This was probably my 4th or 5th stay at this location over a few years, I am a Hilton Diamond member and checked in on-line which allows me to select my room. Upon check in I was given my room key. The front desk staff did not acknowledge my diamond amenities but I figured they would be available in the room. Upon getting to my room and opening the door, the lights are on and there is open luggage in the room. Fortuately I did not encounter the folks who were using that room. I had to go back to the front desk and inform them that they have checked 2 people into the same room. No apology or concern was noted, just a shrug and handed over a new key.
I had an early flight so I could not have used the complimentary breakfast offered to Diamond members but would have appreciated the offer and other amenities that are typically offered. I also did not have a bill in my room so I'm guessing it was delivered to the other room? I got a copy of my bill off the internet to see that I was charged for valet parking which I didn't use. As the front desk girls never said more than 2 words to me in 2 trips to the desk I can only guess that I was charged for the parking for the people they checked into my original room. I have called the hotel twice to clear up and end up on hold or transferred to someone offsite who then tells me I have to call the hotel. Just a bit frustrating.
I believe this stay to be an anomoly but think they need to work with their front desk staff a bit on how to handle these types of situations. It's upsetting to walk into someone elses room, thankfully I didn't encounter the guests and I didn't make a big fuss at the desk but some type of concern or apology would have been appreciated.
Otherwise the location, rooms & cleanliness is always very good.
- Official Description (provided by the hotel):
- Enjoy the convenient location two minutes from the terminal at the Hilton Austin Airport hotel, the only hotel on Austin Bergstrom International Airport grounds. Take the complimentary 24-hour shuttle to the airport and enjoy easy access to downtown Austin with the $1 Airport Flyer service. Settle in a spacious hotel room with modern amenities and complimentary wireless and wired high-speed internet access, or choose a suite with an additional boardroom, fitness room or living room. ... more less
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- Also Known As:
- Hilton Austin Airport Hotel Austin
- Austin Hilton