Hilton Garden Inn Cedar Park Austin
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
The business engaged in deceptive and unethical practices.
Business reply on Google
Hi Tori, we are sorry we did not provide the superior experience we are known for. Please reach out to us at https://help.hilton.com/s/contactsupport so we can gather additional information about your visit. Thanks for taking the time to share your feedback, and we do look forward to hearing from you.
hotel rooms had malfunctioning toilets and unexpected parking fees
Business reply on Google
Thank you for taking the time to share your feedback. We truly appreciate your past loyalty and are glad to hear you’ve enjoyed our location and cleanliness during previous stays. We’re very sorry to learn about your recent experience, particularly the unexpected parking fee and the issues you encountered with the toilet in both rooms. This is certainly not the level of comfort or reliability we aim to provide, and we understand how frustrating that must have been. Your comments have been shared with our maintenance and management teams so we can investigate and address these concerns promptly. We would welcome the opportunity to restore your confidence in us. If you’re open to it, please reach out to us directly so we can make this right. Thank you again for your feedback.
Hotel refused refund for accidental booking and staff hung up
Business reply on Google
Hello Curtis, we're sorry to hear about your experience during such a stressful time. It's concerning to learn about the issues you faced with your reservation and the interactions you had with our team. Please know that this matter is being looked into to ensure better service in the future. We encourage you to reach out to https://help.hilton.com/s/contactsupport or call (512) 506-8880 to discuss your experience further. Thank you for sharing your feedback with us. We hope to have the opportunity to serve you better in the future at the Hilton Garden Inn.
Promotional discount offer failed to apply during the reservation process.
Business reply on Google
Thank you for bringing this to our attention. We are very sorry for the confusion and frustration you experienced. The offer you saw is an American Express promotion that applies only to certain participating properties, and unfortunately it should not have appeared during your reservation process for this location. We understand how misleading and disappointing that must have felt. We are actively working with our partners to ensure that promotions are displayed accurately so situations like this do not happen again. Your feedback is extremely important, and we sincerely apologize for the inconvenience it caused especially since it led you to cancel both reservations and your card.
Ballroom was not ready and staff demanded additional payment for space.
Business reply on Google
Thank you for taking the time to share your feedback and for choosing our hotel for your event. We’re thrilled to hear that Bradon at reception made such a positive impression he truly embodies the spirit of hospitality we strive for, and we will make sure his great service is recognized. We’re very sorry to hear that your ballroom experience did not meet expectations. Your comments regarding room readiness, communication about space, and setup issues have been shared with our events team for immediate review. This is certainly not the level of service we aim to provide, and we appreciate you bringing it to our attention so we can improve.
customer did not receive loyalty points for a nineteen night stay
Business reply on Google
Thank you for being a loyal guest at our hotel, Hayden. We're sorry to hear about your recent experience with the front desk and the issue with your points. This is being looked into, and I encourage you to contact https://help.hilton.com/s/contactsupport or call (512) 506-8880 to discuss your experience further. We appreciate your feedback and hope to have the opportunity to welcome you back in the future.
Multiple hotel amenities and systems were non-functional during the stay.
Business reply on Google
Hello Xeth, we're sorry to hear about the issues you had with the elevators, room amenities, and front desk staff. We strive to deliver exceptional service and a comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (512) 506-8880 so we can follow up with you. We hope to welcome you back for a much-improved stay.
The hotel staff displayed poor customer service and indifference.
Staff was intoxicated while working and the room had a smell.
Business reply on Google
Dear Michael, Thank you for taking the time to share your experience. I want to sincerely apologize for the poor service you received upon arrival. The behavior you described is completely unacceptable and not representative of the standards we uphold. Please know we are addressing this internally. I’m also sorry to hear about the condition of your room and the odor you encountered. We are working with our housekeeping and maintenance teams to investigate and correct the issue. We understand your frustration and truly regret that your stay fell short of expectations. We appreciate your feedback and will use it to make the necessary improvements. Sincerely, Sarah J
Excessive noise from neighboring dog and guests caused a sleepless night.
