JW Marriott Austin

Anonymous User

I wasn't staying as a guest at the hotel, but I really wanted to get a massage. I scheduled my appointment online which was easy and a great accessible way for me to make a connection. The concierge at the hotel was comfortable with me gesturing and was happy to do so as well. When I grabbed food from an Italian restaurant inside the hotel, the hostess did the same. The server Frankko got pen and paper out immediately when he realized I was Deaf. He was comfortable with my gestures, was friendly and patient. The food was delicious. When I went up to the spa for a massage, I had a different experience, however. The woman at the check-in desk was very uneasy and unsure of how to communicate with me. Once she figured out she needed to write, she fumbled around for paper and pen. She then would resort back to talking which led me to have to remind her a few times to write since I couldn't hear her. We had several misunderstandings during the process which set the stage for a non-relaxing experience. There was a woman near-by named Racquel who was friendly and tried to use some of her fingerspellings. The massage therapist was also friendly but lacked awareness of how to make communication flow easier and my experience more accessible. I suggest this hotel get some training in deaf-friendly customer service. Due to a large Deaf community in the area, it wouldn't hurt to invest in ASL classes for your staff as well. 

  • Makes Eye Contact
  • Speaks Clearly
  • Schedule/Order On-line or E-mail
  • Willingness to Gesture

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