Rated 2 out of 5 by prevacid waited a long time for hot water
I waited for at least 10 minutes in the shower for hot water and eventually I gave up and called front desk. They sent a technician to my room and again he had to wait a long time for hot water too. He then told me that you have to wait a little bit for hot water to come up because they had a full house that night. He was nice though. However, I don't think 15 minutes was "a little bit" of wait. I have never been to a hotel where I had to wait that long for hot water.
August 16, 2014
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 3 out of 5 by ILG001 Needs renovation
For a 4-star rating, this hotel is lacking compared to other Sheraton I've stayed. The location is great, staff friendly. The room is dull, without a chest. The towels and toilet paper are so stiff that are uncomfortable. Shower faucet is difficult to use to get the right temperature.
The club lounge is limited in space. Food is just ok. A lot of stuff in that room isn't working- coffee machine, flat screen TV, etc.
August 23, 2014
Rated 4 out of 5 by cstein1017 One of the better Sheratons
Excellent exercise facility and indoor/outdoor pool area. There are fitness locker rooms here which I really appreciated. Unfortunately many of the keys were missing to lock up your things but it served great to change and rinse off after a work out and transition into the pool or hot tub. Wishing there was a steam room. Rooms were clean and comfortable. Club level amenities were extremely welcome. I sincerely appreciated the automatic expresso maker. Thank you Sheraton and staff for a wonderful stay.
March 10, 2014
Rated 4 out of 5 by JB007JB Decent hotel but dated amenities
Overall decent hotel. Close proximity to downtown and bar district. Plenty to do. Hotel greeted me very well including UT bell boy named Joe. Very well mannered and courteous. Engaged me in conversation and personable. Rooms need to be upgraded and redone. Older smell and feel to them. Shower was very bad looking and tub was old and very slippery. Almost slipped twice. For the price I paid and room I stayed in not worth it and next time will find a much cleaner and modern hotel.
April 27, 2014
Rated 3 out of 5 by SLY69 THE GOOD & NOT SO GOOD FOR JULY 2014
WE HAD STAYED @ THIS HOTEL LAST YEAR AROUND SAME TIME. THIS YEAR WAS A LITTLE DIFFERENT. NOT SURE IF ITS BECAUSE OF FUNDING BUT HOUSEKEEPING SLACKED OFF A BIT. WHEN CLEANING,THEY DID NOT BRING OR CLEAN THE SOAP DISH & DIDN'T BRING A LIL TOWEL TO DRY OFF FEET. ONLY THE 1ST DAY WAS THERE ONE. ALSO ONE MORNING ONE OF THE HOUSEKEEING KNOCKED ON OUR DOOR TO SEE IF WE FOUND HER CELL PHONE. SHE ACTUALLY CAME TWICE TO LOOK FOR IT. THE VALET WAS TOP NOTCH!
July 15, 2014
Rated 5 out of 5 by ApacheFive Nice Facility in convenient, downtown location
I stayed here for two nights using rewards points in order to avoid multiple taxi trips back north while friends were in town. The front desk staff was very helpful, and waived the parking fee becuase I had to wait a few minutes to check in.
I used the cardio and weight rooms, both of which were immaculate and in working condition. My room was clean and comfortable. Would definitely stay here again.
August 11, 2014
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 SOBEDOC A Fine Option for Downtown Austin
Been staying at this property for last few months while at work in Austin. Like many Sheraton properties it's a bit dated. The executive lounge is not open every day. If it's closed you get a voucher for two drinks and a appetizer at the lobby bar. I actually prefer that as the food and beverage down there is quite good. Hotel is a four block walk from the major entertainment district in Austin which is great. Overall it's a decent property.
July 9, 2014
Rated 4 out of 5 by sd318 Fine hotel, mediocre cleaning
The hotel was nice and in pretty good shape. Good location and nice room, quiet, nice bed. I stayed two nights and the cleaning of the room while I was out during the day was very mediocre. I'm relatively neat when I travel, but there was clearly no vacuuming, no straightening of the bathroom vanity or desk, no tidying of anything other than the bed being made and towels being hung up.
August 11, 2014
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 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 savvygirl Fantastic Southern Hospitality
I was pleasantly surprised with my stay at this hotel and most importantly the staff who were excellent especially Landon-Manager who made my stay with my family amazing! I was upgraded upon my arrival to a more than fabulous room and was treated above and beyond any expectations of a Starwood Preferred Member especially only being Gold. I do admit the hotel is a little outdated but I would rather stay here than any other hotel due to the service I received and the convenient access to downtown and University of Austin Campus. The rooms were clean and spacious and the internet was fast and I especially liked that you could sync up to 3 devices per room. I really appreciate all the great recommendations Landon provided and especially his outstanding customer service...I see why his staff is so professional and friendly and seem to enjoy what they do.
July 1, 2014
Rated 2 out of 5 by Justanote Dissapointed
Staff was great but the elevators did not accomodate well. I was able to get past the fact the the rooms are outdated and some of the wall paper peeling, BUT the fact that they used the cheapest toilet tissue in the world really bothered me. I would expect that of all things to be much better considering it cost 10X the money to stay there as opposed to a two star Motel. I have always thought well of Sheraton, however, I will make other choices in the future.
March 27, 2014
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 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 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 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 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 MelieR Great stay in Austin!
My family and I enjoyed the hotel. In addition to a very convenient location, the room was lovely and very clean and well-appointed. The staff could not have been friendlier or more helpful. We had to extend our stay an extra day due to a flight cancellation, and although the hotel was completely booked for that night, they graciously extended our stay. We definitely recommend the Sheraton for business or leisure travel!
February 24, 2014
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 5 out of 5 by Sthenos Hotel & Staff
Hotel and staff are great. Very friendly and helpful. Hotel super clean and one of the best I have visited.
September 4, 2014
Rated 5 out of 5 by Mari58 The hotel's staff was great
Since the moment I entered their valet parking/drop off area, I was greeted all the way throughout to the front desk. Every staff member, not only greeted me with a smile but ask me in what way they can be of help. I never found myself lost because there were always friendly faces willing to give you directions and guiding you. I was there for a pharmacy symposium and my stay was as always a wonderful experience.
April 6, 2014
Rated 4 out of 5 by Travellerman Good hotel....however
Good hotel. If you a Platinum like me and have club lounge access, a word of caution. I been in this hotel of months and the evening Club Lounge staff clearly do not meet the standard welcoming staff of the hotel. He seems not wanting to be there and it shows in his tone with the guest. If you have kids, be even more careful of this passive aggressive undertone.
July 13, 2014
Rated 4 out of 5 by Longhornfan1 Great location
This hotel was conveniently located, very clean and comfortable. The free water bottles were appreciated on a 100 degree day. Front desk was very helpful I would stay here again without any second thoughts.
August 23, 2014
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 5 out of 5 by Benjihana Exemplary Service
This hotel was outstanding. A great view, the rooms were outstanding, but my personal joy was in the staff. From check-in to the phone service and the Club level staff - everything was one of the better SPG properties I've been to, including NYC.
August 16, 2014