Holiday Inn Express & Suites Austin NW - Lakeway by IHG

When I checked in, the guest ahead of me was greeted warmly, but I was treated very differently. As a woman traveling alone for work, I always request a higher floor away from elevators and ice machines for safety and because I’m a light sleeper. Jared claimed he couldn’t see requests from third-party bookings, then immediately stated there were no rooms matching my requests—making it obvious he had seen them. He refused to provide the manager’s contact information, giving only her first name, Shana. Instead, I was assigned a first-floor room next to both the elevator and ice machine—the exact opposite of my requests. The room was unacceptable: a damaged door frame and lock, a roach on the floor, dirty carpets with crumbs, and broken dresser drawers. I have photos of everything. Jared also refused to explain any hotel amenities, simply replying “No” when I asked. We immediately checked out because we did not feel safe. Even worse, Jared later contacted my employer through our company’s Instagram account to complain about me. My employer fully supported my decision after seeing the photos and agreed I should never be placed on a first floor while traveling alone. This was one of the worst hotel experiences I’ve had. Management needs to address staff professionalism, housekeeping, pest control, and room security immediately.

Business trip, Not a bad stay , but limited dining options

Nice and clean. Pool was clean nice. Hot water took some time to heat up. Breakfast needs a lot of help. Not much to choose from.

Wonderful! Great location, cute pool.

Breakfast was rarely stocked. No pool towels without asking (practically begging) for 5 days. Unhelpful front desk (except for the night shifters). Pool area not kept up well. This is the 4th time we've stayed & very disappointing to see it go downhill.

Outside needs care. But the room was clean and the mattress was new and confortable. Breakfast was good for what it is.

Exceptional

Not kid family friendly. Not Veteran friendly. The third night, Staff member pounds on our door at 8pm saying my children were running around which they weren’t and was very aggressive. When my husband went to tell that staff member that the noise was continuing even though our children were in bed and to defend our children, that staff member called the police and kicked us out at 9pm (I have a 5 year old, 4 year old, and a 7 month old). It was handled grossly inappropriately and unprofessionally. The fridge was hot when we arrived. Room smelled like feet. Housekeeping finally cleaned room but didn’t leave towels. I could go on. I’m beyond disappointed with this hotel and will not be returning. I recommend staying at a different location!

Friendly and accommodating. Very clean room. Parking was great. We had 5 and a dog. Excellent stay.

Great place to stay. Air condition didnt work in our room, but we were moved to another room without problems.

I had 2 days stay, room was nice and clean. Staff was really helping. Breakfast has good options and it was good.

Refused a same day reservation.

Good stay

Helpful staff for early check in and out to accommodate a small wedding party.

I wish the pool was bigger. Staff was great. Room was clean & convenient. Good breakfast

Superb

It's close to Baylor Scott and White

Very good

Did not get to have breakfast, slept in!

Yes