Policies

COVID-19 INITIATIVES

As we welcome back guests during this ongoing pandemic, our primary focus is on practicing the best health and safety measures. These unfortunate times have only strengthened our desire to provide the best service—we want our guests, our staff, and our beloved hotel cat Louie to remain safe and healthy!

Below are the procedures we have established, which will adapt and evolve as we receive new information from local health authorities and the CDC.

Until further notice, only registered guests are allowed in guest rooms and common areas of the hotel (except the bar, which is open to the public).

In preparing guest rooms for arrival, housekeeping will focus on high-touch areas including door handles, thermostats, light switches, desk lamps, and TV remotes.

To minimize contact between individuals, housekeeping services will not be offered after check-in, ensuring no one other than the guest(s) enters the guest room. For stays of five nights or longer, please ask the front desk about the possibility of changing rooms. If you need extra towels, pillows, or blankets just let the front desk know.

Items such as decorative pillows, directories, and all writing and reading material have been removed from all guest rooms, but you will still have great local art on the walls and interesting light fixtures!

Personal care amenities (shampoo, body wash, etc.) have been sealed in individually wrapped packages, and will be offered to guests upon check in. Please ask the front desk if you need additional personal care amenities during your stay.

All high-touch surfaces in common areas of the hotel will be frequently disinfected with approved peroxide multi-surface cleaners.

Hand sanitizer is available throughout public spaces.

Staff will be provided with PPE, including masks and gloves, must wear the PPE appropriate for their job duties, and will be required to wash their hands often.

Prior to beginning a shift, each staff member must affirm they have not been exposed to Covid-19. Staff members who experience symptoms of Covid-19 and/or have tested positive for Covid-19 will be required to stay home.

Please do not hesitate to ask for more information or clarity on any of our new measures. We are trying our best to continue to provide our signature hands-on hospitality while practicing safety measures designed to protect us all.

WHAT WE ASK FROM OUR GUESTS

For the safety of everyone, we ask that if you think you have been exposed to Covid-19, please reschedule your stay with us until you feel better. If you are sick, we can all get sick. Lucky for Louie, he has nine lives, but he cannot run the hotel all by himself!

Please be courteous towards our staff and other guests by maintaining a social distance of six feet. In accordance with Austin’s mandate, face masks are required in all common areas throughout the hotel property. Extra masks are available at the front desk.

We ask that you ride the elevator with only the people in your group.

Stay informed and updated on our protocols throughout your stay by going to our website or asking any member of our staff. We are grateful that you have placed your trust in us to keep you safe!

Check-In and Check-Out Times
Check-in time is at 3pm and check-out time is at 11am.
If you are arriving later than 7pm to check in, please let us know so we can be sure someone is there to greet you.

No Smoking or Tobacco Products
Hotel Eleven is a smoke-free property. Smoking or use of tobacco products is strictly prohibited anywhere on the property, which includes outdoor areas such as balconies, patios and the roof deck. Smoking or using tobacco products in guest rooms, including leaving cigarette butts in waste baskets, will result in a $500 cleaning fee charged to your credit card.

Minimum Age
You must be 21 to rent a guest room or occupy a guest room without a parent.

Occupancy
The maximum occupancy for each guest room is two persons.

Damage to Property
Guests are responsible for any damage or loss they cause to the property. If you cause damage or loss, your credit card will be charged for the amount of the damage or loss.

Parking
Limited parking is available on site on a first come, first served basis (one car per room please). Off-street parking is available on E. 11th Street, at the Community Lot one block north on Wheeless Street, and to the north of the hotel. Please pay attention to parking signs as some streets are residential parking only, and you will be towed if you park there. We love our neighbors, so please do not park in residential-only areas.

Pets
While we love cats and dogs, unfortunately we are unable to accommodate pets at this time. We apologize for this inconvenience.

Cancellation & Change Policy
We are a very small, independent hotel, and as such, we hope you recognize the need for the following cancellation and change policies. Please read carefully.

• Standard Reservations:
Our standard cancellation policy is 24 hours prior to arrival; cancellations made within the 24-hour period will be charged one night’s stay. For multiple-room reservations, the cancellation policy is 72 hours prior to your arrival; cancellations made within the 72 hour period will be charged one-night’s stay for each reservation. Early departures will be charged 50% of the following night’s room rate.

Any cancellations or modifications to your reservation must be made by calling the hotel or emailing us at info@hotelelevenaustin.com. You must receive an email confirming the cancellation.

• Reservations During SXSW, ACL, Formula 1:
Reservations made during SXSW, ACL(Austin City Limits Music Festival), and Formula 1 are NON-REFUNDABLE.

