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Homewood Suites by Hilton Austin-Arboretum / NW: Traveler Reviews

3.0 of 5
10925 Stonelake Blvd., Austin, TX 78759 (Northwest Austin)
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Homewood Suites by Hilton Austin-Arboretum / NW
Ranked #24 of 179 hotels in Austin
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95 reviews from our community

    Trip type
Traveler rating
    55
    25
    8
    3
    4
Date Rating
Orlando
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
“Customer Service Above and Beyond”
5 of 5 stars Reviewed December 2, 2012

I was there in mid-November for a business trip with 14 other colleagues. I personally had many many requests from the front desk to help assist all of us during a (sometimes) hectic business trip. Matt Russo and his team (morning, afternoon, night, overnight) did 'everything' to make me and the crew happy and comfortable. When I got back to Florida, Bianca even dug through the trash to find a FedEx receipt I left at the front desk. She read me the tracking numbers over the phone. Wow!

Excellent customer service - if that's something you are into. :)

Matt

  • Stayed November 2012, traveled on business
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Ask MattKLeh about Homewood Suites by Hilton Austin-Arboretum / NW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MattR_946, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review
December 12, 2012
MattKLeh thank you so much for the great review! The inaugural Formula 1 week in Austin was a fun period of time at our hotel and you and your group...
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Monroe, Connecticut
1 review
“Feel like home while away”
5 of 5 stars Reviewed November 23, 2012

I was attending a week long class in the area with my business associate, Jason. The hotel is comfortable and clean. The complementary Monday-Thursday breakfast, dinner and wine/beer is wonderful. It was relaxing after a day of class! Note some nights we did head out to local restaurants which are very close to the hotel. There are lots of good choices.

The staff (Katie, Anat, Junior, and Julia) made our stay great. They made sure our needs were met ... getting dropped off at our class, recommendations for / rides to restaurants, and just chatting. Also, the ladies who run the breakfast/dinner area are friendly and serve up some tasty food.

If you have the chance, stay here! You will not be disappointed.

  • Stayed April 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Ask Mustangs71 about Homewood Suites by Hilton Austin-Arboretum / NW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MattR_946, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review
December 12, 2012
Thank you for taking the time to write a review of your stay with us! We are situated in a great location for both business and pleasure. I am happy that you were able to enjoy complimentary dinner and drinks with us during your stay; we strive to create a warm, friendly environment that allows our guests to relax after a tough day of business seminars. The complimentary shuttle service is an amenity that is enjoyable to provide; I often have some of the best conversations of my day as I am dropping off or picking up guests. We hope to see you again soon. Safe travels.
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Greenwood Village, Colorado, USA
Contributor
11 reviews 11 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
“Nice hotel, but bad cleaning service and follow up from manager.”
3 of 5 stars Reviewed November 7, 2012

Our family loves staying at Homewood Suites especially the 2 bedroom suites- makes it much easier for a family than having 2 seperate rooms. Tony in the breakfast area was delightful- making sure everyone had what they needed. Yummy breakfast tacos on Saturday morning! Unfortunately we had a problem with the room being cleaned. We had our do not disturb sign on until 11 am. We then took it off and left for the day assuming the rooms would be cleaned. We returned at 5 pm to change for our evening and someone came by right as we got to our room to ask if they could clean our room then. We told them we had just gotten back and that we needed to change. We asked them to return in 15 minutes after we had changed. They told us they were leaving for the day. We called the front desk to ask why the rooms had not been cleaned before 5 and were told it was because our do not disturb sign was on the room. We know for a fact that it was taken off at 11 when we left for the day. We were told the staff would be leaving and would not be able to clean our room that day, but that we would be able to talk to the manager the next day about a discount for the problem. The next day however we were told the manager doesn't work on Sundays. So no discount... and no one has tried to call us to resolve the problem either. It is now Wednesday and I just called the hotel and was again told the manager wasn't there- at 4:45? When is the manager there? Frustrated that this situation has not been handled properly.
Also, the exercise room is a very small room with the only door leading to it from the outdoor pool area.

  • Stayed November 2012, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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Ask c0l0rad0family about Homewood Suites by Hilton Austin-Arboretum / NW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMHWSRR, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review
November 13, 2012
Thank you for taking the time to provide feedback regarding your recent stay at our hotel. Through this type of communication we are better able to identify strengths and weaknesses within our operation. We pride ourselves on being able to provide the most comfortable of accommodations and superior customer service; we failed you in this endeavor.

