Hilton Garden Inn Austin Central
🏨 Hotels & Travel · Austin
Between not good and really bad.total experiences
replied on google
Most reported issues
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Experiences
Staff failed to manage reservation changes and refused to issue refunds.
Breakfast was not included in the room rate as expected.
Business reply on Google
Hello J, we appreciate your positive note about your room and the seating areas. However, we're sorry to hear about the issues you had with the lack of breakfast service. Here at Hilton Garden Inn Austin Central, we always strive to provide the best guest experience. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (737) 307-0225 so we can follow up with you. We look forward to hearing from you.
highway noise and long wait times at the check-in desk
Inadequate parking, broken room amenities, and malfunctioning climate control system.
Business reply on Google
Hi Pang, thank you for sharing your feedback. We're glad to hear that our location was convenient for your podcast and that you found our front staff helpful in person. However, we're sorry to learn about the challenges you faced with parking, room amenities, and contacting the front desk. Please know that these issues are being looked into. For further assistance, we encourage you to reach out to https://help.hilton.com/s/contactsupport and (737) 307-0225. We appreciate your insights and hope to have the opportunity to welcome you back in the future.
Hotel room had broken appliances, cold water, and poor housekeeping service.
Business reply on Google
Hello Sheila, we're sorry to hear about the issues you encountered during your stay. Your experience with the amenities and room servicing is not reflective of the standards we strive for at Hilton Garden Inn. We understand your frustration, especially as a valued Hilton Honors member. Please know that your concerns are being looked into, and we encourage you to reach out to https://help.hilton.com/s/contactsupport or call (737) 307-0225 to discuss further. We appreciate your feedback and hope to have the opportunity to improve your experience in the future.
The hotel charged the customer twice and refused to issue refunds.
Business reply on Google
Thank you for sharing your experience with us. I’m truly sorry for the inconveniences you experienced during your stay. After looking into this, it appears payment has been fixed and you were charged correctly. Your feedback helps us improve, and we’ll make sure to address these issues with our team. We appreciate your patience and hope to welcome you back for a much better experience next time. Wishing you a great day!
Hidden fees increased the nightly room rate significantly.
Business reply on Google
Thank you for sharing your experience with us. I’m truly sorry for the inconveniences you experienced during your stay. Your feedback helps us improve, and we’ll make sure to address these issues with our team. Just so you know, our sheets are washed every day and our housekeeping team works hard to ensure these things are perfect for our guests. Also, if there is any additional "fees" you incurred, either there was items you charged to the room, or you are referring to our $50 incidentals, which returns to the card on file after a few business days. We appreciate your patience and hope to welcome you back for a much better experience next time. Wishing you a great day!
Digital check-in process failed requiring manual front desk registration
The in-room air conditioning unit was excessively loud.
Unauthorized pet fee charged to credit card after checkout
Business reply on Google
After reviewing the situation thoroughly, we can confirm that a dog was left unattended in your guest room overnight, resulting in significant disturbances to other guests and multiple service recoveries by our team. This violates our pet policy and guest code of conduct, both of which are in place to ensure a safe and enjoyable stay for all. The items are also listed on the pet policy form signed at check in. While we regret that your experience did not meet your expectations, we must also uphold our responsibility to protect the comfort and well-being of all our guests. Unfortunately, your return to the hotel will not be permitted until the outstanding fees associated with the disruption are resolved.
The hotel has lingering renovation odors and thin floor carpeting.
The hotel has an early checkout time and lacks complimentary breakfast.
Business reply on Google
Thank you for your feedback. We’re sorry your experience didn’t meet expectations; this does come as a bit of a surprise as we have received mostly positive feedback about the property. Our check-in time is 3 PM, with 11 AM check-out to allow housekeeping enough time to prepare rooms. Late check-outs may be available when occupancy permits. As a Hilton Garden Inn, we offer complimentary breakfast to Hilton Honors Gold and Diamond members. While Tru by Hilton provides free breakfast, they lack amenities like evening dining and a bar, which we offer. We do have nearby sister properties, including Tru by Hilton and Home2 Suites, which provide complimentary breakfast. We genuinely appreciate your feedback and hope to have the opportunity to welcome you back in the future, whether at our hotel or one of our sister properties. Kristin Thames General Manager