Hilton Garden Inn Austin Downtown/Convention Center 500 North Interstate Highway 35, Austin, TX 78701

"This location has the poorest customer service and management I’ve experienced from a hotel. I booked two rooms at the same time under the same reservation number and name; we called to change the reservation before the free cancellation deadline we were provided so we could leave a day early. Fast forward to today, my family checked out and the staff claimed that we never called and only gave us an option to stay or pay for half of the day with no other options. They refuse to provide a refund for this bogus early departure fee and claimed their policy did not permit refunds. When we spoke to corporate for Hilton, they stated they have record of the call and one of the rooms being changed, but not the second one was not. Since corporate was able to see the note on one of the rooms this makes me believe the staff is just lying to run up fees. The hotel is in great proximity to downtown, however it is not well managed. When we first checked in they only gave us keycards for one of the rooms even though both were under the same reservation. Also, the bar was understaffed when we went on a weeknight so will probably take a while to be served. Also, keep in mind that valet costs $55 for 6+ hours/overnight. Quality service is the most important thing I seek when traveling. The rooms are extremely mediocre and the wall in the room was literally peeling off. It is completely unreasonable to hold a customer accountable for mistakes by employees when we took precautions to avoid this issue. I will not be staying at another Hilton again."

"This hotel is more than sufficient. It’s a walkable distance (less than half a mile) from tons of bars and restaurants, but the rooms are still very quiet and comfortable. The staff is very polite and pleasant. Aaron and Link on the valet team were very kind and even ran to my car on several occasions to grab things that I forgot. It was a pleasant experience."

"First night was hot but quickly resolved by the night management. I was given a complementary coffee for my birthday by a very nice front desk lady which I ran into a few times. Evelyn at breakfast was extremely attentive and helpful with all that was needed from coffee to orange juice. She was always going above and beyond to serve and smile. The view from the top floor is just awesome! The kindness of all the workers from the valet to the house keepers was also the best. Thank you and I will be returning!"

"Hotel was in a great location to visit downtown Austin. It’s definitely worth it! The valet team was so helpful, quick and nice. Aiden, Reece, Gavin and Jeremy were so kind and made our stay that much more enjoyable. The front desk was professional and made it very easy to check-in and get settled. The room was nice and the restaurant had great food."

"Great stay! Upon arrival and check-in, we had a slight issue with our reservation that was seamlessly handled by Manager Larissa. She even found us in the restaurant before her shift ended to let us know how it was resolved. We loved the restaurant/bar on the top floor (Eighteenth Over Austin). A busier-than-expected evening kept server Megan hopping the first night we were there but her demeanor was friendly and fun. The next night I had the privilege of meeting server Jeremy while ordering a meal to go at the restaurant and I found him to be incredibly genuine, connected and authentic. Breakfast at the restaurant both mornings of my stay brought the joy of meeting the lovely Evelyn, hostess and server at the restaurant. While it was a buffet style meal, she was very attentive to the needs of her guests and brought/offered refills on beverages; took an interest in her guests; kept up on table clearing, etc. Her engaging and kind personality was such a delight. All of my interaction with hotel support staff was great. I look forward to staying here again if I return to Austin. One last note— it was such a treat to get light room service after only one night’s stay even though we were only staying a couple of days. Trashes were emptied, the bed was remade and towels refreshed. Thank you!!!"