As a Choice Privelage member I PRE-PAID for a discounted room 10 days before my check in date. I was traveling here with my husband and 4 month old child. As we checked in, the front desk clerk clairified that my room was pre-paid. An hour later I noticed my account had $160.00 pending in it. This was a terrible start to my mini vacation. We had budgeted a certain amount of money on a pre-paid credit card so we wouldn't overspend and this error put us in a HUGE predicament. The guy, Sean, at the front desk assured us it would be fixed in the morning. I went to the front desk at 7 am, where another young girl was working. She had no idea what I was talking about because Sean didn't bother letting her know his grave mistake. At 8 am I went back down to the front desk, where yet again, another young girl, Amri, was working. She was very kind, but also very new. We called our bank and told them of the error. The bank gave us a list of instructions the hotel needed to follow to reverse the charges and told us it would be 2-3 business days after the faxed letter the hotel would send. Amri assured us she would write the letter and fax it over. We requested a copy of the letter and the faxed confirmation sheet for our records. At the end of the day we went back to the front. The girl at the front desk had to call Amri on her phone and ask where the letter was. I never received my fax confirmation sheet as asked. This trip was spent with worry and anger. We had quite a few things planned that had to be canceled since the hotel was responsible for this money mis-hap. I have every intention of emailing, calling and faxing a letter over to the GM today. This was ridiculous. I have worked in the hotel business and never treated my guests this way. I will never stay here again.

Nice, clean, comfortable room. Good hot, free buffet breakfast. Free parking. Wireless internet could have been faster. Close to the airport. Attentive staff. Would definitely stay here again. No complaints at all.

I spent 2 nights here because not only did I get a very reasonable rate, it met all my requirements: there was free internet, free parking, a very nice free breakfast and an airport shuttle that runs every half hour. Our room was clean, with a standard size bathroom and very adequate air conditioning. This was very much appreciated since temperature was hitting triple digits at the time. The staff was very accommodating and friendly, agreed to a late check out since they were not too busy. There is highway construction on Hwy 71, but we were able to avoid most of the delays by exiting the premise via the back and looping on to Riverside. I have no hesitation in returning for another stay when I come back to Austin.

My husband and I spent the night before an early morning flight. Checked in at 11pm, left at 5:30am. The stay was acceptable, lobby was clean. Room was a good size and bed was comfortable. That is where the positivity will end. In my previous review (which, conveniently, is missing from Hotwire) I mentioned that the while I appreciated the hotel going smoke-free, the fourth floor reeked of smoke the moment we stepped off the elevator. I also mentioned that I appreciated the in-room HEPA filter because of the smoke smell. I wrote this review the day after my stay and posted it. Two days later, a charge in the amount of $172.50 was charged to my bank account. Upon calling the hotel, I was informed (by a very nice young man) that WE had been charged a smoking fee! I explained the situation, mentioned my Hotwire review and was told that he would speak to the GM and have someone return my call. The next day, after not hearing back from the hotel, I called again, spoke to a different (but still very kind) young woman. Told the whole story again and was told that either she or the GM would call me back. Two days later, with still not a single returned call, I called again and asked to speak directly to the GM. He/she was unavailable, left my name and number. As of today, FIVE days after my original phone call, I have still not received so much as a single returned call.

I acknowledge that my issue with this hotel is unusual and not the average complaint. I have contacted corporate guest relations for a resolution. Beware, however, as this type of response to an issue is usually indicative of bigger issues. I would like to reassure future guests-- the room, our stay and the hotel itself was a good value. Close to the airport, comfortable room, even a little breakfast bag available at the desk for those of us with departures in the wee-hours. The fourth floor smells of smoke as does room right next to the elevator. If you get assigned to it, ask for a different room and avoid the hassle.