Holiday Inn Express & Suites Austin NW - Lakeway

I had a very disappointing and concerning experience regarding accessibility at this hotel. Before arriving, I contacted the hotel to make sure my room would be accessible due to my recent spinal cord surgery. I specifically confirmed that the room would be accessible and that a shower chair would be available. I even have this confirmation in writing. When I arrived, none of the accommodations I was told would be available were actually provided. The front desk seemed unsure how to handle the situation, and I immediately contacted customer service while I was still at the hotel. I was told they would notify the property and make sure my concerns were addressed before checkout. No one ever followed up with me. Because of this, I was placed in a dangerous situation. I could not safely showe

This hotel is excellent. The staff is great and always helpful. It is well maintained. Coffee and breakfast were well appreciated. When we stay here it is for a week at a time, so it does give one a chance to see the overall operation. It is mostly quiet unless the guy that walks by your door a 5am discussing his golf game at 120 decibels. You know the one.

If you can reserve as part of a flash sale - which IHG has pretty often - it's a decent deal, but this location is far from the best example of a Holiday Inn Express. The floor under the carpet in Room 329 was VERY lumpy. The shower's temperature control behaved weirdly; it was nearly impossible to set the temp between super hot and super cold, and when you did, it made an odd "drumbeat" sound. Breakfast was disappointing; the sausage was overcooked, the juices had that cheap-from-concentrate flavor, and the floor was SUPER sticky. On a more positive note, the beds were quite comfortable.

Positive: The staff was amazing Negative: The room was not cleaned very well. There was hair all over the bathroom countertop. We had a sleeper sofa and there was not blankets or covers in the room.

Nice place for the most part. Shower needs a light scrubbing. It’s uncomfortable to get into a dirty shower. I am adding 2 photos. I used the provided washcloth and gently scrubbed the shower floor with water and it came clean. Wouldn’t take too much effort.