relaxation. And please know this was during a time where they were hit with tons of large conferences/people/drama. And I still received fantastic service. Thank you. Will return!

We stayed at the Marriott this past weekend, and as a frequent traveler, I wanted to share my honest experience. From the moment we pulled up, we were greeted warmly and made to feel welcome. The front desk associates were incredibly sweet, professional, and helpful. The suites were beautiful, clean, and the views were absolutely spectacular. The rooftop pool bar is another highlight—it offers amazing views and a great atmosphere. However, the service at the bar left a lot to be desired. We sat at a high-top table in the bar area and were told that only the staff behind the bar could serve us. When we went to order at the bar, we were treated like second-class citizens. The bartenders were not friendly, and frankly, it felt like we were inconveniencing them just by placing an order. For transparency, we did spend a couple hundred dollars at the bar, so we were not just hanging out. That’s what made the treatment even more surprising. It wasn’t just us, either—we observed the bar staff treating everyone the same way: cold, dismissive, and unwelcoming. It really stood out in contrast to the rest of the hotel’s otherwise excellent service.

Checking in at the Austin Marriott was very disappointing. They didn’t have our room ready and made us wait 4 hours for it. We are Platinum Elite and we weren’t even offered water upon arrival. We went and bought coffee from the store on our own. We then went and asked them for the M lounge key card so we could wait while our room got ready. Nothing was done to make us more comfortable. Very disappointing. What’s the point of being a Marriott supporter when you get such terrible service. But the staff at the entrance was so prompt and friendly. They got our luggage so quickly and were so helpful. Probably the only nice thing about the hotel. We even asked if we could pay and upgrade our room but they refused while I saw lots of people who came after us got their rooms and got water and escorted to their rooms while being given tours of the M club and other facilities. We finally went back to the Check in Counter and Zachary was so nice. He was shocked we hadn’t gotten our room yet and apologised and helped us out instantly. The woman was not good at all and made us wait for so long.