Holiday Inn Express & Suites Austin NW - Lakeway by IHG

We went twice back to the desk to get a new key and still door did not open. The guy in the front desk had to go manually open it with a machine. After about 5 minutes of trying it finally open. They had to change us to different room. Had to repack and get everything out of fridge. After finally getting another room they didn’t give us the password to the WiFi. Only the key to the room. Was too tired to go back downstairs. Other than that stay was good.

Place was exactly that we needed for our trip

It met my needs and expectations. Staff was helpful and and friendly all packaged in a bright clean environment.

Exceptional

Just an average hotel for travel. But, like other chains, no surprise.

Location was perfect and being around the lake area! It was perfect

The property was very convenient to where I needed to be and was clean and comfortable.

Very good

It good

One complaint which is pretty big maybe tmi the toilet paper is extremely rough. I would highly suggest for you to bring your own or for you to bring some Babyy wipes or something like after 2 days we regretted not having our own…. Just trust bring your own it’s like not ok..

Woman at front desk was a bit rude fridge and coffee maker were broken X2 ...

-no hot water in the tub-shower -no coffee maker or glasses for beverages the thermostat was defective, resulting in a 78 degree night go discomfort I'm not expecting a 4 star or 5 star experience at this motel...however, I was disappointed that it was a 2 star stay.

The property was in a great location to the activities we wanted to do. Close to grocery & food as well. The beds & bathroom were clean & when we asked the staff for help they promptly did so. Breakfast was also very good i like that they offered a variety of meals every day When we arrived to our room it had a very strong smell of mildew or mustiness. Not sure what it was but it didnt go away. The light was flickering, unsure of whether or not it wanted to stay on or off. Maybe needed a new lightbulb. The ac was deconstructed when we arrived so we did have to ask someone to help put ot back together. It worked well but it was just unpleasant to look at, it felt like just by touching it we would mess it up. The tv was also tricky to figure out we thought it was broken but did figure it out eventually. We were arriving late and when we tried calling nobody would answer the front desk so i did have to contact the parent company to get assistance which was very helpful.

The property was in a great location to the activities we wanted to do. Close to grocery & food as well. The beds & bathroom were clean & when we asked the staff for help they promptly did so. Breakfast was also very good i like that they offered a variety of meals every day When we arrived to our room it had a very strong smell of mildew or mustiness. Not sure what it was but it didnt go away. The light was flickering, unsure of whether or not it wanted to stay on or off. Maybe needed a new lightbulb. The ac was deconstructed when we arrived so we did have to ask someone to help put ot back together. It worked well but it was just unpleasant to look at, it felt like just by touching it we would mess it up. The tv was also tricky to figure out we thought it was broken but did figure it out eventually. We were arriving late and when we tried calling nobody would answer the front desk so i did have to contact the parent company to get assistance which was very helpful.

We liked how convenient it was for all the activities we had planned the pool was top notch

Excelente atención y muy buen lugar

Good

Clean Room & Breakfast were excellent.

Terrible smell, floors were very dirty, shower was nasty

Superb

Staff was great. We missed are flight and they allowed us a late check out!

Easy getting in and out. Great staff help.

Breakfast had machines broken, food was sub-par, and any request of replenishment of food items was met with pointing at what they had then going to hide in the back - which said to me, you get what you see, no more.

Everything was great here!

Shower was dirty the shower drain was not screwed down so when you stepped on it caused a whole. They water pressure was so low you had to flush the toilet twice. The elevator was dark and nasty , the pool area needed to be cleaned not safe very slippery

When I checked in, the guest ahead of me was greeted warmly, but I was treated very differently. As a woman traveling alone for work, I always request a higher floor away from elevators and ice machines for safety and because I’m a light sleeper. Jared claimed he couldn’t see requests from third-party bookings, then immediately stated there were no rooms matching my requests—making it obvious he had seen them. He refused to provide the manager’s contact information, giving only her first name, Shana. Instead, I was assigned a first-floor room next to both the elevator and ice machine—the exact opposite of my requests. The room was unacceptable: a damaged door frame and lock, a roach on the floor, dirty carpets with crumbs, and broken dresser drawers. I have photos of everything. Jared also refused to explain any hotel amenities, simply replying “No” when I asked. We immediately checked out because we did not feel safe. Even worse, Jared later contacted my employer through our company’s Instagram account to complain about me. My employer fully supported my decision after seeing the photos and agreed I should never be placed on a first floor while traveling alone. This was one of the worst hotel experiences I’ve had. Management needs to address staff professionalism, housekeeping, pest control, and room security immediately.

Business trip, Not a bad stay , but limited dining options

The Breakfast was not up to Holiday Inn Express standards. The turkey sausage was dried out. Yogurt selection was non existent. The juice machine was out of order.

