Spark by Hilton Round Rock

The water from the downstairs filter tasted of chlorine, and the morning bagels had mold. When we asked for an extra pillow and blanket, the staff just said everything was already in the room. They weren’t nice to us here, and we won’t stay again.

We were left scrambling to find another hotel at the last minute, with my family and my three-month-old baby, and it was extremely stressful. Sam at the front desk was unhelpful and unprofessional. Although the website describes the hotel as dog-friendly, he wouldn’t let my service dog stay, even after I explained and showed the documentation. He also said he couldn’t cancel my reservation for two rooms, so he offered no solution. He handed me a business card for Hank Patel, supposedly the General Manager, but that person doesn’t answer calls. This was unacceptable service, and I wouldn’t recommend the hotel.

The last-day checkout problem spoiled my first stay at a Spark by Hilton. While I was at the airport, an email receipt showed a $20 charge for two hangers, even though I hadn’t taken any. I called the front desk, and the woman became defensive, saying staff check inventory every day. She scolded me that as a Hilton Honors member I should know, and I asked why there wasn’t an inventory sheet to check before entering the room. I said I’d dispute the charge with my card company and contact Hilton about the accusation and rude service. I was also surprised they hadn’t charged me for the extra toilet paper and soap I’d asked for. If you stay here, count the items in your room, including hangers and towels. Earlier in the visit, the location and first impression looked excellent, and I was greeted and found the room satisfactory. But water pooled in the middle of the tub during showers, so I had to push it toward the drain with my foot. Breakfast was disappointing compared with Hampton Inn and Homewood Suites: the hard-boiled eggs weren’t fully cooked. I also saw an employee refill the upside-down jug water station with tap water. Later, I received a text asking how things were, and I gave feedback that breakfast could improve. They seemed to take it constructively. I used points for the stay, so the $20 charge for two hangers I didn’t take was especially upsetting. I’ve stayed at many Hilton properties and never made a complaint before. It’s a shame my first Spark stay ended with this.

My booking was through a third party, and that company told me the hotel could waive the nonrefundable terms for weather or other natural causes. I had to cancel because of the weather, but the hotel refused and kept my $300. The service was rude and completely unaccommodating. They say the booking was nonrefundable, but the third party said the hotel had the ability to override it. I feel like they took my money for nothing. Avoid this place.