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November 2023 by Tonya Dee
I would have given them 5 stars but I have never been to a hotel that charges to check in one hour early. I got there at 2pm and was told it would cost like $25 to check in early, that’s absolutely ridiculous since the room was ready! So I had to sit in the lobby to conduct my zoom meeting, which was very loud because the floors were being cleaned. Not only that but they also charge for late check out. I will never stay at BW again since this is how they operate. Marriott doesn’t even do all this, I will definitely stick with them. I will say the room was clean, as for the lobby the tables were nasty I got some sticky stuff all over my pants because the table wasn’t properly cleaned.
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November 2023 by Holly Trivino
I was a little disappointed. The room and hotel looks nice although the towel holder in our room wasn't screwed in all the way and about to fall off. The room was clean when we got there. I was upset that we stayed 4 nights and house keeping never came once. The shampoo and soap dispenser barely gave anything so you had to pump it a crazy amount of times to get what you need. The break fast was basic hotel breakfast nothing special or bad. In the gym the elliptical didn't work and there was only one so I had to use the bike. The staff was nice. We had to pay an extra $20 to check in an hour early but I didn't really mind. I just didn't wanna sit in the lobby for an hour after coming from the airport.
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November 2023 by Nun Ya
Nice experience, for us it was a good location as most of our visit was on the north side of town. It also was most free of vagrants and homeless...except for one screaming at the corner. Also, Saturday nights FYI there is a Mexican venue about 100 yards away and the tubas/bands are loud. But it wasn't that bad at all!
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November 2023 by Heart ATK
Giving 4 stars on the room as one of the towels had some dried blood on it when I arrived. Beyond that one very small issue everything was perfect, staff was super helpful when I reached out, and cleaning staff did what they do. Planning another 3 week visit at the end of the month and hope to stay againWalkability: Get a car or prep for lyft, not this locations fault but there's little walking distance wise
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November 2023 by Global Dents
Cindy the assistant manager came to my room without knocking and attempted to open the door while I was in the bathroom. She says with an attitude “check out is at 11, you’re going to be charged $50 dollars for a late checkout” there was no “Hello” “Would you like a late checkout or extend your stay” no politeness, respect or hospitality. Was literally on my phone about to extend my stay online before she came to my room speaking to me like this, I said to her “I wasn’t aware that there was going to be a fee for a late checkout” she said “it says it on the slipped you signed” I said “I didn’t see anything or wasn’t notified” I told her I travel a lot on business I’m in and out of hotels weekly for the past 17 years of my life, I’ve never been charged a late checkout fee. Listen, I’m 38 years old, I started my first company when I was 23, this month will be my 15th year anniversary in business, I would never speak to a customer like this. That was unprofessional.Was literally just waiting on my laundry to be done because I worked 16 hours straight yesterday, got to the hotel around 11pm, woke up around 8am this morning, went down stairs to get breakfast which was less than mediocre, have a group of young women starring at me in a flirtatious way, it was too early to even entertain that situation, go back to my room, eat, organize my things and decided to do laundry. Which if you read on their “Guest Directory it says $1.00 to wash $1.50 to dry, clearly on their machines it’s double that. It’s not about the money on the laundry or the “$50 dollar late check out fee” it’s the principle.Cindy will look you dead in the eyes and lie straight to your face. If she’s married or has a boyfriend, RUN bro run! This biological female is a bold face liar. When I confronted her at the front desk she said “don’t speak to me like this” because I was calling her out on her lies. Where did I sign that said I would be charged a $50 dollar late check out fee? You said it was on the slip. Then she switched up and said it’s on the keycard slip, I said “I’m glad you said that because I took a picture of it before I left the room” then I asked her “since you’re charging me $50 dollars for a late checkout what time will I need to checkout? She looked at the time and said “2 o’clock” I said “you’re assuming” she nods her head and says “yes” because at this point it’s about 1:30pm. In my mind, after she came to my room and rudely spoke to me like this I figured if I’m getting charged I might as well take my time to leave and move to another hotel instead of giving them more money. I’m not one that easily gets upset but when someone disrespects me and then lies to me not only once but multiple times, then you’re going to meet another side of me that I don’t want to bring out. Hence this long winded review. Will they get customers of course but will this review discourage some people and book somewhere else, I hope so. Smart people will read this review and just book somewhere else instead of risking dealing with this mediocre hotel. In all fairness, I don’t even stay at Best Western hotels on a regular bases I favor IHGs, Hiltons and Marriotts but every decent to nice hotel was either sold out or overpriced due to some event going on this weekend. This was my first stay at this location and will most definitely be my last! Rather sleep in my car than to support this place. If you got this far, I shouldn’t have to say I don’t recommend this place but let me just be clear for some dense people, do yourself a favor and book somewhere else. Fire this manager, train better employees and make sure they understand they’re in the hospitality business. Be more hospitable.
