Austin Southpark Hotel

Disappointing Experience with Poor Customer Service I arrived at this hotel on 3/12/25 around 5:00 PM to check in, only to be told by the desk agent that there was no gas service, meaning no hot water or food service for the next two days. She inquired if I still wanted to check in or cancel. I asked if this information was posted on their website, she replied yes; however, I checked and that was not the case. After checking surrounding Marriott hotels, all were charging at least $60 more per night. I inquired about compensation for this inconvenience, and the desk agent said since it was an ongoing problem, and they had emailed all reservations at 7:30 AM, the hotel had no further responsibilities. I requested to speak to a manager and was introduced to Marisa Stewart, who identified herself as the manager. She repeated the same line about the email and claimed that the hotel had no further obligations to their guests. I tried to record the conversation for clarity, but Ms. Stewart became upset and demanded I delete the video. I told the desk agent to cancel my reservation and went to the lobby to find alternative accommodation. After a few minutes, Ms. Stewart approached me and insisted that I leave immediately, even though I was still trying to make new lodging arrangements. I told her I would leave after finalizing my plans. I even offered to call the Austin Police Department to have her formally trespass me if needed. I made it clear there should be no further discussion between us. In my years of traveling, this level of professionalism was a first. This response would seem more appropriate of a roadside motel, not a hotel chain of this caliber. I was not expecting such poor customer service and unhelpful attitudes in a situation where I was clearly trying to find a reasonable resolution.

A s a lifetime loyalty member, I often choose Marriott for the consistency. While this location has a nice entry & lobby, that’s where the constancy ended. For what appears to mimic a full Marriott, they have no lounge or loyalty perks, minimal food servuunless you want a full meal, torn carpet in the room, and finally a broken shower. Their response was we have a renovation pending. Clearly not up to typical Marriott standards.

I can't say anything about the hotel it's self because I live in Austin and drove in for a work event. What I caaaaaaaan say is, their restaurant is really quite delicious and our server/comedian was FRANCISCO and he MADE my experience. Timely, helpful and witty he got us fed while having a laughing good time. We were back to the meeting right on time with smiles on our faces. It's really these small interactions that can elevate an experience and leave you with good memories. I would recommend this spot for work meetings and events, simply based on my personal interactions with the folks who work there. They really are the soul of a place.

The hotel is in good condition and the rooms are acceptable. The best asset of the hotel is the service. Excellent service all around, but Francisco in the restaurant was great!!! Always looking to make us feel confortable and went Beyoncé the expectativas de raíces for us. The food was great.

This hotel is fine. The rooms are fine. The pool is fine. The location is fine. It's a perfect 3, truly. However- let me warn others before they make the same mistake I did. Do NOT use a third party booking agency for this hotel. They simply do not know how to handle it. I stayed here in October 2024. Was scolded at the desk for using a third party booking service, was told it was "a good thing we have a room for you", and had to prove I had already paid the fees. All of which I did. Cut to a month later and I am charged AGAIN. Another 700.00 which, I had already paid. It took another month and a half, multiple phone calls where I had to argue my case and send multiple emails proving that this money was already paid. After having to state my case multiple times and being asked by a manager "who told you you were getting a refund" I was refunded. It is now January 2025. I am A THOUSAND miles away from Austin, TX and I have JUST been charged 600.00 dollars. When I called to inquire, the staff knew nothing about it or why it happened. I now have to argue my case for a third time, 3 months after my stay. I have essentially paid this hotel over 2,000.00 for what is a tarted up motel 6. Just be wary if booking through any other 3rd party site and at least be ready to be charged willy nilly for no apparent reason.