Rated 5 out of 5 by ColonelMike Love the W but had one problem today
I have stayed at the W Austin many times - even before I was an SPG member. I have eaten at Trace dozens of times as well. Having recently moved back to Texas but to San Antonio this time, we often visit the W while in Austin. Our English Bulldog, Chesty Puller, is generally with us. Today, my wife and daughter went to the W for lunch while in Austin. One reason that they went is because the W is dog friendly. They were in the record room lounge and were going to order some lunch there - as we have done many, many times before. However, a W employee named Larry (tall African American) came and told them that they were not welcome there with a dog. My wife asked if he was new because we have been taking our dog there since they first opened and we lived two blocks away. This man was rude and made my wife feel like she did something wrong with a new policy. His rude demeanor and lack of understanding was not what we have become used to at the W. This will make us rethink our future plans at this property.
June 16, 2014
Rated 5 out of 5 by Rob1x Great hotel for get away weekend!
My wife and I recently spent the weekend at the W in Austin as a 'get away' from the kids. In fact, the W is our favorite hotel to do this periodically throughout the year. It's important to get some alone time with your spouse! We love the consistency of the service and the staff, and also the proximity to many things to do in downtown Austin.
June 14, 2014
Rated 5 out of 5 by samthor best gym! best location! best pool!
i have stayed everywhere in ATX, and this is the spot!
i would like to give some recognition to a couple extremely helpful staff members- Alex the night manager and Tiffany the pool deck co-ordinator. They made sue my stay was perfect!
June 16, 2014
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 3 out of 5 by SPGGoldGirl 2nd ACL Weekend
Maybe some of the staff felt overwhelmed during the second weekend of the ACL festival, but I feel they should be prepared for this level of activity. On two occasions when I called Whatever/Whenever the person answering the phone was short and snippy. I believe this same person was at the front desk to check us out and was visibly upset and unhappy. If you are so unhappy take a break and regroup, but guests should always see your best face. If you can't be hospitable maybe you should not be in the hospitality industry. The rooms were ok but definitely not worth the hefty price tag. Valet, bell boys and cleaning staff were excellent.
October 15, 2013
Rated 2 out of 5 by Manju Room for improvement
We were really looking forward to staying here for a weekend during the Republic of Texas Biker Rally. We were given a room with a balcony over-looking the pool. The room was modern and clean. Coffee maker was not in the room but could be requested. No microwave. There was nicks on a lot of the furniture in which I called the front desk to report so we wouldn't get charged! Parking for the motorcycles was on the G1 level. Our room key cards did not work on the doors to get to the elevators which required us to walk the stairs up to the valet area and through the front lobby to the elevators every time we would return to the hotel. On the second day we got back to the room there was a sewage smell from the bathroom. Neither me or the wife had used the bathroom since we had arrived the previous day. The do not disturb was hanging on the door so the housekeeper didn't use the bathroom! I called the front desk and made them aware of the issue and was told they were sending an engineer up to the room. 20 minutes went by and nobody showed up. The smell was getting worse. I called again and told the front desk that the smell was unbearable to send somebody soon. My wife had to actually go outside because of the smell. Another twenty minutes went by with no "engineer" showing up. I went to the front desk and requested a manager in which he uprgraded us to a different room. This "upgrade" was the same identical room but without a balcony. I called and asked about the "upgrade" and they assured me that the room WITHOUT the balcony WAS an upgrade from the room WITH the balcony. They have a nice docking station radio for ipods. Unfortunately in our "upgraded" room it did not work! The other room's radio worked. I did not contact the front desk on this issue as it was late at night. I unknowingly dropped my sunglasses when entering the hotel's lobby and the bellman at the door chased me down yelling "Guy, guy, hey guy, you dropped your glasses." At a 4 star hotel I would think they would address their guests by either sir or ma'am, not "hey guy". I guess it's my wifes fault for wearing a low-cut shirt but the front desk clerk couldn't keep his eyes off her cleavage even while talking to me. We've stayed at most all the 4-star hotels in downtown Austin and never had a bad experience until staying here. Overall dissatisfied.
June 12, 2012
Rated 5 out of 5 by LifetimePlatinum EXTREME WOW!