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October 2023 by Tonia Vigil
The system was down , so I waited and waited. Ended up having to cancel my week booking and just stay for the night. Mr. Antonio at the front desk was so patient and calm with all the customers that we were trying to check in and couldn't for the same reason. This five ⭐ is for Mr. Antonio because the online process was terrible and he handled it like a champ. He should be running this hotel as manager he's great at customer service and works very well under overwhelming pressure.
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September 2023 by Candance Campbell
I stayed here on 9/13/2023 and upon arriving the first issue was that none of the rooms were clean. Like they literally did not have any room of the type I booked cleaned. They offered me another room and even charged me extra for that room since it was a higher rate - which is baffling to think the hotel would charge THE CUSTOMER for their inability to have CLEAN rooms ready on time. I should have just been GIVEN the room due to the inconvenience of the staff not doing what they were supposed to.The next issue came when I was assigned room 103, (DO NOT TAKE THIS ROOM). I walked in and was immediately hit with a smell that was OFF. At first I thought it was probably because I was tired from travel. I couldn't get the smell past me though and by 2 hours in, I could barley breathe and almost had to go to the ER due to the allergic reaction/not being able to breathe I was experiencing. The room was also super damp and I realized it was mildew/mold. I then immediately went to the front desk and asked for another room which they did give me. We moved up to room 203 and while the main part of the room smelled somewhat better (nothing near what 103 smells like), the bathroom smelled gross, the towels had stains on them, the refrigerator was dirty and the carpet was also not clean.Upon looking on google, it was then that I noticed others have had the exact same experience as I have in regards to rooms not being sanitary or clean as well as the mildew smells. I have since reported this to the Texas State Department of Health and I am seeking a full refund.
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September 2023 by Jessica Jones
Our stay here has been very nice. The customer service was ok. Our toilet got clogged on the first night, and with attitude, the front desk lady just handed me a plunger and walked off instead of getting maintenance. And there was a pretty big stain on on one of our sheets. But other than that our stay has been very nice.Rooms: Would like to not have stains on my sheetsNearby activities: Close to a lot
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September 2023 by Jadon Wade
Overall, no complaints whatsoever. Everyone was enjoyable and pleasant to talk to and made the stay very comfortable. The only down side I would say is that the rooms are very thin so you can hear what the person in the room next to you is doing or saying which can make you feel uncomfortable. However, I would definitely recommend this place to anyone looking for a nice place to stay!Nearby activities: Close to everything!
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September 2023 by Kim Koscinski
Booked this hotel online through Expedia. Used one debit card to hold the room. When we got to the hotel that day, we wanted to use a different card (just got paid) to pay for the room. The hotel actually REFUSED our payment! They "claimed" that they couldn't accept the card because it had a Wal-Mart logo on it. They said it had to be a bank debit card. My boyfriend and I both tried to explain to the brain dead manager that it WAS a bank debit card. The card had my boyfriend's name, an expiration date, and a security code on it. The bank is even FDIC insured! The manager kept trying to tell us it wasn't a real debit card and they still refused to take it as a form of payment.We left and went down the street to a MUCH friendlier hotel who was more than happy to have our business.
