Staybridge Suites Austin-Round Rock

Booked this hotel because of it's reasonable price and availability. Attending the Georgia-Texas football game and speaking at a conference. When checked in, lobby smelled like dogs. Dirty elevator smelled like dogs. Room had an even stronger dog smell. Tried to open windows to get fresh air. One window opens just a few inches. Other window not at all. And window sill was covered with pet hair. Asked at front desk if there were any "non-pet rooms". They said all rooms welcomed pets. (We didn't realize this when we booked) Said they would send housekeeping up to "spray the room". Got back to room a few hours later, and it smelled like peppermint...and dogs! Air conditioner in room sounds like a helicopter! VERY LOUD! If we could find another hotel nearby with vacancy, we would go somewhere else...but with Texas football game, and Formula 1 race...no other hotels have vacancies. We often stay in IHG hotels, but our first time at a Staybridge Suites. Never again! Do not stay here unless you have no sense of smell. I think even if we traveled with our dog (which we don't)...our dog would go crazy from the strong dog smell! Not a good experience at all.

We booked our room at Staybridge Suites back in April for an October trip. We booked a double-bed suite. We even received a confirmation email a few days prior to our arrival. After a long day of flying with two children under 10, we arrived at the hotel only to be told that the room we booked was no longer available, nor were any similar rooms. They claimed they tried to contact us—just one hour before we arrived, when we were literally still at the airport. The front desk person acted like they were doing us a favor by calling at all, saying, “Well, we tried to call you, but you didn’t pick up.” It was around 7 pm when we arrived, so it wasn’t as if we were checking in late or missing a deadline. When we asked why we even bothered booking months in advance if they were just going to give our room away, the staff had no explanation. They offered us a queen bed and a pull-out couch for our kids, for the same price as the original booking. When we asked for a reduced rate since the room was clearly inferior to what we had reserved, the front desk person said, “No, that room is actually more expensive now, so we won’t charge you the difference.” We were floored. We then demanded to speak to the manager, who wasn’t on-site but was called. The manager apologized and offered us two single-bed rooms for the night, promising we’d get our original room the next day. It was frustrating, as we had to separate as a family, but we were exhausted and accepted. One of the rooms had a strong chemical smell, and the other had torn-up couch cushions. The next morning, during breakfast, we asked the front desk when we could move to the new room. A different front desk person replied rudely that, “It’s only morning, we won’t know until after 12 which room you’ll get.” We didn’t expect the room to be immediately available, but no one had informed us of any timeline. It felt unreasonable to expect us to wait around all day without any clear information. At that point, we’d had enough. We checked out of Staybridge and called Home2 Suites by Hilton, just a few minutes away on University Ave. They were wonderful! Not only did they give us a fantastic room at a lower rate, but they also let us check in early around 9:30 am after hearing about our experience. The amenities, breakfast, and cleanliness were all much better than at Staybridge. The Staybridge hotel felt outdated in comparison, with even a creaky elevator. Overall, we were incredibly disappointed with how Staybridge treated our family. We were planning to stay for an entire week, which wasn’t cheap. Whether it was a system glitch or the inexperience of the front desk staff, the way they handled the situation was unacceptable.

Have been to many IHG hotels around the world and this one is the worst of all!!! If you are looking for getting flea bites , this is the place for you! If you’re looking for hostile service, this is the place for you as well! Informed the hotel flea bites and sent pictures to them, the manager arrogantly said if I need ambulance, she will get it for me with no apology, even said the fleas can come from the outside, even after I told her where I got bitten, the gym and breakfast area…. For being an IHG Diamond member, that’s how this hotel treats you, the one and only… Never again to this place and you should think twice if you really want to stay there, was there for 4 nights, every morning I saw people checking out and complained about something…

So i had some down time with some friends from out of town here at this property and let me tell you we had a good time here we enjoyed our stay starting out with a quick hang out on the first night there with a bbq and some clear clean cold pool swim , they had everything we needed from pool towels to spatulas for our burgers we dried off under a very nice cazibo they have there in the pool area and enjoyed the rest of the evening with my friends The room we stayed in was very clean with very comfy beds and super white fluffy towels the kitchen was cute that glass stove top was very nice made some food during the day and love that ice maker we needed that to make our drinks the sofa bed came in handy due to another friendo of ours eneded ip making it afterall so overall we enjoyed our stay and we for sure will be back soon for another get away

Hotel staff is great. The hotel is clean. Older model hotel but clean and as update as it can be. The front desk is welcoming and helpful. I feel right at home during social hours. The pool is very nice and the grills work perfectly. Very comfortable for groups. I would have my family hang out here.

Quik get away from home and work with some friends for a couple of days and had an awsome time very helpful staff nice kitchen and great breakfast fresh fruit ,Coffee on point and the sofá área very nice and quite Will return to this Hotel definatly

This is a very nice hotel very friendy staff they went out of there way to make sure we had everything we asked for very clean from the lobby área to our room ,the room was very very clean nice firm beds fluffy pillows nice view from my window to see a nice clean pool overall i was happy with my stay and i sure will be back to stay there again

Monica and her team are the BEST !!!! Everyone is kind and always so helpful ! Social hour is always great ! Yummy foods ! Everything is always so neat and everyone working always makes you feel so comfortable!!! Great Housekeeping Team ! Front desk is always so kind and helpful as well ＜3

The staff is nice and that’s about it this hotel is old and nasty they have bed bugs it’s not safe the dolly is broken and when you get on the elevator and it’s terrible not clean feels like it’s going to break. It smelled like mold my lamp sparked and blew out the living room and kitchen lights I had to prop my chair against the door for it to be safe. The only thing that was good is there service but i highly don’t recommend but they did refund me is all I can say