Consider choosing another hotel...
If you prefer maintaining your Starwood status and don't mind staying outside the Downtown Austin area, you might want to check out the or aLoft in the Domain. Otherwise, there are other hotels down town who might provide you better customer service.
This hotel do get a lot bookings for conventions and conferences. Knowing that they would always get a market, the hotel is complacent in provide good customer service. They fail to meet the excellent standard a Starwood hotel promise to offer.
There was one incident that the front desk and night auditor made a big mistake a phone call to my room. Instead of taking ownership of such mistakes, they have made a lot of excuses and insisted that they followed to protocol. I filed a complaint with Starwood and the director of rooms even provided the wrong information to cover their staff. I had to contact the general manager to escalate the issue. He attempted to protect his staff but after I explained how each of their excuses were implausible, he eventually agreed that they made a mistake.
The club lounge opens late. Just grab your breakfast outside.
By the end of this month, I am about to meet my required number of stays to maintain my platinum status next year. I have decided to leave this hotel after tolerating them for several months. I am moving to the Hilton chain beginning of next month.