LivAway Suites Austin San Marcos

My room was still being cleaned when I arrived at 3:00 PM, so I waited in the lobby until almost 4:00 PM. Check-in took longer than expected too. Once I reached my first-floor room, it was so warm that it never cooled down, even by 6:00 PM. The laundry room was cooler. I went to the desk, and the staff tried to reach an A/C repair technician, but couldn't get service over the weekend. After hotel personnel called the manager, they moved me. I had booked two queen beds, but with no other options, they gave me two rooms with one king bed each. Those rooms were on the fourth floor. The elevator worked going up but not down, so I had to take the stairs to the third floor and use the elevator there. Managing luggage and checking out took much longer and was harder because of that. I appreciate that staff tried to sort things out, but the stay was inconvenient and below expectations. I was there for two nights and wanted to share what happened so others know what to expect.

The room was comfortable, though the shower water pressure could be better, and several TV channels kept buffering or losing their connection. At check-in, the kiosk wasn't available and the line grew as the afternoon went on. I was told the wait would be 10 min., and the front desk employee was very kind. I didn't mind waiting since I went out for an early dinner. When I came back, the employee remembered my name and checked me in right away. I had a positive stay, though they may need more employees to make check-in more efficient.

We arrived at LivAway Suites expecting an easy check-in, but found out our reservation had been canceled without any notice. There'd been no call, text, or email, so my wife and I were caught off guard and frustrated. I also saw several other guests in the lobby dealing with canceled reservations and no communication, which made the situation chaotic and stressful. The manager wasn't helpful or accommodating. While people were asking for help, the manager left the front desk instead of addressing their concerns. That lack of accountability and professionalism made an already bad situation worse. It was a very disappointing, stressful experience. LivAway Suites fell short on basic customer service and communication, and I hope the management team improves those processes so this doesn't happen to others.

The property is new and clean, but the way management handled checkout overshadowed that. We'd been quiet, respectful guests for multiple nights and were trying to extend our stay. On checkout morning, we woke 26 minutes after the 11:00 a.m. deadline and called right away to ask about booking another night. Assistant Manager Rudy gave us 10 minutes to leave and threatened to call the police instead of letting us complete payment. I understand policies, but the lack of discretion and quick escalation were concerning. Basic courtesy and professionalism could have handled this differently.