My Son's girlfriend has an amazing opportunity to teach English in a foreign country and has decided to accept the position. Love knows no bounds and therefore they have decided to work through this temporary separation. She is going to be leaving in about a week. I decided a great gift to give them would be to treat them to a little mini-getaway at The W Hotel in Austin. I reached out to the hotel and connected with Caleb (from the W Insider Desk) at the W Austin to create this VERY special "Lovers Escape" for the two of them to celebrate their love. Caleb from the VERY beginning JUMPED in on this request to create a magical moment. I have come to rely on Starwood properties many many times in the past for my loved ones and VIP Business relationships over the years...well what Caleb put together is one of the most memorable experiences I have had! Let me see if I can describe in detail all the thought and love that Caleb invested in making this such a special WOW. It started out with Caleb spending about an hour with me on the telephone learning about My Son and his girlfriend, Inquiring and asking questions about what they love as far as music, food, activities, their hobbies, some special memorable experiences shared together. He was very thorough. He also organized some of their favorite activities while on property like - canoeing, and spa treatments. In addition, he worked with his VIP connections at some of the best restaurants in town to secure reservations and admission to some great entertainment venues for them. He covered everything from A-Z to make this an amazing experience! He even printed off pictures of them together and them framed them and placed them in the hotel room. I shipped out several imported bottles of champagne and he coordinated placing those in the room. He arranged the in-house Baker to create about 50 gourmet cupcakes, rum drenched donuts, and some other exotic delicacies in the room for them. He also worked with the in-house florist to create some beautiful floral arrangements. (Of course I covered the cost for all these extra amenities but he took leadership role in coordinating)The final magical touch happened today when he called me just a few hours before they arrived on property to tell me he was able to pull of an AMAZING room upgrade!!) The upgrade, the amenities, the special VIP treatment, all of that culminates together to make this a very special experience for My son and his girlfriend. Because I know, that on some nights while these two are apart, they may wake up alone, missing one another, and they can reflect back on this magical romantic interlude they got to share together before saying goodbye and the memories and joy and bliss will wash away any sadness! They will recall the love and closeness and the happiness and joy of that experience at The W Austin.
August 23, 2013
Rated 5 out of 5 by GelatoQueen Badly needed full night of sleep
after hard week of events ending with The Turtle Restaurant's station in the Italian room of The Texas Wine and Food Foundation Tour de Vin held in the ballroom of the Austin W. This is our third year of participation and I decided, after having stayed at the New Orleans W, that it would be luxurious to stay the night instead of schlepping our stuff home in the middle of the night. We booked a Wonderful room and wonderful it was! I own a restaurant, The Turtle in Brownwood , Texas and I wish I could train my staff to be as consistently cheerfully helpful as the staff at the W. Wish I could take a peek at your training manual.
August 25, 2013
Rated 4 out of 5 by Mchlg2204 W Austin, Texas
The hotel was nice, but less than expected when we arrive. The room decor was not like the pictures online so we looked at several rooms and was about to leave for another hotel. When the service staff convince us to stay. The ambience during the day in the rooms was sort of too 60's/70's style for our taste but the ambience change after dusk. I can understand having Texas's Red in the rooms but some of the pillows could of been more of a modern style..Crush velvet pillows is just out. Really the finally decision that made us stay was the PEOPLE their attitudes and their service and is commendable. The SPA services are excellent as well as the outstanding staff.
July 21, 2012
Rated 4 out of 5 by MaryNell Great Service Poor Amenities
Everyone from the valet to the front desk was extremely welcoming and courteous. Trouble was that for a shower only room, there was no shower cap. I always travel with one just in case, but really, it should be provided for female guests.
June 9, 2014
Rated 4 out of 5 by Mouse2 A great cousins weekend in Austin
Overall I usually do not stay at the W brand, as they seem to be geared more for very young adults, etc, which I am not! Lol However, I really thought this was very good. The room could use some drawers, etc and not just 3 small baskets, though and bed a bit soft, but overall comfy. Also need much better coffee!! . Like an Illy brand that another luxury hotel brews nearby. However, the waiter in their restaurant for breakfast was excellent and went above and beyond, helpful in trying to accomodate my coffee pickiness. His name is Prometheus.. and he was just fabulous! Hats off to him! Check in very, very nice and I believe his name was John.. so sweet and helpful too!