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August 2023 by Kim K.
Made reservations here for a Saturday night. Booked through Expedia and reserved with a debit card. Drove an hour to get to the hotel. When we went to check in, the hotel refused our payment. The card was a bank debit card issued through Walmart via Green Dot Bank. It had a valid Visa logo, name, security code and expiration date. They said that because it had a Walmart logo, they couldn't accept it. This is the most ridiculous thing I've ever heard. Never had a problem with ANYONE accepting this card and never heard of an establishment refusing money. The manager kept saying that it needed to be attached to a bank and could not get it through her thick skull that IT WAS attached to a bank. She kept trying to say it wasn't a real bank. Hello! They are even FDIC certified. Oh well, their loss was another businesses gain. At least that hotel appreciated our business. Drive a little further down the road, you'll be glad you did.
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August 2023 by Kim Koscinski
Made reservations here for a Saturday night. Drove an hour to get to the hotel. When we went to check in, the hotel refused our payment. The card was a bank debit card issued through Walmart via Green Dot Bank. It had a valid Visa logo, name, security code and expiration date. They said that because it had a Walmart logo, they couldn’t accept it. This is the most ridiculous thing I’ve ever heard. Never had a problem with ANYONE accepting this card and never heard of an establishment refusing money. Oh well, their loss was another businesses gain. At least that hotel appreciated our business.
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August 2023 by Laura Hardy
I made a reservation on 06/22/2023 at 1950. The guest relations services Antonio was great. He assisted me with a reservation for a king suite for my 14yo and I to share for dates 07/20/2023-07/25/2023. The day I checked in, I was completely caught off guard. Antonio told me the managers did not like my reservation rates when they saw it that morning, and it was canceled. I said, "How can that be? I have the reservation. " I pulled it up in my email. He reput everything in and stated he's probably going to get into trouble for this bit that's not right. I'm like, what they are doing is not right. You can't just change or cancel a month long reservation on a whim without notice to your guest. I feel so bad for this employee to have to work with shady people like this. The next day, Friday 07/21/2023, I received a phone call from a "manager " stating that Antonio was not to make that reservation to begin with the month before without permission. She said that she would honor the rate for today, but then it will go up to the current rate, which was double the amount. When I made the reservation a month before, rates were different. Rates vary day to day, month to month. My phone call with this "manager" was recorded, and with documentation of a reservation this hotel refused to uphold because they are greedy for money, I will be taking this to the BBB. The current rate on the Best Western website for this hotel is $105, but she told me it would be $150. My reservation was a $75 a night, she claimed it could not be more than $20 under a current rate but again a month ago rates where different and I also asked about the first responder discount which I provided proof of upon my arrival. I contacted customer relations, and they tried to call the hotel, and they said they got no answer.Read reviews people, Antonio is great, and some other hotel should swoop in and grab him because he is a customer relations expert you want on your team. This hotel will drag him down with their shady practices that will eventually be their own demise.
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June 2023 by Jenny Jernigan
Our car along was stolen right out of their parking lot. Thankfully they had surveillance videos and were helpful in accessing the feed to see the man breaking into mine and 3 other travelers’ cars. I think if return to Round Rock we will stay on the opposite side of the interstate. This property backs up to a questionable apartment complex.The rooms were exactly what you’d want.. clean and cool! And the breakfast was trying to be delicious. It was hot, so we needed that after our car went missing.
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June 2023 by Brandy Abney
Not really impressed. Maybe it was just a bad day, but the breakfast was terrible, eggs smelled and tasted bad and the potatoes were grey in color. The in-house store had nothing but soda water and energy drinks. They had another cooler but it was completely empty. So cereal... No milk that sort of thing. There was a fridge in the room but no microwave ( which was a little surprising being that this location is an executive residency ) That's all, staff was friendly and rooms were clean.
