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Reviews of Embassy Suites by Hilton Austin Arboretum

3.5 out of 5
Embassy Suites by Hilton Austin Arboretum
9505 Stonelake Boulevard, Austin, TX

Reviews

7.6

Good

Rating 10 - Excellent. 412 out of 1002 reviews" "
Rating 8 - Good. 221 out of 1002 reviews" "
Rating 6 - Okay. 166 out of 1002 reviews" "
Rating 4 - Poor. 118 out of 1002 reviews" "
Rating 2 - Terrible. 85 out of 1002 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

7.4/10

Amenities

7.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

6/10 Okay

Kathleen

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Facility definitely needs improvement in rooms. Only one elevator worked. Location good but building needs upgrade
Stayed 2 nights in May 2024

10/10 Excellent

Cristobal

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved our stay!! Clean, quiet and comfortable in pretty setting. We’ll go back!!
Stayed 1 night in Apr 2024

2/10 Terrible

Alice

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Shower non functional; telephone did not work; bathtub drain did not drain; only one towel and washcloth and since phone did not work we had to go to front desk to request a second; info we received said there was a shuttle to the airport but there was not; info we received said the restaurant was open Sunday and Monday night- it was not. We have stayed at dozens of Embassy Suites and this was, by far, the worst.
Stayed 3 nights in Apr 2024

10/10 Excellent

Ding

Liked: Cleanliness
Stayed 1 night in Apr 2024

2/10 Terrible

Heather, Austin

Disliked: Staff & service
When my husband and two boys went to check in, they were told that the elevators weren't working and offered a room on the 4th floor. We are still trying to negotiate a refund. Very unhappy.
Stayed 1 night in Apr 2024

4/10 Poor

Thomas, Dale

Travelled with family, Business traveller
Disliked: Amenities, property conditions & facilities
The couch bed had wires stabbing my daughter n looked felt extremelt old n uncomfomfortable
Stayed 1 night in Mar 2024

8/10 Good

Philip

Travelled with family, Travelled with family and small children
Liked: Staff & service, amenities
They came through when we couldn't find anywhere else to stay. Very accommodating and nice.
Stayed 5 nights in Apr 2024

10/10 Excellent

Katharine

Liked: Cleanliness, staff & service, property conditions & facilities
Staff was helpful
Stayed 7 nights in Apr 2024

10/10 Excellent

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities
Loved our stay. Only bummer was that out of two elevators, one was broken so long elevator wait times. I wouldn’t step foot in the pool. Very cloudy and murky. Other than that, it was lovely and breakfast was delicious and you get two free drink coupons for their happy hour.
Stayed 2 nights in Apr 2024

4/10 Poor

Sandra

Travelled with family and small children
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
It was a great location. There was a movie theatre close enough to walk to and also a Mexican restaurant next door that we could walk to. They also had a very nice breakfast area and plenty of seating. This used to be a very nice place to stay but it has fallen on hard times. Air conditioning was not available, the indoor pool was cold as ice and it looked dirty. Hot tub was very hot, and the suite we stayed in was old and some of the fixtures didn't work. The houskeeping staff spoke no English, and it was not easy communicating with them. The prices were high and since I booked this hotel on Expedia, I was told that I needed to contact Expedia to see if they would help me. I stayed during the Easter break to visit my grandchildren so I stayed because I didnt know if I could book another hotel. I stayed and paid for three nights.
Stayed 3 nights in Mar 2024

2/10 Terrible

Danya

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was unbearable as we had no AC, sheets that didn’t fit the beds, 1 towel, and no Wi-Fi and 1 working elevator for the entire building. The location was perfect, and the little dog park area was great but boy this place is a disaster.
Stayed 2 nights in Mar 2024