Business reply on Google
Desi Estrada, Thank you for sharing your feedback. We are thrilled to hear that you found our rooms roomy and clean, and we apologize for the disruption caused by the noise from the barking dog and the activity above you. We understand how frustrating it can be when these issues impact your stay, and we sincerely apologize for the inconvenience. Our team takes noise complaints seriously and will work to address this with the appropriate departments to ensure a more peaceful environment for all our guests. We appreciate your understanding and hope that you will consider staying with us again in the future for a more enjoyable experience. If there’s anything else you’d like to share, please don’t hesitate to reach out. Your comfort is important to us! Safe travels! Hilton Garden Inn Cedar Park Austin
Staff provided incorrect contact information for resolving a WiFi issue.
Business reply on Google
Dear Josh Ercanbrack, Thank you for taking the time to share your feedback regarding your recent stay at Hilton Garden Inn Cedar Park. I sincerely apologize for the inconveniences you experienced, particularly with the lack of complimentary amenities and the issues you faced with our staff and WiFi service. We truly appreciate your Diamond status and loyalty to Hilton, and it’s clear we fell short of the high standards we aim to provide for our valued guests. I understand how frustrating it must have been to spend time resolving the WiFi issues, only to be directed to the wrong contact. This is not the level of service we strive for, and I appreciate you bringing this to our attention. Your comments are invaluable as we continuously work to improve our guest experience. I will address these concerns with our team to ensure we enhance our service and communication moving forward. We hope you might consider giving us another chance in the future. Your satisfaction is important to us, and we would love the opportunity to provide you with a much better experience. Thank you again for your feedback. Warm regards, Sarah
Staff member was rude and hung up during a booking inquiry.
Business reply on Google
Hi Sonya, We're sorry to hear about your recent experience while trying to book a meeting space for your clothing pop-up. We appreciate your loyalty to Hilton hotels and regret that this interaction did not meet your expectations. Please know that we are looking into this matter to ensure it is addressed appropriately. For further assistance, we encourage you to contact me directly at (512) 506-8880 to provide more details about your booking and discuss your experience further. Thank you for bringing this to our attention, and we hope to have the opportunity to better serve you in the future. - Sarah
Hotel cancelled reservation and charged a penalty fee.
Business reply on Google
Dear Leonardo Rodriguez, Thank you for sharing your feedback regarding your recent experience with us. We sincerely apologize for any inconvenience you faced. We understand that you had hoped for an early arrival, and we strive to accommodate such requests whenever possible. However, due to our housekeeping schedules and prior bookings, we were unable to fulfill this request on the day of your arrival. Regarding the no-show status of your reservation, we want to clarify that, as per our policy, reservations not canceled within the specified timeframe are marked as no-shows and incur a fee. We recognize that unforeseen circumstances can occur, and we regret that this situation did not align with your plans. Thank you for your understanding, and we hope to have the opportunity to serve you under more favorable conditions in the future. -Sarah
Guest experienced discriminatory behavior and repeated identification requests by staff.
Misleading advertising regarding senior rates and complimentary breakfast.
Business reply on Google
Dear Terry, thank you for leaving a review. We apologize for any confusion or inconsistencies with our fees. We would like the opportunity to investigate this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (512) 506-8880?
Motion sensor causes air conditioning to turn off during the night
Business reply on Google
Hi Dylan - We apologize for the inconveniences with our air conditioner. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (512) 506-8880 so we can follow up with you?
Power outage and security concerns regarding unauthorized individuals in parking lot.
Vehicle was broken into while parked at the hotel.
Manager refused check-in following a dispute over incorrect information.
Business reply on Google
Thank you for the review, Kerry Coleman. We would like the opportunity to investigate this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (512) 506-8880?
excessive noise from guests and staff disrupted the stay
Business reply on Google
Hi K L - Thank you for candidly sharing your recent experience at Hilton Garden Inn Cedar Park Austin. We're disappointed that we let you down in this way and can assure you that this isn't typical for our hotel. We hope you can come to give us another shot at a better experience.