I previously stayed at this hotel during 2011 and was quite pleased with my stay. However, during a recent stay at the Hotel, I was not satisfied at all with my stay. I checked in on March 22, 2012 along with my husband and two kids. The following day, we left the room at around 11:20 a.m. At the time we left the room, we removed the do not disturb sign and on our way out we encountered the cleaning crew who were working on the rooms adjacent to ours. We said good morning and went on our way. When we returned to the room at around 5:30 p.m., the first thing that we noticed was that no one had cleaned the room. As a result, I called the front desk and inquired as to why the room had not been cleaned. I was asked if the do not disturb sign was on the door. I replied to the lady that the sign was on early in the morning but we took it off before we left, which was at around 11:20 a.m. The lady replied that it was common practice for the facility not to clean rooms when the do not disturb sign was on. She also mentioned that the room would not be cleaned since the cleaning crew had already left for they day. The only thing that she offered was to send someone with towels. Fifteen minutes later, a lady came to the room and brought in towels and toiletries. She also emptied out the trash. I have stayed at many hotels (from 2 stars to 5 stars) throughout the U.S., Mexico, Europe and Northern Africa and have never encountered this type of problem "ever". It is unacceptable for a hotel to skip such an essential part of the hospitality industry as cleaning a room. All other places have the crew come back to clean or call the room to inquire if you want it cleaned. It just shows a lack of excellent customer service and laziness from the staff. There is no excuse: the do not disturb sign was removed, we left the room early and the cleaning crew saw us leave, so they knew the room was available to be cleaned. I am extremely disappointed in this hotel. Needless to say, I will not be recommending it to anyone.
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- Also Known As:
- Holiday Inn San Antonio North-Hill Country Hotel San Antonio