Name: The Reserve at Lake Travis
Address: 19926 Thurman Bend Rd, Spicewood, TX 78669, USA, Spicewood, Spicewood, Spicewood, 78669, United States of America
Rating: 9

Air conditioning

General

Non-smoking rooms

Rooms

Laundry

Safe-deposit box

Services and amenities

Restaurant

Meals

Free Wi-Fi

Internet access

Internet

Parking

Swimming pool

Spa tub

Outdoor pool

Pool and beach

Location

At the hotel

Austin-Bergstrom International Airport

The Reserve at Lake Travis

Spicewood

We drove five and half hours to arrive at The Reserve with 3 month old puppy and the moment we arrived it was a complete nightmare along with nothing but lies and deceptions from the assistant manager by the name of Elijah Kahara and the rest of his staff.
1. We booked our stay for a Friday and Saturday.  We arrive at 5 pm which we had booked Cabin 18.  We pull up to our cabin, only to find out that the digital key lock to  the cabin did not have any batteries and had to go to main office and let them know.  They could not find the key to the cabin so they finally had a kid hop over the fence which was a 2 hour wait until we were finally able to get into the cabin.
2. After entering the cabin, since the high temperature 106 degrees, we thought it would be a great idea to turn on the air conditioner only to find out the air conditioner did not work. Once again, we call the staff to let them know the ac did not work so they said the ac guy could not come out until Saturday however, they would send their maintenance team over and have a look at the unit. After sending 3 different people that came by to look at it, they came to the conclusion that the unit was not functional and that the compressor needed to replace. All this after another additional 2 hours so we are now into this of nothing but issues for the first 4 hours of arriving to cabin 18.  
3. I told them that they needed to put us in another cabin at once and they said they needed to check with management to see if they could move us.  30 minutes later, I was able to speak to the assistant manager Mr. Kahara and he said that they will move us into cabin 11. The staff said that would go check the cabin 11 and make sure it was clean and the ac was in good working condition.
4. 9pm we finally get all of our luggage moved over to cabin 11. We had definitely had enough and we ended up just dropping the luggage off to go get some food.  Prior to leaving cabin 11, we lowered the ac to 70 degrees so the room would be cool by the time we return to the room after grabbing dinner and lone and behold, the ac in cabin 11 was non functional and did not work either.  Once again, the high for Friday was 106 and the high for Saturday was 107 degrees.
5. Once again, we called the staff / assistant manager and was told that there was nothing they could do and that they would have the ac guy come out and fix it first thing Saturday am.  We ended up going to the pool for a few hours and returned to our room around 3pm and without surprise the ac was not fixed.  They said they were still waiting on the ac guy to arrive.
6. Saturday, we were at the pool at met another couple at the pool and we found out that they were originally in cabin 11 the cabin they moved us into telling us that they were originally in cabin 11 and they demanded to be moved into another room because the ac did not work.  The previous evening, prior to staff moving us into cabin 11, they said they checked the room and it was all clean and the ac was working perfectly.
7. The Reserve Staff and management team are deceitful and extremely unwilling to rectify any issues so be aware.  They kept telling us that they need to get each cabin's owners permission before they can do any work / repairs on any of the cabins.  Meanwhile, The Reserve is the property management for all the cabins. The Reserve team kept telling us that they can assure us that they will get all these issues resolved, I said this is nice to know however, I don't care what you all are planning on doing but this needs to be rectified immediately.  Still the same story, they promised me that they will get all cabins taken care which meant nothing to me at the time of our stay.  As previously mentioned, we had our 3 month old puppy with us and did not know they were going to continue you their deceitfulness and keep bouncing us around from one cabin to another which they clearly knew the ac units were out in both rooms.  We would have left however, trying to find another place to stay at 10:30pm on a Friday night with a puppy is near impossible so we had no other choice to continue with staying at The Reserve being told one lie after the other from Mr. Kahara.
8. I received an apology letter from the assistant manager Mr. Elijah Kahara Sunday night stating that on our next return "he would personally ensure that everything would be in working condition and do SOMETHING SPECIAL on our next stay as a gesture of his apology"   
I called Mr. Kahara Monday after I returned home and told him how much of a horrific stay / experience we had and he said he understood and unfortunately these things happen.  He said he could not give us a refund because we booked our stay through VRBO.  I asked him very nicely that they will need to do something to rectify our miserable stay and he said that he would have to talk to upper management and get back with me.  Mr. Kahara did get back to me a week later and his kind gesture of help rectifying our previous stay that we paid over $1100 for two nights that he would be more than happy to discount our stay 25% on our next stay as a kind gesture and their apology.
I replied back to him letting him know his 25% discount on our next stay was a joke and completely insulting that he needed a week to get back to me with his more than insulting generous offer on our next stay.  As of today, I still have not heard back from him....................
I HIGHLY SUGGEST STAYING AWAY FROM THIS PLACE AND FIND ANOTHER PLACE TO STAY.
I would have had a better time staying in a Motel 6 and not deal with all the lies and deceitfulness that MR. Elijah Kahara and his staff gave us during our HORRIFIC EXPERIENCE at THE RESERVE.

