Holiday Inn Express & Suites Austin NW - Four Points by IHG — Hotel in Austin

What a lovely, peaceful area to build this uniquely-situated hotel! The views from the West-facing rooms, the pool, and dining area —- the tops of trees in the adjacent reserve and the surrounding hillsides —- beautiful! It gave me a “feeling” of being very far away from the city of Austin. ||The hotel is lovely, clean, and is very well maintained. When we checked in, we received a friendly “welcome,” and were recognized/thanked for having IHG member status. We got to spin the wheel at the front desk to get a welcome gift, in addition to the 500 IHG welcome points added to our account. We were traveling with our two-year-old grandson, and he was offered a lollipop. That may have been his first experience with a lollipop, and he loved it! We appreciated the complimentary container of ice-cold water and cups near the front desk. ||The room itself was as advertised: A small fridge with a tiny freezer; a microwave; a Keurig coffee maker with 3 complimentary k-pods; a selection of different types of pillows; a night-light for the bathroom; a combination tub/shower; ample supply of towels; comfortable bed linens; black-out curtains; and a combination (below the window) heater/air conditioning unit. The air conditioner did a very good job keeping us cool. The room was well insulated. (We were on the top floor away from the elevator.)||What a unique pool! It was very sunny, but we could enjoy the pool while being shaded. However if you want sunshine, the spa and some of the pool are not undercover. ||Breakfast was typical of the IHG chain: Fruit consisted of apples and bananas; scrambled eggs one day; eggs (taco-shaped) the next day; sausage; bacon; biscuits; gravy; yogurt; misc. muffins/sweet breads; cinnamon rolls; pancake/waffle maker + more. Staff were fast to re-supply. And on the weekend, breakfast hours extend to 10 a.m. We had read a review complaining about the need for the weekend breakfast hours to be extended, so that was a nice surprise. ||Our GPS got us to the mixed-used development, but not right up to the front door of the hotel. Be mindful that it is tucked in the back of the commercial development within walking distance to a cinema, restaurants, and other businesses. We walked out of the front door of the hotel and into a really good Mexican restaurant in just a few minutes. Behind the Mexican restaurant is a really nice, shaded playground which our grandson enjoyed. That was also a nice surprise! ||If I were to be extra picky, I’d mention that the hotel only has one elevator—-but it was never a problem for us regarding wait time. And I’d suggest that the pool towels be larger. (I’ve never seen such tiny pool towels.) But that in no way impacted our enjoyable two-night stay. ||I would stay at this hotel again...

Made a reservation a month before my stay, only to arrive the day of and being told by the Front Desk employee the reservation could not be found, despite showing him my email and app confirmation. He then stated it could not be found, and I did not have a stay for the night, and the pricing could not be honored, that he couldn't do nothing about it and I would have to call Corporate to get it resolved. I called, and they just re-directed me to the Front Desk that they would call, to which they then stated it was up to the local manager to approve the pricing, but that if they didn't they have a corporate manager on standby to override them. Ultimately, after nearly 30 minutes I was finally checked-in.

After then, I emailed Customer Support to get an explanation as to why the issue occurred and why it took so long and so much run-around to get the issue resolved. Its been two weeks since contacting customer support and I have yet to get a clear response, I was also told I would be contacted by the hotel manager, which took over a week and still without a clear explanation. Just today, I then got a response from Customer Support with another customer's information to which I called Customer Support only to be told, all of the previous responses did not pertain to my issue but rather the other customers, but they could not provide me with responses to my issue nor could they explain why I got another customer's information or whether my information was also mis-shared and then I was hung-up on. The only thing they've attempted to do to resolve this is throw complimentary points at it, to which they did not fully deliver either.

Its concerning that both at a corporate and local level with this location, proper customer service is not being delivered and now on the corporate side, its also concerning a different customer's information is being mis-shared and privacy does not seem to be a concern to them.

In addition to this, once in the room, the remote for the TV didn't work, and the hallways seemed run-down with a...

The 1 star review is for the Manager's customer service. We have been Holiday Inn customers for about 4 years. The hotel is good, breakfast is great, but the understanding of his Manager: Harry FOM is zero. Here the details: I made a reservation with booking from July 27,2023-July 31,2023. Due to unexpected health issues I had to cancel the reservation. I contacted Booking on July 19 to let them know about the cancelation (8 days before the check in date). Booking sent the Hotel an email asking for a response/confirmation to cancel the reservation. Booking was ready to proceed with the cancelation, they just needed confirmation from the Hotel. The hotel NEVER ANSWERED (on purpose???). On July 27, I called Booking again for the 2nd time, they said they never received confirmation from the hotel. BOOKING sent them a 2nd email asking for confirmation/response to proceed with my refund. The hotel NEVER ANSWERED (on purpose???). I talked to a front desk lady from the hotel on 7/27 ,so they were aware of the email and they could check and answer to the email (thing that never happened). On August 1st. I CALLED BOOKING for the 3rd time (same story, they sent a 3rd email to the property). The hotel did not answer. When I called the hotel I asked to speak with the Manager: Harry FOM ( I found his last name on the emails because he was "not comfortable" sharing his last name). Harry was very rude, prepotent, arrogant and he told me he denied the cancelation request (because he was "strictly following the rules". He did not care I was sick (pregnancy complications), he just cared about the money. He charged Booking for the 4 nights even though they knew I was not going). I was aware if I did not show up I was going to be charged the first night (wich I agreed and I understand), but not the 4 nights. That's INSANE!!. This guy :Harry FOM needs more training/empathy and customer...