Best Western Plus Hill Country Suites — Hotel in San Antonio

Our original stay was from July 30 - Aug 2nd and we checked in at 12 or 12:30 AM on July 31st. Note that I called the hotel ahead of time to let them know that we will be checking in late as we were driving in from Houston. When we arrived at the hotel and obtained keys for our room, we realized our rooms were not ready. We were missing atleast 1 or 2 items from each room (towels, quilts, pillows, a trash can, unused soap, etc) and had to provide a list of missing items to the receptionist downstairs who was nice enough to get those items to us within an hour.

Additionally, two of the rooms we were provided had door locks which were not functioning properly. We made the receptionist aware of the situation who said that it was normal for the doors to get jammed and offered to either move us or have maintenance take a look at the doors the next morning. One of the locks (room 227) refused to work altogether so we ended up moving to another room (229 - handicapped) which smelled and had insects. See the attached pictures of what looks like a roach and a grasshopper. The next morning I spoke to the manager about the inconvenience we encountered upon check in who apologized and mentioned that he would talk to housekeeping but I never heard anything else from him. Later in the day (approximately 6PM), I discovered that my brother and sister (staying in 229) had bed bug bites on their necks and back and we also did not receive housekeeping services in rooms 229 and 228. I spoke to the guy and girl at the front desk who did not seem to care much and mentioned that they thought we would be moving back into 227 and therefore did not provide service in 229. Not really sure how they thought we were moving back into 227 as they booked the room out to someone else. Housekeeping just assumed service in 228 was not needed although no sign was put out which said to keep out. Additionally, despite seeing the bump on my brother's neck, they needed to call their manager to find out what to do as they ran out of king suites. After being on the phone with their manager for 15-20 mins, they decided to move my brother and sister into another room (226) and even though we requested to move later that night as we were leaving for an event, they asked us to move right away.

Every morning, they ran out of something or the other during breakfast. Although breakfast was from 630 - 930 and we would be there by 9 AM if not earlier, the staff was running out of basic items such as milk or maple syrup.

Overall, we were extremely disappointed with our stay and given that we booked a total of 5 rooms for 4 nights each and spent a decent amount of money at this Best Western location, no consideration was provided for all the inconveniences and challenges we faced.

I've complained to Corporate TWICE about my stay which resulted in a voicemail from the general manager. I've called him back 5 times and left my number and name and have received no call...

I reserved a jacuzzi room for 2 for the weekend of 9/18/2020 - 9/20/2020. I was told the jacuzzi tub was large enough to fit 2 people. It was NOT that big at all. It was a standard sized tub with jets. The shower was large enough to fit 2 people....or even up to 4! But then again, the room was also a handicapped room. The shower was a roll-in shower and when the water splashed onto the floor OUTSIDE the shower area, the flor was so slippery, you will fall. I'm used to non-carpet floors, I live in it. I also walk around bare foot all the time on tiles. But the floors in this room...VERY slick when wet. You better have your non-slick shoes on when you take a shower, else you'll fall flat on your face when you get out. The rate was also a problem. I was quoted $113.39 per night plus taxes, yet charged $125.99 per night plus taxes. So why did the rate go up? I did not find this out till the end of the trip. On day one, before I spent my first hour in the hotel, I asked for an itemized receipt. The guy who checked us in was VERY rude and sloppy. He acted like he didn't care. The guy at check-out was total opposite. Very friendly and told me he would look into the over charges. Thus far I have no heard back and he told me to give him a week. Well, it's been over a week and no word. Over all, I will not be back at this hotel ever again. I wanted a romantic weekend with my BF in a 2-person jacuzzi to celebrate our anniversary. We tried to find another hotel that did have a TWO-person tub, but could not find one, so my BF said "We'll make the best of it." But yeah, go some place else. They have Mexican workers staying there with will act like they own the place and put dents/scratches in your car. And then there's the construction going on right outside the hotel. If you miss the turn, you have to do several U-turns just to get back. find a better hotel else where is my best advise if you thinking of staying here.

Added on 10/17/2020 (2 weeks later) Now they saying I signed an agreement to pay them a rate of $125.99 per night. I told them to show me my signature. Still waiting for them to show me.

Response from the owner a month ago Thank you for taking the time to review our hotel, I apologize for not meeting your expectations. I have emailed you a copy of the price acknowledgment you signed at check in. I am also sorry to hear your displeasure with our two seater jacuzzi tubs as described by the tub manufacture.

Added on 12/26/2020 "Two seater jacuzzi"? yeah, for two kids!!! I used to work at a hotel that had jacuzzi tubs TWICE the size of this one. And I'm still waiting for that SIGNED agreement. The one I received in the email did NOT have the rate on it. Just a total...which, again, I was told included extra for...

WOULD I STILL RECOMMEND THIS HOTEL? THAT WOULD BE A FIRM NO!!! Why not you wonder? For a few reasons namely inaccurate charging( they attempted to charge way more than was owed because of bad math) having to clean our own room( without any type of concession) and everything from the first review. You’d be better off booking The Hyatt right next door. If you’re curious about some of why i changed my rating, keep reading :) and of course I’ll include pictures as usual

So about 3 months or so ago, my family stayed here I said it needed some TLC here and there but the staff was friendly and helpful. However, whilst deciding to give it a second try, I learned the error of my thinking. This stay was contentious at best. Upon checking in, the young man (whom we will just his first initial), “A”asked if I would be needing housekeeping? My answer was a resounding, yes. So far so good right? The first room he had given me had definitely been smoked it. I mean REALLY badly. So I asked him to move us. Which he did quickly. Awesome

Fast forward two days,everything was still good, except I told me husband to request housekeeping( because I had developed a sinus infection from staff and guests smoking by the door and mildew from the room) Anyways, it never happened, on the third day when I returned and it still hadn’t been cleaned, I went to the front to ask why not. [Now Entering the Land of Excuses] I heard everything under the Sun why it hadn’t been cleaned. Including and up to claiming they didn’t know who my husband was (EVEN THOUGH THEY GAVE HIM A KEY TO MY ROOM) “and thinking he was a homeless guy “ as well as having posted up front that there was”limited housekeeping “ or stopped cleaning because of “Covid” to name a couple. To keep you from having to read more I’ll wrap it up

So who finally cleaned the room you ask? I DID with the help of my husband. In fact family checking in next door thought I was housekeeping. Lol.

The insanely filthy vacuum explains why the cleaning elsewhere was not that good though. Sadly, the manager that was there before when I first stayed and wrote my first review was gone. The new management is unethical at best.

The pictures of their vacuum was before we cleaned it in order to use it. The latter was after completing cleaning as well as pics of the room afterwards and the pics of the desk was showing nothing stating no housekeeping before my...