8/10 Good

Megan

Travelled with family
Liked: Cleanliness, staff & service
Upon arrival, the night shift front desk attendant was very friendly. Breakfast had a great selection and the attendants were quick with service. The cocktail hour was a nice touch for 2 tired parents with 3 little ones. Simple, easy food selection even the kids could snack on. Also the front desk staff was helpful in pointing out attractions to do as a family. We were just at an embassy in Chicago and they were getting updates so I did ask the front desk about this and they will be getting renovated as well. I will never give a hotel a lower review on facilities unless unbearable and poor customer service. I will say I do hope they work on the pool maintenance. The pool was an ice bath. And I noticed a ceiling very dark and discolored (I don’t want to say mold because I am not an expert). We just started selecting embassy suited because of the additional perks for the kids but sadly the pool was not swim-able. We made the best of it and hung out in the hot tub. The access to an outdoor area was also great on a warm day. Location was great to get on the highway and not far from downtown. We thought this area would be a little more walkable but we had transportation so it wasn’t the end of the world.
Stayed 2 nights in Mar 2024

10/10 Excellent

Farideh

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

4/10 Poor

Matthew

Travelled with family, Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The property is in really rough shape. Stains all over the walls and carpet, didn’t look like it had been cleaned in a while, there was a dirty washcloth in the shower so I know that at least that hadn’t been clean. Pull out sofa was super uncomfortable and that was from kids that sleep on pull out sofas everywhere we go. Torn wallpaper, musty smell, constant shortage of towels, pool area was gross but at least they were using chlorine because it was burning our eyes even though we were outside of the pool watching the kids. Only one elevator worked so we took the stairs the whole time because it would take forever. And it was still $250/night. Breakfast was good though and the staff was super friendly.
Stayed 2 nights in Mar 2024

2/10 Terrible

Dodie

Disliked: Staff & service, property conditions & facilities

10/10 Excellent

Reginald

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024

10/10 Excellent

Byrious

Stayed 1 night in Mar 2024

6/10 Okay

Liliana

Travelled with group
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Breakfast was great. The property could use some serious maintenance to give it a more up to date feel (starting with the broken elevator). Very inconvenient that my room was not ready at the time of check-in, especially for a property with this brand’s standards.
Stayed 2 nights in Mar 2024

2/10 Terrible

Misty

Travelled with family
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
1 of the 2 elevators worked. Pool was filthy, layer of sludge on top of water. Hot tub had a layer of dirty foam on top. Shower had mold in cracks and corners and rust from top to bottom of shower edge.
Stayed 1 night in Mar 2024

4/10 Poor

Peter, Surrey

Business traveller
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I enjoyed the free drink Happy Hour and the breakfast was pretty ok. The workers there seemed genuine and hard working. However, the hotel is run down and 1 star at best. One elevator was broken and the other was very slow. I took the stairs from the 5th floor many times. This place needs a serious renovation. The pool looked dirty. Does any audit the star ratings on Expedia? I'd be shocked if anyone could prove to me how this place earned its merit. It looks like the last time it was anywhere near mediocre was 1994. I will not stay at an Embassy Suites again because of this experience.
Stayed 4 nights in Mar 2024

10/10 Excellent

Janeth

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
upon entering the building you can feel the environment is relaxing with all the real plants placed throughout the hotel. gives a real zen feeling. Definitely would stay here again
Stayed 2 nights in Mar 2024

10/10 Excellent

James

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was convenient everything was close too eating areas and shopping!!
Stayed 2 nights in Mar 2024

6/10 Okay

Marilyn

Liked: Cleanliness
Disliked: Staff & service
Stayed 2 nights in Mar 2024

2/10 Terrible

Mackenzie

Stayed 2 nights in Mar 2024

2/10 Terrible

Majed

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was dirty cereals on the floor , two towels only , sofa bed was broken and when you sit on the sofa you sink , the furniture was so dirty . When you open Faucet water gushes from under the sink
Stayed 1 night in Mar 2024

