Rated 1 out of 5 by GJD0000 A real dog with fleas
Nice lobby & bar. Staff is friendly. My room was a DUMP - stained carpet, dirt & food on the floor, and no soap in the bathroom. Only one bath towel. Are you kidding? I'm sleeping in my clothes tonight! I told the staff, but there's nothing they can do - hotel is sold out. STAY AWAY from this place.
December 5, 2011
Rated 4 out of 5 by Barleg Barleg
Attended concert which was within walking distance. Nice linens, pillows and bed. Pedicabs fun to event. Charges for parking and water excessive.
January 12, 2014
Rated 1 out of 5 by plat2727 Try to avoid staying here
The vallet staff members are good. But...
1. No wifi on club level 16th floor.
2. Front Desk staff try their best to be unhelpful.
3. Club service is non existent on weekends.
July 27, 2013
Rated 5 out of 5 by AustinGirl77 Amazing Staff
Though check in in late (3pm) at this hotel, Mike, the concierges went above and beyond to take care of us! Requesting GREAT places to eat around the hotel or even calling us an exceptional van service to the airport - Mike was our go-to guy. When we think about our stay at the Sheraton, his name comes up right away. The only downfall of this hotel was the lack of a fridge in our room. We were unable to bring leftovers back with us from meals, as well as keep bottles of waters cold for our day trips. Thank you Mike and the Sheraton for our great stay!
July 8, 2013
Rated 5 out of 5 by jbull1978 Staff wonderful as always
Every time we stay at a Sheraton for a special occasion, the staff does a little something to make us feel special. This year we went back to Austin for a 12 year anniversary and the manager gave us free vouchers for the breakfast buffet. The location is only a a few blocks from 6 street and an easy walk. Gave the room comfort only 4 stars because it seemed we heard a fair amount of noise from the room next to us. But they may just might have been extra noisy. Sheraton consistently has great deals for the military which is always greatly appreciated
June 18, 2013
Rated 5 out of 5 by Austonian Good Value in Downtown Austin
This is a great hotel located right in the middle of all the action in downtown Austin. The property is updated and has a great lobby with a cool, popular bar that gives a good vibe to this hotel right when you walk through the front doors. You’re within walking distance to nightlife (6th Street is about 5 blocks away), and you’re also close enough to walk to the University if you’re in town for a game or to visit friends and family that are going to UT.
Rooms are simple, but they are comfortable and modern. Because this hotel is centrally located, it can be quite full at times…so allow a little more time when coming and going. Parking is great, and it’s right on I-35 if you’re just stopping in on your way through town.
Overall, I recommend this hotel.
October 17, 2012
Rated 5 out of 5 by Traveler1999 Parking and Food
Parking in the downtown area is ridiculous. I had a friend meet me and they had to pay to park at the hotel and she was only there a few minutes to pick me up. No complimentary parking even for a few minutes for pickup. The only food besides roomservice available was at the bar. Went to restraunt and had to pay $8 to park. Also no bags provided when items purchased at shops. Who wants to walk around town carrying items.....
November 21, 2013
Rated 5 out of 5 by whycantihavethesamename Service above and beyond
When I arrived for my reservation the hotel was overbooked. They had no room left for me. I had been traveling all day, it was late, my girlfriend was unhappy and we just wanted to go for a swim and go to bed.
Trae, the front desk manager understood all of this, and he did everything he could to make it right. In fact, he went beyond making it right and displayed a level of customer care that surprised me and ensured that whenever I am in Austin I will be staying at the Sheraton.
For the remainder of my stay I found the hotel to be conveniently located, comfortable, and a pleasure to stay in. I can recommend the landmark restaurant, and the patio dining experience is quite nice in the evenings.
Thank you to Trae, Brie and all the staff who made our stay so pleasant.
June 18, 2013
Rated 2 out of 5 by Lowell30 Bad Customer Service
Given the fact that this hotel has a stable market of conventions and conference, it has grown to be complacent in providing the excellent quality of customer service a Starwood hotel is known for. Their staff fail to take ownership of their mistakes and are very inefficient. I have been staying in this hotel for the last 11 months.
Inconsistent Execution of Make a Green Choice:
If you are traveling for business and consistently participate on the Make a Green Choice promotion, this hotel has been inconsistent in their process. I have There has been a number of nights when I hanged that tag in my door and I have not received any coupons in the morning. Other times, housekeeping would still come into your room to fix it despite hanging the "Make A Green Choice" in your door. They would get any coupon lying in your desk. I learned to just immediately bring the coupons with me in case housekeeping fail to recognize your participation in the program. This has happened more than once.
