Lake Austin Spa Resort — Hotel in Austin

I received a gift certificate from my boyfriend for a Half Day Spa Package. I wasn’t able to make a reservation until almost a year later. I’d been hearing for years how great LASR was and for the price my boyfriend paid for the package I was expecting to be “wowed”. Instead, I was terribly disappointed. The person who checked me in was nice. However, I expected a map or an actual tour, since they tell you to show up 30 minutes before your appointment time. Instead, I was given verbal directions for each area of the spa and expected to remember where everything was. The young woman who gave me my robe led me into the locker rooms and said choose any locker you want and started to walk away. I mentioned to her before we walked in that it was my first time there, so I had to stop her from leaving to ask how the lockers work. I had to try four different lockers before I could get one to work. There was no private changing area so I had change in a bathroom stall. None of the bathroom stalls had working locks. The robe I was given was too small but I was told there were no other sizes. I went to the waiting room for my first treatment and my massage therapist was 3 minutes late. The massage was just ok. After that I ordered lunch. Again, for the price, I was expecting an amazing meal, instead it was mediocre. The salmon was not fresh. The Bloody Mary was just meh, no vegetables or anything fancy. Plus, it’s not included in the package price. You have to pay extra for alcoholic drinks. The other non-alcoholic drinks are self serve. SELF SERVE. You pay hundreds or even thousands of dollars for services and you have to serve yourself. The coffee was disgusting. I walked around the grounds and many of the plants were dried and/or dead. There was no direct route down to the lake (which is actually a river). I was still having issues with my robe so I had to go back to the locker room and insist on being given a men’s robe. Next I had my facial. The aesthetician was very sweet. I enjoyed the facial. Unfortunately, when we went to the boutique none of the products she had recommended for me were in stock. Lastly, when I checked out there was only one person working at the desk. The woman in front of me was taking forever, booking multiple services for her and her grandmother. Finally, someone else clocked in and checked me out. I told her I had a gift certificate. She proceeded to tell me that the prices had increased since my gift certificate was purchased so I’d have to pay the balance due. Seriously?! That’s not how gift certificates work. You honor the price paid. I’ve never heard of a business demanding a client pay more than what originally the gift certificate was originally purchased for. That’s just bad business. I told them I would not be paying any balance. They told me they’d have to check with reservations and they’d get back to me, but that I was free to go. I had my boyfriend call them and resolve the matter because I was so frustrated.

For the prices this place charges I would expect a pristine location, something super fancy and upscale. Instead, you get outdated facilities, mediocre food, old dusty furniture (think your grandma’s lake cabin), dead plants, sub par customer service, somewhat decent spa services, and attempts to overcharge you. STAY AWAY!

One additional note, they don’t tell you beforehand that they have pools you can use, so if you don’t bring a bathing suit you’re SOL. Or you can buy an overpriced bathing suit in one of their...

Overpriced, understaffed, and underwhelming. My family gifted me a day spa package and I was very excited for a relaxing getaway. I have been visiting this spa off-and-on since it opened. This visit paled in comparison to previous visits and will be my last.

Something has changed here and not for the better. The once stellar customer service was nonexistent and so was the staff. No one answered the call at the gate and was prompted to “leave a message”. My front desk greeting was rushed (they were doing an on-site photo shoot) and I was dumped in the locker room. Thankfully, the attendant there was very kind and directed me during my stay.

The masseuse and esthetician were very kind, but both services felt rushed. My massage treatment adjoined the wall to bathrooms, so I was treated to the sounds of slamming doors and flushing toilets throughout. No amount of spa music could drown that out. Told front desk – didn’t care. The only other service my package allowed was a facial which I avoid due to highly sensitive skin. The booking agent assured me the Vitamin C facial was the gentlest. Therefore, I was highly confused when the esthetician started explaining treatments to puncture and shock my skin. After figuring out the computer mix-up, we circled back to my original selection which we couldn’t complete due to a peel. I was left with a cleanse and sales pitch of all the products smeared on my face. Again, not relaxing.

The buffet was minuscule and ridiculous. Most spas have fresh fruit/vegetables options, juices, etc. The “wholesome, abundance” of a buffet was a pathetic assortment of 3 dips, chips, cookies and brownies. The lunch options were adequate, but many omitted any proteins. It was steakhouse prices for a hotel continental breakfast. Highly disappointing.

The one constant is the immaculate outside grounds. Unfortunately, the inside amenities are losing their luster. Several items were broken or in disrepair. Even the Blue Room seating is starting to sag. I couldn’t believe my robe had a huge hole where someone had torn off the tie back. The luxury label is waning along with their service and attention to detail.

There are too many luxury spa options in the area to be stuck...

I have made 6 phones calls/voicemails/messages to the general manager about a refund. None of my phone calls have ever been returned. I did speak to the general manager one time and she said that she would give me a partial refund. The partial refund has never been applied. Not sure why she still has a job there if she can't call me back and lied to me about the refund. I was told she was the escalation point.

The rooms are old and outdated. The rooms smell like mold and mildew. They put a diffuser in the room to cover the musty smell. The fragrance from the diffuser is overwhelming and caused a headache even after the diffuser was removed. Even though I booked a king room, all they could offer me was room 18 which had 2 queens. The room had a sloped floor due to foundation issues. The TV did not work. The lamp did not work. The shower door did not go all the way to the floor and I stepped out into 3 inches of water on the floor due to the inferior shower door. The garden library smells like mold and mildew. The food was fine - not organic, some processed and ultra processed food is available. The chef was extremely pleasant and took great care of me.

The staff seems to work hard and is very professional. Unfortunately, the staff has no authority to resolve complicated issues or financial issues - so nothing gets done. When I was onsite, I was told the general manager was unavailable and it could be hours or days to hear back from her. Again, 6 calls to the general manager over 2 weeks and nothing has been done. No email, no phone calls, no refund, nothing. The general manager ruins all the hard work her employees put in.

This is not a wellness hotel. This is a toxic environment with a mix of chemicals and mildew/mold in the rooms. There are many other better options in Austin to spend...