We recently stayed at Baymont Inn Austin North this past Saturday, April 16 and checked out April 17 Sunday morning. We booked two rooms, one for us an another one for friends. Our friends were able to check in for us and get our keys, but were not on the reservation. We are not sure why they were given room keys since they were not under the reservation. It worked out fine, but what if we did not know this person. We travel often and when we check in the front desk always request proper identification, so we are not sure what happened here. Once we got our room key, we checked it out and everything looked good. We went to dinner and when we returned around 9:30pm to our room we heard a crying puppy what seemed to be coming from next door. We tried calling the front desk, but our room phone had severe static and the front desk was not able to hear us. We had to walk to the front desk and the gentleman who was working Saturday night was not helpful and he was rude. We explained the situation with the crying puppy and requested if we could change rooms. He told us they were completely booked and so was every hotel in that area because of a music festival. His comment made us feel we didn’t have any option, but to stay there. He didn’t offer any solution to the problem. We inquired if he could call the room and talk to them about the crying puppy. We told him what room we thought it was and he looked up in the computer and began to call the room. As he was on the phone he realized and told us the guest was hearing impaired and hung up and said there is no way they could get in touch with the individual. Once again he explained there was nothing he could do. At this point we were getting frustrated with the gentlemen because he was not providing good customer service. We asked him how he would get in contact with hearing impaired guests if there was a fire and he had no response. At this point we asked how we could get our refund and he mentioned to contact the manager Monday morning. We left the front desk very frustrated and upset with the service the gentleman provided and still had to come to our room to hear a crying puppy. The night was very irritating hearing the crying puppy. This was our first stay at Baymont Inn and we are very disappointed with the customer service we experienced. We hope this gentlemen will be given some coaching or watch some videos on proper customer service. We sent an email to the customer service at Baymont and the general manger stating the horrible experience and requested a refund. We heard back in a few days from a representative through an email stating that she would have the general manager of the hotel contact us in within a week and apologized for the inconvenience. A week went by and we had not heard from the general manager and emailed the customer service representative, so we sent two follow up emails and did not get a response. We did receive a voicemail from a customer service representative and we returned her call, but never received a return call. Finally about two weeks later the general manager did contact us stating that since we went through a third party to book the room they were unable to give us a refund. He did offer to give us two night voucher at the same hotel and it had to be used within a year. We mentioned to the manager why would we want to stay at the same hotel, we have a horrible experience. He said that’s all he could do. Baymont Inn offers horrible customer service at all levels from hotel clerk, general manager and representatives. Pay a little more and stay at Holiday Inn or somewhere besides this run down hotel.
- Also Known As:
- Baymont Inn Austin North / Austin Highland Mall Hotel
- Baymont Inn Austin North / Austin Highland Mall Hotel Austin
- Baymont Inn Austin
- Austin Baymont Inn
- Official Description (provided by the hotel):
- Motel 6 Austin Midtown is located off I-35 at St Johns Ave within 5 miles of U.T. Austin, LBJ Library, Texas state capitol and governor's mansion. 6th Street Entertainment is only 5.5 miles away. Free Wi-Fi available in all guest rooms. ... more less
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