酒店回复: Kevin,Thank you for taking the time to share your feedback. We're truly sorry to hear that your recent experience with us did not meet your expectations. We understand how frustrating it can be when things don't go as anticipated. Regarding your concern about late check out, while we value your loyalty as an IHG One Rewards member, certain benefits—including complimentary late checkout—are only applicable when reservations are made directly through IHG channels, in accordance with the program's policy. Regarding your other concerns, we take pride in offering well-appointed suites and amenities, and our team works hard to ensure a comfortable stay, from water pressure to bedding. Your input helps us ensure we’re meeting our standards, and we’d welcome the chance to make this right for you in the future!"

酒店回复: Michael,Thank you for sharing your experience with us! We’re glad to hear you had a nice and convenient stay and that you’d choose to stay with us again during your next visit to Austin. We appreciate your feedback regarding the adjoining room and sincerely apologize for the disturbance in your stay. While these room types can be great for families or groups traveling together, we understand they may not be ideal for everyone. We’ll be happy to accommodate your preference for a non-adjoining room on your next stay—just let us know at the time of booking or check-in. We look forward to serving you again in the future!

酒店回复: Lori,Thank you so much for your kind words! We're thrilled to hear you enjoyed your stay and found the room spacious, clean, and comfortable. It’s great to know you had a restful night and that our location near the airport was convenient for your travels. We truly appreciate your recommendation and look forward to welcoming you back the next time you're flying through the area!

酒店回复: Germaine,Thank you for your wonderful review! We're delighted to hear that you enjoyed the airport transportation, your room, and the in-room coffee. We look forward to welcoming you back again soon!

酒店回复: James,We’re truly sorry to hear that your recent experience with us did not meet your expectations, and we sincerely apologize for the inconvenience you encountered during your stay. Unfortunately during your visit our internet & phone services were down due to a major fiber line cut in the area—an issue completely outside of our control. As soon as the outage occurred and we were notified of the severity of the fiber line cut we communicated to all guests at check-in and also by phone to all guests yet to arrive to inform them of our internet and phone service outage. Our front desk staff reached out to you and spoke with you before your arrival to inform you of the situation. Also to help with airport transportation to our hotel with our phones being down, we offered to reimburse Uber/lyft transportation costs that were incurred by our guests. Regarding our hot tub, thank you for bringing this to our attention, and we’re so sorry for any inconvenience you experienced. During this time of year, it’s not uncommon for insects to be more active in outdoor areas, and despite our regular maintenance and cleaning efforts, they can occasionally find their way into open spaces like hot tubs. We’re taking extra steps to address this and ensure a more comfortable experience moving forward. Once again, we truly apologize for the disruption to your stay and hope you’ll consider giving us another chance in the future to provide the comfortable and seamless experience we strive for.

酒店回复: Thank you for your kind review! We're delighted to hear that you found our staff friendly and helpful and that you enjoyed a clean, comfortable stay. Our convenient location near the airport is definitely a plus, and we're glad you appreciated it. We look forward to welcoming you back again soon for another great stay!

酒店回复: ZIWEN,Thank you for sharing your feedback! We're thrilled to hear you enjoyed the service, the cleanliness of your room, and the overall condition of the property. We appreciate your note regarding the breakfast menu and will be sure to share your comments with our team as we are always looking for ways to enhance the guest experience. We hope to welcome you back again soon!

酒店回复: Ricardo,Thank you for taking the time to leave us a review of your recent stay at Atwell Suites. I am delighted to hear that you enjoyed your stay with us! It is brand standard for us to provide two sets of towels in King rooms, but you are always welcome to request extra sets from the front desk agent on duty or from housekeeping! We look forward to seeing you again the next time you are in Austin to provide an even better stay!