Embassy Suites by Hilton Austin Arboretum

The staff were extremely nice, and breakfast was decent. I liked the egg and omelette bar, with sausage, bacon, and hash browns alongside the usual continental options. Parking isn’t free, though, which was a shock. The building feels old, dirty, and badly in need of a remodel. The rooms look untouched, dark, and dingy. The old carpet is frayed, the furniture looks like it’s been there since the 70s, wallpaper is peeling, and there are stains on the walls. Yellow lighting makes the rooms look even darker. The pillows were awful, thin and lumpy with no shape. It took forever for the shower to get hot, the shower head sprayed everywhere, and the tub didn’t drain. The walls are very thin, so I heard every sound and movement from the neighboring rooms, along with the bar downstairs all the way up on the fourth floor. You can tell this was once a nice hotel, but those days are long gone. The building needs to be shut down and overhauled.

My first stay at an Embassy property was disappointing, and it’s left me hesitant to try another Embassy or Hilton. I usually stay with Marriott hotels. I’d appreciate a response about what happened. I asked for Room 601 because my family had Rooms 602 and 603 and we wanted to stay near each other. Other rooms were available, but being separated would have defeated the purpose of our trip together. I arrived at 2:46 PM and understood that check-in starts at 3:00. But when I came back at 3:02, the room still wasn’t ready, and I was told it would take about 30 more minutes because the hotel had been busy the night before and housekeeping was behind. The front desk service made the delay worse. Jackie was on her cellphone and didn’t acknowledge me until I put my purse on the counter. When I asked why the room wasn’t ready at check-in time and whether courtesy points or compensation might be offered, she was rude and called her manager. The manager also declined any accommodation. I finally got into the room at about 3:15 PM and found what looked like an unused sanitary pad on the floor. I called the desk and was told housekeeping may have accidentally dropped it while leaving. Whatever the explanation, that was extremely unsanitary and unacceptable. The sparkling water that was supposed to be delivered to my room never arrived, either.

My sixth-floor suite was amazing, and the service was great. It’s one of their premium floors, so I did expect the room to have an ironing board. There was an iron, but no board. It was late, so I didn’t want to bother the front desk. Still, it’s definitely worth staying here.

The location worked well for me, close to The Domain and the Arboretum and not too far from downtown. My suite was roomy, with a separate living space that was handy for relaxing or working. I’d stay here again for the comfort and amenities. Breakfast was a highlight, especially the made-to-order omelets and fresh fruit, and I enjoyed being able to get snacks and drinks at the evening reception. The indoor pool, fitness center, and D.J.’s American Grill were nice to have on site. The hotel does show its age in a few places, with some guests mentioning worn carpet or slow AC. Parking isn’t free anymore and felt a bit inconvenient.