Comfort Suites Austin NW Lakeline

My husband and I stayed here last week. He has used this place for work many times without an issue, and I thought it was decent too. The man at the desk was very nice during our stay and let me in about 10 minutes before check-in since my husband was already working. Then, after checkout, they charged us $50 for supposedly missing towels. I was the one who checked us out because my husband had left for work. The woman at the desk said the housekeeper reported there were "no towels" in the room and that another woman had verified it. So were towels missing, or were there none at all? I handed our room cards to the housekeeper in the hall as I left. She was very nice and never asked me about towels or mentioned a problem. I loaded the truck, went back in for lemon water, and said goodbye to her a few minutes later when she was near the water. Maybe they mixed up the rooms, or maybe they're lying. I have no video, so who knows. I don't think they contacted us first; they just charged our card. We brought our own towels: we used two hand towels for the sink and one large one on the floor, then left all three on the floor. The unused towels were stacked neatly under the sink. I never use hotel towels because I bring my own, and I wouldn't take them. They're used by everyone, and I don't want them. I left the room very clean and took out the trash, so being charged for towels we didn't take is ridiculous. I wish I'd recorded the room before leaving. We won't stay here again or spend money at a place that makes accusations to charge our card. In all these years, the only time any hotel has charged us was for the room itself.

Don't stay here. I booked based on the amenities and couldn't use any of them: both ice machines were broken, the gym was out of order, the elevator broke while I was there, and the business center wasn't accessible because it had mattresses in it. I'm pretty sure the people running the place live here. My room looked like it hadn't been cleaned. Used hospital socks and open sauce packets were on the floor, and someone had put toothpaste and trash on the smoke detector. The toilet broke with every flush and kept running. They'd also lost the reservation I'd made months earlier, so they had to make a new one. Conveniently, the replacement booking had a no-refund policy, so I contacted my bank to dispute the transaction. This is fraud. The staff were all rude and unhelpful. The thermostat barely got below 80 even set to cool, and the hairdryer fell out of the wall every day. The area felt unsafe too. My daughter came to meet me and didn't feel safe leaving her car in the lot.

We had trouble with the room key when we arrived late, but didn't think much of it at first. The next morning we saw the room properly: roaches everywhere, especially in the bathroom, a nasty smell, chipped paint, and marks on the walls. It was very disturbing. We've stayed at many Comforts and never had an experience like this. The front desk staff were very respectful, which was the one thing that made the single night bearable. We checked out and went to another hotel.

My boss booked a room for my husband and me. After staying there Friday night, I found bed bug bite marks on my arms, stomach, and feet about 48 hours later. I'm devastated. I've never experienced this before, and now I have to live with it for 2-3 weeks. The staff are nice, but seriously, bed bugs? Check your sheets carefully.