The Westin Austin Downtown

Diana Parks _{on Google}

Mar 29th, 2023

Security Issue - I'm a solo female traveler and had a double booking for the same room. At check in the front desk told me to come back on Saturday to reactivate my room key between bookings. While the staff meant well, they left a new key for me outside my room in the middle of Friday night. I found they key on the floor Saturday morning in the hallway. It appeared that someone took the key out of the envelop (see photo). The do not disturb was under my door. It falls off if you turn the handle. Thankfully I used the dead bolt and latch. Its evident that someone tried to use the key while I was sleeping. Im grateful no one took the key and returned to my room while I was gone the next day. Ive felt very uneasy about the situation since. My safety was put at risk without my knowledge which is really scary, especially as a solo female : (

Sharonna H _{on Google}

Mar 21st, 2023

The room was great & can't say enough about the friendliness of the staff. The valet service was great - very friendly & very efficient & took great care handling the vehicle! Rooms : 5/5 | Service : 5/5 | Location : 4/5 More

Raza Siddiqui _{on Google}

Mar 21st, 2023

I booked a room for one night through the website which ended up being for the downtown location. After 1 hour I realized the mistake and called to switch my reservation to the Domain location which is where my entire family and wedding party are booked at. I was told that there is a cancellation fee which amounted to more than the cost of my stay for the night and they refused to work with me or attempt to switch my reservation to the domain location due to a 24 hour cancellation policy, however, there was no notification about this applying to same-day reservations, despite the reservation being made an hour or so prior. I was very surprised to see how an entity that is in the hospitality business were so unaccommodating to correct a simple mistake and insist that there is nothing they can do to simply have me transfer my reservation to the domain location. I will actively avoid this hotel in the future due to these policies that they insist apply to even a situation as this, as well as share my experiences with everyone that I know who frequently travels. Ive had limited experience with a hotel prioritizing a cancellation fee over hospitality, rapport, and accommodating a paying customer even when that customer has made it clear that they are not wanting to just CANCEL the reservation altogether but simply transfer the reservation/book a room for the Westin at the correct location. So, I hope the fee from the cancellation goes a long way because Im too put off by this experience to consider ever booking here in the future.
I made it clear that the location selected was a mistake, yet there was nothing they were willing to do accommodate. A paying customer who just needs to have the reservation for a different more convenient location and rooms available at both locations was told that nothing can be done. So yes, 1 star but I would give 0 if I could.