 


HOTEL ELEVEN STATEMENT OF PRIVACY

COLLECTION OF YOUR PERSONAL INFORMATION
As an E-commerce Web site, Hotel Eleven collects personal information, such as your e-mail address, name, home or work address or telephone number. Information collected by Hotel Eleven is used solely for the purpose of billing your online purchases.

USE OF YOUR PERSONAL INFORMATION
Hotel Eleven collects and uses your personal information to process requested reservations. Hotel Eleven may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered. You may stop the delivery of future promotional e-mail from Hotel Eleven by responding directly to any email you receive with a request to remove you from the mailing list. Hotel Eleven does not sell, rent or lease its customer lists to third parties.

SECURITY OF YOUR PERSONAL INFORMATION
Hotel Eleven is committed to protecting the security of your personal information. We use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure.

CHANGES TO THIS STATEMENT
Hotel Eleven will occasionally update this Statement of Privacy to reflect company and customer feedback. If there are material changes to this Statement or in how Hotel Eleven will use your personal information, Hotel Eleven will prominently post such changes prior to implementing the change. protecting your information.

CONDITIONS OF USE
Use of the Hotel Eleven website constitutes agreement to our terms of use. We encourage you to review the following information carefully.

COPYRIGHT
All content on this website is the exclusive property of Hotel Eleven, LLC. Said content includes text, graphics, logos, icons, images, audio and video clips, digital downloads, and software. Our content is protected by United States and international copyright laws and we reserve all rights contained therein. In case of dispute or infringement, we will rigorously defend our rights to this material.

PROTECTING YOUR ACCOUNT
Some portions of this website permit username and passwords to be used. You are responsible for protecting your unique username and password and you agree to be responsible for all activities performed under your user account.

LICENSE AND SITE ACCESS
Hotel Eleven, LLC grants you (the user) a limited license to access and make personal use of this website. This license does not include the right to download any material (other than routine page caching), modify any material, or any portion thereof, without the express written consent of Hotel Eleven, LLC. This license excludes the download or collection of logos, product descriptions, pricing, text, graphics, audio and video clips, and/or copying account information. This website or any portion of this website may not be reproduced, duplicated, copied, sold, visited, or otherwise exploited for any commercial purpose without express written permission of Hotel Eleven, LLC. You are prohibited from using meta tags or any other hidden text utilizing Hotel Eleven’s name or trademarks without the express written consent of Hotel Eleven, LLC. Any unauthorized use of this websites voids the limited license granted by Hotel Eleven, LLC.

CONTENT SUBMITTED BY SITE USERS
If you do post content to this site or otherwise submit material (including, but not limited to, photographs and testimonials), you grant Hotel Eleven, LLC and its affiliates a nonexclusive, royalty-free, perpetual, irrevocable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. By your submission you represent and warrant that you own or otherwise control all of the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify Hotel Eleven, LLC or its affiliates for all claims resulting from content you supply. Hotel Eleven, LLC reserves the right to remove any content at our sole discretion.

LIMITATION OF LIABILITY
This site is provided by Hotel Eleven, LLC on an “as is” and “as available” basis. Hotel Eleven, LLC makes no warranties, either expressed or implied, as to the operation of the site or the content contained therein. You expressly agree that your use of www.hotelelevenaustin.com is at your own risk. Hotel Eleven, LLC cannot warrant that this site, our servers, or email communications affiliated with the use of this website, are free from viruses. Hotel Eleven, LLC will not be responsible for any damages of any kind resulting from use of this website, including but not limited to direct, indirect, incidental, punitive, and consequential damages.

REDEMPTION OF FREE PRODUCT AND COUPON OFFERS
From time to time, Hotel Eleven offers its clients special offers and discount codes to be used in conjunction with this website. These offers are frequently disseminated via this website and through email to those who have registered for our email database. They are sometimes posted on our home page (www.hotelelevenaustin.com) or announced via other means of communication in conjunction with the promotion of the Hotel Eleven product collection, including radio and TV broadcasts, internet forums and various online websites. We encourage our clients to redeem these special offers, but we respectfully ask that you not exploit them. Hotel Eleven, at our sole discretion, will determine if all purchasing criteria has been met to qualify for stated discount or free product. If you successfully circumvent the software safeguards of this website in order to receive several free products with your order, then we will (at our sole discretion) remove any extraneous free product from your order or cancel the order in its entirety. You will be informed of any order changes via the phone number or email address listed with your order. Please, play fair.

APPLICABLE LAW
By visiting www.hotelelevenaustin.com, you agree that the laws of the state of Texas, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Hotel Eleven, LLC.

CHANGES IN POLICY
Hotel Eleven, LLC reserves the right to modify, alter, delete and update these policies at any time we see fit. Such alterations do not nullify our rights if infringements or breaches occurred under a previous version of these conditions.