megan venno

Review of W Austin Hotel

Horrible customer service. Booked this hotel speci...

Horrible customer service. Booked this hotel specifically for a short staycation mainly to use the pool. While the entire Bonvoy website advertises restrictions due to Covid, when we showed up here, the pool only allows *TWELVE* people in the pool at any given time. There was no monitoring of how many people entered the pool area and no method to who was in the pool and for how long. An extremely rude security guard continually came around and screamed at everyone that he would shut down the pool if more than 12 people were in the water. It was a very poorly managed process and made a miserable experience. I attempted to speak to someone in management about the situation and he was equally rude and unhelpful, stating that the website does say there are restrictions due to Covid. I told him we were checking out (a few hours after checking in) and would never stay again and would never recommend anyone else stay at this property (I am a titanium elite Bonvoy member and stay almost exclusively at Marriott properties and have never encountered such poor customer service). He did nothing to attempt to rectify the situation or take any feedback into account. We recently did a staycation at the nearby Fairmont and had a wonderful experience, even with Covid restrictions. Recommend booking there instead.