Crystal, Cole, Jorge, Nick, Aubrey from valet were amazing immediately since we arrived. We didn’t even drive and they treated us like royalty. It was what we expected but they went above and beyond with the white glove service. Absolutely amazing. John at front desk was also amazing! Will stay here again based on the hospitality alone.
We arrived after driving from Dallas and were checked in by Ranee. What a delight, this is how you do hospitality and welcome guests. We instantly relaxed. Great room and facilities, the lobby bar team are experienced and friendly without obviously tip shopping. We have enjoyed our first Westin and it won't be the last
Important attention to detail is always kept at the Westin. The reception is very welcoming and eager to recommend and satisfy! I recommend anything about this Hotel very enjoyable pool, gym, bar, and guest services. Their rates are truly favoring the hotel guests for what you get!
We arrived late, around 8:45pm and the rooms were not ready with the roller beds. After calling several times, they brought them, let them vertically, and gave us the sheets to install and make the beds ourselves. There was a homeless in the restroom located at he lobby, my kids were shocked. The staff not very friendly, I would not recommend this hotel.
Very clean, modern rooms. The restaurant on site (Stella San Jac) was excellent for dinner and breakfast. The location was okay, but there was a shooting around the corner the night we arrived so the city needs to work on this. Free coffee would be a nice addition. Staff very friendly
Absolutely wonderful experience at the tail end of SXSW. Wonderful welcome experience and clean, nicely appointed rooms. Special shout out to Beatriz and the rest of the team from Valet. The street was blocked with various SXSW trailers, EMS, etc. which limited pull up space to the hotel. However, this team hustled and got cars in and out with amazing precision. So many cats and this team stayed on point. They were friendly and warm and inviting. Great experience all around!
I stayed at the Westin in Austin for the first time for this year's SXSW. I was there for 5 nights but what a disappointment! To be fair, let's start with the good points. It's the perfect location for SXSW participants as it's central enough to all the other hotels and a block away from the Austin Conference center and close to all the bars and good restaurants downtown. The room is large and although a bit dated, it's ok. The beds and sheets are traditional Westin style, so all good. The bathroom is also large but the sink and counter space are so small. The lobby area was large and comfortable enough for a quick meeting or chat with someone. Now let's switch to what needs improvement. First of all, they need to significantly improve their service and how they treat their guests. I understand they were booked with SXSW goers, but they were just bad! My problems started during check-in on a Friday afternoon when I found out laundry service was only available during the week so I had to wait until Monday to send my clothes in. Having come from another long trip straight to Austin, I expected I would get my clothes washed right away. The girl at the check-in counter told me to take my laundry to the laundromat downtown. Really? I called asking to have some boxes delivered and the answer was "no, we don't have anyone available to take them to you". When my laundry was finally delivered, I had to follow-up and ask them to deliver it to my room and the answer was also no. After arguing with them, they finally sent the laundry and boxes up. I also called asking to have the room properly cleaned as after 3 nights, the room was never really cleaned! Instead of doing a proper cleaning that day, they didn't even clean at all. I showed up at 6pm and my room was still messy and dirty. I also called a few times about the air conditioner that was making a rattling noise and they never fixed it until again, I got mad at the front desk and they finally sent someone up on my last day at the hotel. The shower gel container fell from the wall on day 2 and nobody fixed it! It was just sitting on the shower floor for days... In terms of structure, the shower needs improvement as the water pressure is so low. It takes forever to take a shower as hardly any water comes out. Additionally, the towels were so small they looked like hand towels! Now, let's talk about food. The hotel restaurant wasn't good at all. I tried having lunch once and ordered a salad. It was nothing to write home about. Breakfast was not good. They didn't really have a breakfast menu. It was called brunch but there wasn't anything great there. Service was iffy as well so I ended up having most of my breakfasts at other places around the hotel. After bringing up these issues to someone at the reception desk during my last day, they apologized and sent someone to clean the room and fix the air conditioner. They also offered to give me 100,000 Bonvoy points which was a nice gesture but those points still haven't shown up in my account :(. So all in all, I wouldn't stay there again.…
My best friend and I booked a room from Wednesday-Sunday. After working on the frontlines in healthcare over the past 2+ years, we were excited to finally get away. Believe me, I know burnout is real right now and I try to give grace as much as I can to others, especially during these times. We had high hopes after hearing about how great this location was. Stella San Jac was amazing and the staff at the restaurant were great. Valet was sub-par. For paying $50+ per night (4 nights for us), we expected at least some effort. I've never had a bad experience with valet services anywhere in my life, until we stayed at The Westin Austin. Again, because we knew workers were probably burned out, we let the first few days of attendants just standing on the wall or not coming out of the booth to greet us and/or open doors go. Our first night, Nikola, an attendant, took his time coming out to assist us (we sat in the car for about 4 minutes), he didn't help us with our bags and stood back as we struggled to get our bags out and on the sidewalk, and he also told the other attendant (Marquis) we said we didn't need help. Marquis later explained what he was told by Nikola, apologized, and was a great help. The days that followed were no better. There were different attendants, but the same culture of not assisting or opening doors and standing on the wall while cars pulled up. Most gave the perception that they didn't want to be there or do more than the minimum. I later came to find out that the Manager, B, was one of the workers we noted standing around. Obviously the attendants were comfortable enough with what they were doing (or not doing), since they never changed their behavior with their Manager around. Friday night I was over it and spoke with the only attendant (Jorge) who came to open the door when we arrived and seemed to actually want to serve guests while others stood around. Jorge was great and explained that their standard is to go above and beyond in serving guests. We didn't get that treatment. I know weekends are super busy for them and we honestly did not have high expectations for Friday and Saturday, but Jorge did great even in the midst of the busyness. I saw him again as he ran to help other guests with their cars. When we left Sunday AM, I asked for the Manager's info, not knowing it was "B," who I'd mentioned prior. She went on about wanting to talk further about my concerns and she was apart of the concern. Apart from valet, we did have to stop housekeeping in the hall for new towels when we got back early evening, since they did not clean our room when we were out for some reason. The bartenders in the rooftop bar Wednesday evening were so kind. It is hard for me to see The Westin Austin as anything over a 3-star hotel at this point. I know Marriott has better service to offer than what we received. Disappointing that we did not get what we paid for.…
Spent one night. Upgraded to a nice corner room which struggled to stay warm on a very cold night. Check in was quick and efficient and everything worked fine in the room. Bed was great as typical for Westin, water pressure in shower was strong, but much of the ceilling paint in the shower was cracked and peeling. Breakfast in the hotel restaurant was an exercise in patience. Two parties waited at leaast 7 minutes, watching people move about, even coming within a table of us at teh entry stand, but never making eye contact or acknowledging our presence. I eventually walked over to someone and asked what it takes to get seated; said he'd be with us in a minute. Unfortunately this was something I experienced in several places in Austin where I guess the youth servers don't realize what it takes "to serve" in hospitality. Food was prepared as requested, and once seated my server regularly refilled water and coffee without prompting.…
Derek is the best valet ever! He helped me and my husband with our bags, which were so huge and heavy! He even knew the origin of my last name and was so fun and interesting to talk to. Always cheerful, happy to help, and did his work quickly. If you come to visit The Westin, I can only hope that you meet him. So many thanks for a good experience and the best valet service I could have asked for.