Showed up to check in and was informed that they had checked us in and out and charged our card on file for one night stay because we failed to call the day of and cancel. After explaining to them that we had a non-refundable rate when we booked and that I had called a week in advance and spoke with Elizabeth and Carol to let them know we wouldn't be checking in on the original date as planned due to an unforseen circumstance with my husband's job, they still gave us a hard time about not calling the day of. I would think a week in advance would be AMPLE time and that I wouldn't have to remember to call again. When I called them on that day, I also booked an additional night and they took my credit card over the phone but when we arrived they showed no information in their system about us booking another night. As if that wasn't bad enough, we had a room that was muggy, warm and smelled like pee. It was so muggy you could feel the humidity on the tile floor of the bathroom. Several pipes were exposed in the bathroom, the maid failed to leave towels, rags, mouthwash, facial wipes and left the bucket of ice and coffee in the coffee maker. There was no effort to make this a pleasant experience. When we asked the front desk for a pull away bed we were told "yeah we can do that" instead of "yes, we can do that for you, is there anything else?" No thank you, nothing. When we arrived after a long day at Fiesta Texas and noticed we didn't have towels for a shower, we called the front desk and were told we would have to walk down and get our own towels. One morning when we stopped to ask a question, one of the employees came out of the office and jokingly said "cant a man eat his breakfast?". i know it was a joke, but I guess after the frustrations we'd already experienced, it struck us as unprofessional. This is the first review I have ever left for a hotel. We travel often. At least 2-3 times to San Antonio because its close to our hometown and we have a 3yr old who loves Fiesta Texas and Sea World. We will never stay here again. When we return, we will most likely stay on the Riverwalk at the Drury like we usually do. But, if you are looking for a hotel similiar to this one, stay at the Holiday Inn Express at 10135 State Hwy 151. It's a nice, clean hotel and great location. We've stayed there before.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 18, 2012
Thank you for taking the time to communicate why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
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Our company aims to consistently deliver a professional service to our customers. We will evaluate how we can prevent this problem from occurring in the future.
Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.
As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and hope to serve you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.