Aloft by Marriott Austin Airport

The front desk gentleman helped me find an airport shuttle at short notice, and the housekeepers were really nice. Everyone was friendly and helpful, and I felt welcome during my two-night stay. My room was spacious and very clean, with hot water, hot and cold air, and a very comfy bed. Great location and staff.

Update: At first I thought maybe Gabby was having a bad morning, but it's 3 o'clock in the afternoon now and her poor attitude has lasted all day. I changed my three stars to one. This is insane. Gabby at the front desk was rude. This is my second stay here this month. The first was absolutely amazing, and this one had been going great until this morning. Around 9am I went down for the “free breakfast,” which is just premade breakfast tacos. That's fine on its own. I took three because there wasn't a sign saying there was a limit. The breakfast card said complimentary juice was included, but I couldn't find any, so I asked the front desk. They sent me to the window, and the window sent me back to the desk. Gabby came out from behind it and, without eye contact, said they were out of orange juice but I could have coffee. I said okay, grabbed a Gatorade and water instead, and asked her to charge them to my room. She agreed without looking at me, then noticed the tacos and said I could only take two, not three. I said that was fine and offered to return one, which she took. Then she said, “oh I need the voucher too”. The whole exchange was unnecessary and embarrassing. There was no posted limit, and since the advertised breakfast drinks weren't available, she could've handled it with more flexibility and courtesy. Every other staff member I've met has been absolutely amazing. I've recommended this hotel to several coworkers who are staying here now, four of them on my recommendation. I planned to keep staying here regularly for work over the next couple of months, too. This interaction left a bad impression and didn't match the high hospitality standard I've had here otherwise. Morning staff, especially Gabby, need more customer service training. Gabby should work in the back until her attitude warms up in the morning.

Meh. The place isn't new, and there are strong deodorizer smells. Walls, furniture, and hallways have lots of chips and dings. The surprise was $30 for self-parking in an ungated lot for two nights. Maybe I should've known, but it feels like a money grab in this out-of-the-way spot that's surrounded by parking lots. I've stayed at other properties in the area and other Alofts in Austin without having to pay to park.

I had an early flight and got to the lobby about eight minutes before the shuttle was meant to pick me up, but it had already left, much earlier than scheduled, without checking that everyone who was supposed to be there had arrived. Since I need to get to the airport for work, this was ridiculous. They offered nothing for the inconvenience. I waited for the next shuttle, which was late. The front desk woman wasn't helpful, and by the time the shuttle finally arrived, I was waiting on a Lyft. What a horrible start to the day. The beds slide around, and the internet TV didn't work. The front desk wouldn't offer me a way to troubleshoot it and said maintenance had to handle it, but they weren't working that late. There's only a steamer, no ironing board. The staff were incompetent and didn't know how to do their jobs properly. It was a very unpleasant stay, and I won't return. I'm just grateful I used points.