Hilton Garden Inn Austin/Round Rock — Hotel in Round Rock

Not a happy Hilton Diamond Member! Check in was very slow, a gentlemen was trying to check in and it took an extraordinarily long time. When it was my turn the young lady at the desk was not very friendly. She had to ask for help from a manager to upgrade my room as a Diamond Member I am entitled to if available. The manager was less friendly than the lady who was checking us in. The room was as expected for a Hilton Garden Inn, everything seemed to work ok except the wall plugs with USB charging ports that did not work. The shower head and water pressure is less than desired. Also as Diamond Members we are entitled to a $10 per person per day food and beverage credit and this is where everything gets stupid. Purchased m&m's at check-in in for $3.00, I received a $3 credit. Then had a good breakfast the following morning a total of $24. Total for day 1 should have been $27 with a $20 credit. On the second night we purchased 3 snack for $9 and then in the middle of the night needed some Tums from the snack bar $6. I recieved a credit of $6 for day 2?? So they actually gave me a $23 credit for day 1 but only a $6 credit for day 2. I called the hotel and they basically had no clue as to how the program works. They said the first day is only the day you check-in, kinda of weird since you can use the credit the next morning on breakfast?? I tried talking to the Diamond Member Help line and they were absolutely no help. The Help line(??) has no idea how their own program works, I asked to escalate and he told he was the last person to talk to no one else can help me. Hilton and their franchisees need to clarify and train their employees on this program, why make your very best customers...

I stayed at this hotel back in march and it was not great but i didn’t think to write about my experience being that I stated to them directly and they were receptive. I decided to book them again due to proximity to the business i’m in town for. I called prior to arriving and I must say This hotel is the worst. The Staffs are so rude. It’s as though they were trained to be disrespectful and rude towards customers. I had a simple request and the lady I spoke with didn’t even ask for my name. She basically stated the request will be looked into when I get there. Which makes no sense because others will check in before me as i’m meant to arrive late. When i mentioned to her she’s meant to ask for my name and look into the request, she started yelling on the phone and essentially hung up. I called back and asked for a manager. The manager was clearly next to her and she was nice at first. Then she did a complete 360and started to say the same thing the first girl said. At this point, I’m thinking perhaps they are the same person. She ended up hanging up as well. I called back and this time it was a guy. He also proceeded to ask for my last name. I told him this is no longer about the request. This is about both girls (or one girl) speaking to a customer rudely and both hanging up. If a manager can hang up the phone on a customer in front of other staff members, you are granting such behavior relevant and OK! Just so disappointed at this facility. Staff members should always remain cognizant they represent the corporation as a whole and exercise behaviors that align with the company’s mission. Definitely not going there and will update this as my reservation is...

Vanessa, that works front desk, is the sweetest, front desk, young lady I had the pleasure to meet and be checked in by in Austin, tx. She informed me on so many things normally hotel staff fail to mention because I assume they feel it's irrelevant. But she's very well trained and just makes your long rough day leave your stressed out thoughts. Gets you feeling right at home. Her smile just makes her amazing customer service even more welcoming. The rooms were very clean and comfy. This is my first night and just had to share my experience. If your on a trip in Austin and just want a relaxed and home like place to rest. Hilton Garden Inn Austin/Round Rock is a MUST STAY AT PLACE. I think a business and the 1st impression they make is always with the front desk and its very important. She went above and beyond. Hilton should be honored to have their Inn's 1st impression represented by her. And I know it may seem I'm over exaggerating a bit. But if you have stayed at hotels with horrible front desk employees. You really want to appreciate the ones who love their job and they show it the moment you walk in. She even took the time to talk to my 5 year old daughter with cancer and help her feel all grown up by just acknowledging her and her little thoughts with conversation while she picked out snacks from their food and beverage display, that they have ,that is fully loaded with a great variety of items. Thank you Vanessa keep up the great work. Definitely have my 1st pick when I visit...