Nice and clean. Pool was clean nice. Hot water took some time to heat up. Breakfast needs a lot of help. Not much to choose from.

Wonderful! Great location, cute pool.

Breakfast was rarely stocked. No pool towels without asking (practically begging) for 5 days. Unhelpful front desk (except for the night shifters). Pool area not kept up well. This is the 4th time we've stayed & very disappointing to see it go downhill.

Outside needs care. But the room was clean and the mattress was new and confortable. Breakfast was good for what it is.

Exceptional

Not kid family friendly. Not Veteran friendly. The third night, Staff member pounds on our door at 8pm saying my children were running around which they weren’t and was very aggressive. When my husband went to tell that staff member that the noise was continuing even though our children were in bed and to defend our children, that staff member called the police and kicked us out at 9pm (I have a 5 year old, 4 year old, and a 7 month old). It was handled grossly inappropriately and unprofessionally. The fridge was hot when we arrived. Room smelled like feet. Housekeeping finally cleaned room but didn’t leave towels. I could go on. I’m beyond disappointed with this hotel and will not be returning. I recommend staying at a different location!

Friendly and accommodating. Very clean room. Parking was great. We had 5 and a dog. Excellent stay.

Great place to stay. Air condition didnt work in our room, but we were moved to another room without problems.

I had 2 days stay, room was nice and clean. Staff was really helping. Breakfast has good options and it was good.

Refused a same day reservation.

Good stay

Helpful staff for early check in and out to accommodate a small wedding party.

I wish the pool was bigger. Staff was great. Room was clean & convenient. Good breakfast

Superb

It's close to Baylor Scott and White

Very good

Did not get to have breakfast, slept in!

Yes

Quiet. Near Medical Center. Bed, breakfast food not fresh. Could easily tell it was frozen & then microwaved-just did not look appetizing or taste good.

Quiet. Near Medical Center. Bed, breakfast food not fresh. Could easily tell it was frozen & then microwaved-just did not look appetizing or taste good.

Clean and spacious rooms. Few choices at breakfast

Clean and spacious rooms. Few choices at breakfast

We were sad to find the hot tub closed for repairs, but at least it will be fixed for future visits.

The hotel was clean, the bed was super comfortable with fluffy pillows. The hot breakfast was delicious and plentiful. The staff was very friendly and seemed happy to work there. We were sad to find the hot tub closed for repairs, but at least it will be fixed for future visits.

Nice location, the room was clean, served a great breakfast in the morning.

Facilities needs improvement. The AC unit and elevators were loud. Room was clean, staff and breakfast was great!

Hotel was very clean and nice with friendly staff. Room was perfect and no complaints at all

The bed in the room was absolutely horrible. It needs a better mattress.

Breakfast was so so and we were told to eat with a spoon as there were no forks to be had.

Room was dirty,kids jumping in the room above us,no hot water for showers

Amazing hotel

I was only there for one night, but I found it to be clean, and well appointed. The staff at the front desk was very friendly and even assisted me in finding somewhere to have dinner when I arrived. The price for the room was also very reasonable, considering it was in a very nice area surrounding Austin Texas. Would recommend this Holiday Inn to anyone who’s looking for a pleasant experience.

Nice stay

Very nice place. Be very careful with Expedia though it will send you 30 miles away from the hotel you think you are booking because the other hotel pays for top of the list.

Yes

The staff called me at check in time on Friday to tell me they overbooked the hotel and canceled my reservation

I booked 3 nights to wait out the Austin winter storm on Jan 24. Upon arriving, the door handles had frozen on my car and as a result I couldnt close the doors or open them again later. I couldnt take the room because I couldnt leave the car doors open during the stay. But the hotel didnt care and wouldnt refund even though clearly it was a crisis and im a senior citizen too. I would have accepted credit for a future stay but none was offered. I think this is a rotten way to treat people who hadnt simply changed their mind. True, weather isnt the fault of the hotel but given that this was $500 down the drain, they certain could have done better, even subtracting a service charge. Im not saying a person shouldnt stay there but inflexible or severe policies like this should make one think twice.

Great place to stay

We arrived at 1am after driving all day/all night. There was a sign on the front desk to call the night manager at ###…. to check-in. After checking in and 3 trips up and down the elevator, to get our key card to work, the manager finally had to come let us into the room. It was a room with 2 queen beds. Neither of the bed sheets had been changed. There were black hairs and stains on the fitted sheets. Since it was late and we had to leave early, we ended up sleeping on top of the sheets. I notified the front desk when we checked out.

