Our stay at Atwell Suites Austin Airport started off as a pleasant experience, but unfortunately, it was completely overshadowed by an unacceptable and offensive encounter at checkout.
After completing the checkout process at 11:30 AM, I stepped outside to load our luggage into the car while my wife remained in the lobby to prepare a complimentary coffee. At that moment, an employee named Ivan approached her and questioned whether she was a guest, stating that “homeless people sneak in to make coffee.”
As one of the few African American guests at the hotel, this assumption was particularly troubling. My wife was rightfully offended and immediately informed him that she was with me and that we had just checked out. However, the fact that she was even subjected to such treatment being singled out, questioned, and made to feel unwelcome was humiliating and completely unacceptable.
No guest should ever be made to feel like they do not belong, especially after paying for and staying at a property that prides itself on hospitality. This experience left us extremely disappointed and has completely changed our perception of IHG.
If professionalism, respect, and inclusivity are important to you, I strongly urge you to reconsider staying at this location.