Uninhabitable room, no maintenance person, no manager
Reviewed 5 August, 2021
Toilet was backed up at check-in and never repaired.
I reserved a room two nights in this hotel for my wife, who was visiting family in San Antonio. After checking in and dropping off her luggage she went for one of her family visits. After returning to her room late she promptly went to bed. In the morning, attempting to use the toilet for the first time, she discovered the toilet was totally backed up. She called the desk who said maintenance would get to it. When she returned at the end of the day, it was still backed up. Now maintenance was supposed to get to it right away as soon as they got to the hotel (Maintenance services three different hotels, this one was not scheduled until the end of the day). Finally at 10 PM my wife told them to move her to another room. After getting to sleep in the new room, she was awakened by the high pitch squeal of the air conditioner when it turned on. It was 3 AM, she seesawed back and forth between awful noise or a too hot room. Not the least bit restful.
In the morning, the hotel would only give her until 11 Am for a late checkout, a ere hour after the 10 AM checkout time. She asked about a refund given the absurdity of not having a working toilet. They gave her the manager’s business card. The only contact information was the hotel’s main number.
The manager was not available at any time during her visit. When I called the hotel myself, the young lady at the desk informed me she was the only one in the hotel and was not authorized to offer any sort of compensation. I asked for the manager’s phone number, no luck. The woman at the desk told me she would call him to call me. That was 3 hours ago.
A truly abysmal experience.
GM Great, Staff Best off at McDonald's
Reviewed 19 April, 2021
Stayed there from October 2020 to March 2021 with little glitches. The GM ("Rahm" I believe his name is for short) is extremely friendly, knowledgable, and willing to appease his guests no matter. He will email daily from his personal GM account to ensure you are abreast on all charges within the hotel's folio and is "open ears" should you have questions. Again, very accommodating and hospitable and will offer free items from the pantry like water or occasionally a meal if he doesn't hand-deliver something he cooked himself to your door.
HOWEVER, to the negative portion: you have to understand he's in dire need of all sorts of staff in the hotel and there's no greater example of the unpleasant, inept, totalitarian (i.e. "I think I run this property") than some of his afternoon/evening "supervisor(s)." Amongst many things, they simply don't understand the ambiguity of management as evidenced by a vague email you will receive in the middle of the night (thereby waking you up with a loud buzz) which proceeds to say something to the effect that because of past experiences we will no longer allow you to stay at this hotel. The email proceeds to state if you have any questions, please feel free to call however many Choice Hotel toll-free lines as opposed to the ghost writers at the front desk confronting and explaining their decision though it appears their boss (i.e. the General Manager) would have probably disagreed due to the fact I had been such a loyal, PAYING customer for however many months. The whole thing was random, bizarre, and - of course - entirely unprofessional.
Stay somewhere els
Reviewed 30 March, 2021
I stayed at this hotel in January for 5 nights and it was nice, clean, staff was helpful, parking lot was well lit, so I booked a 2nd stay in February for 2 nights after the epic storm. I called the day before I was suppose to arrive to confirm they had electricity and water and whether I should change my plans - the person who answered the phone actually said "I would". He did confirm they had water and electricity, but to potentially expect some slight interruptions. I went anyways and had no issues with water or electricity - BUT the room cleanliness had gone downhill and service also was inferior to my prior stay. I again had to go to Texas and booked another trip late February-early March. Because I arrived around midnight, I was exhausted and unpacked first before noticing there was trash on the carpeting as well as hair and other items on the bath tile (I was too tired to change rooms). I used their washcloths to clean the floor and put them outside the door for them to see how "clean" the room wasn't. I wrote a review and the manager sent me an apologetic e-mail to which I responded where I indicated that I wanted the room cleaned and how disgusting the bath was - I never heard back. I let the front desk staff (when they show up) know how gross it was and that I left the washcloths outside my door for him to see. Overall hotel clenliness is lacking including trash left in elevators, a pineapple ring on the floor in our hallway for days, dirty floor in the entry for more than 24 hours, etc..., ALSO, they apparently let solicitors come in and put flyers on doors. I also asked for them to clean the room Wednesday before my husband arrived as my father in-law was in the hospital and wasn't expected to make it and passed on Wednesday morning. I reminded them I wanted the room cleaned Tuesday night and again Wednesday morning before I left and was assured I was on their schedule. When I returned Wednesday afternoon, the room hadn't been touched! I called and was told that they don't know what happened and housekeeping went home for the day. I asked for towels a couple times, once they left them outside the door on the hall floor, once they handed them to me bunched up out of the dryer. My husband asked to speak to the manager about all of the issues, and was told the manager would be in later that day and would get in touch with us, which didn't happen. He was then told the manager would be in the next morning. We were supposed to check out that morning, and I had previously informed them that we were planning to ask to extend it instead of switching hotels. My husband went down and again the manager never showed up. He asked for the phone number to call the manager, obviously not happy, so he sat in the lobby and called the number. The front desk staff called the police because he was expressing his dissatisfaction with the accommodations and management and overall cleanliness of the entire hotel. The police arrived and my husband told them his side of the story and they did nothing - we were not in the wrong, just trying to get answers. We left and are so glad we did, we found the Hilton Garden Inn nearby which is such a step up from this hotel. I guess the sign out front stating something like "Staff Needed - Interviews on the spot" which has been out front since January should've clued me in.
Great Hotel, Amazing Staff
Reviewed 20 February, 2021
The staff at this hotel go above and beyond to help their guest, even during a chaotic event. My family stayed here during the San Antonio Snow Storm Comfort Suites was a true blessing. The rooms were comfortable and the clean. I would recommend them to anyone.
Very nice motel
Reviewed 8 March, 2020
We spent one night here prior to a flight. The hotel does not have a shuttle but they provide an Uber to the airport which worked well. Breakfast was good. The room was very good and large an ours had a nice view. They provided a wake up call. Staff were helpful especially in the breakfast room. Loved the bedding. Everything about this motel was nice.