Holiday Inn Express & Suites Austin NW - Lakeline by IHG

Reviews

• FF

  Fely

  5 days ago
  2.0
  The rooms are clean, large and had plenty of storage. But...Pool and jacuzzi were inoperable. Pancake machine broke in the middle of my order. Be aware the lighting in the bathroom is poor the sink and tub drain slowly and the elevator was thinking about keeping me. Lol
• JA

  Just Another

  6 days ago
  1.0
  Having been a member for a really long time with IHG-I've never been as invalidated as I am tonight. For $150 I've not gotten to sleep or relax as the people above me sound like two water buffalos wrestling ALL Night. I texted the front desk 3 times-no response. I then call and Keith answers the phone and initially super friendly. I explain the water buffalos fighting-he says he's going to go "see whats going on." 30 mins later its 4:30 AM and I hear him inside of the room at the end of the hall-he realizes that I am out listening to see where the sound is coming from. Keith Barges out of the room-rolling up his sleeves and says "214? Right? Can you explain what it is you're hearing because I just came from up there and didn't hear a thing.?" "Maybe it was me walking that you heard. I tend to make a lot of rounds...." I asked him if he walked like a heard of elephants would in a river dance" He said that he could probably sound like that. But, first-why would he only choose the third floor? Why would he be coming from another guests room? I began to question who the manager was-and if this was the policy in handling a guest complaint about not being able to sleep due to the noise-"Well first we would investigate the alleged-complaint and if we can't find evidence-then unfortunately there is nothing we can do." "But, if you want to speak to my manager in the morning-her name is Maureen...." and walked away. Actually I am going to go a step above that. I am going to ensure that IHG gets a full complaint as well as the Owner and I'm even going to share a complaint with the ADA and OCR due to the nature of harassment type of activities of the guests above me and Keith's strange response having been verbatim to the guest I overheard right after he mentioned it to me....Tells me that Keith had shared the details of our conversation with another guest who then because to walk by and stomp and slam her door. Any future Guests: if you plan on a peaceful, quiet room to yourself-This is not the place for you. I take my privacy and information very serious. There are very strict policies in place by Texas Penal Code Title 9, Chapter 42: Disorderly Conduct and Harassment. If you don't want to experience this-Its a great idea that you book elsewhere
• AM

  Angie M

  Aug 14, 2026
  5.0
  Stayed Aug 11 - Aug 13, 2026. Check in was fast and easy! Was given complimentary water bottles (1 each person) and I've never had that happen before at any other hotel 😊. Nearby is a gas station with a McDonald's and its right by the freeway. Breakfast had a good amount of options 😋 (oatmeal, cereal, eggs, biscuits, sausage, coffee, bread/muffins...etc) No waffle maker, but they had a sort of pancake machine? The pool was amazing 🏊‍♀️ goes up to 6 ft!! Rooms were clean and had no issues with anything (a.c was super cold all night 😁) We were greeted everytime we left and came back to the hotel 👍 would recommend staying here and I'd gladly stay here again 🫶
• SC

  Stacey Contreras

  Aug 12, 2026
  4.0
  We enjoyed our stay! The wallpaper needs to be replaced in some spots, or removed..but the service was outstanding! The staff was genuinely friendly and helpful! The breakfast buffet was delicious and fresh! The coffee from the fancy coffee machine was so good! A medium roast; not too strong, but not weak. We enjoyed the pool! The hotel was clean! We look forward to going back!
• HJ

  Hyeryeon Jeong

  Aug 9, 2026
  5.0
  ⭐️⭐️⭐️⭐️⭐️ Exceptional Hospitality — Keith and Marlene Made Our Stay Truly Memorable This was honestly one of the best hotel experiences our family has had, and I couldn’t leave without recognizing Keith and Marlene for the exceptional care they showed us. From the moment we checked in, Keith was incredibly warm, friendly, and welcoming. He took the time to tell us about nearby attractions and made us feel genuinely welcome from the very beginning. Our room was perfectly clean when we arrived. However, after returning late at night from sightseeing, we discovered quite a few small flying insects in the room that appeared to have entered through the A/C system. Since I was traveling with my two young daughters and my mother, this easily could have turned into a stressful and disappointing experience. But Keith completely changed that. The moment we told him, he sincerely apologized and immediately took action. He quickly arranged another room so our family could settle in without further disruption to our trip. He was calm, kind, and genuinely concerned about us—not just about solving the problem. He even came upstairs personally to see the insects and understand exactly what had happened. What impressed me just as much was the following morning. When we came down to the lobby for breakfast, Marlene already knew everything that had happened. We didn’t have to find someone, explain the situation again, or ask for anything. Keith had already communicated everything to the management team. Marlene approached the situation with such warmth and genuine concern. She apologized again, offered us snacks, and asked for photos of the insects so the hotel could investigate what had happened and help prevent it from happening again. More than anything, Marlene made us feel that we were truly being taken care of. It didn’t feel like they were simply trying to resolve a complaint. It felt like the entire team genuinely cared about our family and wanted to make sure we were comfortable and that the rest of our stay was a positive one. That feeling meant so much to me, especially while traveling with my mother and two little girls. Problems can happen at any hotel. What makes a hotel exceptional is how the people respond when something unexpected happens. Keith’s immediate response, followed by Marlene’s thoughtful follow-up the next morning, turned what could have been the worst part of our trip into one of the strongest examples of hospitality I have ever experienced. Keith and Marlene are the reason this is a five-star review. Their kindness, communication, professionalism, and genuine care made our family feel valued—not simply as hotel guests, but as people they truly wanted to take care of. Thank you, Keith, Marlene, and the entire team for making our family feel so welcome and cared for. We would absolutely stay here again, and I would recommend this hotel without hesitation.

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