Hilton Garden Inn Austin NW - Arboretum

Our cat got out of his carrier outside the hotel, and the staff found him while I was searching around the perimeter. They came to get me, and I’m so grateful for how kind and understanding they were. They deserve huge kudos. The hotel itself was great too: clean, comfortable beds, and a reasonable price. Excellent experience, and another big thank you to the staff.

The room was dirty, with spots on the bed, floor, and in the bathroom. The TV barely worked, cutting in and out and losing both sound and picture, and something was wrong with the air conditioning. Then the smoke detector started chirping about a low battery at 3 a.m., so I didn’t get decent sleep. Check-in was a mess too. The male front desk worker gave me the wrong room, so I had to go back to fix it. Less than ten minutes after checking me in, he didn’t recognize me and made me go through a second verification. The ice machine was broken, with water and ice all over the floor, a strange odor, and a mop bucket nearby. The other ice machines were out of order as well. This was truly awful, and I won’t repeat it. Save your money and get a motel; it’ll be cheaper and a better experience.

My delayed flight bag was supposed to arrive early in the morning on my first night, and Rhonda and Stephen made sure I was comfortable and had what I needed while I waited. They were especially helpful and understanding throughout. The double queen room was clean and quite spacious, and the pool, fitness center, and common areas were all clean and well maintained. I really enjoyed my stay. It’s a little far from downtown Austin, but for the price and service I’d stay here again without hesitation.

I was extremely disappointed by how Rhonda treated me at check-in at Hilton Garden Inn Austin Northwest/Arboretum. She raised her voice, spoke down to me, and wagged her finger while insisting that my confirmation number was wrong, even though I answered politely. When I asked her to calm down, her behavior didn’t improve. I had to ask for her manager to finish checking in, and that was the only way to resolve things. I’ve never been treated so disrespectfully at a hotel, and I won’t stay here again or recommend it. Update: I later saw many other guests report similar experiences with the same receptionist. It seems management knows about the issue but has chosen not to address it.