Homewood Suites by Hilton Austin NW near The Domain

My husband and I have stayed at this location several times over the years, and other than minor issues until this last stay, service and accommodations have been good. However, our stay on 12/15/23 will sadly be our last. We placed an order through UberEats, which showed delivered, but the front desk clerk stated no one ever came through and suggested we check with the hotel next door, who also stated no delivery was made. Since this is not atypical for food delivery, we thought little of it and just reported the order as undelivered and placed another order. The second delivery driver also reported the order as delivered but messaged us confirming that the front desk clerk refused to let her in and had her leave the order at the front. We went down to the front desk again and asked about our order. The clerk stated he did not know what we were talking about and again directed us to the other hotel. We went to that hotel in person and were told no deliveries were made. The delivery driver confirmed she was at the correct hotel by identifying the sign at the front door and then she described the desk clerk as someone that made her feel uneasy, but she left the order since he would not let her in. I confronted the desk clerk at this point and stated it seemed a bit odd that two delivery drivers confirmed orders were delivered to the front desk, but he claimed no one delivered anything. He became defensive and asked me why anyone would do that and said I should not be making accusations, to which I replied that I did not enjoy having to even make the accusation, but the situation seemed a bit odd since I had confirmation from 2 different delivery drivers that food was delivered to the correct location. My husband did directly tell him he thought he was lying and "to enjoy our "*******" food" at that point and since my husband used profanity, the clerk then proceeded to tell us he was going to lock us out of our room. I stated that was excessive and that we at least needed to get out of our pajamas and gather our belongings. He then stated that he was locking us out and that we could not get our things, so my husband and I walked away to try and end the confrontation and at least get our belongings before being locked out. He started following us rather closely down the hall, so my husband firmly told him he needed to not approach us. We were able to get into our room and started getting dressed and packing our belongings. The phone rang once, but we did not answer. We got dressed and checked out in the middle of the night because we did not want any drama and did not feel comfortable staying any longer. We were so shocked by the incident, so as a precaution, we took video of the room as we left the key cards on the table and locked the room. We drove an hour in the middle of the night to get home. I called the hotel when we got home and asked the clerk for a name. I had to ask three times before I was given the name John. I called the next morning to report the incident and was told the person that worked the night before was not named John, and that I could call back at 1 to speak with a manager. I called back at 2 and was then told that there was no manager available until January but was given an email address for an assistant manager. I asked to verify the clerks name and was then told she could not give me that information. We ended up calling the Hilton Honors customer service line to file a complaint and were given a refund that we were told would come via check in 30-45 days. We were informed a manager would call us back and are awaiting that call.

This was a great hotel for my quick business trip to the area. The host that was there when I arrived was awesome and very helpful. Even I checked out the gentleman was helpful and pleasant. The gym was rather small so if you're a gym person be prepared for that. I can likely only hold 3 people and there aren't many weights. The rooms were clean and spacious.