Your experience has provided a valuable training tool for our staff as we work to be better everyday. I never received communication from my staff that you were trying to reach me or the challenges you faced getting housekeeping service. I am on call 24 hours a day and I have reiterated to my staff the importance of providing my personal contact information to guests who wish to speak with me if I am not on property; I was driving the shuttle when you called on Wednesday. Communication is paramount to the success of our operation and we are evaluating the procedures we have in place.

It would be my pleasure to provide complimentary accommodations during your next trip to Austin.

I am especially thankful for the comment specific to Tony. She is a fabulous breakfast host and truly makes you feel like you are in your favorite Aunt's kitchen.

Safe Travels.

-Matt Russo/General Manager
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Toronto, Canada
Senior Contributor
45 reviews 45 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
17 helpful votes 17 helpful votes
“Some disappointments”
4 of 5 stars Reviewed November 5, 2012

Upon arrival, we were surprised by the small size of the suite... And the fact that our air conditiner did not work. To be fair, though, the room was clean and comfy (after the AC was fixed). we slept well, and the breakfast we delicious, attended by Toni, the best breakfast person ever - what a great asset to the staff!

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
Ask M Charles F about Homewood Suites by Hilton Austin-Arboretum / NW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MattR_946, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review
December 12, 2012
M Charles F thank you for your response. Your profile indicates that you are certainly well traveled; thank you for taking the time to write a review. The two absolute controllable variables in our operation are the Guest Service that we provide and the Cleanliness of our accommodations. I am pleased that you enjoyed your stay with us and offer my sincere apologies that we did not catch the air conditioner challenge before your arrival. Safe Travels.
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London, United Kingdom
2 reviews
1 helpful vote 1 helpful vote
“Exceptional!”
5 of 5 stars Reviewed October 7, 2012

I don't normally feel compelled to write reviews, but I really felt that the service I received at this Homewood was exceptional. The staff are super friendly and the rooms are clean, comfortable and very homely. Breakfast is amazing and coffee is literally on tap. I wish all hotels were this good!

  • Stayed October 2012, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
Ask JamieI871 about Homewood Suites by Hilton Austin-Arboretum / NW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MattR_946, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review
December 12, 2012
Hello Jamiel871! Thank you for staying with us while in Austin. We know that there are many hotel options availble in our fine city; we feel privileged to have had your business. Friendly, Professional Service is exactly what we strive to provide to each and every one of our guests. I would certainly agree that a full American breakfast with a cup or two of great coffee is the best way to start the day. We look forward to seeing you on your next trip to Austin. Safe Travels.
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Additional Information about Homewood Suites by Hilton Austin-Arboretum / NW

Also Known As:
Homewood Suites By Hilton Austin-Arboretum / Nw Hotel Austin
Homewood Suites By Hilton Austin-Arboretum / Nw Hotel
Homewood Suites Austin
Hilton Austin
Homewood Austin
Austin Homewood Suites
Austin Hilton
Austin Homewood
Homewood Suites Austin Arboretum
Address: 10925 Stonelake Blvd., Austin, TX 78759
Phone Number:
Region: United States > Texas > Austin > Northwest Austin
Amenities:
Business Center Fitness Center Free Breakfast Free High-Speed Internet Free Parking Kitchenette Pets Allowed Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Business Hotels in Austin
#29 Family Hotels in Austin
Price Range: $$
Hotel Class:3 star (3*)
Official Description (provided by the hotel):
Homewood Suites by Hilton Austin Arboretum Northwest is designed to make you feel at home, whether you're traveling for a few nights or longer. All guests can enjoy free internet WiFi, daily complimentary Suite Start Hot Breakfast and the Welcome Home evening reception, featuring a complimentary light dinner and beverages Monday through Thursday evenings. Unwind in your one or two-bedroom suite with separate living area and kitchen. Prepare Tex Mex recipes in the suite’s fully equipped kitchen. Our suites have room to work and relax.Enjoy a workout in our fitness center or a refreshing swim in the pool. Our business center and meeting spaces offer an office away from home. ... more   less 
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Homewood Suites by Hilton Austin-Arboretum / NW
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