October 13, 2013
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 5 out of 5 by Fryguy An actually GREAT W hotel....
I have been let down so many times staying at W hotels that I always resist the urge to stay at them any more. Rarely do they give me the room I resevered much less an upgrade for my Platinum status!
Had no choice but to stay at the W on a recent trip to Austin and I have to say, this is one of the best hotels I have ever stayed at. Immediately upon arrival they hooked me up with a fabulous corner suite. the staff was great, the room was incredible, and the food at the hotel was awesome. The gym was quite good for a hotel but the pool not quite but I was not there for the pool. I highly recommend this hotel!
March 15, 2012
Rated 4 out of 5 by cathymich Just "OK"
The hotel is in a good location. We enjoyed our stay. The Spa and the gym were fantastic. Had the best massage of my life there. Hotel did not really refer the best of restaurants.
June 4, 2014
Rated 4 out of 5 by JenniferToronto Beautiful hotel, Loved the decorating and esthetic
Room was loud. Not sure where the night club was but it sounded like it was right near my room, pulsating music as I tried to go to sleep.
June 5, 2014
Rated 4 out of 5 by weddingfun13 Wonderful, attentive and responsive staff!
Everyone was engaging and attentive. Everyone! There were many, many employees in sight. All team members were polite, attentive, pleasant, and clearly there to be available to the guests. We had a mechanical problem in the middle of the night that was disruptive. Staff arrived quickly. The next morning the day staff continued to think about the issue and figured out the real issue, there by taking care of it. All the team members knew of our issue and could not have been more attentive to us to see if it was resolved. Good communication amongst staff! The hotel handled it well and we appreciated it.
Everyone, everyone, was pleasant and seemed happy to be of assistance. Thank you.
June 18, 2013
Rated 4 out of 5 by happycamper001 Nice time in Austin
I stayed at the W as part of the Lance Armstrong event @ the convention center. The location was good and your staff extremely helpful. I had requested a King Size bed and much to my chagrine, when I checked into my room I had two full size beds. Being 6'3" makes for a uncomfortable nights sleep; heavenly bed or not. When asked about my stay by your inder, Caleb, he took it upon himself to send me a hospitality gift which was appreciated. He also got me a ride back to the airport upon my departure which was extremely helpful. All in all, the stay was good and like the location. Not crazy about the uber modern motif you've got going on but oh well.
Caleb made up for it and I'm grateful.
October 22, 2012
Rated 5 out of 5 by Judy3305 My Best Experience
We arrived and was greeted by the Welcoming staff. The hotel is very modern,sheik, and upscale.I loved that you had to have the card to get onto the elevators for better security and that you just touched it to the room door as well. With in a few minutes the Amenities that we ordered were delivered. The room was nicely decorated and very clean upon our arrival. The shower was fabulous and very spacious. The amenities that were supplied were a great surprise. I would recommend this hotel to all future visitors to Austin Area and would recommend the Star wood chain in general. Your Talent are topnotch. The trace restaurant was a great experience and wonderful tasting food. The staff was very warm, friendly and attentive.
March 25, 2014
Rated 5 out of 5 by Tallberto One night in Austin
Picked this hotel, since it was located near the Austin Music Hall, where I was attending a concert. Staff at Valet was very helpful with directions, and staff inside hotel were very nice. I had forgotten to bring my phone charger and was surprised to find that they provide chargers bedside for any phone (from Micro USB to iPhone.) Ordered some great room service. Sadly, I only stayed one night and didn't have enough time to completely enjoy the hotel since the extremely comfortable bed held me hostage for what was supposed to be a small nap. I will definitely be staying here again, and again.
November 3, 2012
Rated 5 out of 5 by Bessy 5 days of relaxation and luxury
We spent 5 days at the W Austin and thoroughly enjoyed hanging out at the Wet Pool and the communal areas. When we asked, our requests were responded to very soon. The shopping in the immediate area, as well as the restaurants, were plentiful and within walking distance. We hated to leave!
