Rated 1 out of 5 by JoJo72 disappointing
When we arrived, there was no valet. We had to go to the front desk and ask for assistance. Upon making our way to the front desk, we learned they did not have a record of our reservation. I was present when my husband had the conversation with the reservation agent so I know for a fact he secured a reservation for our dates. We had to take a queen room which was not what we had reserved. There was an extremely long wait while dialing the Express Service number. It was anything but "express". We were told on our last morning that breakfast was included with our stay. When we received our bill, we had been charged for our less than impressive breakfast. Upon checkout we had to wait 15 minutes for a bellman to help with our luggage.
October 25, 2014
Rated 2 out of 5 by DanaBB Disappointed in Service
We experienced several issues that we reported during our stay - the phone in the room would not stop beeping day or night even after doing everything suggested. Every time I called on this they would say put it on the charger. About 2 in the morning I told them they could come pick it up from the hall or I could throw it out the window.. The waters in our room had been previously opened. We had no toiletries in our bathroom. Etc. The person who answered the phone on about our 3rd or 4th issue said he would give us 3000 starwood points for our trouble. Of course we did not receive those either. Austin has plenty of great options for hotels. Sadly this one, with their service level, is not one of them. There was no acknowledgement of being Gold or an offer of any upgrade or amenity. The restaurant had a great breakfast and the service there was amazing. Maybe they should train the rest of the hotel staff.
October 30, 2014
Rated 2 out of 5 by Ernie123 THE STAFF AT THIS HOTEL
iI had made reservations thru the nicest associate I have ever spoken with. Her name is Yolanda Jones. She was very accomodating. However, beginning with my arrival at the Domain, I advised the attendant of who I was and stated that I had a Starfriend Notice but, that it was on my email. I advised her that I could email it to her "in the morning". I then completed check-in and went to my room;. I was very tired and inquired at the desk of the availability of of a nearby massage. I was transferred to the coincierge; I never received answer. I hung up and called the receptionist again and advised that the coincierge never answered and asked if she could help me. I was advised that she would try to find the coincierge for me and have her call me back. I waited for 2 hours and never received a call back. So I got up and went downstairs to determine the problem. Apparently there had been a shift change because NO ONE knew anything about my request and prior phone calls. So I went back to my room and phoned the coincierge again; she finally answered, told me that it was too late, that the massage had to booked more in advance and there was nothing I nor she could do. This made me very angry. The next morning, I emailed the Starfriend Notice as previously instructed. I have no idea whether I was accomodated with the Starfriend benefit or not. There was confusion regarding my rates per stay and I simply told the clerk to go ahead and charge me whatever they felt appropriate. Unless these problems are corrected and assurances given, I will never stay at the Domain again.
October 17, 2014
Rated 1 out of 5 by FTLTraveler Poor service and a big disappointment.
I have stayed at many Starwood properties in the US and all over the word, and by far this has been the worst hotel stay ever. As a Starwood Gold member I am extremely disappointed.
The first day of my stay, by 4pm the room had not been cleaned, when I complained at the front desk they said I had requested the "green option" so the room will not be cleaned. Upon check in I clearly stated that I wanted my room clean every day. I had asked for this not to happen again the next day.
By the second day, I had return to my room at 3:30pm, and once again, the room was not cleaned. I have to mention that on both days I had left the room before 9am.
It is completely unacceptable to stay at a hotel and not have the room cleaned by this late time of the day.
On Saturday Sep 27, when I returned to the hotel, there was absolutely nowhere to park, I had to park across the street at the Domain Mall parking lot. I guess they have poor control of who parks in the hotel parking lot, and its not exclusive for the guest.
Then the worst part, on Sunday September 28, I checked out personally at the front desk. No one even bother to mention that there was a 5K race and many streets around the hotel were closed. No map was given nor instructions nor warning. I almost lost my flight because of this.
I would not recommend this hotel to anyone, very poor service. I am even considering giving up my loyalty to Starwood program and switching to a different Hotel company.
I hope someone at this hotel can look into this, to prevent other guests from being disappointed.
October 2, 2014
Rated 5 out of 5 by Lori Great Weekend!!
Upon arriving at the hotel, the friendly front desk employees were all dressed in robes celebrating their new Relaxing Weekend promotion. How fun it was to see them engaging customers as they were checking in... The weekend was perfect. We were quickly recognized as platinum members and treated accordingly. Management and customers please note, Tammy in the restaurant and Helena at the front desk went way above and beyond expectations. They were friendly, pleasing, kind, and eager to help with requests. My husband, who usually is not phased one way or the other, even commented about the wonderful service. Thank you for a nice weekend!!! We will be looking for more to come...
April 7, 2013
Rated 5 out of 5 by roadrunner Westin at its best
This is Westin at its very best. Apart from the boring location (at a Shopping Mall) which I can't blame the hotel for - everything is really special. Great atmoshphere in the Lobby with live music and a lively bar. BUT the best thing is the attitude of the staff. EVERY MEMBER OF STAFF could not have done more to make one feel more welcome. Nothing was too much trouble - and they all seemed to happy in their jobs. They were so positive and just wanted to please. This was my third Westin in a week and this hotel is clearly very well run. Breakfast was great (especially for Platinum members). Well done and thank you.
April 25, 2013
Rated 5 out of 5 by DS212 Great hotel-- rooms, lobby, staff
I've stayed at this hotel maybe 10 times and it's consistently great. The rooms are very nice and comfortable, and the lobby is super attractive and fun to walk through. What really makes a difference is the staff -- the people at the front desk, and the housekeeping staff who cheerfully bring me extra duvets, pillows and the fan that I ask for to have white noise on the road. THANK YOU for always being so cheerful and wanting me to be comfortable. Amanda and everyone else at the desk who knows what a high maintenance traveler I am and always take care of me and seem genuinely happy to help me-- THANK YOU
March 5, 2014
Rated 5 out of 5 by EvanAdams30 Excellent Property and Even Better Staff!!!
The staff here is top notch. Sean checked us in and was fantastic. Everyone I dealt with at the front desk and valet were extremely helpful and professional. I will be back!!!
December 9, 2014