I recently joined my husband on a business trip to San Antonio. We decided to obtain a hotel close to his jobsite for the days he would be working then possibly move to the Downtown area after the job was complete. Well, originally we had booked at another hotel (I will leave name unmentioned) and upon arrival were astonished at the utter filthiness of the facility. We knew the Hampton was nearby and immediately called to ask if they could accomodate a room for us the next morning with early arrival. The person we spoke with was more then pleasant and graciously booked a room for us with early check in assured. My husband uses Hampton and their affiliates many, many times over when he travels for business. Hamptons are always reliable and on par with what you expect from them so we felt confident with this change. The afternoon (12:30pm) we arrived at the Hampton, the front desk staff greeted us warmly. One staff member was a new employee and was being advised by a senior staff member. She checked us in and provided the room key and instructions of how to use the back entrance to gain closer access to our room. I immediately went to our room to settle in for the day and unpack. My husband was on his lunchbreak and had to leave to head back to his jobsite. Upon first impression, the room seemed overall clean. There was a weird odor to the room when you walked in and I could not decipher if it was something in the bathroom or the cleaning agents used. It was being emitted from the bathroom area and smelled very heavily of sewere backup. Very nauseating. Once I looked a little further, I soon found out that the room most certainly was not clean. As I was standing at our window looking out over the pool area, I moved the curtain back and felt something odd. I looked at the backside of the curtain and found what appeared to be a blood type substance smeared all over the curtain. Almost looked like someone used the curtain the "catch" a bloody nose- for lack of better description. Very disgusting. I then did my typical bed check, assuring there were no bedbugs present. What I found were: Urine stains on the bed coverings; Black, Curly Hairs allover the Bed Coverings and a Dead Spider. I kept the spider on a tissue to have my husband confirm it was positively a Spider and not a Bedbug! Since we had two beds in our room and only one seemed to have issues, I figuired it would be alright for one night. My husband and I would just share the clean bed and be cramped. I do have to say thogh, that the AC/Heating Unit Vents were clean as well as the Bathroom area, despite the smell coming from it. Since we had just left another hotel for filth, I was beyond irrate at receiving another dirty hotel room. I called my husband and informed him he would need to make a complaint to the front desk because I was too angry to be civil. He agreed and said he would speak to them when he returned. I decided to get out of the room and stretch my legs to try to relax. I wandered around the hotel grounds and found everything else to be what you expect from a Hampton: Clean lobby area with complimentary coffee (which was brewed well and fresh), Clean Breakfast Nook, Very nice Pool area- well maintained, Decent size Business Center, Outside Lot clean and basic. Right next door was a Marie Calendars in walking distance. Just down from that was a Red Lobster. Unfortunately no evening complimentary Cookies were provided like most Hamptons. That was disappointing. The next morning at check out, we did speak with the new staff member about the condition of our room. She was very apologetic and asked for another staff member to come out and speak with us/ resolve the issue. Apparently that member did not want to come out because it took twice asking for her to appear. Once she did come to the front desk, she did not utter one word to us. Nor did she look at us or smile or anything. I am assuming she was being "bothered" by our prescence,or atleast that is how she made us feel. She started shuffling paper around and then asked my husband for his photo id. He handed it to her and she shuffled paper around more then asked him to sign a sheet. He did. She then said everything was taken care of and wandered off. That was it. The manager never once looked at the pictures I was trying to show her of our room. The new staff member reviewed them and seemed perturbed. I felt bad for the new staff member who was tripping over herself to be more than apologetic and sincere. Especially since her superior/manager wouldn't say one word to us! I had to ask my husband what he signed for and what the manager had done, since she never explained or said anything. He informed me that we were reimbursed for our stay. He stated that was Hamptons policy. I appreciate the reimbursment but did not expect one. I complained only o address the situation in order for Hampton to improve and clean the facility better and to point out that, in that particuliar room, items needed to be removed immediately and dealt with (ie: the curtains and stained bedding)!
All in all, I would say that this Hampton is a nice location and generally well maintained hotel. I am assuming that we were just unlucky during our stay.
We will still be loyal customers of Hampton and their affiliates.. just maybe not THIS location!
Room 500 sits directly above the pool area and can get quite noisy at times! Also you can hear the h...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 1, 2012
Thank you for your feedback of your recent stay with us at Hampton Inn San Antonio NW-Sea World. I understand you were unhappy with the cleanliness of your room and I am very sorry for this experience. We take a lot of pride to make sure our guests are comfortable and satisfied of our guest rooms and apologize that we were unable to meet that expectation. I am working with our housekeeping and assistant management to prevent this from happening in the future. I hope that if you travels bring you back to San Antonio that you will consider staying with us again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.