Homewood Suites by Hilton Austin Cedar Park Lakeline
🏨 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 hotel bedsheets, pillows, and blankets were dirty and damaged.
Business reply on Google
Thank you for your feedback. We’re sorry to hear that your stay did not meet expectations. During your visit, our team provided additional pillows upon request and housekeeping checked the bedding at that time and did not note any issues with cleanliness or condition. That said, we always want guests to be comfortable, and if anything had appeared out of order, we would have been happy to replace the linens or move you to another room. We appreciate you bringing your concerns to our attention and will continue to review our housekeeping standards to ensure every guest has a positive experience.
Vehicle break-ins occurred in the parking lot with no security provided.
Lack of security leads to vehicle break-ins and theft
Vehicle broken into in poorly lit parking lot with no security
Business reply on Google
Thank you for sharing your feedback. I’m sorry for the frustration you and your husband experienced during your stay. I apologize for the confusion regarding bottled water. As Hilton Honors Diamond members, you should have felt recognized and valued, and I regret that this interaction fell short of expectations. I will be addressing this internally to ensure clearer and more consistent communication. I am also very sorry to hear about the vehicle break-in. We understand how upsetting this can be, especially while traveling. While guests are advised to file a police report, I regret that our team did not offer more empathy or basic assistance, such as helping cover the damaged window. We appreciate you bringing these concerns to our attention. Thank you again for your feedback.
Breakfast items were unavailable and room air conditioning was nonfunctional.
Staff exhibited rude behavior and enforced unreasonable identification policies.
Business reply on Google
Dear Dario, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet expectations. We take all guest concerns seriously and always aim to treat everyone with respect and dignity. Our team works hard to follow standard check-in procedures, including ID verification for all reservations, especially when booked under a different name or using points. These policies are in place for the safety and security of all guests. We regret that your interactions with our staff were perceived negatively. We will use your comments as part of our ongoing training to ensure we are always delivering a welcoming and professional experience for everyone. We wish your wife a full recovery and hope future travels bring you a more positive experience. Sincerely, Homewood Team
unjustified towel damage charge and poor customer service
Business reply on Google
Dear Jeff Kott, Thank you for your feedback. We’re sorry to hear that your experience didn’t meet expectations. While we strive to provide a smooth and enjoyable stay for all our guests, we clearly missed the mark in this instance, and for that, we sincerely apologize. Our team did make efforts to assist during your stay, including resolving the key issue and following up regarding housekeeping charges. These charges are only applied in rare cases and are based on the condition of items upon checkout. That said, we understand this was frustrating and we’re glad our Hilton Diamond support team was able to assist further. We value your 15 years of loyalty to Hilton and regret that your experience at our property didn’t reflect the standards we aim to uphold. Should your travels bring you back to the area, we would appreciate the opportunity to provide a better experience. Sincerely, The Homewood Suites Management Team
The hotel room was infested with bed bugs.
Business reply on Google
Dear Cynthia Isaguirre, Thank you for sharing your feedback. We're truly sorry to hear about your experience — we understand how uncomfortable and frustrating that must have been. While this type of situation is very rare at our hotel, we took your report seriously and had the room professionally inspected and treated right away. We’ve taken additional precautionary steps to make sure our high standards of cleanliness and comfort are maintained throughout the hotel We hope you'll consider giving us another chance the next time you're in the Austin/Cedar Park area. Sincerely, The Homewood Team
Hotel charged illegal pet fee and provided poor customer service.
Business reply on Google
Thank you for your feedback. We’re sorry to hear that your stay didn’t meet your expectations. Regarding the breakfast area, the lights were briefly turned off in error while attempting to shut off the fan — this was corrected right away. In terms of the pet fee, we do follow ADA guidelines, which apply to service animals; emotional support animals are not covered under the same exemption. We understand travel can be stressful, and we always aim to communicate with courtesy and professionalism — we’re sorry if it felt otherwise during your interactions. We appreciate you taking the time to share your experience.
Front desk staff was rude and ignored guest at the door.
Inadequate room supplies, poor service, broken AC, and cold breakfast.
Business reply on Google
Dear Keila, Thank you for taking the time to share your feedback. We are truly sorry to hear about the series of issues you encountered during your stay. Your experience is not reflective of the high standards we aim to maintain, and we sincerely apologize for the discomfort and inconvenience you faced. We are particularly concerned to learn about the issues with the towels, toilet paper, housekeeping, and air conditioning, as well as the quality of breakfast. This is certainly not the level of service we strive to provide. Please know that we are addressing each of these concerns with our team to ensure that such problems do not occur in the future. Your feedback is invaluable in helping us improve, and we are committed to making the necessary changes to enhance our guest experience. Thank you again for bringing these matters to our attention. We hope to have the opportunity to regain your trust and provide you with a more enjoyable stay in the future.
Management harassed guests and cancelled a prepaid reservation without valid cause.
Business reply on Google
Hello Bridget, We unfortunately had to ask you to leave the property due to violating the hotel policy by smoking in the room even after being issued multiple warnings (verbal and written).
Housekeeping failed to clean the room or restock essential supplies.
Business reply on Google
We apologize for the inconvenience. Here at Homewood, it is our mission for you to be at home with us. As of now our policy for cleans is touch up every other day and full cleans every 4 days. Can you let us know more information so that we can accurately look into this and rectify it for the future of our stays. We want to always make everything a 10/10 for you and everyone who chooses to stay with us.
frequent vehicle break-ins occurring in the hotel parking lot
Room size, deceptive photos, rude staff, and poor breakfast quality.
Business reply on Google
We are so sorry to let you down, Omon. We strive to deliver superior experience for our guests, and we regret that we missed the mark during your stay with us. Please contact us at https://help.hilton.com/s/contactsupport if you would like to discuss this further. Thanks for taking the time to share your feedback.
Rude staff, uncomfortable beds, noise issues, and poor breakfast quality.
Business reply on Google
We hate to let you down, Samuel. We strive to deliver superior experience for our guests, but we apologize for the inconveniences you had with our amenities and service. Please contact us at https://help.hilton.com/s/contactsupport if you would like to discuss this further. Thanks for taking the time to leave us a feedback.
Hotel failed to provide elite member benefits at check-in.
Business reply on Google
Hi Richard Fernandez - We're glad that you found our property nice, but we're sorry to let you down. We always strive to deliver outstanding hospitality to every Hilton Elite members, and we missed the mark. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (512) 772-1770 so we can follow up with you regarding this issue?
Staff member was rude and the hotel room was dirty.
Business reply on Google
Hi Sam May - We’re so sorry that your experience did not match our high standards of service and hospitality. We will share this feedback with our team members and leadership and use it as a training opportunity to prevent issues like this in the future. Please message us at https://help.hilton.com/s/contactsupport, or call us at (512) 772-1770 so, we can gather additional information about your stay. This would be a tremendous help to us in resolving these issues.
hotel staff failed to return personal property left in room
The hotel room and floor have unpleasant odors and poor cleanliness.
Business reply on Google
Hi Lori Zan - Thank you for taking the time to share your feedback and for staying with us. Please accept our apologies for your unpleasant experience. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of our high standards. Please rest assured that your comments have been shared to foster improvements. For this reason, we hope to have the opportunity to deliver a more pleasant experience on a return visit.