I just returned from a business trip to Austin, staying for three nights at this location. We purposely booked at the Embassy Suites because of the ability to configure sleeping arrangements for three adults who wanted separate beds. As someone who has stayed in many Embassy Suites hotels across the country, I have come to know the brand including what to expect in the way of beds. I was surprised and disappointed to find that the pull-out sofa was not the traditional type, but instead a set of stacked drawers that pulled out to form the bed. Each contained a very thin mattress of no more than three inches, with gaps between so that a person sleeping on it would not be fully supported. This appeared to be a room that had been "refreshed", so I am left to think that the typical hide-a-bed that I have known for years was changed to this new design. While the design might work great for children or young adults, it was NOT an appropriate sleeping space for a full size adult. I was embarrassed to ask one of my staff members to sleep on this! (Plus, there was no bedding without calling housekeeping.) We requested a roll-away and were told they were no longer available. Finally, we were given a small studio for the night, with the direction to solve it with the manager the next morning. I did speak with the manager and her comment was that about 50% of the guests liked the new mattress. While I said nothing, it struck me that if all businesses were willing to settle for 50% customer satisfaction they would likely go out of business in a short time! To her credit, she offered us the extra room at a discount for the duration of the stay. SO-beware! If you are traveling with adults who are expecting to sleep on the pull-out sofa it is likely (apparently a 50/50 chance) that they will find the bed intolerable. With kids, go for it. The mattress is similar to a thick pad for camping with a nicer cover and should be just fine for little ones. I suggested that they provide either a picture or a more clear description of the mattress in their online room details, but know that it's not likely to happen. Had I known in advance, I would have made a different lodging arrangement for my group and this Embassy Suite location would have been spared a dissatisfied customer.
Other comments specific to this Embassy Suites: staff was friendly and helpful, especially the shuttle drivers! Location cannot be beat. Breakfast and happy hour offerings were great and really appreciated by my team. Housekeeping in my room was inconsistent over the three days, but generally ok. Overall, I would say that this was definitely not my typical experience when staying at an Embassy Suites or any other Hilton brand hotel. It was OK, but I have come to expect more and was truly disappointed.
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- Also Known As:
- Embassy Suites Austin - Downtown/Town Lake Austin Texas Hotel Austin
- Austin Embassy Suites
- Embassy Suite Austin Downtown
- Embassy Suites By Hilton Austin - Downtown/Town Lake Texas