Hampton Inn Austin East Side 5th Street — Hotel in Austin

I travel so much for work and this is one of THE best hotels I’ve stayed at in 8 years; this was for vacation. I will be back.

Loves: *Beautiful, clean, well-lit hotel in a safe neighborhood. *GREAT customer service. *Excellent breakfast. *Very kind staff. *Outdoor grills-I’ve never seen that before! *Near to so many great restaurants, things to do and downtown. Christmas lights, botanical gardens and more. *Great breakfast, especially the pineapple. *Friendly staff that was always welcoming. *Very comfortable bed and pillows.

Not so loved: *$35/night parking; that pricing should be valet. *Evening reception was ok.

I traveled to Austin on a whim and solo. This hotel is imbedded in a neighborhood that felt safe enough to walk around day or not. Well lit with an option of paid gated parking ($35/night) or no-cost street parking.

I arrived on a Wednesday and met Kurt who was professional, accommodating, and helpful. I requested a quiet room away from the elevator or cleaning closet. I was given a very nice room but it was next to the train tracks. He told me that there is no train horn and it would be a quiet room. It mostly was but if you are a light sleeper then don’t choose these rooms. The bell from train is not loud but I hear everything so it woke me each morning. On the weekend the music was loud from the parties at the event space across the tracks. Kristen saved the trip for me because she offered me earplugs, no one else did that. I had no issues after that and slept soundly.

Mariah and Svea were the ones I saw the most and they provided EXCELLENT customer service and great smiles every time I saw them. I felt extremely welcomed and well taken care of.

One of the breakfast staff, I think her name was Maria, was so accommodating to me. On my last day I wanted pineapple and she made sure I had some. I can’t believe how great their fruit is even in the winter! I appreciate her going above and beyond for me.

Last, their Chief Engineer, a female (girl power!) named Ari was so helpful. I had a tough time figuring out the AC unit so she had to come to my room several times but she never made me feel like a bother and was so kind each time. I finally figured out the AC unit on day two.

I am waiting for the dates to open up so I can come back the same...

I recently stayed at this hotel (8/16/24 - 8/19/24) after driving over 14 hours, and the experience was a complete disaster from the start. Upon check-in, I was informed that my original reservation had been canceled by the staff in error during check-in, and to make matters worse, I was charged a $65 cancellation fee. The hotel staff told me there was nothing they could do on-site and that I would need to contact customer service. Eventually, they rebooked my room at a significantly higher rate than I originally reserved. After a 30-minute ordeal, they switched me to a Home2Suites at a discounted rate due to the confusion and inconvenience. Things only got worse when we finally made it to the room and were greeted by not one, but three roaches. I immediately called the front desk, and they moved us to the room next door. The rest of the stay went smoothly, but it hardly made up for the initial nightmare. Fast forward nearly two weeks later, I received an email from Guest Service Manager Kristen Johnson stating that the hotel staff, who she mentioned were new, had failed to charge me taxes during my stay. They requested a tax-exempt form, which had never been mentioned during my stay. I tried reaching out via phone and email to Kristen and another manager, Hector, but both completely ghosted me. Instead of resolving the matter, I was hit with an unauthorized $70 charge on my account (on the same day I reached out 8/28). In short the overall experience was terrible, unprofessional, frustrating, and unacceptable. While the staff is new they are unprofessional, unaccountable and lack the needed training to successfully do their job. Save yourself the headache and stay somewhere else I will never stay at this hotel again and strongly advise others to avoid it. The photos included are the cancellation email received at time of check-in done by staff that night, email communication with the manager and how they never responded, and the unauthorized charges...

Disappointing Experience – Would Not Recommend

We stayed at this hotel last week and unfortunately had a very disappointing experience from the moment we arrived. When we first checked in, we were told our room was ready, but when we went upstairs and opened the door, it was clear the room hadn’t been cleaned at all—there were still signs of the previous guests. We were then given a different room, which was located right next to a loud air conditioning unit or utility box. The noise was constant and extremely loud every time the AC turned on and off, making it impossible for all four of us to get any sleep that night.

The next morning, we went to the front desk to ask for help moving to a different hotel. They told us that because we had booked through Hotels.com, we would need to contact them directly. After being on hold with Hotels.com for over an hour, I saw that the customer service representative at the front desk actually received a call from them—but she denied it and claimed they hadn’t been able to reach each other. It felt like they were working together to avoid helping us or issuing a refund.

We ended up switching rooms again, for the third time, and were told this one would be quieter, farther from the AC system—but it was just as loud. Again, no sleep.

When we asked for room service, they didn’t change the bed sheets or pillowcases. I had to take the pillowcases off myself and leave them on the floor just to make sure they would get changed the next day.

The beds were uncomfortable, the pillows were old, and we all woke up with sore necks.

The only positive part of our stay was the breakfast. It was very clean, had great food options, and the staff working the buffet were kind, helpful, and professional. They were the only highlight of our stay.

Overall, I would not recommend this hotel. The noise issues, poor cleanliness, and lack of honest customer service made it a very...