Kimpton Austin did not hold our room

We had a guaranteed reserved room. We were moving our daughter and her dog to Austin. We drove 1200 miles in 2 days arriving at 10:30 pm. We valeted the auto, clambered out in an extremely busy area, only to be told our room wasn’t available. They had a room at the W that they would pay for and provide transportation to. We had to wait for a Lyft driver, which I had to remind the manager to call after the front desk told me they were doing this and they weren’t. We finally got to the W 30 minutes later, no door on the bathroom there, for a double Queen with 3 guests and a dog. I get a notice that the W charged us full price! I had to call both the Kimpton and the W to straighten this out. Lots of wasted time on something that should have been settled. VERY DISAPPOINTED IN KIMPTON AND W.

Jul. 18, 2021