My sister, her daughter(who is terminally ill), and her teenage son traveled via the Mega Bus from Grand Prairie, TX to San Antonio 07/17/12 for my niece to be evaluated for a liver transplant. My oldest sister booked a room for 2 nights; one she used 10,000 advantage miles and the other she gave a credit card. When my sister and her children arrived at the hotel, Reuben, a front desk clerk, charged them $109. This was paid for in cash as it was taken out of a medical trust fund. On Wednesday morning, 07/18/12, before my sister left the hotel she spoke to someone in sales(she failed to get her name, but stated it was a hispanic female). The lady explained to leave their belongings in the room; she also informed them they hold rooms all the time for medical visitors. My sister returned and checked out at 1:30pm to begin her trip back home. My sister and been given devastating news concerning her daughter's health and she failed to get a receipt upon checkout. However, during the course of family conversation 07/22/12, the rudeness of the hotel staff was mentioned by her teenage son. As the story unfolded, a friend from Houston was arriving to be with her during this hospital visit. Reuben said there were no vacancies until the next night and then said well, "I guess I can put them on the 3rd floor." IF the hotel was full, how did he ressurect a room??? Next, the buffet was $10.95 and there was little food on the buffet and to quote the entire group, the continental breakfast was a "joke." Nontheless, I put in a telephone call to the manager on 07/22/12. During this telephone call, Priscilla, answered the telephone. While speaking with her, I gave her my name and telephone number and she demanded I give the name of my sister. I refused as this was not relevant to my conversation with her. I simply was asking for a call from, Manager, Trey Whiddon. Chaunte, Operations Manager, intercepted the call, and listened. She said she would call back 07/23/12 as she would be there all day. This did not happen; instead Louisa? called. Of course the hotel has no record of the $109 cash transaction. They did find 2 charges; 1 credit card and 1 10,000 points. They refunded the card, but nothing else. Of course, the cash is gone. Reuben has it. A complaint is being made to the BBB and the Greater Area Chamber of Commerce.
Choose another hotel.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.