Home2 Suites by Hilton Austin East Side 5th Street — Hotel in Austin

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...

My family and I had a pleasant stay at this hotel. From the moment we checked in the customer service was friendly, and professional. We received a couple of complimentary goodie bags with water bottles and a can of sparkling water. A nice touch after a full day of traveling in a hot day. The hotel looks brand new, we didn’t use the pool but it looked inviting. The free breakfast was delicious, well put together with good selection of eggs, red skin potatoes and sausages, besides the waffle stations, fruit, pastry etc. however, where they really shine is on the omelette station. They have an omelette of the day menu, but they can still customize it to your preference. Felipe and Alexa took GREAT care of our omelettes. Every person of the staff that we encountered made eye contact and greeted us. Our room was surprisingly big, it had an actual bedroom a living room where my teenage boys slept in the sofa-bed in front of the tv, it had a full size fridge, dishwasher, a table for 4 and a long desk with an additional nested table to expand as needed. The bathroom is inside the bedroom and is huge, with a sliding farm door. We got the walk in shower which has a stool and an additional shower head, it was very useful for my son who is recovering from knee surgery.

The location is not one I would’ve chosen if I knew the city, however it didn’t really matter since we only came to sleep.

They have a secure garage that you need your hotel key card to access.

Overall, knowing the quality of the facilities and the commitment of the staff to make everyone’s stay a pleasant one, I’d stay here again if we come back.

Thank you to all the staff that is making this...

I can’t say enough great things about this hotel. From the very beginning Kristin Johnson went above and beyond to make sure our stay was enjoyable. Thankfully, our room was ready, so we were given two bottles of water and were able to check in a couple hours early. The rooms are spacious and well equipped with microwave, large refrigerator, cutlery, bowls, colander, glasses, bowls, coffee pot, mugs and even a dishwasher! There is plenty of space for all your belongings in the room. The outdoor area is very spacious with a separate area for the pool. There are two huge outdoor grills and tons of additional outdoor seating. Additionally, there is plenty of seating indoors, as well. The furniture is arranged in various groupings to accommodate large and small parties. This is also the area where breakfast is served. And, oh my. Breakfast! It’s the largest complimentary breakfast I have ever seen. Some of the offerings include egg frittata, fried potatoes, sausage links, boiled eggs, oatmeal, four waffle makers (and all the fixings), danishes, muffins, loaf bread, yogurt, apples, watermelon, pineapple, cantaloupe, bananas, oranges, granola, table with tortilla chips and all the toppings. The list goes on and on. We happened to be guests on a Tuesday and Wednesday night, and found out that on Wednesday, Thursday, and Friday nights a little happy hour with a select adult beverages and sodas are provided with all the fixings for taco bowls and hot dogs! What? It was enough for me to call it dinner. Again, I can’t say enough about Kristin as we saw her multiple times throughout our two day stay and she always made sure we were treated just...