We booked online and arrived to the hotel on a Saturday night to a see a couple checking out because their room was not cleaned properly, hair etc in bathroom, fresh wine or blood stain on carpet and dirty sheets. They couldn't get a refund but left anyway. So we were shown to our jacuzzi room only to find it was still dirty from the previous nights party. The receptionist said they didn't have any other rooms but if we would like to wait a couple hours, they may be able to clean it. This was at 10:00pm. We left to visit the city and came back and it still wasn't cleaned, she hadn't been able to get a cleaner and offered to clean it herself. In the end, we stayed in the room vacated by the unhappy couple. It was too late to go to another hotel. The next morning, my partner went down to the lobby to check for breakfast. She couldn't remember which room was ours and asked the receptionist. The receptionist refused to give her our room number because the room wasn't booked in her name, it was in my name. She also refused to call the room, I am not sure why. The receptionist wouldn't let my partner eat breakfast or go upstairs so she had to wait in the lobby. A half hour later, I woke to a call from someone else's phone and...We booked online and arrived to the hotel on a Saturday night to a see a couple checking out because their room was not cleaned properly, hair etc in bathroom, fresh wine or blood stain on carpet and dirty sheets. They couldn't get a refund but left anyway. So we were shown to our jacuzzi room only to find it was still dirty from the previous nights party. The receptionist said they didn't have any other rooms but if we would like to wait a couple hours, they may be able to clean it. This was at 10:00pm. We left to visit the city and came back and it still wasn't cleaned, she hadn't been able to get a cleaner and offered to clean it herself. In the end, we stayed in the room vacated by the unhappy couple. It was too late to go to another hotel. The next morning, my partner went down to the lobby to check for breakfast. She couldn't remember which room was ours and asked the receptionist. The receptionist refused to give her our room number because the room wasn't booked in her name, it was in my name. She also refused to call the room, I am not sure why. The receptionist wouldn't let my partner eat breakfast or go upstairs so she had to wait in the lobby. A half hour later, I woke to a call from someone else's phone and it was my partner in tears asking me to please come down and get her. She had been in the lobby with no phone, money, proper clothes or way to get hold of me. Unbelievable! It ruined our stay in Austin.
I told the receptionist the treatment was not only rude and unnecessary but I was considering calling the police. Totally uncalled for. We were offered to have our stay refunded because our original room wasn't ready and we had to stay in a dirty room. I accepted. They still charged my credit card anyway....More