Embassy Suites by Hilton Austin Downtown South Congress 300 South Congress Avenue, Austin, TX 78704

"Bathrooms are gross! Lot of “not my hairs” on the floor, mold everywhere. Carpet is run down and dirty. Nice staff. Great location. Literally every pillow on my bed felt as if someone tied 30 socks in a knot and put them in a pillow case. Unusable. Bed was comfy and room was quiet. AC fan out of balance so rattled the grill all night but responded to temp selection so was comfortable temp. Beer way over priced at over $10 each on tap. Fried Avocado sandwich had one flavor. That of tempura grease. Fries were good. Gym is middle of road. Its possible to get a good workout. Pros n cons to this place. But rooms are run down. 2nd sink didn’t work. Microwave light didn’t work. Dirty vibe."

"Checked in today around 4:30p with a colleague. The male colleague’s room was ready. Mine was not. The lady’s attitude was very “matter of fact” rather than apologetic. Said, “your room could be ready in ten minutes but I can’t promise anything”. I joined my male boss/colleague in his room. Ten minutes later I used his hotel phone to call the front desk. A nice gentleman named Tucker said my room showed ready. I headed back down, and went to the lady who checked me in. I got my key and went upstairs only to kind that my room was not a king suite. It was a full size bed in the very corner of the hotel where the entry door to the room was VERY close to a room next door (weird setup). As a female, I didn’t feel safe. I used the phone to call the front desk. Again Tucker was very helpful and said to return to the front desk to get a different room. However, upon returning to the front desk, that same lady said that she could not change rooms because they were Sold out that I would have to take the room I was given. Tucker said we will take care of her. And she gave me the king suite that I reserved. My first thought was if you knew you weren’t giving me what I reserved. Why didn’t you tell me that in the first place. I think this young lady needs some training on customer service. Not a good sign for the beginning of my stay"

"The service was good. When things were not what they should be the employees were apologetic: pool was supposed to be heated ( the reason we came here) waiting for a part. Tell this to a six year old when this was her surprise! Finally got a minute when someone was watching the six year old to eat downstairs and we could eat our delivery in a comfortable place. Sorry, this is our restaurant area. It was not busy. The area we got was by the front door ( it was 26 degrees outside) so every time the door opened we froze. Love the free two drinks with our room and the snacks provided. But if u want to do anything outside ur room forget it. You’re asked to leave with ur food or bottle of wine you may have brought to share that you bought in France you had been saving for months. The employee said that if the manager walked through they would not be happy. Then provide me an area that is nice to hang out. That is comfortable and worthy of embassy suites. I can go to an inexpensive hotel and have that. Not a nice hotel brand that I have been going to for more than a decade."

"**edited to say, two messages have been left to get a refund for the parking and no response to either. Beyond disappointed. We have stayed at many Embassy's over the years and always felt it was a treat. Because of past stays we chose Embassy for our first time traveling at Christmas, really looking forward to a good breakfast and the evening reception. After upgrading to a bigger suite we found multiple roaches, the dust was massive in the bathroom. Breakfast was really poor quality,as was the furniture in our "Upgraded" suite. When we took a dead roach down to make them aware they only offered to switch rooms. Even the evening reception was disappointing. In past stays this reception offered a time to relax and have great quality snacks and drinks. This reception was stale crackers and some warm cheese cubes. To top off the experience, they hotel charged us parking even thought our room already included parking."

"This place is getting run down. Threadbare furniture, banged up rooms, mold/mildew in the shower, cracked tiles & floor in the shower. The Hilton site and app say that there is daily stay over cleaning unless you opt out, however you actually have to opt in. My room only had a single towel & washcloth, had to ask for another from the desk. Toiletries were not stocked - conditioner, shampoo, and tissues were empty. Nice view of the skyline, close to lots of stuff. Staff was friendly. Suites are roomy. Hilton app and digital keys are pretty slick."