Embassy Suites by Hilton Round Rock — Hotel in Round Rock

Stay away if at all possible. Very noisy rooms. On Sunday, Aug.18, 2024, after a long drive we stopped at the Embassy Suites in Round Rock for a rest, we are both over 70. 1- the 2 EV chargers in the back asked for “credentials”. After trying both, I went back to the Front Desk for help to obtain “credentials”. Three employees there had no clue. They asked me to go back out and check again. No luck. I was sent back in 108º heat to wait, and they will send a tech. The tech finally came out but couldn’t help so he called in and handed me his phone. The Front Desk manager Stephanie asked me to scan my credit card for some mystery charges. I went back in and asked her why their website did not mention any charges. She assured me that it did. I have used free chargers at other Embassy Suites so I was surprised this one charges. As I already knew, their website does not mention any fees for EV charging. 2- Next, drenched in sweat, we decided to go get our rest. It turns out both the adjacent, connecting room and the one directly above us had loud families with unruly children and hapless parents who screamed randomly at the kids. After 2 hours with no rest, we asked for another room. The attendant somehow knew about both noisy rooms and switched us to a room next to a utility room and across the elevators. Really? 3- Then the new room key didn’t work. We went back down to find out that the electronic key system had frozen and that the night shift employee may know how to troubleshoot it. In the meantime, to go in we have to ask the attendant, when not busy, to come up and let us in. We gave up on the shopping trip and just stayed in the room. 4- When we finally wanted to turn in for the night, we found out that the electric outlets on each side of the bed did not work. Behind the nightstands the whole electric/phone panel had been pulled out and left with electric cables hanging out. The only phone in the room was dead. So we could not connect our medical devices for the night and had to sleep without them.

We asked to speak to the GM but the Front Desk manager assured us that nothing could be done and that the GM would reach out to us soon. It is now Sept. 7, and after numerous messages and phone calls to the hotel, the GM, Ms. Karina Diaz has not called or made any contact with us as promised. Ravi at Hilton Corp. Customer Service emailed to say we will be contacted within 3 days. After a week, and another message telling him there was no contact from the hotel. He wanted me to contact them directly. Ha!

The staff from the GM on down do not understand the word hospitality means. Service is the reason you are there. If you provide us with poor service and fail at your primary function to provide us with a room to rest, at least have the decency to hear us out. Serious training for the whole staff is badly needed. Please...

Advise Against Staying Here.

I came to my room one evening around 8pm (after being gone since 7am) to find that my door was propped open, presumably by the housekeeping staff during the day since the bed had been made. And it was very visible as you walked by that the room was open.

So I called the front desk and it rang about 8 or 9 times. Finally, someone answers and asks if it’s ok to be placed on hold. Before I could even say anything they put me on hold for another minute or two. Why even ask the question if it wouldn’t even matter what the guest says? When the front desk answered I told them that they should at least wait for the guest to say something. But it shows that the guests are nothing but another number to them the moment the hotel already is charging you for a room.

I explained what happened about my door being propped open, presumably for hours with my stuff in my room open for anyone to take. And the response was the least sympathetic “I’m sorry.” It also sounded like they weren’t even paying full attention to begin with.

I then asked if this was common practice at this hotel to leave guest rooms propped open for hours into the evening and their response was a “oh, well I don’t know what happened.” Again, this person sounded annoyed that I would even be bothering them about my room being left open by the hotel staff.

I reiterated how poor service this was and about the room being open and their response was, “Well what do you want me to do about it?” The way he said it was just so snarky and clearly someone who didn’t care. So I said, as a manger myself I would make sure the right people know to coach their employees. And finally he indicated that he would tell housekeeping about it. Why should it take so much effort on my part for the hotel to finally say that they would speak to housekeeping? The man at the front desk was clearly not interested in helping at all. And who knows if he even told anyone about my concerns.

Given that several other reviews have mentioned potential thefts, I wouldn’t be surprised if this is what they do to leave your doors open and then have someone they know enter those rooms and take...

This hotel is very new, so most things are in good shape and it makes for a nice stay.

My wife and I got off to a bit of a rough start. Our room on the third floor was directly over Bar Louie, which has loud music until late in the night. Without proper sound insulation that music was very much a presence in our room, not what we really wanted. The staff switched us to a different room for the remaining nights of our stay, and once on the other side of the hotel the problem was gone.

Hilton offers a digital key as part of their app, and I normally use it, but for some reason my digital key was never delivered - the Hilton app said it had been requested, but I guess it never got sent. They also promised that I could use the app for room control, turning on and off lights and the light, but that turned out to be a bit of bait and switch - all I could actually do was control the TVs, and that was actually easier to do with the remotes than with the Hilton app on my phone.

The breakfast bar was nice, they have eggs and avocado toast made to order, and that went very well. For some reason they didn't have any black tea out on the line, so if you wanted English Breakfast or Earl Grey to start your day, forget it, you were going to have to choose from some weird herbal teas. Additionally, I would suggest that they rethink the avocado toast recipe - the bread was basically untoasted, so instead of crispy toast you were eating your mashed avocado off soggy supermarket bread.

The fitness center was really nice - not too big but despite the hotel being pretty full I was usually the only one using it, so its relatively small size was not an issue. Two treadmills and an elliptical were the extent of the cardio options, which worked for me.

Free drinks in the afternoon topped off the experience, that was always nice. Despite having beer and wine, no red was available, which was kind of a letdown. You have wine, but no red?

Anyway, this is a nice hotel, good price, good condition, but they have to concentrate on executing all their tasks just a little bit better to get...