Staff Fails to Take Responsibility for Their Actions:
There was a time that the front desk and night auditor made an unforgivable mistake of connecting my wife's call to the wrong room and a woman picked up the phone. They insisted that it was the right room and the guest refused to accept calls. I was outside on a team event and no one was in the room. Both staff insisted that they followed protocol and told my wife that it was indeed the right room. I complained to SPG and the director of rooms insisted the same thing providing wrong information on the SPG issue logs that my wife provided the wrong room number even when she did not. I escalated to the general manager and after persistently convincing him that there was a disconnect in his staff's excuses, he agreed the mistake was on them. Is that even necessary? Or should they have taken ownership of their mistake from the start?
Club Lounge Hours:
On paper, club lounge is supposed to open at 6:30AM. If you have an early morning meeting, forget about it and grab breakfast outside. You would experience coming in at 7 and things are not completely set up.
I have been staying here for the last 11 months. Knowing that I already met the required number of nights to maintain my status next year, I am ready to switch to another hotel beginning of next month.
June 13, 2012
Rated 4 out of 5 by EdgeTexas Sheraton Austin
Front desk staff was awesome and the fitness facilities were great. The room needed a little in house maintenance, but everything was functional.
December 14, 2013
Rated 4 out of 5 by Brooke80 Exceptional Service
I just got married in Austin. We didn’t use the Sheraton for the wedding but we did use the hotel for our wedding room block for our out-of-town guests. The service and friendliness of the staff was exceptional. Our families and friends were very happy with the hotel and its staff. The icing on the cake was the bottle of champagne and chocolate covered strawberries waiting for us in our room after our wedding.
November 4, 2013
Rated 3 out of 5 by Western27 Platinum Not Rewarded
The overall cleanliness of the hotel was fine/average. The staff took pride in the cleanliness. I was however disappointed that at check in (2:30PM) I asked for a upgrade from a standard room. At the time, the desk clerk said "We have late check outs and no rooms are currently ready". I responded with "That is fine, I can check in later if it mean getting an upgrade". The desk clerk did not respond and just gave the standard room. I know that there were upgraded rooms available as the parking lot was empty as was the restaurant and lobby at all times. That being said, having 4 adults in one standard room did not make for a pleasant stay. Also, the painting in the halls, outside of our room was annoying to say the least. In future, please remind your staff that platinum members should be upgraded.
August 20, 2013
Rated 4 out of 5 by IndianapolisChiropractor This staff is here to serve!
Front desk staff went to the mat for me when I arrived before my friend who had originally reserved the room. They certainly followed procedure, but went so far as to personally text me when my room became available and helped with a room change after check in even delivering the key to the room so I didn't have to lug the bags around at all. The room was in pristine condition and aside from missing an in room fridge was perfect. Thanks to all at the Sheraton Austin. Well done!
June 25, 2013
Rated 4 out of 5 by LGill Bad Customer Service
I was on a business trip and the company called ahead to verify that the room would be charged correctly. When I arrive to the hotel, they asked me for a credit card authorization form. They had not told the person who called that we needed it. The man at the check in desk just printed me a form and headed it to me, like I had the authority to sign it and had the card in front of me. He brushed me off and did not offer any sugesstions. We waited in the lobby for about forty minutes and no one asked if we needed any help. It's not like we wanted to break into a room. We had other forms from the company and were clearly here on a business trip. I went back up topdesk and spoke with Danielle who gave us alernatives. She was very helpful and saw how frustrated I was and was able to help me out. She was great at getting us in quickly.
September 9, 2013
Rated 5 out of 5 Service was second to none
My stay at this hotel was wonderful. I cannot rave enough about the service. The service, from the front desk, to the breakfast restaurant, to the lobby bar was really 1st class! Everyone was extremely helpful and kind. I've stayed at Starwood hotels before but this location took the cake for service. My impression of Sheraton has changed for sure. Thank you for making my business stay memorable and enjoyable. If I'm in Austin again, this is where I'm staying.
August 16, 2013
Rated 2 out of 5 by ACLKris ACL Weekend
I went to Austin for ACL weekend. When I checked in Thursday night, the concierge didn't recognize my SPG status of being Platnium. It was almost like I felt it was a bother to even speak to the gentlemen at the front desk. He didn't offer me the Plat. welcome gift or offer to participate in the make it green choice (as the other SPG hotels do). The one thing that I dislike about SPG is how some hotels 'claim' to be a franchise and do NOT participate in most promotions.
October 15, 2012
Rated 4 out of 5 by Jrski9181 Great Location
The hotel is in a great hotel for Austin activities. It is a very nice hotel. We would stay again.
December 9, 2013
Rated 4 out of 5 by LGill Our Stay in Austin
Overall, the hotel was very nice. We had trouble checking in once we arrived. We had called earlier and no one had mentioned the credit card verification form. Once we got there, the man behind the desk was not very helpful in helping us find a way to get the form or another solution. Danielle was excellent and once we told her what was going on, she gave us a solution to the problem and got our room and everything situated.
September 9, 2013
Rated 5 out of 5 by LD610 The staff is wonderful!
