Austin Marriott Downtown

Location was good

I had a very disappointing experience during my recent stay at the Marriott Austin. I booked a room through Booking.com for four guests, including my two children, and the reservation clearly included breakfast. However, when we went for breakfast, the hotel staff only provided two breakfast coupons, stating that their policy was to provide breakfast for only two guests per room. This was extremely frustrating and upsetting because I booked the room with breakfast for four guests. I reasonably expected that all four guests included in my reservation would be able to have breakfast. Because the staff refused to provide breakfast for my children, my kids were unable to eat breakfast that day. What made the experience even worse was the way the issue was handled. When I contacted Booking.com, they told me to speak with the hotel. When I spoke with the hotel, they told me to contact Booking.com. I was passed back and forth between the two parties, with neither taking responsibility for resolving the issue. The hotel staff were also very rigid and showed very little understanding or willingness to help, despite the fact that there were children involved. I understand that hotels may have policies regarding breakfast, but those policies should be clearly disclosed at the time of booking. If a reservation is made for four guests with breakfast included, it is unreasonable for the hotel to provide breakfast for only two guests without clearly communicating that restriction. Overall, this was a very disappointing experience, not only because of the breakfast issue but also because of the poor customer service and lack of accountability. I expected much better service from Marriott. I would appreciate it if Marriott management would review this incident and provide an appropriate resolution.

Everything about this hotel was good currently my first choice to stay at every time I go to Austin