Is fine

Easy check in and very comfortable beds

Sausage was dry need a bit more flavor not even real eggs they are powdered eggs but potatoes and bacon was bussin

Breakfasts

Yes

Overall, the accommodation was VERY GOOD, but the maid service was lacking. (Specifically, after the 1st night the room was not made up We were also shorted toweling & water cups.) The bed was difficult for a senior female to get into as it was fairly high off the floor.

Easy check in Newer hotel tho bed super hard Super convenient for what I was looking for

Spacious, clean, and new furniture.

Yes

Booked 2 queen beds and got given a king and sleeper couch.

Just wish the hot water in the shower lasted longer.

The overnight person on duty was doing a room check and opened my door at 2am without identifying himself. I had extra security on the door and they couldn’t enter my room. Then he knocked but didn’t identify himself. I was scared and then I got a call from the front desk as I was about to call and I was quizzed about my room. The person who changed my room when I checked in must have not updated the record. Sadly, I couldn’t get back to sleep.

Was great we will stay here again

The front desk and house keeper were very nice and accommodating. The room was spacious and clean

The facility was good. I was paying for a guest and expedia charged me one price and I asked my guest to get a receipt and the receipt was cheaper than what Expedia charged me. I contacted Expedia about the difference and they said despite the receipt I would still be charged the higher rate. I am not pleased with Expedia and will not use them again. They charged me more than booking directly through the hotel and when confronted they didn't budge an inch. Beware future Expedia users

Hotel was very convenient to all areas

Fantastic friendly staff . Well kept . Updated rooms. Excellent location if youre in Lakeway .

-

Continental breakfast was OK at best

Good customer services

Great location and the staff very friendly. The matt

There was no breakfast in the morning .People was packing food out of the hotel.

Everything is good and comfortable thanks

Great price

Property was very nice.

Staff was nice and room was clean and up to my standards. Perfect distance from the lake

The check in staff was very pleasant. My disappointment was that the hot tub was unavailable.

Everything went great except when we swam and then were told they ran out of towels, glad I at least had one hanging up from the night before

Booked a room days in advance and was placed across from the elevator on the ground floor. Was constantly woken by the sound of kids yelling in the lobby, unknown things hitting my door all throughout the day, and the chime of the elevator. No seal on the bottom of the shower door, so every shower led to a large amout of water on the floor to clean up. Definitely ruiened my trip by lack of sleep.

It was dirty and cluttered.

Great location to go to lake Travis.

Comfortable Bed, Great breakfast buffet, excellent check in and check out

Nice hotel. Good location and clean. The only issue we encountered was the breakfast the two mornings we tried to eat. Breakfast was 7-10 am but despite arriving @ 845 and 9 they were “out” of every hot item and the pancake machine was empty. No coffee both days and had to ask for it to be refilled. The breakfast wasn’t particularly busy, but either it wasn’t staffed with enough people or the right people.

Hotel was very clean and staff was so nice. But the bed was hard as a rock! Then there was no hot water for a shiwer in the morning.

Needed a quiet and safe space for a quick stay over. This worked perfectly and all was well.

Very easy stay. Not super walkable or close to many restaurant or shopping but it was a very quiet stay

It was great

We have stayed here twice. Very convenient for our business and easy to park. Nice and quiet too and the staff was very friendly and helpful.

Very nice

Also, i had problems communicating with the hotel by phone ahead of time.to let them know we would check in late. I was also transferred to someone trying to sell me something at what was not a good time. I finally had to hang up on that person because she wouldn’t quit! Extremely irritating!

My husband and I stay here whenever we come in town to visit our daughter. The breakfasts are a major plus!!!

Great

Also, we asked for late check-out on Sunday(due to the tournament my daughter was playing, and depending on the wining or losing the match we could stay or had to leave) - they declined. So we had to leave; she won her match and we found another hotel - better and cheaper!!! The only inconvenience for us was that we had a lot of luggage to move. Anyway I wouldn't stay in this hotel again!!!

The staff was very friendly. The pool area needed to be cleaned up - leftover food and garbage. There were also no towels available.

Check in with quick and friendly.

Great location. Very comfortable. Good breakfast

Great stay

Clean & comfortable

We had problem with air conditioner they could not fix it was quite hit

The property is fine however I had no hot water in my shower! I ran it for over 5 minutes and it never got warm. It was too late in the morning to make a change and when I brought it to the attention of the front desk staff, they only said, “thanks for letting us know!” There was no apology or any attempt to make amends. Super disappointing. We are calling the manager to discuss.

convenient

I Usually book Holiday Inn Express due to nice location, good price and comfort.

It was ok just a condition of the bathroom was a humidity smell coming out from there when we arrived, and we notice that during our stay when we left the room that smell was there after the cleaning service done.