Homewood Suites by Hilton New Braunfels — Hotel in New Braunfels

We booked this hotel for a 6 night stay during a recent trip. Using the app I checked in the previous evening and selected my room. When we arrived we were assigned our room, we were given a different room than I had selected. When I asked the clerk she advised the room I had selected was not yet ready, even though it was past normal check in time of 3pm. We attended our room and found the room missing a closet door as well as the door handle on the fridge. When I went down to the front desk and advised this and requested another room the clerk was friendly and apologized advising she had not been notified there was a problem with this particular room. This was obviously inaccurate as there is a review with this info a month ago so this room has been this way for an extended period of time. The new room looked acceptable and we settled in for our extended stay.

When I went to get ice I found the ice machine on the 4th floor broken, no problem we have a fridge with an ice maker in our room! Turned on the ice maker and an hour later returned to find the kitchenette area floor covered in water. Turned off the ice maker and cleaned up the floor. For the rest of our stay ice was procured on a different floor. The 4th floor ice maker was still broken at the end of our stay.

Based on the signage in the room housekeeping refreshes your room every second day. On our second day we saw the housekeeping carts come and go from our floor with no service. At 2:30pm we contacted the front desk to advise we may have been missed and that we would require or room to be refreshed. They advised they would come right up. About 45 minutes later we departed for an evening function only to return to our room still being unserviced. When I contacted the pleasant young lady at the front desk she advised "no problem, I have towels you can come get down here and you can empty your garbage and recycling at the main receptacles near the elevator." While I appreciate her pleasant nature, I do find it as a problem if I need to service my own room.

The next morning we happened to bump into the housekeeper on our way out and mentioned we were missed yesterday and requested we have our room refreshed today. When we returned we found housekeeping had left a stack of towels in a pile on the vanity, had not removed the soiled towels on the floor and supplied a couple of more packets of coffee. I guess that is a Hilton "refresh". For the rest of our 6 night stay we never received any further service to our room. Many days we passed other patrons in the early evening leaving the lobby with fresh towels, so it would appear the only way your room gets serviced is either you do it or call constantly and standby to ensure it is done.

The supplied breakfast was adequate with a couple of decent hot items but a bit light on the normal breakfast fare. The Managers reception on Wednesday is of zero value. I had read reviews of drinks and apps including wings etc. What we found was a bowl of basic salad, tasteless soup and the ability to pour yourself a beer from a tap that was having issues with dispensing overly foamed beer that was flat by the time it hit your glass.

This hotel has two elevators, one of which was out of service for our entire stay. This posed a problem if you needed an elevator during the busy check out period or if you caught the housekeeping staff coming on duty and hauling carts up the the floors as only 1 cart per trip could fit. This led to a nearly 15 minute wait for an elevator while we wanted to check out and hit the road on our final day.

At check out I asked for a manager and the very pleasant clerk advised that the manager wasn't on duty yet. I expressed my concerns and disappointments and she advised she would hold my check out and have the manager contact me before checking me out so we could discuss and address my concerns. This review is posted eight days post stay and I received no follow up from the manager and my check out was closed and billed with what appears to be a...

Room itself was rather clean, furnished. Some items were not in sufficient quantities in the kitchen (they had four bowls / plates, for example, but only 2-3 of other items, such as forks). Stove and fridge/freezer options worked as expected. There isn't a lot of cabinet space, and what there is available is taken up by kitchen utensils and tools. If you buy food or other items to store in a nonfridgerated space, anticipate finding another arrangement for it (this note is just to help with planning, it's not a complaint or similar criticism). Hair dryer provided worked as intended. However, shower curtain in this room was rather short; it can (and did) easily slide over the edge of the tub during a shower, leading to huge water messes.

Room service does vacuum and change out towels and cloths daily. Additional services, such as changing sheets or making the bed, must be specifically requested on an as-needed basis.

There is a pool, though it didn't match the size or picture that I had seen for this hotel. There is a deep end and a very shallow end; the shallow end has a mushroom fountain, great for the kids. The deep section has a few falls, which are a nice touch. This hotel location does NOT have a spa, though I had read that it did. It has two washer / dryer units for guest use: they require credit/debit cards to use. There are fire pits outside with comfortable lounge chairs.

There are elevators in the building and handicap accessible entrances.

Breakfast provided was a variety of cereals, juices, milk / chocolate milk, breakfast bars, uncrustables, and hot plates. The hot plates featured different items each day, such as bacon, scrambled eggs, sausage, biscuits and gravy, or enchilada egg breakfast casserole. Hot plates were served in to-go containers. There are three coffees available - decaf, regular, and robust.

Was disappointed to arrive at the hotel and be informed that the room I had booked several months in advance was given to someone else. I had reserved a 2 queen bed room, and ended up with a 1 king bed. Yes, the couch had a pull out bed that we made work, but I specifically got the 2 queen option because several guests have back issues that could be aggravated if they use lower quality sleeping arrangements - such as pull-out beds. Most hotels were rather booked, so I didn't have much choice but to accept the change.

Front desk personnel were professional. There is a Suite Shop where guests can purchase laundry-related items, candy, bottled water, soda, and Gatorade. However, it's rather pricey; consider stocking up on your favorite beverages at the nearby...

I had a HORRIBLE experience with this "Hotel" mostly due to the parent companie's reservation "service." Granted, my day was already on par to be one of the worst traveling for business days of my life. Due to multiple events in town, it seemed to be near impossible to book ANY room, be it a 1 Star dive/crime scene(motel,) or what was supposed to be a 4-5 Star "Hotel." I spent every moment from 4PM when my event was over for the day, until 11PM when I called the Hilton "Customer Service" number, trying to get into any room I could lay my head down for a few precious hours, until 8AM when I had to start the second/last day of one of the most important events financially that I've had so far this year. So, I drove past one of Hilton's Hotels, and decided to call the lobby, knowing that particular Hotel usually starts around the $250-300 range(on weekdays when they aren't busy.) So, I was prepared to hear that I was going to have to pay $3-400 minimum to stay there. Well, no such luck. They didn't have any rooms and the person on the other end of the line(Hilton apparently outsources their phone rooms to somewhere in the Middle East,) proceeds to tell me that they have a room that is only 10 miles away. I agree and book the room for just over $300, after agreeing that it is past time for their cancellation policy and that if I cancel, the room would still be charged to my card. I asked him several times if I could hold the room with my card, but pay in cash when I arrived. He insisted that would not be a problem. Well, the room ended up being 45 minutes away, and when I got there, of course I couldn't pay in cash. I didn't have $300+ on a card, and being 11PM, I couldn't go to the drugstore and put the money on one. The lady was very rude, and threatened to call the police on me when I asked to speak to the manager. Unbelievable! Worst experience with a Hotel chain that I thought would never treat their members like that. I ended up staying at a Motel(not Hotel,) by the freeway that was sure to be frequented by the police on a nightly basis, for $100. Never...