Holiday Inn Express & Suites Austin - Round Rock, an IHG Hotel — Hotel in Round Rock

I have been visiting this location for more than a year. I travel to Austin for work one week out of the month.

I have seen 2 management changes, a fire on the first floor, the boiler being reparied and elevators broken. Even when the gas station across the street was being built there were no where to park and the constant trash and beer cans left in the stairwell.

Nevertheless, I have continued to support this hotel. So it saddens me to post the recent account that will have me staying at another hotel for the next 3 years.

So you'll (Holiday Inn Express RND RCK) be loosing upwards of $500.00 per week that I stay in Round Rock. Times that by one week out of the month and on some cases 2 weeks. Thats the revenue you'll miss out on! Maybe not a lot to you, but thats the case.

The reason is, as I mentioned I have put up with some bad situations at this hotel, yet I think I am a loyal customer.

However this last visit, I call the visit that broke me. I arrived at the hotel last week on Jan 7, 2025. Check-in was normal. I have been coming so on a regular basis I am always given the same room on the 3rd floor.

On Wednesday night a group of teens (highschool team) was cutting up loud in the corridor. I stepped out of my room as the coach walked up and he quieted them. The coaches were on the opposite end of the floor, so they didn't hear the noise these guys made in the corridor.

Once they started up again, I stepped out of my room and they went back into theirs. I did not bring it to management at this time.

Thursday night however, they really started to cut up. I phoned the night auditor Manash or something. My room phone was not working so I called from my mobile phone. He told me he would be up in 5 mins. 10 mins later I called back from my mobile number that is on file, and again he told me in 10 mins. He was checking someone in.

I called seven (7) more times, this guy hung uo on me four (4) of the seven (7) times. I went back into the hallway to shut this down. I do not want to tell others what to do, but we all pay to have a peaceful stay. The other 3 times the phone just ranged.

The next day on checkput the young lady mentioned that there were not any numbers directly to the Mananger and the Gen Manager was out of the country. I left my contact info and asked her to tell the Manager to call me. By the way I never got the call.

I sent and email to the 2 parties only to get an email back praising the night auditor stating that he did go up and talk to the teens when he obviously didn't because I was in the hallway and nver saw this man.

I asked the manager to address why he hung up on me four times? All I got was crickets! I asked why didnt he call me back to tell me he talked to the teens or even knock on my door I gave him my info? Again Crickets.

SO I WILL NOW TAKE MY BUSINESS ELSEWHERE! There is only one elevator working. It has only been one elevator working the past year that I have been visiting. All of the buttons get stuck, so you hit every floor going down. They fixed one and the other broke.

If you don't mind staying in a hotel where the manager will praise the employee for hanging up on you and you like broken elevators, then this is your place.

I WILL NEVER STAY AT THIS PLACE AGAIN!!!

I do have one other post about a year ago addressing the beer cans and the elevator.

-----------------REPLY----------------- You did not reach out to me. You sent me an email. I asked to have a phone call, emails are impersonal when dealing with this subject.

I had 2 nights of sleep ruined because of the inability to address the teens. Your team member could have called the coaches if he was too afraid to address them directly. Then to lie and say the member could not reach me becasue my room phone was not working, when he could have knocked on my door or called the number I checked in with.

Miss me with that son!

I will NEVER stay...

Where do I start. Pulling up to the unloaded three preteens my husband and myself and too many bags I was beat 😫😴. It was about 5pm walking into the lobby when we were all greeted by Jason😀. Jason was helping another guest but spoke to me and my family anyway acknowledging our presence. Even the music playing in the lobby was welcoming. This made me feel better already 🙋🏾‍♀️. Once we were checked in and entered our room I was blown away AGAIN 👀 by the cleanliness of the entire space. What I did not let the staff know about me was that I worked in the Houspitslity Industry for 12 years and managed a small franchise property in Houston for 3 years because that information was not important and I say that to say I can tell room 110 did need some TLC but the cleanliness of the room allowed me to see past what needed to be updated. So back our room and how spacious and perfect it was for a family of 5. We booked a room with 2 queen beds and a sofa. Which was comfy for everyone! The TV was a great size for everyone to watch and see without squinting from our beds. 👍🏽 And And And underneath the TV was all the HDMI outlets you needed for gaming consoles or fire stick connections. 👏🏾👏🏾👏🏾. Mini fridge and microwave is always a plus and it was great! We loved the bright accent light near the RR I used it to wake the kids up for breakfast in the morning 🤣😂. On to Breakfast which was AMAZING 🤩. My daughter and I was always up and out to get breakfast first and was shocked when we saw you guys had a self making pancake machine, that was a game changer for me! Awesome investment! I would of liked different meat options for the 2 nights we stayed but it was still good. On Wednesday we took the kids to Kalahari indoor park and when we returned to our rooms tired and with food in tow we saw Jason was working again. Once we entered our room my daughter spilled sauce on her sheets and you guessed it we called Jason. Jason was so nice and courteous he replaced sheets and provided us with extra pillows and blankets for my son who slept on the sofa. Overall Noise level I have no complaints we heard people coming in at night but nothing that would keep you up all night just small chatter. At checkout I met the Operational Manager and another young lady with blue hair. They were both helping another guest while me and my family waiting and raided the hotel store for snacks for the 3 hour trip back to Houston. Both ladies acknowledged me as I waited 😀 and I just couldn't wait to tell them about our stay. ||||So if your visiting in Austin Round Rock your going to want to stay at here for all the reasons I mentioned ☝🏽||||||I can tell that everyone who works here cares and with customer service not being what it use to be just caring speaks volumes for me and my family. ♥️||||||We will most definitely refer and return every...

After pleasantly being checked in At the Holiday Inn Express, Round Rock North , we turned down the hallway it looked as if the carpet hadn't been vacuumed in quite a while. When sliding the card to open the door, the light on the lock wasn't working to show the door was unlocked, not giving us a very secure feeling if the lock was working or not. The room didn't appear to be thoroughly cleaned or well maintained. I sat my suitcase on a chair as the carpet looked dirty and did not want my suitcase and clothes near it. Being in a time crunch of where we needed to go we decided to wait until morning to bring the matters to the attention of the staff. The next morning I found the shower was difficult to turn on and then wouldn't shut completely off when done. The drain stopper did not stay in the open position, so I had to just take it out. The bed was okay and breakfast was good. I told the front desk about the problems with the shower before leaving in the morning. They said it would be repaired while we were out for the day. When we got back the very nice front desk gentleman stopped us and told us the part to repair the shower had to be ordered and offered to move us to another room or use the shower in another room. We moved our things to another room. He assured us the manager had checked the room and everything was in perfect working order. We noticed the water spout on the tub was turned at a 45 degree angle and the stopper was broken and laying on the bottom of the tub. My wife took a picture of that. Since the manager already determined the room okay we did not bother to bring the other defects to their attention as they had already missed the problems in the new room. Later we noticed there were 2 huge dark spots high on the wall at the foot of the bed. There were similar spots on the wall near the heater and on the carpet. Overall cleanliness was not any better than the first room. Rooms in the area were limited due to the Austin Marathon or we would have looked for another motel. This motel did not have the Holiday inn Express hospitality guarantee that we have seen in other locations we used in our travels. This location was absolutely the worst Holiday Inn Express we have ever stayed in on this or any other many trips we have taken. On this trip we stayed at two other locations in two other states. They were both above board in every respect. we will continue to use HI Express in our travels, but this one is definitely off the list. I regret not having taken more photos to document our stay and it's...