The staff had everything prepared, even my early check in and directions to where to go before my conference started.
The sitting areas are strategically placed so I could enjoy the bar, balcony and/or the business area.
The staff was able to keep a supply of taxi's available for our group of 50+ people during the 4 days we were staying.
The beds are cozy and the pillows seemed to make falling asleep easy.
September 26, 2013
Rated 4 out of 5 by TouringtheUSA Great Service, but Aging Rooms
I visited on a short stay (Friday night - Saturday) and the SPG Gold / Platinum Desk team member was very accommodating to set me up with a room facing downtown. That evening I showered before going to sleep, but found in the morning that the shower had not drained at all, but had also a metallic residue built up. To the staff's credit, maintenance showed up within minutes, but unfortunately I was advised that this required snaking the pipes and additional work. While this was not a terrible inconvenience for me as I was checking out that day, so I told maintenance not to worry about fixing it for the balance of my morning, had I been on a business trip or staying longer (e.g., having an early AM start), I would imagine that a maintenance matter like this should be noticed during the regular cleaning cycle, not a last minute maintenance matter.
May 26, 2013
Rated 2 out of 5 by Nykohlus 2nd Stay Not Like 1st
My first stay at this hotel was a great experience. This time, not so much. I tried for 2 days to get WiFi internet access in my room and even had IT support contacted twice with no success. My sink also backed up twice and when reported at midnight I was told that maintenance wouldn't be available til 7:00am. Any other place I know of has maintenance on call even after hours. Other than that, hotel staff were nice and friendly.
May 26, 2013
Rated 4 out of 5 by Janny35 Lovely Place to Stay
From the moment you pull up out front of the hotel until the minute you depart the service is impeccable! Every staff member understands the real meaning of "customer service". The one and only issue was the "perfume" they pump into the hotel....not my cup of tea. Beds were incredibly comfortable! A really, lovely place to stay!
October 28, 2013
Rated 4 out of 5 by Jake21 Comfortable hotel
Hotel has friendly staff who respond quickly to needs. Swimming pool is great, the swimming area has no clock. Was unable to get any hot water in the shower in the men's locker room. Rooms are not very spacious and can hear the trucks on the interstate even on the 14th floor.
November 9, 2013
Rated 2 out of 5 by FreqTraveler Need Renovations
I think this hotel used to be very nice when it was new, but it definitely need some renovation. The furniture is old and the carpet doesn't smell good... to make it worse they use a lot kinda cleaner or refresher.
I could barely use the internet connection in there. I came in a business trip and tried to work from my room one day, but I had to leave, cause my connection was too slow.
The price is high for what you get.
June 9, 2013
Rated 4 out of 5 by CAT1970 Pleasant Stay
stayed in the hotel in May 21-24, 2013. Very nice hotel with alot of room to move around. The staff was very friendly too. The only negatives would be is my room didn't have a mini referigerator or microwave (for $159 a night, these should been furnished automatically with no extra charge). Also, the wifi never worked though I called the help desk multiple times I still had problems... but still a nice hotel overall :)
May 28, 2013
Rated 3 out of 5 by S4031 customer service, excellent
The people who work at your hotel are definitely caring individuals who want their guests to have a great experience. From the door man to the desk clerks everyone was nice, friendly and quite helpful. They did their best to manage an out of control wedding after party that lasted until 5am
October 28, 2013
Rated 5 out of 5 by Streetsmartsmom Everyone is happy and helpful
Each day I encountered different staff members and I am always greeted with a smile, a hello, a question - how can I help you.
The facility is beautiful and has a great flow - I love using the beautiful staircase to move among the meeting rooms.
November 7, 2013
Rated 5 out of 5 by Jamie Excellent Hotel and Staff, but food could improve
While we really enjoyed our stay, the only thing we were disappointed in was the room service food. We ordered the breakfast and it was awful, the eggs did not taste right and the hashbrowns tasted like they were the instant ones. It was not cheap either. Other than that, all the staff was very friendly and helpful, we would definitely stay here again. The location was very convenient to everything.
June 2, 2013
Rated 3 out of 5 by RSNS Remodel did not go all the way
This hotel is in a great location and the remodel of the lobby/bar looks great. However, the investments seem to have been limited to the first floor and hallway carpets and bedroom furniture do not appear to have been touched. The stains and bumps in the hallway carpets and peeling desk chair took away from the experience. Kudos to the front desk staff - courteous to all guests.
July 14, 2013
Rated 3 out of 5 by KAM403 Good for basic needs
The hotel met my basic needs, and I did like the weight room, but service was lacking a bit: - Front desk told me the only way I could get some milk was through Room Service, but Room Service told me bar was open and would be cheaper - they were right.
- Took me two tries to get a refrigerator
- Wireless connectivity broke at one point - I was transferred to IT but no answer
July 12, 2013