Residence Inn Austin-University Area

It was stayable, and Debbie Hill was really nice. I think she was management. But the rooms are dated and only look clean on the surface. The blowdryer, curtains, and coffee maker were gross. Hot water was very limited, and the front desk said to shower at certain times if I wanted warm water. The rest of the staff barely spoke and didn't do the bare minimum. No one told me parking would cost extra or tried to connect my Marriott Bonvoy. Don't expect a very clean room or reliable hot water.

Room 309 felt like a tiny home and had everything I needed: a full kitchen, sofa, workspace, comfortable bed, extra blankets for the cold, and excellent shower pressure. Breakfast was served until 10am. After a long work event, it was lovely to be welcomed with such warm, positive energy. Jeramia and Debbie at the front desk went above and beyond and made me feel cared for. Thanks for a wonderful stay.

The room we were offered as an alternative was damp, so I asked for extra towels to put on the floor and help prevent anyone slipping. Assistant manager Debbie dismissed the request with a “no,” offered no explanation or other solution, and made the snarky comment, “I hope you don’t slip.” Another employee later discreetly brought towels, apparently recognizing the risk. When I later spoke to general manager Mireya, she said she had been in the back and overheard at least part of the exchange, but hadn't intervened. Management's follow-up was dismissive and deflective, minimizing what happened despite multiple witnesses. Being told to “find another hotel” felt like an effort to push us out rather than take responsibility. We had not been told during booking about scheduled carpet cleaning that required us to vacate at 8:30 a.m. At check-in, we were told either to leave the room at that time or let staff enter and clean the carpets while we were inside. We had paid for the room and had a time-sensitive commitment. Having strangers enter an occupied room with our children there was an unacceptable invasion of privacy and personal space. When we raised concerns, the situation escalated instead of being handled professionally. Debbie arrived without introducing herself and immediately took an aggressive, confrontational tone, as if coming in swinging instead of trying to resolve things. This was one of our worst experiences with Marriott, entirely because of how management handled a straightforward issue. Maintenance happens, but guests need to be told in advance, and reasonable privacy and safety requests deserve respectful treatment. After reading other one- to three-star reviews, these service and management problems don't seem isolated. I will gladly submit this to corporate. The company overseeing this location should review any available video footage.

I checked out early. The gym was dirty, missing half its weights, and had no working TV, towels, cups, or clean wipes. All three remotes in our two-bedroom unit with kitchen had dead batteries, and maintenance said someone could come the next day but never showed. The A/C was down in the restaurant and lobby, too. The place is in a sketchy area, and the inside matches the outside. They buzz you in and out like a prison. It's a Marriott property, which really surprised me.