Best Western San Antonio SeaWorld - Lackland — Hotel in Castroville

Let me relive the nothing short of atrocious weekend my daughter and I had to endure......including but not limited to A disgusting and unclean bathroom when we checked in at 9pm, or so. Pubic hair in numerous places on the floor and in the dirty bathtub, then an ac unit that was not working. Ok, they moved us rooms immediately. Good!

An hour later after we had settled in for the night and were winding down, our door is aggressively shoved open 3x with someone trying to get in. My daughter is now screaming and I rush up screaming "GET THE F BACK" ready to do whatever is necessary, only to then hear children and their parents screaming in fear as they realized what just about took place! It became very clear that when we were moved it was not put into the hotels system, so another family was then prompted to our room, and given access!!! THUS, leaving 2 families afraid for their lives, and literally shaking and crying. The next morning speaking to an employee, I all but demanded NEEL PATEL the GENERAL MANAGER call me to discuss such a serious breach in his hotels procedures, but also safety, and to NO SUPRISE, I received no call and this MANAGER could clearly care less about the very serious issue that took place this weekend, and the very different outcome that could have taken place.

THEN.......

oh wait, there's more.......

The next morning, the couple staying next to us decided that 9am is a good time to start arguing, cursing, and really just having a whole domestic dispute. Well, she leaves to the lobby, and 15 min. later as I'm going down stairs to start loading my vehicle to leave, he's down there, sitting across from her very aggressively, and almost threatening like, and that continued until about 20 min later until we were leaving. I hope she was ok, and someone helped her. This all begs the question of what kind of place are you running Mr. Patel, where the safety and concerns of your clientele are ignored? Where, yes, you cannot control all the unsavory characters that enter your establishment, but at the VERY least, when something like this occurs, your butt is on the phone immediately and trying to rectify these issues. BUT NO! To top it off, 2 of your employees informed me you were to be in that day, so I'm not sure what your excuse is for lack of action here. After reading through some of your reviews, it appears you are aware that you have some very serious issues at your hotel. I suggest you get to work sir, because this weekends stay was about the worse and most unbelievable experience I have EVER had in any motel/hotel or what have you!

Floors in common areas are filthy (don't make me attach pics, you know they are), carpets are FILTHY, rooms smell of people staying in them, not of cleaning products, so it makes you wonder if your room was even cleaned and or sheets changed. Let me end by saying this, NOTHING came back into my home until it was time to go straight into the washer and dryer on HOT HEAT, if you catch my concerns!

The very visable lack of cleanliness alone shows how much you care for this

UPDATE: WEEKS LATER, and you post lies? The room was booked under my name bc my husband booked it using his card. I wouldn’t have been able to check in under a different name without a credit card, matching that name, correct? Yet I stayed there, would you like me to post videos? I think I will! I asked your morning attendant to Have YOU call me that day! You did not. Apparently almost firing a gun through my door at a family isn’t Cause for you to call your customers who have been traumatized by your employees lack of knowledge and common sense on how to do their job, correctly! I left My name, my phone number and my email address and you did nothing, except for come on here and lie! I’ll be calling...

The worst stay we’ve ever had at a Best Western. We’ll never go back.

Upon arriving July 10th, the gentleman at the front said he needed my card to charge me for the room. I told him I had paid online when I booked it, back in May, and even showed my confirmation, and he proceeded to tell me it hadn’t gone through. He told me to call my banker and figure it out, that it’s a bank issue and not their issue. Really? Mind you it’s after 5pm already. I was frustrated. I told him to run my card again then and if there’s two charges that I’d come back for a refund of one. Once he ran my card he told me my card was declined, that the bank declined the charge. He told me we may have to find another hotel since we didn’t pay. I call my credit card and find out from the customer service that the hotel, not the bank, declined my card and they voided the previous payment I had made back in May. So it was the hotel and not the bank.

Fast forward to the hotel condition and room. The hallway carpets are stained and nasty. They have towels laying randomly down the hall, they said it’s to soak up water. The 3rd floor, where we stayed, constantly smelled like smoke. The stairwells were never cleaned the whole time we were there; they had mud, food, and plastic cups laying on the stairs. The room is much smaller than you’d imagine and the beds were smaller than a full. The sheets had black hair in them, the towels looked like they were never cleaned with them having hair and makeup on them, the tub was dirty, and the air conditioner makes a horrible loud noice constantly.

Going out to the pool, the door leading to the outdoor pool from the hotel is constantly propped open by either a towel, a rock, or a mat. My kids kept shutting the door but when we’d come back it was propped open again. The gate from the walkway into the pool was always open as well; to where anyone could just walk on in. The pool was very dirty and cloudy, you couldn’t see the bottom of the pool. The hottub looked a little better, which was being filled up by a water hose stretched across the area. I told the kids they could get in there but once they did they stepped on something on the bottom. When we pulled out what they had stepped on it was a broken, exposed, pool light. Thank God nobody tuned the hottub on to send electricity to the tub. The staff also had a party at the pool at night. They are very loud, grilling out and drinking, playing very loud music, and then they throw all the beer bottles in the ‘dirty towel’ bin by the pool. We could hear it all inside the hotel room.

The breakfast was far from fresh, and was not good at all. The eggs were cold and were drenched in green parsley or something. The waffle mix was sour. The juice machine looks like it hasn’t been cleaned in a year, with mold and gunk in the drain. After the first morning we would only grab a banana and a packaged muffin, we knew that would be safe to eat.

The overall stay was not good at all. I will never recommend Best Western again, especially this location.

I didn’t get pics of the nasty hotel floors or horrible breakfast, but there are other reviews on those and they have pictures. The pics I added were of the propped doors and the broken exposed pool light my...

The pictures the hotel has posted of the rooms could not be more deceiving if they tried. Before I go into the issues, I will say that the only thing that was not an issue was the lovely woman at the front desk. She was as accommodating as possible and friendly.

The first room we were given had no blinds and the couch was covered in construction dust. So they moved us to a second room. Our key wouldn’t open the door and after some waiting and effort the staff was also not able to open the door. The third room we were given had just been “cleaned”, but that’s arguable. While it was cleaned of visible construction dust, the room was crudely put together and still had glaring signs of recent construction. The two rooms we actually saw both were missing major components of a hotel room. All issues pertained to the room interiors.

The issues were as follows:

1. Extremely poor lighting (no lamps, only 2 poorly placed canned lights).
2. The floors had not been mopped (prior peoples shoe prints were everywhere).
3. There were “tumbleweeds” of strands of black hair on the floor. 4)There is no closet or anything to hang clothes on/in.
4. The furniture that was there was old and trashed (covered in stains and construction remnants of what looks to be wall texture), 6) Besides the bed, the only furniture in the room was a couch, ottoman, a chair, and two barstools; all of which were in the previously stated condition.
5. While the door does lock, the door does not sit flush in the doorframe. My husband could fit hit finger in between the door frame and door. At night, the hallway light is clearly visible all around the door. 8)While I initially thought the bed was clean, I woke up to find the top sheet slid down in the night to expose the top of the duvet which had dried blood on it. 9)Our room was directly under a room that was probably having renovations performed, as the sounds from what sounded like construction woke us up after only 5 hours of sleep.
6. Not a single decorative item was to be found in the room, making it feel like a holding cell in a jail.

The fact that the owners are letting these unfinished and unsanitary rooms out and charging people to stay in them is unethical. Never in my life have I ever felt like I had to leave a hotel/motel. We booked for 2 days but left after one night. It was very inconvenient, as well as costing us both more time and money, but was worth it to escape this concrete abomination...