SpringHill Suites Austin West/Lakeway - Lakeway, Texas

Sasha G

My family and I were recently affected by Hurricane Beryl in Houston. After the 3rd night without power my family and I had enough. It’s extremely challenging to deal with triple digits heat and small children at home. All Houston hotels were completely booked so we knew we had to drive out of Houston. From the moment I called and Jennifer answered, for her kindness and willingness to help I will be beyond grateful. She told us not to worry just to get there safely and she will make sure we have a room upon arrival. We drove from Houston at midnight not caring for the time. Once we arrived just as expected her customer service and attention was beyond what you expect. Our room was clean & comfortable. At last we were grateful for AC. Daily breakfast was great. Will definitely recommend this place. Thank you Jennifer so so much for your attention and care, I don’t think you realize how grateful our family and I are. People like you are extremely valuable.

Kelvin Finley

I stay in hotels for work over 125 nights a year, and my team of six does the same. As a Titanium member for the past three years, the guaranteed late checkout perk has been invaluable—especially when I use points to travel for my kids’ soccer games.

However, at this hotel, it seems they’ve forgotten what “guaranteed” means. I requested a 2:00 PM checkout, which is well within my Titanium benefits, but the front desk staff told me, “We’re not honoring late checkouts today. The latest I can do is 1:00 PM.” When I explained my status and the need for the 2:00 PM checkout (not even the 4:00 PM I’m entitled to), the staff member smirked and said, “Sorry, nothing I can do.”

When I asked to speak to a manager, I was told she was off for the day and that contacting her wouldn’t help because she was on vacation. I called Titanium customer service, and after a 10-minute wait, they confirmed I should have been given a late checkout, but the hotel was overbooked and unwilling to budge.

We packed up and left, but not before the same front desk staff member smirked at us again and sarcastically wished us a "good day."

I won’t be staying at this hotel again. Moving forward, I’ll be booking my stays—and those of my coworkers—with Hilton for the rest of the year.

Kyle Milligan

Rooms are okay. But no service. Like, literally none.
Room service doesn't come to your room. And when I called for fresh towels because the shower leaks all over the floor, the front desk lady says: "you have to come get them." And then she just holds the pause. Just dead air. It was the least hospitable of hospitality service ever. Like something out of a funny TV show it was so bad.

Julie Brandenburg

Pet friendly, I had reservations about this...but was pleasantly surprised. Friendly front counter and cleaning staff. Only complaint is between the communication between booking on the marriott main phone line and the actual hotel...was not in sync, but was able to be corrected quickly.Overall i had a good experience here.?It was clean, quiet, and staff was helpful in getting extra towels...etc..Wish there was a hot tub with the indoor pool though.?‍♀️

Jana G

We stayed 6/16 - 6/18/24. The rooms were clean and comfortable. The staff was friendly and accommodating. I have to give props to Jennifer, the front desk clerk working the morning of 6/18. I went to my car @ 6am that morning, the day we were checking out, and my battery was dead. I went in to ask if there was a place I could call for a jump. Jennifer said she thought her jumper was in her car, but it wasn't. She then called her personal roadside assistance company to come give me a jump. Her company kept giving her text updates, but finally after a few hours said they were not coming. She was so upset for us! I finally found a place open that was close, and said they would be out in 45 minutes. Jennifer kept checking on us the whole time! Talk about customer service - Jessica is the star at this location! She will never know what her compassion and help meant to us!

kevinmiojp

Basic hotel with no service. New building, entrance door is a convenient store slide door?, spacious room, great bed, shower only, no tooth brush, broken hairdryer, no slipper, no water.
The TV remote didn’t worked, I asked for replaced have to go downstairs to yell for help (night shift), changed didn’t worked also reception said you cannot change your battery. Is it disposable remote control?! I was like “what” The 3rd one works.
Breakfast was free and self service so don’t expect much. The lobby is like a cafeteria so when more people could be noisy.
They are understaff but they are friendly.

Susie Risher

They gave our room away due to a sports team checking in although I checked in online already. They overbooked yet again according to other reviews and their front desk it is common practice for them to give their reservations away to larger groups. This was a huge inconvenience and cost my family time and extra money even though we reserved our room 4 months ahead. If I were you, I would book somewhere else. They are not worth it.

Nonna Markwardt

They allowed a group of guest to party in the lobby right by the front doors. Tons of alcohol. The smell os so strong all the way to the elevator. I'm staying with a team of young kids oldest is 12 youngest is 6 and all the parents are so uncomfortable we stayed here because there wasn't a bar. David working at the desk told me it's allowed even though it's NOT privately owned. No toilet paper or sheets in our room. Horrible experience.