Hilton Garden Inn Austin Airport

"In short: The bed was moist and covered in urin. The management was extremely rude. After entering our room and laying in the bed we noticed that there was a weird smell. Later, after 30 minutes, we noticed that the bed was moist (‘it’ was coming through the sheets) and after smelling the sheets we noticed where the smell comes from. We pulled the sheets of the bed and discovered that the whole bed was full of urin. The smell was incredibly bad. After going to the reception and telling them what has happened the lady was not impressed or seemed to really care. We were offered a room nextdoor and a free breakfast. It gets even better, the Lady at the reception said that they couldn’t proof where ‘this’ is coming from, if it is actually urin (she didn’t even look at it) and according to her there is no manager available on the weekend, so the only thing they can offer us is the above mentioned. On a positive note: The next day a very kind frontdesk employee excused for our terrible experience and said the manager will call us and refund us the money. The manager did not call so we called him. He said due to not booking over their website we are not their customers and since “they could not confirm that the fluid was urine”, they can’t do anything about it. We should talk to the website we booked through and ask them if they want to refund us. He then just hung up. I’ve never had such a bad experience with a hotel in my life. Not that the experience was incredibly disgusting and because of the bacteria in the urin potentially represent a health hazard, the way they handled the case was very humiliating. I mean look at the photos and convince yourself. The rude behavior of the employees and how they handled this case just showed to me how little they care about their customers. I will never book a hilton hotel in my life again and I strongly recommend not booking this specific place."

"The only reason for a 4 star location was simply because it's not anything uniquely located But it is very convenient for being by the airport. The beds were amazing, black out curtains, clean rooms and bathroom with plenty of counter space, big TV to check the weather out easily when getting ready to leave. I'd recommend this to anyone."

"The hotel was nice, clean & comfortable. My only complaint was the ridiculously slow service in the restaurant. I had a very early flight in the morning and wanted to get a quick bite to eat before going to bed. I went to the restaurant at approximately 7:20pm. I was ignored for quite some time. Just as I was about to get up an leave, the server finally came to my table. I ordered a hamburger & coke. That took another eternity to arrive, but at least it was good. After finishing it, I sat and waited for my check. My server continued to ignore me. Finally, at 9:03pm, I went up to the bar and asked to settle my check. I was told she would be with me shortly. She continued to make drinks and have conversations with the people at the bar as I continued to be ignored. Finally, I gave her my credit card, and she told me it would be easier to charge it to the room. I advised that I did not have a card on file. She directed me to put a card on file with the front desk, and come back to settle the bill. I did that and she charged the meal to my room. I asked for a receipt before leaving, and she looked annoyed that I asked for one. I finally got back to my room just before 9:30pm. I was very aggravated that it took an hour & a half to get a hamburger, and another almost half hour to settle the bill. The next morning, I went to check out and asked for my folio receipt. I was told the computers were down. I left my email address and was told that my receipt would be emailed to me. It's been a week, and I still haven't received anything. The hotel is nice, but the service is horrible. I would not dine at the restaurant again. If you're hungry & want your food in a timely manner, I would suggest Door Dash."

"I called to book a suite and told to book the king suite online instead of directly with them. I checked in and got a king room. Nothing suite about it. I explained the problem to the front desk and they just said too bad and had no rooms to switch my daughter and I to. Service in bar was ridiculously slow. Food was okay but not great at all. They charge $12 a night for parking. Will never stay here again because they could care less about their employee giving me bad advice and to book with Expedia so you can't leave and get your money back. Very very disappointing"

"Such lovely lovely staff! We had a hectic early flight on Friday and stopped by to see if we could possibly snag an early check-in, or even just store our bags while we went out for the day, and we got nothing but incredible service from every staff member we spoke to. It was suggested that we try the breakfast before storing our bags, and we were so glad we did. We didn't catch our server's name but she was so wonderful to us. Changed the whole trajectory of our day, to have a full stomach and empty hands to wander Austin. Our room was great, spacious and clean. Amenities looked great, though we didn't really use any of them. The snack bar with 24/7 alcohol sales was a huge surprise to us Canadians, but a welcome bonus. Thank you everyone! We'll definitely stay here when we come back to Austin."