755abhijeetd
Couples · December 20252/10
It’s extremely rare for me to leave a review unless the experience is either exceptional or truly disappointing. I usually avoid boutique hotels altogether and stick to high-end Marriott or Hyatt prop...It’s extremely rare for me to leave a review unless the experience is either exceptional or truly disappointing. I usually avoid boutique hotels altogether and stick to high-end Marriott or Hyatt properties. However, since this was my first visit to Austin, I decided to try something different and booked Colton House for three nights.
The initial impression was positive—tasteful décor and a convenient location close to downtown. That said, the parking experience was immediately awkward. We had to unload our luggage at the lobby, then park in a cramped basement using a QR code sent to our phones. With a large vehicle, navigating the tight, congested garage was stressful. There was also no assistance with luggage; we were simply told to use the cart ourselves.
Things went downhill quickly once we entered our King Studio. The room reeked of cigarette smoke. We notified the front desk right away and were moved to another room, which was only marginally better. By then, we were exhausted and just wanted to rest. Unfortunately, the bed and pillows were some of the most uncomfortable I’ve experienced in any hotel. By the end of our stay, we were using pain-relief spray just to manage the discomfort.
Later that night, after returning from visiting friends, we discovered there was a party happening in the study room directly across from us on the first floor. The noise was extremely disruptive, and the doors did a poor job of blocking any sound. To make matters worse, the night was cold and the AC would not switch to heating mode at all. The room phone wasn’t working, and when I walked all the way to the lobby, no one was at the front desk. I even tried troubleshooting on my own—nothing worked. Completely drained, we ended up sleeping in the cold.
The next morning we had to rush out for an event and couldn’t address the issue in person. We tried calling the hotel from outside, but the line was always busy and redirected us to voicemail. Calling them directly is pointless. That night, the same problems continued.
By the next day, we made it clear we could not stay the third night given everything that had gone wrong. Brandon at the front desk checked us out but told us that since the booking was made through Chase, we’d need to contact them for any refund. He said if he could help, he would. When I contacted Chase, they said the decision rested with the hotel and called Brandon directly. Unsurprisingly, he told them he would not be issuing any refund for the third night. I was speechless.
At that point, it was clear that service and accountability simply didn’t matter here. I didn’t have the energy to go back and forth or deal with the inevitable gaslighting. Colton House may have a beautiful façade and stylish décor, but beneath that, the service is deeply lacking. Unfortunately, customer care seems to be the least of their priorities.
I would not recommend this property to anyone, nor would I ever consider staying here again. Save yourself the money, frustration, and discomfort, and choose a hotel that is actually well-run and values its guests.Show More
