Rated 1 out of 5 by MarkTexNYC Customer service completely unsatisfactory
Sometimes a staycation is just what the doctor ordered. Especially when you have friends visiting from around the world and you want to enjoy all that downtown Austin has to offer without the hassle of long cab trips home after a night of fun. As a general lover of the W brand, and someone who has stated in a couple dozen around the world, my expectations for the W Austin were high. Austin (super cool city) + W (super cool brand) [should] = marriage made in heaven.
Sadly that was not the case. I am disappointed in W Austin and will have to think long and hard before taking my business there again.
The morning of my stay, the SPG iPhone app buzzed merrily, informing me that we had been upgraded to a Cool Corner Suite. OMG! *ring* *ring* - hey y'all, I have an awesome suite at The W, let's hang there for a while before we go out (message sent to several friends that morning).
Check-in comes around (6ish pm). LIne is long. Room card makers were broken. Staff was stressed and it showed.
Our turn. Associate welcomes us and proceeds to apologize, saying that she "just gave our room away to the couple in front of us." The only other remaining suite (the one that I was shown to have on the SPG app) was filled with cigarette smoke from previous guest. She then proceeded to lecture us on the upgrade policy--regardless of what the app says, we were told, wasn't guaranteed. The salt on the already open wound was that we had to wait about 20 minutes for an associate to escort us to our room as the card makers were broken and they were having to take all guests (one at a time) to their rooms (our keys were delivered 45 minutes later).
If it hadn't been for a tweet we sent to the awesome folks at @spg, I am confident that the W Austin would've dropped it. The tweet resulted in follow-up from manager, which got us some drink vouchers and a nice text late at night apologizing that the remaining suite was still filled with smoke.
An appropriate course of action would've been to refund the SPG points I used to cover my stay. The W refunded a small portion of the points spent, but not enough to make up for the great disappointment and lack of customer service we experienced.
February 9, 2014
Rated 5 out of 5 by DT67 High End Hotel Downtown
The hotel staff went over and beyond to help make sure our stay was as comfortable as possible. The room was spacious and well appointed.
January 31, 2014
Rated 4 out of 5 by dibster No coffee in the room?!?!?
Hey I had a great stay and the staff were awesome - but two MINOR things bothered me
1. no one refilled the soap and stuff the next day - I might have signed up for the green thing, but I didn't get any points either
2. How come you don't have some coffee in the room?
January 28, 2014
Rated 5 out of 5 by ssus Great Customer Service
The staff, specifically M Lopez, went above and beyond to make this an extra special weekend trip for us. Thank you guys!
January 27, 2014
Rated 5 out of 5 by atxig Wonderful Stay
I live in Austin, but decided to take advantage of the wonderful rate the hotel had offered our guests and stayed. Elegant, comfortable facilities, accomodating staff, available resources; everything was top of the line.
January 22, 2014
Rated 5 out of 5 by Ghavern The staff here go the extra mile to make you feel welcome and comfortable..
Each time I arrive for my monthly stay here, someone welcomes me by name. They do what they can to ensure that I stay in the type of room that I prefer. Last visit I wanted yogurt after the breakfast bar was closed and someone went a found a yogurt for me and gave it to me complimentary. They always go the extra mile.
January 19, 2014
Rated 5 out of 5 by CoachWill Wonderful stay in great city
Hotel staff was friendly and helpful; property was trendy yet homey. The sales and marketing coordinator gave me a tour of the property as my sister in law looking to have her bachelorette party here. Strong nightlight vibe; several lounge areas; full spa; outdoor pool with chairs and private cabanas. Highly recommend for business and pleasure.
January 14, 2014
Rated 5 out of 5 by Sljones1970 Great hotel
Very friendly staff and very clean...love it..will def stay again here..just a little expensive so wld def have to be special occasion
January 13, 2014
Rated 4 out of 5 by DLG1 Great hotel but needs work
This was my first stay at a W Hotel. The hotel is beautiful and the front of house staff great - but there is a disconnect. On day 2 I called Whatever Whenever (WW) to let them know our shampoos etc had not been replaced since the previous guest - they promised a refill but when we got back to our room at 6 pm it hadn't even been cleaned. Day 3 we went for dinner at Trace and asked WW to have a bottle of champagne chilled in our room while we ate - got back from dinner - champagne not chilled. On leaving called down for our car - got downstairs - and you guessed it - no car and they had not received the message.
January 13, 2014
Rated 4 out of 5 by cchtx28 Great for business travel
The W is much nicer than other business hotels, but I wouldn't consider it a "boutique" hotel.
During our stay they were having trouble with their computers, which took up a bit of time and was a little annoying.
Our room was clean, spacious, and comfortable.
Final thought: $15 wifi doesn't say "nice hotel" to me. It says corporate penny-pinching.
