Reviews of Staybridge Suites - Cedar Park - Austin N by IHG 3 stars

Reuben, thanks so much for your kind words! We’re thrilled our location, comfortable beds, great breakfast, and friendly team all helped make your trip a success. We hope the family event was everything you hoped for, and we’d love to welcome you back anytime.

Reuben, thanks so much for your kind words! We’re thrilled our location, comfortable beds, great breakfast, and friendly team all helped make your trip a success. We hope the family event was everything you hoped for, and we’d love to welco… Show more

Amy, We take accusations of an active bed bug infestation; very seriously, and while we understand your frustration, your statement is both inaccurate and misleading. Bed bugs are not a result of uncleanliness and do not originate in a hotel—they are introduced by travelers. This is a known fact, and your husband being licensed in pest control should affirm that. That said, the moment you brought this to our attention, we acted. Our licensed pest control partner was dispatched promptly, as is our standard protocol. There was no evidence of ongoing activity found. To suggest we don’t care for our establishment; or don’t take cleaning seriously; ignores the facts and our response to your situation. Regarding the second room: it was clean and inspected prior to your arrival, though we acknowledge it did not meet your expectations. You made the decision to leave, which is of course your choice, and we respect that. We take pride in maintaining a safe and comfortable environment for all guests, and when issues arise, we address them swiftly and professionally—just as we did in your case. We encourage future guests to reach out directly with concerns so we can resolve them in real time, rather than make dangerous assumptions online based on a single experience.

Amy, We take accusations of an active bed bug infestation; very seriously, and while we understand your frustration, your statement is both inaccurate and misleading. Bed bugs are not a result of uncleanliness and do not originate in a hot… Show more

Dear Domiciana, It’s clear from your review that you’re upset, and while we regret that things ended the way they did, I want to offer some clarity on the decisions made. Your reservation was ended after our team found the room in a condition that required immediate attention—specifically, vomit on the carpet, wall, and curtains. None of this was reported to the front desk, and no manager was contacted. Instead, you left for the day, handed our housekeeper some cash, and expected that would suffice. It doesn’t. Our housekeeping team deserves more than to walk into a biohazard situation with no heads-up and no support. Just to correct the record—I was not on vacation. I’m the General Manager, and while I’m not physically on property at all hours, I was fully involved in this situation. When you hadn’t returned and your items were still in the room, we made the call to reach out and end the reservation. Your items were never “held hostage.” We simply needed to speak with you before granting access back into a room that was no longer in service. As for being offered another room—that wasn’t going to happen. The condition in which the first one was left, coupled with the lack of communication, made it clear this wasn’t a good fit. The curtains were pulled off the tracks and ruined, and whether that happened during cleanup or not, the fact remains: the room was left in disarray with no attempt to involve management. When I spoke with your husband, his approach was combative and accusatory. Despite this, we waived the remaining nights of your stay and only charged a minimal cleaning fee. We also worked with Booking.com to ensure your billing was properly documented. We welcome families every day, including those traveling with children, and we understand that accidents can happen. But how they’re handled matters. What unfolded here—both in the room and in the aftermath—was mishandled on your end, not ours. We can’t allow guests to leave behind damages, avoid communication, and expect continued accommodations. That’s not how we operate. Because of this, you’ve been added to our Do Not Rent list. We wish you well moving forward and hope future travels bring more mutual respect and understanding. Sincerely, Jimmy Whitley General Manager

Dear Domiciana, It’s clear from your review that you’re upset, and while we regret that things ended the way they did, I want to offer some clarity on the decisions made. Your reservation was ended after our team found the room in a condi… Show more

Hi Victoria, Thank you for taking the time to share your feedback. To clarify, the “hole” you noted in the ceiling was actually a cosmetic issue where the escutcheon—the ring around the sprinkler head—had shifted slightly upward. It wasn't a safety concern, but we absolutely understand how it might have affected your comfort, particularly in the bathroom area. We promptly relocated you at your request, although we were unfortunately sold out of rooms with two queen beds due to high occupancy. At the time, we weren’t aware that you remained dissatisfied, as the concern appeared to have been resolved with the move. After seeing your review and realizing you still felt inconvenienced, we processed a partial refund and added over 10,000 IHG One Rewards points as a gesture of goodwill. These steps were taken after hearing from you here, and we hope they reflect our commitment to making things right when issues arise. While we’re always happy to work toward a resolution, it's important to note that bookings made through third parties like Expedia or Booking.com do have their own terms and limitations when it comes to refunds and changes. That said, we do everything we can within those boundaries to ensure our guests feel heard and cared for. We’re sorry this left you feeling less than satisfied, but please know that your concerns were taken seriously and a service recovery was extended accordingly. Warm regards, Jimmy Whitley General Manager

Hi Victoria, Thank you for taking the time to share your feedback. To clarify, the “hole” you noted in the ceiling was actually a cosmetic issue where the escutcheon—the ring around the sprinkler head—had shifted slightly upward. It wasn&#… Show more

Hi Johnni, Thank you so much for the kind words and the glowing score! We're thrilled to hear that our team made a great impression and that your suite offered the comfort and quiet you were hoping for—even during a busy weekend with young athletes in the mix! 😊 We appreciate your honest feedback about breakfast, too. While we aim to offer a wide variety and consistent quality each morning, it sounds like we missed the mark on a couple of items. We'll use your notes to continue improving. Thanks again for recommending us—it truly means a lot! Warm regards, Jimmy Whitley General Manager

Hi Johnni, Thank you so much for the kind words and the glowing score! We're thrilled to hear that our team made a great impression and that your suite offered the comfort and quiet you were hoping for—even during a busy weekend with y… Show more

Hi Lisette, Thanks for staying with us. Sorry that breakfast was your low point. I am sad to hear you could not find something enjoyable out of the over 20+ items we offer on our all you can eat breakfast buffet, waffle station, yogurt parfait bar, cereal station, fresh baked goods, toast and bagels and our fresh fruit and our 3 rotating hot items which include, but not limited to - an egg dish, breakfast meats, potatoes or biscuits and gravy. We would love to know what you would perhaps add. Thanks!

Hi Lisette, Thanks for staying with us. Sorry that breakfast was your low point. I am sad to hear you could not find something enjoyable out of the over 20+ items we offer on our all you can eat breakfast buffet, waffle station, yogurt p… Show more

Thank you for staying with us and for sharing your experience! We're glad to hear you liked the pool setup—hopefully next time the weather will be on your side so you can enjoy it fully. 🌤️ I’m sorry to hear there was some confusion around housekeeping. We provide light touch refresh service daily, which includes towel exchange, trash removal, and replenishment of basic toiletries. Your room was marked as serviced each day, but we’ll be reviewing our logs and processes to ensure our housekeeping protocols are being followed consistently. We truly appreciate your feedback—it helps us fine-tune the guest experience—and we hope to welcome you again on a sunnier visit!

Thank you for staying with us and for sharing your experience! We're glad to hear you liked the pool setup—hopefully next time the weather will be on your side so you can enjoy it fully. 🌤️ I’m sorry to hear there was some confusion ar… Show more