Embassy Suites by Hilton Austin Downtown South Congress

The customer service of the hotel is amazing, however the cleanliness is nonexistent in the rooms. Breakfast is perfection! I accidentally booked our rooms for the wrong night, didn’t realize until we were in town. The hotel refunded us and booked us the same type of room for that evening at the same price we originally booked our stay. As parking is not connected to the hotel my husband dropped me and the kids off at the hotel and went to park. When I got to our room the stench was horrible. It smelled like a bar. The couch was full of stains and when we pulled out the couch bed it also had stains and a the smell from the bed (fishy?) joined in with the smoke and beer scents. I immediately called my husband and said we could not stay in that room. He talked with the front desk and we were put into another (much better) room at no additional cost. We have a 17 year old and a 12 year old so I commend them especially for getting us into a room that accommodates 3 beds. The common areas are clean. Breakfast was great.

The staff was all super friendly unfortunately they sold out of the room we booked and was given an ada room which if it werent for me having 2 toddlers wouldnt have been an issue but the deadbolt was falling off the wall and one of the door stops was broken and my son instantly picked it up and I noticed jagged metal edges which if my son grabbed any differently might have cut him. The bathroom also had mold on the shower seat and could use some caulk. Needless to say I expected better for the price. Also out of the 3 elevators that went up only 1 was reliable, 1 was only working to our floor part of the time and the middle one didnt go to our floor all 3 where called by the same button...

indoor pool was too cold. couldnt swim with kids. There was no cover and blanket for sofa bed. we had to call to front and go back and forth to get them.

Amazing service and great care! We especially enjoyed John who helped with our babies!

We got to the hotel at 4:30 pm cst and check-in is at 4 pm. We were told the room was not ready yet to give it 15 minutes. We had a wedding to go to and needed to get ready. I kept checking with the front desk and was told something different each time. They were short staffed and then I was told the Queen Suites are the last rooms to be cleaned. It was a little before 6 pm when they called that the room was finally ready. My kids wanted to go in the pool and when we got there, it was filled with crickets inside of the pool. Who wants to swim with crickets jumping at you in tje water. Why not just close the pool instead. We left the pool because they did not want to get in and when we got back to the room we couldn’t get in. The light would turn green with key but door was jammed. I called the front desk and the guy asked if anyone was in the room I said no and he sighed like it was a big inconvenience that I called because we couldn’t get in our room. I finally was able to get the door open by pushing it open with my body and maintenance showed up and said it was no problem he had a key if it happened again. We were told we can wait in the lobby area but they would not give us tickets for drinks until we checked in even though we were waiting in the lobby while Happy Hour was going on we weren’t able to participate. They gave us tickets when we checked in but at that point we had to get ready to leave. I will never stay here again.

I choose this hotel because it was near my family activities. I would like to say that the hotel was nice, but the cleaning I can't say the same, the cleaning was terrible. I went for one night and the bathroom's trash can had trash on it, the sofa had a huge stain from liquid coffe o I don't know what it could be. I was tired from the long day that I had, so I didn’t stop by the office to ask for another bedroom. But luckily i always bring extra covers to my trip for my kids to sleep in . Hotel managers please put attention to the cleaning, this could have a bad effect in a nice hotel. Thank you.

The lobby area was spacious to gather with family & guest. The check in staff was courteous & informative. No bell hop service offered so plan of having to check in, the leave to the building next door to leave your car in a parking garage with very dirty elevators & no obvious security cameras or security officers. Then plan on carrying all your stuff & fam next door, slightly up the street to enter a side door and make your way to your room. The rooms smell moldy & musty. The carpets are brown and should be yanked out/replaced with tile that can at least be mopped after every rental. Our sofa bed had hidden stains in the cushions that could pass as either dark chocolate or old blood :(. The furniture was in dire need of furniture marker touch ups and furniture polish. The previous attempts of touch up remodels in the room/restrooms were evidently done by a non-experienced handy man. I am disappointed that the hotel chain owners/managers don’t do quality control walk throughs consistently to address unsightly craftsmanship like this. Paint in the bathroom had spray over on the edges and grout was “smeared” on some tile spots. I stayed with my family in this Austin Downtown hotel thinking that the brand was quality based but boy we’re we in for a surprise. Good thing we checked in on Friday night & left Sunday morning. The stay was so short that leaving and finding a different hotel would have imposed on our entire family graduation. We were 6 families with children.

The stay was great, paying for parking is always a given in a big city but we did not like that the parking was in a totally different building, all of the luggage caddy’s were being used adn we had to carry all of our luggage from one building to another with little kids on a busy super busy street, pretty awkward, but the hotel was great, the nightly reception is back and the breakfast as always had great choices

The good thing is that everything in the hotel room worked…if that is your baseline. But the sofa was so stained and so gross that I had to request sheets to cover it so we can sit on it. We planned to use the pull out bed feature for my kid but she refused it. This 4 year old looked at the sofa bed and said it looks like someone pooped or puked on it. We would have requested another room but we had already unpacked our two small children. Also beware of using their infant crib. The infant crib came with an unusually soft foam mattress that was definitely not safe for an infant. It certainly was not the mattress that came with the crib like the crib label said to use. Also instead of a fitted sheet for the crib the crib mattress was wrapped in a large bedsheet that was also a hazard for an infant. I tried to adjust it but it was way too much fabric in the crib.