January 10, 2014
Rated 5 out of 5 by royandrobinuk Exceptional in everyway!
Great rooms, excellent friendly and attentive staff and the perfect location!
January 7, 2014
Rated 5 out of 5 by JWAtx Best. Staff. Ever.
The facilities and the room were great, but what really put our stay over the top was the incredible staff.
January 6, 2014
Rated 5 out of 5 by Suzie27 great stay
This was an amazing experience- staff and hotel were both great, especially Insider manager.
January 2, 2014
Rated 5 out of 5 by AlannaK Staff
Without exception, all of the staff took
excellent care of us throughout our stay.
January 2, 2014
Rated 5 out of 5 by DandE Our home away from home.
Luxurious rooms, great views, friendly staff, delicious food and great location combine to make this the best value in Austin. Crazy scene on the weekends, which can be good or bad, but you can usually find a quiet corner to hang with friends if being surrounded by hip, good looking, well-dressed people of all ages is not to your liking. You have all of the downtown nightlife and the trails around Town Lake (Lady Bird Lake now) within an easy walk. We're in Austin once a month and this hotel is always our first choice.
December 19, 2013
Rated 5 out of 5 by Clevie Perfect Stay
Not knowing the Austin area I was somewhat anxious about what to expect about the hotel
and the surrounding area. NOT TO WORRY.
The staff was VERY helpful . Great room and
everyone was Texas friendly. Enjoyed a delicious
lunch at the hotel .\, but casual dining close by.
I look forward to my next visit.
December 6, 2013
Rated 4 out of 5 by golfer89 Great place for a short stay
If you decide to spend the Weekend in Austin the W is definitely a good choice, its situated in a great location close by to many restaurants. The staff is friendly and the drinks are good.
December 5, 2013
Rated 2 out of 5 by CLC2013 This hotel needs to lift its standards
This was my first visit to Austin, being an SPG member I naturally selected the W. Unfortunately the service was not up to scratch and made my stay memorable for all the wrong reasons
December 3, 2013
Rated 5 out of 5 by Jwilliams96 Wonderful first class hotel
The hotel grounds are beautiful. The facilities and restaurants were stylish and modern. The good was great and the atmosphere. The rooms were extremely clean and trendy. I was able to sleep peacefully.
December 3, 2013
Rated 4 out of 5 by Will87 Impressive lounge, spa and pool
The W Hotel in Austin was very stylish and I enjoyed my stay there.
My room had a balcony overlooking the pool and was very well planed out. The walk in shower was a very nice feature and had plenty of room.
The staff was very responsive to my needs. The spa was very relaxing and I would definitely try to find time to go again the next time I stay at the W Austin.
The valet was very convenient and took good care of my car. I would use it again.
The W was centrally located in Austin and walking distance to just about everything.
I would stay here again.
December 1, 2013
Rated 4 out of 5 by buddylove location
Wonderful location, the town seems to revolve around the hotel, but as a business traveler it is hard to be a regular because of such wild price fluctuations.
November 26, 2013
Rated 5 out of 5 by Almanfi Wonderful Hotel
I really spent a wonderful time at this hotel ..
Thanks for the hospitality !
November 24, 2013
Rated 5 out of 5 by Keaton66 Amazing hotel and service
This hotel is so comfortable and the service was outstanding!
November 23, 2013
Rated 5 out of 5 by fastime Wonderful
Best Manager ever quite involved
with everyday activities on site and interested
November 22, 2013
Rated 5 out of 5 by ArchieHoyt Best little W in Texas
I really just love this hotel. The location is great and the service is impeccable
November 12, 2013
Rated 5 out of 5 by getupandgogirl Enjoy every time!
I always stay at the W when in Austin and always enjoy it and look forward to the next opportunity I get to go to Austin so that I can stay at the W!
November 10, 2013
Rated 5 out of 5 by Lorido56 Great Stay
The Hotel and its staff is on there toes and treated me very kindly. I would stay there again the next time I am in Austin
November 3, 2013
Rated 4 out of 5 by RubeGonza W @ Austin
It was a very nice hotel - I was not blown away but I had a great stay.
October 30, 2013
Rated 5 out of 5 by Dunn09 This hotel is awesome
Money well spent; staff very nice and helpful
October 29, 2013
Rated 2 out of 5 by Rob8713 Service Level is beyond poor
We checking on a Saturday afternoon and there was a line to get our car valet parked. Once we were finally greeted we were advised of the $31.00 a day charnge, given a claim ticket to fend for ourselves with luggage, etc. One of the staff actually stood outside our vehicle and watched me struggle with the luggage.
On our departure we tried to convert a group of booked rooms for our daughter's upcoming wedding and were told there was no reservation in the system and we would have to call back to speak to the sales staff. The arrogant, unhelpful front desk staff is a joke
October 29, 2013