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“Horrible Checked In” 1 of 5 stars
Review of Hilton Garden Inn Austin North

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Hilton Garden Inn Austin North
3.0 of 5 Hotel   |   12400 North IH-35 Building C, Austin, TX 78753   |  
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Special Offer
$25 to Round Rock Outlets
Ranked #18 of 190 Hotels in Austin
Certificate of Excellence
GreenLeadersBronze level
Plano, Texas
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Horrible Checked In”
1 of 5 stars Reviewed March 4, 2012

This is my last stay here period. Customer service similar to Red Roof Inn and no way close to Hilton services as expected. Checked in was crowded and there is only one person handle all check in and answering the phone. In the mean time, the general manager Jeff Nelson was walking around in the lobby with his hand behind his back doing nothing. Do something useful and help the checking in counter. I was obviously not happy with the customer service. The counter has the gut to ask if I want to cancel the room reservation for someone else.

After I checked in, the checking in line was long to the main door. Where did the management team learn how to control the crowd? Not happenned when was I was there.

I was upset due to this horrible checked in and wait for the room to be ready. We went to our room and used the bath room. NO TOILET TISSUE. To make our trip more peaceful, we force ourselves to think that we are staying at the Red Roof Inn. I got bettter service there.

I rather have no service than horrible service. If this is the way Hilton cut the cost, have an auto check in kios just like ATM and rental car. I walk straight to my room and you can get rid the GM and the checkin counter.

BTW the when the AC turn on, it sounds like the jet engine taking off. I agree with the GM, this hotel is definitely not for my taste.

Room Tip: Stay away when Austin has a lot of activities which almost always.
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  • Stayed February 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at Hilton Garden Inn Austin North, responded to this review, June 26, 2012
I wanted to thank you for taking the time to review our hotel. I know ou guests are often very busy so we appreciate the time it took for you to write about our property. It does seem that you could have checked in during a busy check in weekend as it was during sports playoffs and many school teams were checking in that weekend, so we do apologize for our higher occupancy, and if you felt in any way that you did not get the service you expect from our product. Regarding the toilet tissue, it is a design in the bathrooms that the toilet tissue is somewhat "hidden", should you say, under the vanity area, our apologies again. We do sincerely hope that we are given another opportunity to make this up to you. Please feel free to contact me directly should you be in town again, and I will be more than happy to make sure that your stay is more enjoyable. Again, thank you for the feedback. Our guests are our most valuable asset.
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315 reviews from our community

Traveler rating
    191
    77
    33
    5
    9
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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 (40)
Date | Rating
  • English first
  • Portuguese first
  • Russian first
  • Any
English first
Houston, Texas
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed February 20, 2012

Outstanding Management Team and Staff. They attention to their guest makes traveling for business less stressful

  • Stayed January 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
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Diego, California
Level Contributor
14 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 stars Reviewed January 3, 2012

We stayed over New Year's 2011 and had a clean, quiet, spacious room with a king bed. The staff was friendly and courteous, the lobby well lit, very open and well-maintained. The Buffet breakfast was very good, including the omelet to order with all it's fresh ingredients. For the AAA discount we got, this was so very much worth it and more. Definitely recommend this hotel.

  • Stayed December 2011, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palm City, Florida
Level Contributor
255 reviews
86 hotel reviews
common_n_hotel_reviews_1bd8 110 helpful votes
4 of 5 stars Reviewed September 17, 2011

Stayed here during my business travel in Texas and was worth the stay. The only thing that aggravated me was the front desk did NOT have my membership rewards number and I know they had it because every other Hilton hotel I stayed at that week had it! They gave me a hard time about not being able to locate my number which was very strange and confusing. However, besides that I had a great stay and the BBQ restaurant in the same area was absolutely fantastic. I'll go back just for the great food at the BBQ restaurant.

  • Stayed September 2011, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Houston, TX
Level Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
4 of 5 stars Reviewed August 9, 2011

My wife and I recently stayed here while visiting some family in Round Rock. Everyone I encountered here was extremely courteous. The lobby, small restaurant and common areas were all very clean and fresh looking. The room and bed were also clean and well taken care of. Although I'm not a big fan of tempurpedic matresses, I was pleased to see the matress looked brand new. The peace of mind of a clean room and new matress allowed me to sleep quite comfortably. The next time we visit Austin, we'll definitely stay here again.

  • Stayed August 2011, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Phoenix, Arizona
Level Contributor
57 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
5 of 5 stars Reviewed July 30, 2011

Very nice hotel. Drove north 2 exits to a Texas Road House for dinner. If we head to Austin again we would stay here. This is out of the down town area but worked well for us as we were only in town for that day.

My husband is not fond of the sleep number bed but, I am fine with them.

  • Stayed July 2011, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
20 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 stars Reviewed June 27, 2011

The king bed was a Tempur-Pedic adjustable. We were warned this bed sleeps hot. It did. I kicked-off all covers. Despite setting the a/c to very cold, my wife sweated while she slept. We both had difficulty getting any sleep at all. We could not completely seal-out the light with the curtains. But the room was very quiet, so noise was never an issue. The fridge kept my insulin cool, but did not re-freeze the ice-pack that I travel with. Other than these two items, we had no complaints with the rooms nor the front staff. The rooms were clean and spacious, and the people we dealt with were helpful.

We did not sample the hotel's breakfast. We were forewarned that nothing included with breakfast is complimentary, and chose to eat at local restaurants.

There seems to be ample parking, and the pool was big enough for us. Everything in the business and fitness centers operated correctly. The lobby and common areas were spacious.

  • Stayed June 2011, traveled with family
    • 5 of 5 stars Value
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annalongwls, Manager at Hilton Garden Inn Austin North, responded to this review, June 28, 2011
We appreciate you taking the time to write a review ofour facility! We know our guests are busy, and taking the time to complete surveys or write a review is often hard. We do apologize about our new Tempurpedic Beds being uncomfortabley hot during your stay, and will be conducting some staff training on that topic! We are glad to hear that the rest of your stay was a good one!! Thanks again, and we hope to see you again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Austin North

Address: 12400 North IH-35 Building C, Austin, TX 78753
Phone Number:
Location: United States > Texas > Austin
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#10 Business Hotel in Austin
#12 Green Hotel in Austin
#13 Best Value Hotel in Austin
#14 Family Hotel in Austin
#18 Romantic Hotel in Austin
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Austin North 3*
Number of rooms: 1
Official Description (provided by the hotel):
The Hilton Garden Inn Austin North hotel is located 8 miles north of downtown Austin, offering close proximity to the Texas State Capitol, downtown entertainment district, and University of Texas. Our hotel is close to area attractions like the Round Rock Premium Outlet Mall and several sports venues. Guest rooms offer a refrigerator, microwave, adjustable Garden Sleep System beds, complimentary high-speed Internet Access, and 32" TV. We also feature an outdoor swimming pool, fitness room, and on-site dining and full service bar at The Garden Grille. ... more   less 
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Also Known As:
Hilton Garden Inn Austin North Hotel Austin

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