This is our second time at the San Luis resort. We booked two rooms for one night. Both on the Club Ten floor. We booked them a few months in advance & as like last time, I checked the website often & found the price to have dropped. So, I called, gave them my booking # & asked for the new, lower rate. We took my 81 year old Mom with us...her first visit to Galveston in 50 years! Boy was she surprised to see how it has changed! The hotel is lovely. The lobby was still decorated beautifully for Christmas. The Valet staff is over the top nice, in fact every employee we encountered was nice (excpt one - I'll get to that later). We checked in & found the rooms were just as I had asked for (next to each other). Waiting for us was a complementary (small) bottle of champange. We toasted our mini vacation & settled in. After discussing it, we decided we'd like to stay two nights, so on our way out for dinner, we stopped at the desk & spoke with a manager. He took care of our request for an extra night. I had asked for our rooms to be next to each other, which they were, but what I found odd was the hubs & I were in a room with a connecting door...but Mom was in a room to the other side of us (not connecting). It was a bit of a hassle to have to go in & out visiting between our rooms.... Not sure why they couldn't have put her in the connecting room.?
After dinner the first night, we came back to the hotel & got mom settled. The hubs & I went down to the H20 Pool Bar & sat by the beautiful fire pit (it was chilly). After one drink the staff came by & said they were closing the Pool Bar as it was too cold for the staff to be out.... we could stay, but we'd have to go inside for drinks. So, we decided to get a cab & go to a club down the street... we asked the valet to get us a cab & he offered us the Hotel car. We had a great time at the Spot & cabbed it back to the hotel.
On check out day, we received our bill under the door. ISSUE #1: We had been charged the correct rate for our first night, but the second night rate was doubled! I understood that the rate might be higher than the first, but was NOT happy about it. The Manager (when we asked to stay another night, didn't mention the rate would change). So, I thought I'd better check Mom's bill... ISSUE #2: She had not been given the cheaper rate for the first night (even tho both rooms were booked together) AND she was charged the same rate for both nights!
So we went down & spoke with the manager (Quinn). I had the bills & proceeded to explain to him the issues... I showed him the bills, as I was explaining & he pushed one off to the side so he could see his computer screen...I made a joke saying something light hearted about him needing to see the screen,.he said rather bluntly he didn't need to see the bills, I could put them away. So, he began to explain that the second night rate was higher because that was that night's rate... I showed him Mom's bill & asked why then was her's the same? That seemed to irritate him. He kept his head down, looking at the computer....he said the only thing he could do was to give mom the same rate as ours & honor the same rate for us for the second night. Which is all I wanted in the first place. He said changing the bills would take "considerable math, taking about 8 minutes to complete"... he said we didn't have to wait there. I wanted to have a receipt, but we felt like we'd just been "dismissed" by him, so we went back to our room to gather our things. As we went down to leave, he was texting with someone on his cell, so I thought he must be done correcting our bills... so I stopped & asked if I could have a receipt. He said that the other young man was taking care of it at the moment...so I asked if I could wait. This young man was very nice & handled everything without issue.
I had filled out the guest survey while in our room, giving great reviews of the hotel, but after being treated somewhat rudely by Quinn, added that info to it. We left the card at the Valet station & left. On our way home, I called home to check messages & Quinn had left a message saying he had read my comment card & he offered us a discount on a future stay or just let him know of anything he could do for us. He never appologized for his behavior, however. Doesn't really matter... I just wanted his superiors to see my comments, since they seemed to pride themselves on friendly customer service. Not sure if they did see it and I'm not certain if we go back (which we will) he'd even remember us to offer us the discount as he had stated.
Anyway... the hotel is LOVELY & we will go back & stay there again.....
Club Ten Rooms are the best!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We're pleased to hear you enjoyed your stay on Club Ten- and even extended your stay with us! I do apologize for the confusion you experienced with your bills. You reference working with Quinn while you were check out- he was voted Employee of the Quarter for our entire Hospitality Division as well as recently promoted to Director of Front Office- so there is great confidence in his leadership. I'm unsure of your circumstances at the front desk, but he may have been training a new associate and teaching them our computer system and that's why another employee assisted with your final bill. We're glad to hear that Quinn went above and beyond to personally call you and extend a special offer for a return visit- we hope you will take advantage of his invitation and return soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.