Embassy Suites by Hilton Austin Arboretum

Staff

Good Breakfast, good location

We had reservations from a 3rd party vendor which was Priceline. We booked 4 weeks before our arrival and paid in full. On arrival to check in the receptionist told us Priceline had not sent them our reservation but then later found it cancelled in their system to which she said this happened 3 times today. They were sold out and did not honor our reservation. The GM was there and would not help us. He was very rude. They had us scan the parking qr code and now we have paid for the room and parking. Ive never had trouble with Priceline before. Now we have no room and they have almost $500 tied up and no room. There were multiple other people with complaints during the 50 minutes they were trying to resolve our booking. The whole time there were no rooms available so we wasted all of the time there and did not end up with a room ruining our weekend. We wont book Embassy Suites again. Very dissappointing experience. Alladin the GM does not care about customers. If Embassy Suites does not want to partner woth 3rd party vendors they should not participate with them. HORRIBLE experience!

I went with my parents and my sister and my daughter. We had booked the reservation a month in advance. We went to the front desk, and at first they claimed they couldn’t find the email from the reservation. Then they preceded to have us call Priceline and refused to give us their email.. This was unacceptable behavior.. Finally they said they cancelled our reservation and the rooms were all booked. THIS WAS THE WORST EXPERIENCE I EVER HAD IN AN EMBASSY SUITES.. I WILL NEVER EVER GO TO THEM AGAIN..

We booked a room through Priceline over a month in advance and arrived with a confirmed reservation, only to be told by the front desk that the hotel “did not have it.” When we showed them the confirmation, the staff repeatedly avoided taking responsibility and instead gave us the runaround.

They insisted they needed an email directly from Priceline but refused to provide an email address to send it to, claiming Priceline should already have it “on file.” Meanwhile, multiple guests were checked in while we stood there trying to resolve the situation. After wasting a significant amount of our time, the hotel finally admitted there were no rooms available.

At that point it became very clear what had likely happened: the hotel overbooked and canceled third-party reservations made at discounted rates, without notifying the guests who had already booked and confirmed their stay weeks in advance.

The lack of professionalism and customer service was shocking. There was no apology, no attempt to help us find another hotel, and no effort to resolve the situation in any meaningful way. Instead, we were left standing there with no place to stay.

To make matters worse, while we were trying to resolve this, my mother was charged $50 for parking, which the hotel refused to refund—even though we never stayed there. We also have not received a refund for the canceled reservation.

While we were at the front desk, several other guests came down to complain about issues with their rooms, including overflowing toilets and rusty showers, which only reinforced the sense that this property is poorly managed and indifferent to guest experience.

Between the disorganization, the refusal to take accountability, and the complete lack of customer service, this was one of the worst hotel experiences we’ve had. A confirmed reservation apparently means very little here.

Travelers should think twice before booking this hotel, especially through third-party services like Priceline, because there is no guarantee your reservation will actually be honored.

Awesome breakfast and large rooms

Pool and hot tub needed attention on the website it said free parking
The reception snacks could’ve been better at breakfast time orange juice wasn’t available when you asked staff for some they would get an attitude took like 30 minutes to get an omelette smh!

I should have chosen a different hotel.

Excellent free breakfast cooked to order plus the whole buffet is included. Room was very large with the suite-style.