4/10 Poor

Rosemary

Disliked: Staff & service
We had an awful time here. We stayed two nights, 4 adults. They put us in a one room king suite even though we had booked a double. Contacted the property and they had no doubles available. They did offer us a one night refund which was okay but on our first night we were stuck next to some very loud young girls. They refused to turn off their music and they were up most of the night. Staffing didn’t do anything about it. Also with 4 adults, we only got 2 towels and one pillow in the pull out couch. I asked for more and they just took the same two towels and brought two more. Overall, the only good thing about this place was the breakfast.
Stayed 2 nights in Mar 2024

10/10 Excellent

Yolanda

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent breakfast options! We enjoyed the happy hour also. Had a few drinks before leaving for a concert!! Front desk lady was very kind. I recommend staying at Embassy suites! We stayed in Dallas,and now Austin! Both met our expectations! You just can't beat made to order omelettes,hot cakes, sausage and other varieties of breakfast options! Very good!!
Stayed 1 night in Feb 2024

8/10 Good

Emmanuel

Stayed 1 night in Feb 2024

4/10 Poor

william

Disliked: Amenities, property conditions & facilities
Only 1 working elevator in a large hotel
Stayed 1 night in Feb 2024

10/10 Excellent

Yu

Stayed 1 night in Feb 2024

2/10 Terrible

Nada

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Customer Service and cleanliness were terrible. Found bed bugs and no one cared when we complained. Very rude front desk lady. Very disappointed because I stayed at Embassy Suites By Hilton at different locations and they were very good, but this location was very bad. I hope the hotel management will be aware of who they will assign to help at the front desk.
Stayed 1 night in Feb 2024

4/10 Poor

Jamall

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness
Lobby area and curb appeal was nice. Learned facility was under construction upon check in. Only one working elevator. Also, air conditioning did not work in our room which made for an uncomfortable stay with two small children. Rubber stripping lined on bathroom floor to prevent water from running out of shower. Stripping was peeled and water was all over the bathroom floor. Room did not meet my family expectations for staying at Embassy Suites.
Stayed 1 night in Feb 2024

10/10 Excellent

Franchesska

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful facility, I enjoyed every moment of my stay!
Stayed 1 night in Feb 2024

8/10 Good

Lawrence

Travelled with partner, Travelled with group
Liked: Amenities
Our room was large and comfortable. It’s an older hotel but appeared clean. The breakfast was excellent. Unfortunately, half the elevator capacity was disabled in our area and we typically had waits of 5 minutes for elevator service.
Stayed 1 night in Feb 2024

10/10 Excellent

Michele

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the indoor pool & hot tub. Would like to see the indoor pool a bit warmer in the winter. Great place to take the kids. Love happy hour & the breakfast.
Stayed 1 night in Feb 2024

6/10 Okay

Jorge, Alamo

Travelled with family
Liked: Staff & service, amenities
Hotel needs upgrade on rooms and elevators too slow too slow. Only one working and it took me one time over 20 min just to go down to lobby.
Stayed 1 night in Feb 2024

8/10 Good

Jay

Travelled with family
Liked: Amenities
Great made to order free breakfasts. Beautiful atrium. However the property needs much more maintenance and attention to detail. The door handle on the inside of the bathroom door in the pool area was broken and not repaired over five days. Plates were left on tables in the elevator area for days without being removed. One of the two elevators was out of service and had been so for some time. Getting up and down was very very slow. Desk personnel were frequently gone.
Stayed 6 nights in Feb 2024

8/10 Good

Nancy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay.
This is our go-to hotel when we visit family in Austin because of convenience and location. Great breakfast buffet in the mornings, and although an older hotel, the rooms are clean. The stay this time was great except for one small detail...only one of the elevators worked, and it was terribly slow. Minor detail...unless you need to be somewhere.
Stayed 1 night in Feb 2024

