My husband and I are “Premier” Marriott credit card holders and have been loyal Marriott Rewards members for the last 12 years. We stayed at the SpringHill Suites by Marriott near San Antonio’s Sea World this week. On the 2-nd night of our stay our car was broken into. Our vehicle was parked directly under a parking lot light and a security camera was trained onto the car. The passenger window was shattered; electronics, several prescription glasses/sunglasses and other things worth around $2,000 was stolen. A spare tire was stolen from another guest's rental car the same night.
The hotel receptionist called the police and paid for a cab to take me to work while my husband dealt with the police, auto insurance company and waited to meet with the front office manager. A clerk at the front desk showed my husband the view via parking lot camera of our car and revealed that the theft should be recorded. The manager arrived at around noon-time and assured my husband that he would contact police and review the video.
Several hours later we checked with the manager on the status. He said that the police were notified but he had not had time to review the recording. When my husband asked why he had not reviewed the recording, the hotel manager said that he had other things to do. My husband asked what could be more important than theft that two of his customers experienced. The recording could help to identify the burglars and his procrastination and lack of concern was giving the thieves time to sell/trade the stolen items. My husband asked if he could view the recording and the manager stated he could not allow anyone else to see it since it was hotel property. “So, the customers’ welfare and security are not an essential or important part of the business?” My husband called to the Marriott customer service and corporate services and he was treated even worse. It does not seem that it's in hotel interests to stop the crime and help their customers to recover losses. A friend asked us if we had considered the possibility of hotel involvement since the manager refused to let us see the recording. We have no evidence of this but it is a curious matter to us why the manager refuses to view the recording or to let us view it. We made a follow-up call to San Antonio police department to inquire about the investigation of our case and to ask if they had viewed the recording but have not heard from them either.
We stayed there one more night but were never contacted by the management again. I left our contact number with the front desk associate and asked the clerk to let the manager know that we would like to get updates on the incident but we have never heard back. We came home and next morning I received an E-mail from the hotel general manager stating, “It’s our goal to exceed your expectations and make you feel part of our family as you may be away from yours… We want no more than to WOW you, and it is my sincere hope that we have done so!”
Guess what? They did not even come close to our expectations and the Marriott lost some loyal customers and credit card holders.
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- Also Known As:
- Springhill Suites San Antonio Seaworld/Lackland Hotel San Antonio