Hilton Garden Inn Austin North

I found dried dog poop in my “premium king” room the morning after checking in late at night. The front desk’s first question was whether it was still there. They offered to take 10% off, about $20, but didn’t offer another room. The bathroom also smelled sour and foul, like unwashed skin folds around the toilet seat. Other problems kept piling up: the air conditioner fan sounded like a lawn mower, the elevators scraped loudly, and the lobby bathrooms were overwhelmed with deodorizer trying to cover a sewer smell. When I said at checkout that the discount wasn’t acceptable, the clerk said I should have requested a different room, called me hostile, then walked out and shut the door. I had to call Hilton national to complain and ask for a cleanliness inspection. There was also a pending $2 charge on my card, like other reviews mention for bottled water. I photographed the room, including the unused bottled water, before checkout. UPDATE: They did charge me $2 for water I didn’t use, and Hilton Customer Service says I have to take it up with the hotel. This was far worse than any other Garden Inn I’ve visited. DO NOT GIVE THEM YOUR BUSINESS!

The front desk staff were friendly, which was easily the best part of the stay. The lobby looked nice, but the room didn’t match it. It was dingy, with a dirty-looking carpet, only two lamps and very little light. There was no bathroom ventilation, the ceiling was peeling and might have had mold, and the toilet paper holder was tucked under the sink vanity. Towels were limited, and the room wasn’t serviced unless I asked. I had to pick up my own towels from the desk. I was charged for bottled water I didn’t drink, something that seems to come up in other reviews too. The elevators also made me wonder on every ride whether they’d crash or the doors would open. The desk staff deserve a better quality environment to work in.

The front desk, restaurant staff, and manager all gave me an abysmal impression. At breakfast, I was treated rudely for asking for fresh coffee instead of coffee that had been sitting for an hour. Getting the food line properly replenished also seemed to be an extraordinary request. Breakfast ends at 10, yet they were clearing it for cleanup at 8:45. I also rang the front desk bell several times and waited 15 minutes before anyone came to help, while another family who had just arrived was waiting to check in too. As a Hilton Honors Diamond Member, this fell far below what I expect, and even below basic hospitality. The one positive was the usual Hilton standard of cleanliness and upkeep. Otherwise, this was a disappointment through and through. I wouldn’t stay here again under any circumstances, and wouldn’t recommend it to others.

The rooms were clean, the beds comfortable, and the staff friendly. There’s also a nice little man-made lake beside the hotel. Just be aware that neither the continental breakfast nor the full breakfast is free. I enjoyed my stay and would definitely recommend the place.