The Bevy Hotel Boerne, a DoubleTree by Hilton — Hotel in Boerne

Disappointing and Frustrating Experience. Will Not Return

I stayed at the Bevy Hotel in Boerne, Texas for three nights because they accepted pets, and we held a Christmas party there for our employees in the past.

I made the reservation by phone, clearly informing the agent, who I now believe was from a Hilton call center, that I had a pet. They confirmed the hotel was pet-friendly and noted it on the reservation. Upon arrival, I was told my reservation did not reflect this, though they did ultimately allow me to fill out paperwork and pay the $100 nonrefundable pet fee on the spot.

At check-in, the front desk clerk questioned why the address I provided to the call center didn’t match my ID. This line of questioning was unnecessary and made me uncomfortable answering it. I have multiple addresses, which are not the concern of hotel staff.

When I entered my fourth-floor room, it smelled of urine, I assume because it was designated as a pet room. Though the odor was unpleasant, I had just driven four hours and decided to tolerate it rather than request a different room.

On the second day, I extended my stay for an additional night. During that process, the front desk agent asked for my name, after I had already given her my information. She then questioned its spelling in a way that felt intrusive. My name is unisex, and how I spell it is not something that should be scrutinized by hotel staff. Nor should I feel a need to explain why my name is spelled a certain way.

I also requested housekeeping to change the bed sheets that day due to a spill, asking specifically that it be done before 4 PM. I returned just before that time to find the bed simply remade, same sheets still in place. I called the front desk, and while they apologized and promised to send housekeeping, I decided it would be too much hassle with my dog in the room, and I would sleep in the second bed instead. I called back to cancel the request and was told I would receive a bill adjustment for the inconvenience. They also offered drink vouchers for the evening, which I declined. I just received the invoice and they did NOT make any adjustments. A discount is not the point. The point is that they said they would make an adjustment, but didn’t.

To make matters worse, housekeeping showed up at my door anyway, and one of the staff members spoke to me in a dismissive and condescending tone, implying the sheet change should have been more clearly requested, I had already communicated that clearly at the front desk earlier that morning.

Additionally, the room had a blinking light coming from a detector on the ceiling that flashed all night long, an irritating nightly disruption. For the price point of this hotel, one would reasonably expect more modern amenities, as well, but the TV was not a smart TV, and there were only about 30 basic channels available. The on-demand movie selection was extremely unappealing for $20 per movie.

Individually, each of these issues are very minor, but collectively, they demonstrate a lack of professionalism, poor internal communication, and disregard for guest comfort. This experience left a lasting negative impression, and I will not stay here again, nor will we host any future events. I would not recommend this...

I am writing to express my extreme disappointment with the service provided at your hotel's restaurant during my recent stay. We specifically chose to stay at your establishment because of the advertised amenities, including the bar and restaurant attached to the lobby.However, our experience on the first morning of our stay was nothing short of unacceptable. Despite being seated promptly, my party of five adults and three children waited for over 20 minutes without any acknowledgment from the waitress. When I approached her, she dismissively informed me that she would be with us "soon."After an additional 10 minutes, she finally took our drink order, but when we inquired about the wait time for our breakfast, ( I can understand being short-staffed, but obviously, this lady did not want to take the order or do the work as she was playing around in the background ) she rudely stated that it would be another 30 to 40 minutes. … Again it was her demeanor. She obviously did not want to take our order. She made a huge mistake because we happen to be very generous tippers and she would’ve cleared $30-$40 tip on a breakfast order if she was not malicious. Yes She further commented that they were short-staffed, which was conveyed in a manner that was both unprofessional and disrespectful.Frustrated by the lack of service and the waitress's attitude, my entire party decided to leave and dine at a restaurant across the street. I then went back up to my room to grab my wallet, and came down to my dismay, I witnessed the waitress complaining about us to the manager at the front desk, demonstrating a complete disregard for customer service and professionalism. She clearly had time to complain and not help in the restaurant as she should have been, but worst off she was complaining about my party within my earshot . As a result of this experience, not only did we refrain from spending any money at your restaurant during our stay, but we also have no intention of doing so in the future. It is disappointing that such behavior is tolerated within your establishment.I hope that you will take this feedback seriously and take appropriate measures to ensure that future guests do not encounter similar issues. Also, they advertise they have a coffee bar… They don’t, there’s a sign there that tells you just to go to...

The hotel was really nice, the live music Friday and Saturday was spectacular, pool area super nice. I have a couple of issues with the staff at the front desk...We were here with our daughter and her boyfriend to celebrate her 50th birthday and my husbands 70th birthday so when I made our reservation I asked that our rooms be next to each other or down the hall, I was assured they would be. When I checked in (before my daughters arrival) I was again assured that the rooms would be close together. When my daughter checked in they put her on a different floor and said there was nothing they could do about it, I of course let them know this was already set up and after 15 or 20 minutes it was still not going to happen. I asked the lady at that time about our breakfast coupons and she said our rooms did not come with breakfast...I really thought they did. She gave us a coupon for breakfast the next day and said we would have to come back each day for the breakfast coupons...I said we don't want to have to go through all this trouble again to get them and she said it would be no problem and that she put notes in the system. The next day we asked for our coupons and they again said we don't see the rate on your room to show you have breakfast included. I explained we went through all this the evening before and the girl assured us it would not be an issue because she was added notes. Needless to say we did not get our breakfast coupons...when they called me later with an attempt at customer service and said we'll give you breakfast for one room for the next two days but not the other room and that this was a $60 value, I told them I didn't want it and hung up. The point was not the $60, it was they first messed our rooms up after assuring me twice we would have our rooms together and then the woman the first night telling us she made notes about the breakfast coupons for the next 2 days so we wouldn't have any issues. My only suggestion is make sure you have everything in writing...from room location to breakfast on your confirmation email. To the staff or whoever will be responding to this review I ask that you please review the cameras before you respond so that you can hear the conversation about our breakfast coupons. This issue will not keep me from staying here...