Holiday Inn Express & Suites Austin South-Buda by IHG

I’d originally written a review about this place on 3/22 after checking out. The manager, Aggy, finally called me back 3/23 and I thought the issue was resolved so I deleted the review. It wasn’t resolved and even after talking to her on 4/3, it still isn’t resolved as of today 4/13. We had reserved an ADA king with sofa bed with roll in shower. Upon checking in, we were given room 101. While using the toilet I noticed the roll in shower didn’t have a folding bench/shower chair. I went to the front desk to ask, the young woman working had no clue what I was talking about. Only thing she could think to offer was a chair from the outdoor pool/patio. I asked for manager, was told one wasnt there. I used IHG app chat to try to resolve and was told to resolve on property since I was still there. We went to eat and stopped in Home Depot to purchase a shower chair. The next morning while showering, noticed the handle/knob to turn on the handheld was completely broken off. Couldn’t be turned unless we had pliers. Went down to front desk again, same situation. No manager, no help. Same issue with IHG chat—resolve on property since we were there. We quickly packed up and left. I also sent messages to IHG through Facebook, Instagram, and Twitter. On Monday 3/23, manager Aggy called me that the handle was being fixed immediately, there ARE shower chairs but desk worker failed there, talked about issues they had with renovation/construction leaving jobs unfinished, etc. She said she would refund the stay. I told her I had that same room booked in May, so would everything be fixed and all by then. She assured me yes, please keep reservation and come stay again. Days/weeks went by and there was no change to charges on bank account. Bill on IHGapp is confusing to read showing charges and “adjustments”. Called back on 4/3 and had to play “telephone” between front desk and Aggy before being allowed to speak to her. By this I mean I asked to speak to Aggy, front desk asked what it was in reference to, I told them. They clicked over and then clicked back and asked who I was, I told them. They clicked over and then clicked back wanting more info. I asked if she WAS there or not, then was connected. Aggy basically said she didn’t know, she didn’t directly process the refund, she gave it to front desk to do. She’d check back and let me know. Never heard from her again. IHG app bill shows another “adjustment” but bank still only shows charge of room. I have cancelled the May room and will NOT be staying there again and am now posting this review.

I don't know why this hotel gets a bad rap. I understand people are speaking to they own, very personalized, experience. I'll speak to mine. It was an amazing stay, check in was smooth and easy, there was plenty of parking, the property was in amazing condition, and the room was super clean and spacious. I didn't have low, nor high, expectations and this far exceeded and was a really good stay from a service and quality standpoint. I would question that there are any better hotels in Buda, top to bottom, moreso than this property.

We booked our stay for 3 nights over Labor Day weekend. After getting settled in we noticed that the table between the beds was not clean AT ALL; the whole top sticky from a very obvious liquid spill of some kind. So we cleaned it ourselves with soap and water. One of the beds squeaked extremely loudly and constantly when you sat and rolled or even barely shifted on the bed. The bathroom had an empty Dove soap dispenser and little shampoo in the shower and no hand soap in the bottle at the sink. The floor was filthy and had not been cleaned in sometime; your feet became black on the bottom after a shower just by walking a short distance in the room. If you wanted maid service you had to ask for it. After the 1st night I asked the front desk if the maid would visit our room that day and he said maybe? That not an answer a paying guest wants to hear especially with all the dirty surfaces and empty toiletry supplies experienced in a newly occupied room. The next day the maid did not come at all. We have never had such a poor experience in any other hotel in all our extensive travels.

Problems at every turn Although the building seemed new, it was hiding major problems. First we checked into a 2 queen suite and found a frog and roach on the floor. They scurried out a 4 inch hole under the AC unit ( i have photos). We were moved to another room that was a literal sauna because the had the AC off and fan bringing in hot humid 95 degree air. In the morning the breakfast area was dirty and the coffee was cold. Staff didn’t help when shown the problem. This hotel has a big management problem. PS dont stay in room 105.

Got in late; room was dusty with drywall dust.bathroom was VERY moldy(moved us the next day to another room)next room was somewhat cleaner BUT they did not clean our room for 2 more days had to ask for extra towels etc.then the last 2 days elevator was not working.

Worst Holiday Inn Express I have ever stayed at. Stayed in Accessible King Suite with Sofabed & Roll In Shower. No fold-out bench in shower. Asked front desk about a shower chair, young woman working was confused as to what it even was. Only suggestion was to give us a dirty chair from the pool. Used IHG app chat to try to resolve, they called hotel and no answer so opened they opened a complaint case file. No clock at all in room. Couldn’t close both shades so headlights and floodlights lit up room all night. Went to take shower and couldn’t use handheld part because the handle to turn it on/off was broken off. Went to front desk to complain of that and asked for “manager on duty” and was told she wasn’t there. I said she wasn’t there the previous day either and was told that “must be her day off”. No help whatsoever. Also sent messages through Facebook, Twitter and Instagram to receive same excuse of “talk to onsite staff”. Onsite staff does NOT care.