Atwell Suites Austin Airport

First time I have stayed at an Atwell Hotel. Clean, modern, and most of all the magnificent staff. Terri, the manager always was friendly and helpful. The front desk people were all super. Zoey and Ivan provided excellent service and always provided a daily experience that could not have been better!! Truly enjoyed my 2 week stay.

First time stay, highly impressed. Room was spacious and clean. Nice size TV with numerous channels. Spacious bathroom and access to the closet from the bathroom a bonus. Floors not carpet was good to have and clean. Nice to have a wet and with microwave and refrigerator. Had the tacos at the Bistro and it was good. Small breakfast option with eggs, sausage and oatmeal as hot options. The Common area on the 2nd floor was nice and work stations for those that may want a change of environment. Highly recommend for those with kids that need space.

Just stayed at this hotel over the Past 2 days, due to Hurricane Beryl hitting us badly with a major power outage in Houston. We could not get a room in Houston so we made it to Austin. This hotel actually did not have their phones because‘Spectrum’ was down statewide. I sent an email to the general manager and she called me back immediately. I explained our situation to her and said I booked a room but was unsure due to the internet outage and she was EXCEPTIONALLY GRACIOUS. She is extremely professional, compassionate and well experienced. The hotel is new, very modern, extremely clean and the amenities are good. We were acknowledged as diamond members and when we were unsure about extending, once again the general manager was very accommodating. Whatever was our situation, she navigated it like a champ. She totally understands “customer service”. Will definitely give her 5 stars as she runs a tight operation. We were very pleased!!

Terri, the Assitant GM, left my family, with kids, outside the room for more than 20min at night. She claimed that we didnt pay at check in, just wonder how we got the keys... I mean I didnt make any mistake, I gave them my credit card and they made the xcharge but for whatever reason the next day, without a notice, she didnt allow us to go back to the room. In the end, they charged the room twice (Im asking for a refound already) but my whole concern is that we came back at night and she was so sure that it was "my fault" that she invented this policy (which is not True as it is not in papper) and left my wife and kids out of their room, like criminals or something. Never got an apology and no help to remove the extra charge. Btw, Im rewards member so they have my data on their systems to start with.

DO NOT BOOK THIS HOTEL. I recently booked a night at this Holiday Inn Express, and paid a bit of a premium to have services that included: Shuttle to Airport, Full Breakfast, and free parking. On arrival, the lobby was under construction. The temporary bell desk acted like business was usual, but i inquired… Will the morning shuttle run? Well, we will comp you for Uber. Will there be breakfast? To go only, which was basically a frozen jimmy dean sausage biscuit. And parking? At your own risk among construction trucks. The hotel was being transferred to another brand, the Atwell. There was not a set date as to when the transfer would occur. I said that the services were not what was advertised on their site, so they should discount. NO. OK, cancel my reservation. NO. We were within the 24 hour cancelation, so we would be charged the full price. Let me talk to a manager - none existed. I called, and spoke to the Philippines, to a girl that had a rooster crowing in her backyard. She could not offer me anything. 45 minutes later, and 3 transfers, I was told that the hotel was being transferred to another brand, and that they could not refund my money without the GM of the hotel authorizing such. I asked if they had even appointed a GM for the “new” hotel, and she had no idea. I asked if my car would be safe while I traveled, and it was basically, park at your own risk. So, you’ve been warned. If you think you will get an airport shuttle, breakfast, safe parking, you should not expect such. And if you want any form of customer service, do not expect such locally, or anything satisfactory from their foreign support agency. I’ve stayed in the Holiday Inn brand for 60 years. But it is no longer an organization that is unified. It is simply an amalgamation of franchised entities , that could care less about loyalty, or even meeting the services they advertise. I could not be more disappointed. I gave the 3rd level, senior customer service manager this metaphor. I said “you held something in your right hand, and gave me a price. I paid it. Then you brought out your left hand, with an inferior product, acknowledged that it was an inferior product, and then refused to give me the product in your right hand, or give me my money back. And, you passed me off to an agent in the Philippines, without any power to do anything helpful, to say, well, that is our policy. I am done with anything owned by IHG.

It was not a great ending to our vacation. In the first room, the toilet continually growled and didn't flush....asked to be moved to a new room. In the new room, the shower curtain was torn and the sink stopper was permanently stopped. So, that was fun. Maybe it was just all maintenance issues, but it didn't make for a great stay.

I was charged a fee that was never supposed to go on my account, which was admitted by staff, on top of a deposit fee, which is standard. It will take over 5-7 business days guaranteed, and then it was charged all over after. If you don’t mind getting charged a miscellaneous fee that is inexplicably there, then you’ve nothing to worry about. Nothing bad to say about the rooms themselves, they’re clean and the beds are comfortable.

This hotel is going through major construction right now. The entire hotel is under some type of change. We we’re put in their new remodeled room. If you like IKEA, this is for you. I would not have stayed here had I known all of the amenities that would be available. No pool, no lobby, no bar or liquor you can purchase. I spoke directly to the hotel, I would have thought they might have mentioned this and they didn’t. I won’t stay here again.