Holiday Inn Express & Suites Austin NW
🏨 Hotels & Travel · Austin
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
The hotel room had no hot water and a faulty door.
room maintenance issues including flooding, broken equipment, and black mold
Business reply on Google
Dear Sam Tackett, Thank you for sharing your feedback regarding your recent stay. I am sorry to hear that your experience did not meet your expectations. Following your comments, our maintenance team inspected the areas you noted. However, they were unable to find any of issues mentioned at this time. We always encourage our guests to report concerns immediately so that we can address and resolve them during your stay. Thank you again for your feedback. We hope to have the opportunity to provide you with a better experience in the future. Best regards, Marlene Medina 512-249-8166 [email protected]
Hotel amenities are broken and the property is not clean.
Valuable necklace went missing from hotel room after stay
Business reply on Google
Dear Robert M, Are you sure you are talking about the correct property? When did you stay with us and in what room? A missing necklace or chain was never reported, and I'm on property everyday. Please contact me directly so that I may help you resolve this apparent issue. Sincerely, Marlene 512-249-8166 [email protected]
hotel misrepresents cleaning policies and imposes undisclosed additional charges
The hotel room was infested with ticks and staff were rude.
unauthorized charges applied to the customer account
Business reply on Google
Dear Mercy, Thank you so much for all your kind words, and for the time you took to complete our online survey. Your feedback is very important to us and our continued growth! Regarding the issue you have with the charge of $40, this was my response to IHG corporate: "This guest came up to the front desk and asked me if I could get her 2 "New" soap bottles because she didn't like the look of the ones in her room. I never once told her she could have them, I was simply accommodating her request. She then went on to demand 2 more bottles from 2 different housekeepers. I then told my Housekeeping Supervisor to switch those same bottles with the ones from the walls during their room being serviced, and remove the extra ones. She ended up notifying me that not a single new soap bottle was able to be found. Not willing or wanting to go through guests personal items, we waited until check out to confirm that the soap bottles were indeed gone. I charged them $40, no taxes. The other $7 they were charged for the items they got from our market." The soap bottles are locked into the walls of the bathroom for a reason. Had you stated you wanted to keep them, I would have given you the mini tra
Hotel staff refused to honor a confirmed room booking
Business reply on Google
Dear Kaur, Thank you for taking the time to complete our online survey, your feedback is greatly appreciated. I would like to apologize for your recent experience when trying to check in. According to our system, you were considered a "No Show", and the room was resold, which happens when you do not show up by 2am. If the front desk is not made aware of a late arrival, they will then process audit at that time. Unfortunately, it was a night that we were sold out. Again, I apologize that you thought we were being insensitive, we simply had no rooms available by the time you tried to check in. Sincerely, Marlene General Manager
room had odor, malfunctioning air conditioning, and sticky bathroom floor
Hotel has unsanitary conditions and broken security locks on room doors.
Business reply on Google
Thank you for choosing Holiday Inn Express and for taking the time to provide feedback about your experience at Holiday Inn Express AUSTIN NW - LAKELINE. I would like to start by apologizing to you for the inconveniences you faced during your stay. We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future. I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception. Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at 5122498166 or [email protected]. Sincerely, Brenon Lopez AGM 5122498166 [email protected]
Hotel suffers from poor maintenance, unsanitary pool, and broken room amenities.
Business reply on Google
I'm so sorry to hear about the issues you encountered during your stay, we hope you stay with us in the future so we can make it up to you.
Staff failed to locate a personal item left in the room.
Housekeeping, pool maintenance, and room quality issues reported.
Business reply on Google
I am so sorry to hear about the inconvenience you faced during your stay, we hope to make it up to you in the near future.
Faulty smoke alarm caused sleep deprivation and manager was unhelpful.
insecure room locks, musty rooms, and unsanitary conditions found in room
room contained mold and breakfast service was inadequate
Room issues, poor staff communication, and lack of cleanliness.
Staff neglected guest well-being following an accident on hotel premises.
Faulty bathroom faucet caused physical injury and poor management response
Unsanitary room, pool maintenance issues, and poor reservation management.