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Reviewed September 5, 2005

The Holiday Inn Express in San Marcos Texas had the potential to be a very nice inexpensive place to stay. However, the cavalier attitude of the staff and the management leads me ultimately to give a blase to poor rating. My family, including two small children, spouse and mother had booked two rooms, carefully noting on the reservation that we wanted adjoining rooms. We called the day before arrival reminding them that we wanted adjoining rooms. When we arrived, the checkin clerk informed us that they had not been able to accomodate our request-- we understood this was something that they could not guarantee. I asked if they could change us in the morning to adjoining rooms and he said that they would try. I explained that we planned to be at Schlitterbahn all day, but he said that they would move our bags if we left them packed and by the door, assuming that they could accomodate them. I mentioned this arrangement to the morning clerk and she made a note to that effect as I stood there. When we returned in the afternoon, the afternoon clerk told me that he was so sorry that he had not known about our request, because he could have given us adjoining rooms but it was too late. He then went on to tell me that he is the only competent member of the staff and that if we wanted something taken care of, we should have spoken to him (a lot of good that did us!). I brought up my concerns to the manager as we were checking out and was told first that the afternoon clerk is "bombastic" but just trying to be "friendly". He then told me that they were not allowed to move our luggage anyway. Ultimately, he said "what do you want me to do about it?"-- not exactly the competence or compassion that we were hoping for. At that point, I mentioned their "satisfaction guarantee" that is widely publicized at that hotel and was told "this is not the sort of circumstance for a refund." So apparently, MY satisfaction is not terribly important.
There are also issues relating to security at this hotel, in that doors that are supposed to be locked 24 hours a day and accessible only by key card, are not.

14  Thank KatB0518
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 23, 2018 via mobile
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Stayed: March 2018, traveled with family
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 9, 2015
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  • Stayed: December 2015, traveled as a couple
    • Service
Review collected in partnership with Muchoviaje
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 2, 2015 via mobile
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Stayed: April 2015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 25, 2010
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  • Stayed: September 2010
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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