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“Clothing stolen (of all things)” 1 of 5 stars
Review of Homewood Suites by Hilton Austin-Arboretum / NW

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Homewood Suites by Hilton Austin-Arboretum / NW
3.0 of 5 Hotel   |   10925 Stonelake Blvd., Austin, TX 78759 (Northwest Austin)   |  
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2X HHonors Points
Ranked #12 of 191 Hotels in Austin
Certificate of Excellence 2014
Austin, United States
1 review
1 helpful vote 1 helpful vote
“Clothing stolen (of all things)”
1 of 5 stars Reviewed July 18, 2013

I typically do not have to worry about hotel staff stealing my family's clothing after a visit. I reported the loss shortly after the room had been cleaned and, even then, the hotel was unable to retrieve my clothing. Notably, only clothes were left in the suite we used because we had another suite for the family. So, they stole the only items left in my room. Very, very disappointed with my stay. Definitely not up to Hilton standards.

  • Stayed July 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Homewood Suites by Hilton

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leah S, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 22, 2013
Dear Guillermo T,

Thank you for taking the time to share your experience. I am extremely sorry for what happened at our hotel. As soon as you reported this incident we quickly conducted an investigation and learned that your clothing was accidentally discarded by our housekeeping staff. We offered to reimburse you for all lost articles and this offer is still in place. I will personally handle this matter if you would be willing to contact me directly at 512-634-0050. Again, I'm very sorry for any inconvenience we may have caused you.
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376 reviews from our community

Traveler rating
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See reviews for
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (51)
Date | Rating
  • English first
  • Spanish first
  • Any
English first
Wisconsin, United States
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 of 5 stars Reviewed July 16, 2013

Well I checked in. My first room smelled like BO or mold or something. I went down and asked to exchange. All they had is a handicap room. The room smells much better but there are big nasty stains on both comforters. Not impressed with this place at all.....

  • Stayed July 2013
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leah S, General Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 17, 2013
Dear Tim L,

Thank you for taking the time to write a review about your recent stay with us. I want to personally apologize for the disappointments you experienced. We strive to exceed all guests expectations and I am sorry that was not the case during your trip. Thank you for bringing them to my attention and know I am addressing the issues with my Executive Housekeeper to ensure they will not be issues moving forward. I would also love the opportunity to apologize to you directly and discuss things further. Please contact me at lshapiro@vistahost.net. Thank you again for your feedback and I look forward to hearing from you.
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Senior Reviewer
6 reviews 6 reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 14, 2013

location close to lots of things - hotel was perfect for a family - love the kitchen! it is so nice to have a full sized kitchen. hotel was clean except there were somethings left in the room that would not have been there if the carpet had been vacuumed from corner to corner.

  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 5 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

Review collected in partnership with Homewood Suites by Hilton

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynley S, Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 16, 2013
Dear Familyvacationsrock,

We thank you so much for your kind words! We truly appreciate your feedback and will address the necessary housekeeping adjustments. On behalf of my team, we hope you enjoyed your trip in Austin and that our paths cross in the future,

From our family to yours,
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Otis, Kansas
Contributor
16 reviews 16 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 10, 2013

This Homewood Suites handled my family's 2 night stay for a niece's wedding with great helpfulness and friendly service. We had 13 people in 3 family groups (granddad & grandmom, eldest son and his family, daughter and her family) and everyone was impressed with the quality of the hotel as well as the service.

  • Stayed July 2013, traveled with family
    • 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

Review collected in partnership with Homewood Suites by Hilton

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynley S, Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 12, 2013
Dear Otis_KansasKent ,

Thank you so much for those kind words. We truly appreciate your feed back and we are pleased that our staff appeased so many people. We wish your family happiness and a BIG congratulations during this special time! Thank you again and we hope you come back and visit us in the near future!

Until next time,
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A TripAdvisor Member
5 of 5 stars Reviewed July 8, 2013

During your stay you will experience a reasonable price for above average service and accommodation. The employees are warm and welcoming and they will work hard to take good care of you. The suites are clean and very comfortable.

  • Stayed July 2013, traveled with family
    • 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

Review collected in partnership with Homewood Suites by Hilton

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynley S, Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 10, 2013
Thank you so much Trip Advisor User for the kind words! We truly hope our paths cross again in the near future. We at the Homewood Suites NW Arboretum strive to make every stay just as wonderful as you described, we sincerely appreaciate the feed back. Hope to see you soon on your travels!!

Warmest wishes,
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Boulder, United States
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed July 3, 2013

I have stayed all over the world and I have to say this is one of my favorite hotels. It simply has everything! We were on a road trip so the full size refrigerator was such a help. All the space was so wonderful and the decor was beautiful. The beds were so comfortable and we even pulled out the couch to watch a movie (a great selection at the front desk) using the DVD player provided. Breakfast was great and we were bummed we weren't staying through the week to take advantage of the dinners provided. Check this gem out!

  • Stayed June 2013, traveled with family
    • 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

Review collected in partnership with Homewood Suites by Hilton

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynley S, Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 4, 2013
Dear Traci H,

We are thrilled to hear you had such a pleasant experienceat our Homewood Suites NW Arboretum. We strive everyday to make sure each and every traveler has an oustanding stay so we are ecstatic to hear you stay was so great! We hope you come back and see us soon! Have a wonderful and Happy Independence Day!

Warm regards,
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Haltom City, United States
1 review
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed July 1, 2013

Hotel was difficult to find from the road. The bed covering was dirty. It is a suite with a kitchen and there are no trash liners on the trash cans. There was food on the wall, which we informed the front desk about, and it was not cleaned during our stay. The juices (orange, apple, and cranberry) were all watered down.

  • Stayed June 2013, traveled with family
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Homewood Suites by Hilton

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynley S, Manager at Homewood Suites by Hilton Austin-Arboretum / NW, responded to this review, July 4, 2013
Dear Eric L,

We are terribly sorry your experience at our Homewood Suites was so negative, this is definetly not a typical Homewood experience and we would like to make that up to you. I would love to speak to you personally, please call 512-634-0050 and hopefully we can rectify this for you.

Warm regards,
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Additional Information about Homewood Suites by Hilton Austin-Arboretum / NW

Address: 10925 Stonelake Blvd., Austin, TX 78759
Phone Number:
Location: United States > Texas > Austin > Northwest Austin
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Business Hotel in Austin
#10 Family Hotel in Austin
#34 Romantic Hotel in Austin
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Homewood Suites by Hilton Austin-Arboretum / NW 3*
Number of rooms: 97
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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Also Known As:
Homewood Suites By Hilton Austin-Arboretum / Nw Hotel Austin
Hilton Austin
Homewood Austin
Austin Homewood Suites
Austin Hilton
Homewood Suites Austin Arboretum

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