Here is the email I sent to management detailing the issues we had:
My family checked in to your hotel on Friday, October 5th. Upon arrival, I noticed that the floor had not been vacuumed prior to our arrival. I found a lot of small rocks, hair and even a small screw on the ground (not a good thing when you have a curious toddler who likes to put shiny objects in his mouth). I was immediately concerned about our stay at the hotel but decided we could get this remedied the following day when housekeeping came in.
Saturday morning (October 6th), I went to the front desk and requested that along with the standard cleaning, that housekeeping also vacuum the room. The person at the front desk typed something into the computer and said, "no problem". I thought that was easy! I was happy to have that remedied so quickly. We left the hotel to explore the city and came back around 3pm to find our room had been serviced by housekeeping, but unfortunately the floors had again, not been vacuumed. It was very apparent since the screw was still on the ground, in the middle of the room. My husband then asked the front desk to just borrow a vacuum and we would do it ourselves since it did not seem housekeeping was capable to vacuuming a room.
We had a vacuum dropped off at our room and my husband proceeded to vacuum the floor. While it did take him a couple of times over the floor to get all the rocks and hair (by the way - you seriously need to upgrade your vacuum) he was able to get the floor to a point where I felt comfortable walking around barefoot. This really should not have happened this way. Housekeeping should have the room up to par before we even checked in. And when we made a complaint to the front desk, they should have spent EXTRA time vacuuming to make sure it was done right.
The following morning, Sunday October 7th, we decided to eat the complimentary breakfast your hotel served. What a disaster! When we arrived, there was hardly any food out (this was about 2 hours prior to the "end" time of breakfast) however many people waiting for food to be served. There were no utensils and the few plates that were out went quickly. There was also no coffee (and yet 4 or 5 empty coffee containers sitting on the counter). There was one of your employees running around like a chicken with his head cut off. He clearly did not know how to multitask or prioritize since he only did what was immediately in front of him. As more people got frustrated and left, he was able to "catch up" on getting food and utensils out. My husband had to ask him more than once to fill the coffee up. Your employee was in desperate need of some help - and it appeared you actually had another employee in the kitchen, a woman who just stood around doing next to nothing. Well to be fair, she did complain a lot but I will get to that in a moment.
The male employee running around trying to get your complimentary breakfast back in order then decided it would be a good idea to clean the tables with whatever harsh chemicals your hotel uses - WHILE PEOPLE WERE EATING. I saw him on several occasions spray down a table where people were sitting. He even approached my table, where my young son was still eating his breakfast, and was about to spray the table with chemicals before I told him "NO!". This is completely unacceptable! Not only does your company need to look into "greener" and healthier options to cleaning supplies - but your employees should NOT be using these chemicals with guests in the immediate spray zone!
After a VERY frustrating start to the day, my family headed out to explore the town a bit more. When we returned, I needed to use the laundry facility and as I was scouting out where it was, I overheard two of your housekeeping employees complain VERY LOUDLY about their jobs while they were "cleaning" a room (I use the word "cleaning" lightly here since they didn't actually clean our room). I overheard both of them complain about their wages, fellow employees, and how bad their job was. Of course they aren't going to do a good job when they just complain about their job. And I overheard all of this in a matter of a few minutes passing them in the hall on the way to the laundry and on the way back. That is how loud they were.
Monday morning we were to check out. My husband and I decided it would be best to eat breakfast separately so that the other person could pack and entertain our child. When it was my turn to go downstairs to eat, it was a welcome surprise that there was plenty of food this time as well as plates and utensils. What was discouraging, however, was the woman kitchen employee who was standing around complaining about her job to what appeared to be a maintenance employee. Again, I overheard this employee complain about her wages, fellow employees, and management. It is so disheartening to hear employees talk so poorly of the company they work for. They are the face of your company, guests get a sense of the type of company you are from your employees. And I must admit, according to your employees, it sucks to work at Staybridge. I can't imagine this to be completely true though, because prior to arriving in San Antonio, my family stayed at a Staybridge in Austin and had a completely different experience.
The final horrible experience in our very short stay at your hotel came at check out. We had booked our room through booking.com and had no issues with this at our stay in Austin (booked the same way on the same day) however your front desk employees could just not figure out what I was talking about. They wanted to charge me again for the entire stay. I explained to them that I had already prepaid for our stay through booking.com but they could not grasp that. Someone then stated they needed to call booking.com to confirm otherwise they would have to charge me again. Not once did they trust me, the customer, that I had already paid. Not once did they ask for a copy of my booking paperwork showing I had already prepaid for the room. They just kept saying they would have to charge me if they couldn't get a hold of someone at booking.com. Do you know how frustrating it is, especially after the stay we already had, to hear someone say they are going to charge my credit card $500+ when I already paid?!? I didn't think our stay was worth the amount we paid in the first place, much less DOUBLE that! With my son getting cranky I told the front desk they needed to take a copy of my receipt from booking.com and not charge me, that I had to leave. I did leave a comment card with some of my concerns with the front desk, but I imagine that it got thrown in the trash based on how incompetent they seemed.
I honestly don't expect much when going to an inexpensive hotel. A clean room, available food (for the "complimentary" breakfast), and pleasant employees. Your hotel had none of these.
You are striving to have your hotel be rated a "Perfect 10" by all of your guests. I can tell you that I wouldn't even rate the hotel a 5. However I don't necessarily blame you as a manager. All of the issues we encountered were with bad employees. Disgruntled employees not doing their jobs because they were unhappy. But, as a manager, you need to be aware of these issues. And make sure they get remedied so future guests will not encounter the same issues that we did.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.