Horrific Experience

The pictures are far better than what you get. Missing fan remote- so you can’t use it. Food on curtains, dirty utensils, no beach towels, cob webs, outside light doesn’t work for the patio, outdoor refrigerator doesn’t work, chairs are disgusting inside and need to be steam cleaned, no coffee or other like items, empty salt and pepper shakers.
The closest anything is a 7/11, and it’s about 25 minutes away. Pool says it closes at 9...they close it down at 6:30 every day. No vending machines, no room service, nothing. 
Terrible, especially for the price. Not a great birthday weekend.

Wet underwhelming and not kept up with.

The Reserve, as managed by Turnkey, is terrible. The customer service is absolutely untenable and poorly educated. The conditions that are set by the company that manages this place are anti-consumer and you should be well aware of them.

AVOID

Where do I begin?    The house is def a drive through some windy roads-Keep in mind the closest anything is about a 25 min drive   When arriving to house you think wow what a gorgeous place   But once you get inside you can quickly see how HORRIBLY the house has been maintained   And at almost $1k/night  one would expect a lot better than what you get    From furniture missing or broken  to stains all over every carpet   To appliances having missing or broken parts I would highly reconsider renting this house until these things have been fixed    And while it seems turnkey has a great customer service w their quick response to texts, I’d say that is also anywhere close to being luxury or what you expect at the price you pay and the way the house and service is advertised     On day one I notified of all the issues    And while they were quick to respond   There was a lot of fluff—promised etc   For example the toilet in j n j room didn’t flush and several light bulbs were out   I was told someone would be there that day   And then later next am at 9am   No one showed up and there was no communication  so I then had to call and spoke to someone for an hour going over everything   I was told a supervisor would call me to go over everything    The handyman came at 4pm that day   To “fix” things   Nice guy and even stressed how unsafe it was that the beds were in the condition they were (4 twin beds in media room)  all unusable with woof splinters and screws undone   Someone would be bound to get hurt had they tried to sleep in these beds   Aka the kids on out trip     Toilet lasted for a few flushes and handyman had to come back next day again   Dining table missing a chair and one was brought   But after that  none of other concerns were addressed and we just had to live with it rest of the week   I constantly msgd the texting number and kept getting “apology”    But never a call as promised while there for the week    Lots of Sorry and please be patient   Finally got a call from someone who sounded like he was reading a script after we checked out and ironically while we were flying home     This house in Austin/Spicewood was far from luxury as described and pictured    If this house was maintained and kept up to the standards you expect w luxury   Then easily the rating would have been a 4 or 5    The swim park in complex was great for all ages   The house is huge   But they don’t care about keeping up w a clean and maintained house  they just take your money and then apologize for everything wo really doing anything at all    Not worth $1000/night    Some photos of house condition

Gorgeous House..HORRIBLY maintained

We rented #131 from Turnkey vacation rentals operated by Marriott. 
The pictures were deceiving. The actual property was beautiful but was not well kept.
When we got there, it was filthy. There were cobwebs all over, human hairballs all over the kitchen and living room floor from what we assume to be the previous woman who stayed there. She had long brown hair, I can tell ya that because a lot of it was left behind.
Especially during the pandemic, part of the reason we went with a Marriott-backed property is because we thought the cleaning procedures would be more thorough. 

