Aloft by Marriott Austin Downtown

We were at Element for an EMS conference, and everything was excellent. The location was great, and the rooms were very clean and high end. The included breakfast was the best I've ever had at a hotel. The Caroline restaurant at the hotel served great food at reasonable prices, and customer service was great. The woman at the front desk was kind and personable. Conrad, one of the valets, gave us great suggestions for things to do and places to eat. Conrad is the man!!!

The area worked out perfectly, with lots to walk to, some cool bars nearby, and a 7/11 just a minute away. Maria at the front desk was especially kind, upbeat, and accommodating. Everything else was great, and I’ll definitely come back. The one hassle was calling customer service: I kept getting put on hold, then transferred to a completely different department after waiting so long.

We liked our stay enough to add another night. Austin has plenty to do, and the Aloft’s location and service made it even better. Room 2905 was a real highlight, a spacious corner room with a great view and a comfortable feel. We also had meals and drinks at Corrine’s Restaurant upstairs and downstairs, and enjoyed the food, staff, and service throughout. Thanks especially to Maria at the front desk, who was friendly at check-in and made sure we had what we needed.

The room and location at the Aloft Austin downtown were great, but I’m frustrated by the customer service, especially as a loyal brand member. I’ve been trying to reach someone about an overcharge and have been hung up on twice. Both times, someone answered and I heard the line crackle as they disconnected without saying a word. They managed to slide a letter under my door at 5 am asking for money, but I can’t get anyone on the phone. I hope this review gets a response.