Courtyard by Marriott Austin Northwest/Lakeline
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Guest reports harassment and bullying by hotel staff during their stay.
Business reply on Google
We’re truly sorry to hear about the distressing experience you described Ginger! Thank you for taking the time to share your feedback. We take concerns about guest treatment very seriously and will ensure this is reviewed with our team. We appreciate your comments and hope to have the opportunity to provide you with a much better experience in the future and welcome you back again.
Front desk clerk was rude and forced the family to leave.
Business reply on Google
We’re truly sorry to hear about the distressing experience you and your family described, Jesse. Being asked to leave during check-in and feeling disrespected is not the level of professionalism or hospitality we expect from our team. Your comments regarding staff conduct and the handling of your request have been taken very seriously and will be escalated for immediate review by management. We also regret the impact this situation had on your family’s stay and understand how stressful this must have been. Thank you for bringing this to our attention.
Staff member threatened to call police and evicted family at night
Business reply on Google
We are truly disappointed to learn about your experience, Linda! Providing respectful and welcoming service to every guest is extremely important to us, and we are sorry to hear that your interaction regarding your room accommodations left you and your family feeling frustrated and humiliated. Your feedback regarding the service you received has been noted and will be reviewed internally, as this is not the experience we want our guests to have. Thank you for bringing these concerns to our attention, and we hope to have the opportunity to welcome you again in the future.
Staff member provided poor customer service during check-in.
Business reply on Google
We appreciate you sharing your feedback, Amanda. We’re sorry to hear that your check-in experience did not feel welcoming and fell short of the service standards we aim to provide. First impressions matter, and we regret that this interaction impacted your stay with your family. Your comments have been shared with our management team for review and follow-up training where needed. We appreciate you bringing this to our attention.
Personal item went missing from hotel room with poor staff response
The hotel charged the customer extra fees after checkout due to errors.
Business reply on Google
Thank you for reaching out, Tara! We understand how unexpected charges can be concerning. In some cases, the initial amount shown at booking may be adjusted after checkout once all stay details and system updates are finalized. Thank you for your understanding.
Inconsistent elite benefits, restrictive amenities, and excessive noise disturbance.
Business reply on Google
Thank you for sharing your experience with us, Yitian! We truly regret that your stay did not meet expectations, especially regarding breakfast benefits, service, and the level of noise you encountered. We understand how important consistency is for our Platinum members, and we apologize for any confusion or disappointment with the policies you experienced during your visit. Your feedback about the bottled water limitation and sound concerns is taken seriously, and we are actively reviewing ways to improve both comfort and communication. It is especially concerning to hear that your rest was disrupted despite your efforts, and we sincerely apologize for that inconvenience. We appreciate you bringing these matters to our attention and hope you will consider giving us another opportunity to provide a more comfortable and seamless stay in the future.
unwelcoming front desk staff and lack of room replenishment services
Business reply on Google
Thank you for sharing this detailed feedback, Marie! We are sorry to hear that your arrival experience did not meet expectations, as a smooth and welcoming check in is something we always aim to provide. Your comments regarding communication and responsiveness have been noted, as we are continuously working to improve consistency across all guest interactions. We are glad to hear that your check out experience left a more positive impression, and we will be sure to recognize the team member you mentioned for her kindness and professionalism. We truly appreciate you bringing this to our attention and hope you will consider giving us another opportunity in the future to provide the experience you were expecting from the start.
Front desk staff was rude and failed to locate existing reservation.
Business reply on Google
Thank you, Olesya, for bringing this to our attention and for taking the time to share such detailed feedback! We sincerely apologize for the frustrating experience you encountered during check in. This is certainly not the level of service we aim to provide, especially for guests who arrive with a confirmed reservation and expect a smooth and welcoming start to their stay. The situation you described regarding difficulty locating the reservation, the request for additional payment, and the lack of a clear and courteous explanation is very concerning and not reflective of the professionalism we expect from our team. Your comments about the interaction at the front desk, the delay in confirming the reservation, and the uncertainty about the room readiness have been taken seriously and will be reviewed internally so we can address this properly with our staff. Every guest deserves attentive, respectful service and we regret that your arrival experience caused unnecessary stress. We truly appreciate your long history of staying with Marriott properties and hope you will consider giving us another opportunity to provide the smooth and welcoming stay you expect and deserve. We would be
Front desk staff provided poor and dismissive customer service.
Business reply on Google
Thank you for your feedback, Abigail! We’re sorry to hear that the explanation of the guest perks at check-in felt rushed during your arrival. Our team always aims to clearly communicate important information so guests can fully enjoy everything included with their stay. If anything is ever unclear or too quick, we are always happy to repeat or go over the details again. We appreciate you staying with us for two nights and sharing your experience. Guest feedback helps us improve our service, and we will remind our front desk team to ensure information is delivered at a comfortable pace. We hope to have the opportunity to welcome you again and provide an even better experience next time.
unreliable internet access and poor room maintenance
Business reply on Google
Thanks for choosing to stay with us, Tim! I am sorry to see you were no impressed with your stay. We appreciate you taking the time to share your feedback, most especially the comments you made about the room and free Wi-Fi. It is our goal to provide the best lodging experience to our valued guests and your comments are enlightening and revealing. Thank you for taking the time to share your experience and to bring these matters to our attention.
Hotel failed to provide promised room and refused refund request
Business reply on Google
I am sorry to hear that you received poor service from our staff. This is something we will look into. I will share this feedback with our team members and leadership and use it as a training opportunity to prevent issues like this in the future. Thanks for taking the time to share your experience and leaving us invaluable feedback.
Event space unprepared, rooms infested with bugs, and insufficient catering provided.
Business reply on Google
I am sorry to hear that you received poor service from our staff. This is something we will look into. I will share this feedback with our team members and leadership and use it as a training opportunity to prevent issues like this in the future. Thanks for taking the time to share your experience and leaving us invaluable feedback.
The hotel room was infested with multiple cockroaches.
Lack of room amenities and delayed check-in service.
Room amenities were broken and staff were unprofessional and confrontational.
Hotel amenities were unavailable and room maintenance issues disrupted sleep.
Poor room cleanliness, faulty plumbing, and unhelpful staff service.
Poor maintenance, lack of housekeeping, and inadequate parking availability.
Unclean room, rude staff, and frequent service and utility outages.