We notified the rental company about it. They said they “may be able to send someone there the next morning sometime between 6-9am”. That was the only option. We just flew into town, did a bunch of grocery shopping, then drove back out to buy paper products, and didn’t want to have to wake up at 6am the first morning of our vacation.

We didn’t even have some of the basics that are provided at a Residence Inn.
No toilet paper, paper towels, Kleenex, dish soap, lotion, beach towels... SO annoying to have to make the drive ALL the way back out to the store to buy toilet paper.

It would have been nice to be able to sit on the outdoor patios, but the chairs made us all cringe. One woman in our party did sit down, and a spider proceeded to crawl out onto her leg. They were covered in dust, stains and cobwebs. 

The utensils/pots/pans in the kitchen was an orphanage of kitchen supplies- a bunch of stuff former renters left behind, including old rusted out sheet pans and pots no one should eat off of. 

The tub in the jack and Jill bathroom is clogged and takes hours to drain. While you shower, your ankles take a bath. If someone else has to shower after you, their calves take a bath. 

As we walked around the property, other homes looked like they may be in better condition, at least the porches were cleaned. 

Bottom line: nice area, but not at all worth the nearly $1000/night price tag they charged for the filthy and unkempt property 

Nope 😕 Luxury price, bargain basement quality 

All I can say is... I called in advance to make sure the hot tub is working at the luxury villa we were renting and the management company said there were NO service requests about the hot tub not working.  So we arrive and you can imagine the "spool" (spa/pool) as they like to call it, is not heating.  The next morning I call the management and ask them about it and they say they will contact the local service person.  The local service person calls me and I explain the problem and he said "oh, yeah , that heater doesn't work."  

The least they can do is disclose to renters the heater doesn't work. The renters can be informed. I'm sure it's great in July but in March for spring break you need the heater. We were embarrassed in front of our friends. Soooo, then the sewer system broke down and started to back up the downstairs shower.  They moved us to the villa one over and it was so much nicer. There was no hot tub, but the villa was so beautiful, better view, better decor all the way around. Don't get sucked into the luxury villa with the non heating spool. 

Really?

We have stayed at the Reserve many times but had the pleasure to stay in Cabin #2 on our recent visit.  I was blown away by the little enhancements! 
**There was a basket with goodies for starters when we arrived so we didn't have to go out to buy food right away, a fire pit in the cozy private backyard, and fishing poles to use in the pond which does have fish in it! There is a full size BBQ grill on the back deck with a hot plate for cooking, an extra fridge, and even BBQ tools (including marshmallow sticks for your convenience!) They thought of everything! 
Make sure you book Cabin 2 for your next stay!

Cabin #2 is extra special-don't miss out if you book a stay in the cabins for 2 or 2 plus small ones

Nice accommodations😘. Away from it all and relaxing. Do know cabins do NOT have stove. Only microwave and frig. I would probably go in late fall if you are not visiting to utilize the lake. Very hot when we were there😳

Mini vaca

After winding your way towards the lake off of Hwy 71, you eventually pass through the gates at The Reserve and realize you have arrived somewhere special. This place is great for a weekend visit. The cabins are contemporary and unique with courtyards, outdoor showers, new outdoor kitchens, etc. and the pool is spectacular. Bring your boat for the ultimate weekend getaway accessible via the attached Marina. We have stayed here multiple times and each time is better than the last.

A hidden oasis!

My best friend and I went to the reserve this weekend to tour the property for investment homes and also have a getaway from home.  The grounds are tucked away next to the most beautiful view of the lake.  There are many different home/cabins for sale and rent.  The staff was wonderful and attentive.  It's just small enough that the pool was never crowded although it is very family friendly.  The staff handed out bags of smores for the little ones to roast as it turned evening.  They also had a movie showing at night during dinner for families to relax and enjoy.  

We stayed in the one bedroom cabin.  It is very  modern and up to date.  The room was very clean and the bathroom with outdoor shower was amazing.  The front porch was very spacious but still provided privacy.

I definitely suggest visiting.  There are wineries, restaurants, stores ect close by, but it's tucked away enough that you will feel like you are on vacation.

The Reserve at Lake Travis

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