Hampton Inn & Suites Selma-San Antonio-Randolph AFB Texas — Attraction in Live Oak

I had a rather unpleasant experience during my recent stay at the Hampton Inn. After checking in on a Friday night, my initial impression of the place was quite positive. However, things took a frustrating turn the following morning when I tried to turn on the TV in my room. To my surprise, the TV was cracked, but this was only noticeable when it was turned on, not when it was off.

I promptly reported the issue to the front desk, where the staff assured me that they would either fix the TV or replace it. While dealing with this inconvenience, I couldn't help but notice that the head of housekeeping seemed to wear a less-than-friendly expression and did not appear eager to assist me with the matter.

To my shock, I woke up the next day to find a $900 charge on my credit card. It seemed that the hotel was blaming me for the damaged TV and had decided to bill me for it. When I approached the general manager to explain that I had only noticed the issue the following morning and hadn't even turned on the TV until then, his response was far from accommodating. He essentially dismissed my concerns and insisted that I should have checked the TV as soon as I entered the room.

Despite this unpleasant incident, I chose to continue my stay at the hotel, even extending it by an extra day. I had confidence in my ability to resolve the unfair charge through my credit card company, which I eventually did. The credit card representative informed me that the hotel could only charge me if they had a policy stating that guests must check the TV as soon as they enter the room. If such a policy did not exist, they were in the wrong.

While the front desk staff were somewhat helpful, I cannot say the same for the general manager, who displayed a dismissive attitude, or the head of housekeeping, whose demeanor was less than welcoming. I share this review to caution potential guests about the unprofessional behavior I encountered during my stay.

There was another concerning aspect related to the TV issue. When I tried to discuss the matter with the general manager, I attempted to explain that the TV in question was a relatively modest $350 55inch model and not a $900 TV they were trying to charge me for. To my disbelief, the general manager dismissed my explanation and even chuckled, insisting that the TV's actual value was $900.

In my efforts to clarify the situation, I requested an invoice or receipt to verify the TV's cost. However, the general manager appeared evasive and declined to provide any such documentation. This only added to my frustration, as I felt he was not being transparent and was possibly attempting to overcharge me for something I did not do.

This episode further highlighted the unprofessional behavior of the general manager and contributed to my overall negative experience at the...

I looked at several hotels in the area and chose this one because it was the only one I could find with an indoor pool AND excellent reviews. We were willing to pay a little extra for a room, considering the above and because breakfast and parking were included. Janis was the first person we met when we checked in. She was personable, warm and offered us complimentary water bottles. We had a queen suite and our beds were incredibly comfortable. I loved the little touches like the faint hint of linen spray on the sheets, the sound machine (we could hear highway noise so this helped) and the fluffed pillows. They advertise that they wash the duvet covers for every guest, which just made the room feel even cleaner. The microwave and fridge were both handy.

Breakfast the next morning was delicious and offered a great variety. There was everything from waffles to hard boiled eggs to fruit, toast, cereal, oatmeal, breakfast tacos, etc. Every staff person we interacted with was top notch in kindness and hospitality.

Our only issue was swiftly handled. The pool had to be shut down for several hours because there were so many people in it the day before and it needed to be flushed. I appreciated that they cared enough to do the work of flushing it. In the end, all I had to do was mention that we chose this hotel for the indoor pool and Mike, at the reception desk, went above and beyond to rectify the issue. We were incredibly impressed by Mike and his desire to make things right for us without me even asking. He also rewarded our kids for turning in a bluetooth headset when a guest dropped it on the 4th floor. Mike is attentive to detail and gifted in hospitality. My husband overheard a couple come in and they were greeted by name as they are frequent guests. It's easy to see why they choose this hotel as a place to land when they visit San Antonio.

The next time we are in San Antonio, we will most certainly try to secure a room at this hotel again. It is in a great spot, close enough to both downtown and the Natural Bridge...

I frequent this hotel and have enjoyed my stay in the past. However due to a recent incident in how the hotel handled a lost personal item and their mangement's lack of interest in handling the issue, I will not recommend anyone staying here. Poor customer service, better word is deception.

I lost an item at the hotel and the Hampton/Hilton brand procedure do require the staff to log lost and find items in a log book and also conversations that have taken place between the customer and the hampton employees. I called the hotel asking specifically about an item that I had left behind. I do have to comment that I was impressed in the way how the hotel documented lost items and proceeded to tell me that they can either send it to me or I can pick up the item. I told Hampton Inn employee that I would go by the week after to pick it up. I drove 3 hours to and from the hotel just so that I can pick up the lost item. When I go to the hotel, the employee onsite told me they couldn't locate the item. They showed me the log book which contained notes of exactly where the last employee had placed my lost item. The question I asked the hotel management is where is the item? The management at the hotel told me frankly that they can not locate the item and do not know where it is. Do items just walk off on their own ? or is there a theft problem?

I am a loyal Hampton Inn and Hilton Inn customer. In fact, I am a gold Hilton Honors member. I am writing this review with the intention not to gripe about the "possible" theft problem, but rather how the management handled this issue with me. I called and the management at this hotel show lack of interest in responding to my inquiries...made very little effort in returning my phone calls. I know stuff happens but it's the aftermath of how customer service employees handle situation that really makes up of the entire customer satisfaction experience. I have to call this particular Hotel many times....The hotel manager made very little attempt to...