8/10 Good

Ashlee

Liked: Cleanliness, staff & service
The staff is super friendly and informative. The facility is clean but need to be updated. Only one elevator was working but it is super slow and the hot tub wasn’t working either. I wish the bathroom was updated as well. However I thought it was a good deal, friendly staff and clean facilities.
Stayed 1 night in Feb 2024

6/10 Okay

Dawn

Travelled with family, Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not Worth The Price
VERY OUTDATED!! Room was not clean missing items in room. Unstaffed and while staff was nice did not acknowledge issues. Bed was comfortable. Air conditioners are so loud in room it smells musty. Stained furniture. The best thing about breakfast was omelette station. However day two food ordered and never brought to our table so we left. The other food was semi hot. Everyone who works there was very nice. We had four people in our room only 2 towels and 1 was cloth. I asked for another room because this one was missing minibar that was paid for and it looked like the room was still in process of being cleaned and stocked. I was told there are no rooms available to switch us. I had to ask three times for mini bar items. We asked for towels again as well. Pool and hot tub were disgusting. They both had a dirty fill you could clearly see. This hotel needs a major deep clean and remodel. If not a remodel a deep clean and more upkeep. One elevator broken and one that was so slow it barely moves. This is the worst Embassy we have ever stayed at.
Desk chair stained
This was the minibar no items
2 towels and floor towel only
Lamps stained
Stayed 2 nights in Feb 2024

8/10 Good

Nicholas

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Rooms were very clean and well kept. However broken elevator, nasty pool and hot tub was cold. Breakfast and happy hour was nice though.
Stayed 3 nights in Feb 2024

10/10 Excellent

Lettia

Travelled with group
Jordan was so friendly when we arrived. He made us feel welcomed. The hotel was clean and smelled fresh. The breakfast was great. The only thing I can say negative about our stay was the elevator was very slow and there was only one working.
Stayed 1 night in Feb 2024

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
No cold water in dated hotel
First room was musty and didn't seem clean. There was no cold water in the shower the following morning so it was challenging to take shower w/o burning my self. Ask for a new room which I didn't get until that evening staff seem to concern about the state of thing and didn't really bother to apologize even though I am guessing they new about the problems with the rrom.
Stayed 3 nights in Jan 2024

6/10 Okay

Jennifer

Stayed 1 night in Jan 2024

8/10 Good

Katrina

Liked: Cleanliness, staff & service, property conditions & facilities

6/10 Okay

Liza

Travelled with family, Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 3 nights in Jan 2024

6/10 Okay

Cathleen

Disliked: Property conditions & facilities
This property has not been updated in a long time and is showing its age. The staff was friendly although they appeared understaffed often especially in the housekeeping department. That being said, the property is in a good location and there are a lot of food and activities available nearby.
Stayed 3 nights in Jan 2024

6/10 Okay

Suzanne, Georgetown

Travelled with family and small children
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Ordered Preferred snack package. It wasn’t in our room upon arrival. Front desk corrected this. Day 2 I had to call again for the snack tray. If I’m paying almost $80 for approx $15 retail value snacks, you best have it in my room and on time! Food options for dinner were just ok. Coffee could be stronger. Breakfast was pretty good. Room and lobby furnishings worn- needs updating. Registered for 3 guests- enough towels for 1 1/2 guests.
Stayed 2 nights in Jan 2024

6/10 Okay

Tommy

Liked: Cleanliness, staff & service, property conditions & facilities
The shower did not have enough hot water either on Saturday night or Sunday morning. I texted the same lady that asked how things were going right after check in and told the front desk at check out. No response Breakfast was good though
Stayed 1 night in Jan 2024

2/10 Terrible

Roger

Travelled with group
Disliked: Cleanliness, room comfort
Our stay was terrible. I got stuck in the elevator. I cut my hand on a chair that was so old and had a nail sticking out of it. The room furniture was dirty. There was no hot water in the shower. I will never stay there again I did put in a request for the assistant general manager manager Christie to call me.
Stayed 3 nights in Jan 2024