Best Western Plus Roland Inn & Suites — Hotel in San Antonio

Requested a disability access room and was not given one. Best Western Roland Inn does not care about their disabled guests. I see many reviews parroting this fact. There is many things wrong here that make it hard for guests with disabilities. Disabled parking spots are further from the doors than a general parking spot was. The tables on each floor outside of the elevators are too big and block the pathway for disabled guests who may be blind or in a wheel chair. Plants overhanging and obstructing the sidewalks around the building. Employees seemingly lack empathy toward disabled guests. I’ve gotten better compliance at a cheap motel for less than half the cost. Please fix this and fix your values. Disabled guests are as important as able bodied guests.

The service was also poor. Only one of the employees was wearing a mask during our entire stay. The woman working at the night shift at the counter, I believe she said her name was Yvette, over the weekend was rude and didn’t bother to look up or acknowledge customers when she was spoken to. Horrible service. The water pressure in the shower was terrible, not to mention it took about 15 minutes for the water to heat up each morning when the shower was turned on. During one of the mornings at breakfast, someone had taken a bite out of one of the sausage patties and put it back in the tray, none of the staff came to toss out the food and replace it with new, clean food. Hand sanitizer at breakfast was empty each morning. The coffee in the lobby was awful and tasted severely burnt.

The hotel room had a strange musty smell to it, one of the towels in our bathroom was stained, the refrigerator in the room did not seem to be working and we had to use a cooler to keep our water bottles cold, key card stopped working halfway through our stay. Our door wouldn’t close all the way sometimes unless forcefully pushed closed and the locks were very hard to turn in to place (which breaks all types of ADA Act requirements).

Please get yourselves together, best western. Each and every one of your customers deserve to be treated like people and have an easy and worry-free and accessible experience. Employees should, at the very least, say hello and acknowledge when they’re being spoken to or asked a question. Health and safety requirements during a pandemic should be met, always. I do not think I’ll be...

Recently stayed here for 3 days August 6 - 8, 2024. The front desk staff Jose was very nice and helpful. Upon going into my room which was double queen bed with sofa bed handicap. The room was dirty. We pulled out the sofa bed there was food all in it. Under one queen bed was dirty cups, under the other queen bed was a baby bottle. There was no toilet paper in the bathroom. Upon me going back to the front desk to inform Jose, he apologized looked for another room, but it wasn’t anymore handicaps on that floor. There was a housekeeper sitting in the sitting area on her phone watching tv. He informed her to go clean the room. My thought is If you have down time during your shift outside of breaks, why was our room like this? We asked for a discount. Jose said Ana the General Manager was the only one who could give a discount that she worked 8-5. We checked in about 3:30 that evening, no Ana in sight. Jose said he left a message for her about the incident and I wanted a discount off of my charged price. Next day Ana did not come in. The front desk girl said she would let her know I wanted to speak with her. At about 12 pm, I called the front desk and asked if we could get towels and our trash taken out? The front desk girl said she would let housekeeping know. We left room around 12:30 pm. When we returned later that night we still didn’t have fresh towels. Jose was now on duty. He gave us fresh towels. He also picked up dirty towels and trash that was outside our door. Jose reiterated that he had left the general manager a message to inform her about the situation, but had yet to hear from her. The following day at checkout 11 a.m still no Ana. Jose was back on duty. He proceeded to call Ana with no answer. After we left we called the hotel several times trying to reach Ana, with nothing. This is the nastiest, unorganized hotel I have stayed at. Too nasty for the price. How can a general manager run a hotel and not ever be available. I do not recommend anyone...

I booked 5 nights here. However my room was only cleaned 1x and that's only because I asked the housekeeper in the hall to clean our room on the 3rd day as we were leaving to explore the city and wouldnt be back for hours. When we returned, the only cleaning was done was she made the bed and took the trash out. The carpet hadnt been vacuumed, nor was the bathroom floor attended to. The sink and the tub still had the same hair in it from when we left for our outing. I approached another housekeeper in the hall again about our room and she assured me that she would take care of the floors. We left again to go get something to eat. On my way out , I stopped at the front desk to make sure that our room was taken care of while were out to eat. Returned about an hour later to again discover the floors were still unattended. Called the front desk and jenny finally came to do it herself. Apparently they dont clean the rooms on a daily. Also, it must've been a dog convention going on in town because there were so many dogs in this hotel. You could smell the dog scent on the elevators everytime. Some guests would bring their pets in the breakfast area. My husband witnessed one dog putting his paws on the coffee counter. All whilst other dogs were biting and barking at each other. On a positive note, the beds are comfy and the decor of the hotel rooms are well done. The view from our hotel was great. I would stay at this location again but I would have to make it clear that my room needs cleaning every other day at least. I shouldn't have to ask for my room to be cleaned properly or cleaned at all if I'm staying 5+ nights. Especially if I put the "CLEAN MY ROOM" sign on the door knob...