Courtyard by Marriott Austin Parmer Tech Ridge

I am writing to formally express my dissatisfaction with the service and experience during my recent stay at the Courtyard Marriott from October 4th through October 6th, 2025. My reservation was booked and paid in full through Booking.com prior to arrival. Unfortunately, the check-in process and overall experience were both unprofessional and frustrating. Upon arrival, I approached the front desk to check in. The front desk agent attempted to charge my card for what I assumed was a security deposit; however, after my card declined, he informed me he was charging me for the full amount of the stay plus the deposit. I explained multiple times that my reservation had already been paid for in advance and even showed my Booking.com confirmation. Despite this, he insisted that the reservation showed as unpaid and told me there was nothing he could do, instructing me to contact Booking.com directly. I then spent over 30 minutes on the phone with Booking.com, who confirmed that my reservation had been paid in full for weeks and that Courtyard Marriott had already received payment. The Booking.com agent even called the hotel directly to verify this. When I returned to the lobby to complete the security deposit, my card was again declined. I informed the front desk agent that the issue was likely with the payment terminal, as neither tap, chip, nor swipe functions worked. He displayed a dismissive attitude and made it clear he did not care to help resolve the issue. I then spent another 30 minutes on the phone with my bank, only to be told that the problem was on the hotel’s end — the agent had been running my debit card as credit. At this point, another staff member overheard the situation and recognized that the front desk agent was handling the process incorrectly. She intervened, corrected his mistake, and finally assisted me in checking in. While I am grateful for her help, this entire ordeal took over an hour

The rooms were nice and clean

Still haven’t received my “deposit” back. The man in the front desk as soon as I check out it would be refunded. It’s been over 12 hours and still haven’t gotten it back.

It was nice and clean

There wasn’t anything I didn’t like