SpringHill Suites by Marriott Austin Northwest/The Domain Area in Austin, Texas

Last weekend was suppose to be a weekend of celebration, and relaxation with family after passing my certification exam. Unfortunately, the festivities had to come to an screeching halt when the manager, Amanda, decided to kick my family and I out of the hotel. We checked into the hotel on Friday, and there was a mishandling with the payments. As a result each cardholder was charged additional amounts. On Friday, we respectfully understood the terms and policies, however, as paying customers we wanted clarification on the funds that needed to be returned, and which cards were going to be charged to which rooms. However, Amanda became annoyed and felt that she 'wasn't going to stand in front of the desk all day to talk about the same thing!' In addition, as an unprofessional customer servant she yelled across the lobby to shame us in front of other customers who were trying to enjoy their breakfast. She also told us that if we didn't like our stay then we can get out. All we wanted was information, and an explanation on what cards were going to be charged and how we were to get our funds back. As at that point one of the cards was charged ANOTHER time Saturday morning. Between all cards there was a total charge of $900 when it should have been less than $500. These funds were held, and we could not use them while we were on the trip. What a downer when you are there to have fun and enjoy life and relax in Austin for the weekend. However, relaxation we did not get, instead, we received stress and poor treatment. I have never been mistreated, and publicly humiliated like this in my entire life. I have been using Marriott hotels for quite sometime now, and have always had a warm and welcoming experience. Marriott core values are putting people first, pursuing excellence, embracing change, acting with integrity and serving the world. Unfortunately, Amanda failed to do such thing by refusing to explain to each cardholder on how the funds were to be returned to each card. Sadly, she kicked us out, cancelling our festive plans, and sending us home back to Houston. I have worked in customer service before, and I have learned that one must listen to people; to show sympathy and to have empathy. That is where Amanda dropped the ball as a leader. The cream didn't rise to top on this one. Instead it sank to the bottom when she did her best to humiliate one of Marriott's customers and that is very sad. If I could give less than one star, I would. Just for the simple fact that this one ruined the entire trip. The rest of the staff members were amazing! The breakfast crew were on alert and frequently cleaning breakfast area. The cleaning staff were very social and greeting us constantly. As "Manager on Duty" she should take notes from the staff on how to provide exceptional customer service. Thank you staff for showing us the Marriott hospitality for one night.

"The cream rises...so does good leaders..." Last weekend was suppose to be a weekend of celebration, and relaxation with family after passing my certification exam. Unfortunately, the festivities had to come to an screeching halt when the manager, Amanda, decided to kick my family and I out of the hotel. We checked into the hotel on Friday, and there was a mishandling with the payments. As a result each cardholder was charged additional amounts. On Friday, we respectfully understood the terms and policies, however, as paying customers we wanted clarification on the funds that needed to be returned, and which cards were going to be charged to which rooms. However, Amanda became annoyed and felt that she 'wasn't going to stand in front of the desk all day to talk about the same thing!' In addition, as an unprofessional customer servant she yelled across the lobby to shame us in front of other customers who were trying to enjoy their breakfast. She also told us that if we didn't like our stay then we can get out. All we wanted was information, and an explanation on what cards were going to be charged and how we were to get our funds back. As at that point one of the cards was charged ANOTHER time Saturday morning. Between all cards there was a total charge of $900 when it should have been less than $500. These funds were held, and we could not use them while we were on the trip. What a downer when you are there to have fun and enjoy life and relax in Austin for the weekend. However, relaxation we did not get, instead, we received stress and poor treatment. I have never been mistreated, and publicly humiliated like this in my entire life. I have been using Marriott hotels for quite sometime now, and have always had a warm and welcoming experience. Marriott core values are putting people first, pursuing excellence, embracing change, acting with integrity and serving the world.  Unfortunately, Amanda failed to do such thing by refusing to explain to each cardholder on how the funds were to be returned to each card. Sadly, she kicked us out, cancelling our festive plans, and sending us home back to Houston. I have worked in customer service before, and I have learned that one must listen to people; to show sympathy and to have empathy. That is where Amanda dropped the ball as a leader. The cream didn't rise to top on this one. Instead it sank to the bottom when she did her best to humiliate one of Marriott's customers and that is very sad. If I could give less than one star, I would. Just for the simple fact that this one ruined the entire trip. The rest of the staff members were amazing! The breakfast crew were on alert and frequently cleaning breakfast area. The cleaning staff were very social and greeting us constantly. As "Manager on Duty" she should take notes from the staff on how to provide exceptional customer service. Thank you staff for showing us the Marriott hospitality for one night.