In reference to Marriot Austin on Mopac, this story is much longer and detailed but to sum it up, here it is. Fyi-Marriot Austin is rude. We checked in tonight after reserving a room using our military discount. Our front desk clerk, Dianna, informed my 13 yr old daughter and I we couldn't use our military discount, even with our active duty ID. I quote "your husband works for the government, not you. You arent entitled to his perks". I explained he would be here tomorrow, she wouldnt budge, even with my daughter crying at the counter. Then she turns to the other employee next to her and starts speaking spanish and laughing. I insisted she call her manager, which she did, and the manager allowed our discount. My daughter was crying by this time even more and because all the hotels in the area are full, we had to stay. I always stay in Marriot but will not again and will continue to spread my story. This is a beautiful hotel but after being treated like dirt by this woman, its the ugliest place I've ever been!!
I just familiarized myself with Marriots military policy and the discount is not available to dependents. Regardless, the woman was completely rude to my child and I and my husband reserved the room and due to obligations was unable to arrive until the next day. I do understand policy and if it had been presented in a reasonable fashion, I would have been fine with paying the extra this one night until my husband came with his ID the following night.
It should also be noted that it is past midnight and I'm in my room writing this, unable to sleep. The front desk upset me so much, I've now wasted money on a room to lay awake
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 4, 2013
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Thank you for staying with us at the Fairfield Inn and Suites in Northwest Austin. I was very disappointed to read your review.
I am the new general manager and one of the most important tasks that I will have is to assess our service levels and make any necessary improvements. I can promise you that we will have only the very friendliest and helpful team members at this hotel moving forward.
I appreciate that you felt our hotel was beautiful from a physical standpoint and we will ensure that it is that way from the inside out.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.