May 22, 2014
Rated 2 out of 5 by AUStraveler Great hotel, but staff is disinterested
Great location and facility - the room is very comfortable and spacious. I've stayed at this hotel several times for business and always find the staff to be lacking:
- Not acknowledging my Starwood status
- Not acknowledging that I'm a repeat guest
- Not opening the main front door of the hotel when I'm walking in
- Not saying hello or welcome when I get out of my cab upon arrival at the hotel
- Sounding generally bored and disinterested when I call with requests (in room dining, wake-up calls, etc)
I expect better from W.
April 15, 2014
Rated 5 out of 5 by Harry8156 Great Stay
Everything was excellent, EXCEPT the spa. I started with receiving my slippers and robe. I received, what looked like a size 10 slipper for my left foot but the problem was I received a size 6 for the right. I just couldn't see why it wasn't obvious to someone before I received them that they were clearly different sizes. The therapist had to have been new. Very inconsistent pressure and movements. I get massages regularly and this was up there on my worst list. Upon paying I was asked if I wanted to give gratuity.... I told them 20.00 and after reviewing my bill I noticed she added 32.00. I love everything about this hotel and it is my favorite place to stay in Austin. I just won't be visiting the spa next time.
February 10, 2014
Rated 5 out of 5 by Gary53 Almost Perfect
The staff was exceptional, with the assistance provided by the concierge extremely helpful. The location was very good and the general vibe of the hotel was electric. The room was adequate, but that is where there is room for improvement. The most glaring deficiency was the lack of storage. In lieu of dresser drawers, we had three small bins and one area under the safe to put our clothes. Looking at the room configuration map, it appears that our room (720), was smaller than average, and maybe the larger rooms had more storage. The bed was great and the bathroom was very good, with the exception of a lack of adequate counter space. The soundproofing between rooms was very good. All in all, a great experience.
April 1, 2013
Rated 3 out of 5 by radium46 W Hotel
Unfortunately my room had no bath tub and i dislike showers. When I spoke to another member of the group the same response-sorry my room had no tub either. Otherwise rooms totally satisfactory.
Restaurant staff pleasant. Restaurant poorly located as have to go through two lounges to get there from lobby.
May 17, 2014
Rated 4 out of 5 by Aviator1 Who wants to be greeted by a gum chewing tattooed front desk employee
We arrived with great expectation until went to the front desk. Where a young lady did not have the courtesy to remove the gum from her mouth to talk to me checked us in. She also had a prominent tattoo on her right shoulder and arm. I've nothing against tattoos but even convenience stores make their employees cover their tattoos. Or maybe I'm just not hip enough!
May 12, 2014
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
Rated 5 out of 5 by Canadadude First Impressions of W are WOW
My first stay at a W and must say I was impressed. The reception staff were extremely friendly and helpful and acknowledged me each time I left/returned to the hotel. The "living room" concept of the lobby lounge was very interesting and Trace was full of energy the night we attended,
May 16, 2014
Rated 5 out of 5 by marianne237 Great, central Austin location
One of the most modern hotels in the Austin downtown area. Close to lots of great restaurants and easy walking distance to the convention center, while remaining just out of the thick of it, making it easier to get a good night's sleep. The king rooms are very spacious and comfortable, only drawback is no door on the bathroom so you need to be very comfortable if you are sharing with a friend. The facilities at the hotel are great too - the record room bar and the outside patio at the restaurant were both good, if a little more expensive than the typical Austin eatery.
March 14, 2013
Rated 5 out of 5 by ptax13 Business
Hotel rooms were great and the hotel staff could not have been nicer or more accomodating. Excellent job.
May 22, 2014
Rated 5 out of 5 by BigTraveler Perfection
Everything was perfect from the moment I arrived, the valet were very nice and kind, NoE checked me in and was extremely polite and took care of my room arrangements in seconds. The people in the bar and restaurant handled my order quicklie the food was terrific. House keeping kept my room stocked and cleaned 24/7. The spa was amazing- the staff was extremely nice and the pool was great to cool off in, I was able to get a work out in and the gym was suited for every exercises I was doing that day. The location of the hotel was perfect- located. Everything was perfect!
July 2, 2012