Best Western Windsor Pointe Hotel & Suites-Frost Bank Center — Hotel in San Antonio

Beware of this hotel!!! This is one of the filthiest and dirtiest Best Western I have seen. Very unprofessional Staff... this Eric, Jeff, and I was told their manager are John and Aman. ||We reserved a suite room to this hotel ahead of time due to the location, it is closer to where we are going. Upon reservation, nothing is prompting to the client that the elevator is not working. The client needs to know that the elevator is not working so that we have a better option, most especially we have 2 elderly parents with us. We came to the hotel and was assigned a room in 3rd floor. The room has musty smell. The fridge has molds and water from the fridge is dripping on the carpet. The sofa bed, when we spread it out, it was dirty and has breadcrumbs and drinks spilled on it. Our children have allergies, so we decided to tell the staff on duty, the guy in the front desk (6/7/2025, Saturday afternoon). He said that there is no available room to transfer us that time, there is no housekeeping to clean and no maintenance to change the fridge. He then told us that we can transfer to different hotel, and he will not charge us for anything. We were able to transfer to a different branch of this hotel no problem within 30 minutes and left. The Receptionist keep apologizing when we left. We reported it to BW and was given a ticket number. |||Their managers, if they exist per this staff Eric, these 2 managers are gone for 2 months, and they don't know when they are coming back. This Eric told me, EVEN IF THE ROOM IS DIRTY, WITH MOLDS, BREAD CRUMS AND SPILL ON BED AND NOT CLEANED WE WILL BE CHARGED AND THATS NOT REFUNDABLE. Even after we report the problem upon arrival and inspection of the suite and asked it to be cleaned. We asked for another room and told there is no available. HE TOLD US. IF WE CAN FIND ANOTHER HOTEL (which we did) to transfer since he cannot replace or have the suite cleaned "WE WILL NOT BE CHARGED"!!! HE KEEP ON APOLOGIZING WHEN WE LEFT. BUT NOW!!!! This liar is ||But now they are telling us now a different story. We asked for cleaner or maintenance on arrival and inspection of the room, but he told us no one is available because it's only him is working. He even told us the Elevator is not working for 2 weeks already??? And this dirty suite with molds, foul musty order and leaking fridge with black molds inside (picture attached) is which they assigned to us was check a week ago? ||Aside from the daily charged they took our BW gift card too regardless of where there is clean room or nasty room, this Eric told me "NOW" its non-refundable!!! Been contacting the BW corporate but since this is going nowhere. It's all verbal, giving them everything in writing but was told these staff/managers not replying, only when they call the hotel for an answer??? How could Best western tolerate this behavior. We left the hotel within 30 minutes, same day we arrived and per their recommendation that since there is no available room to transfer, to find another hotel which we did, and yet when I called them 2 days later and asked why my card being charged for the entire 4 nights, they told me we didn't leave? They didn't even know we left, and they said they will figure out what happened because there is no note or anything about what happened to us on that day, and why we left!!! Might as well provide copy of this to Health Department!!! BBB!!! etc... They cannot make up they mind about the charged, first because they thought we are still there and didn't leave, 2nd they said we left the following day and changed the charged, now they are saying its non-refundable upon arrival whether the room is dirty, with molds and bad conditions is the "STANDARD* now. So frustrating and...

I would give 0 stars if possible. This is the worst hotels I’ve stayed at and I wouldn’t even pay again if I knew how bad it was. Stayed 2 nights. The first day I got there around 11pm ready to check in. I called before arriving to confirm I could pay cash. When my family and I get there, the female clerk tells us we need a separate $100 refundable at checkout deposit that we hadn’t known about before. Luckily we had it and we gave it. When we get off the elevator to the second floor, there is no ac in the halls and the windows are open with construction sounds coming in. For the $185 we left we expected better. We get to our room then we need extra pillows and blankets so we ask for them. She kindly got up and gave them to us without mentioning any extra charge. The next morning, I go checkout we are notified by the “manager” that was clerking that $30 will be deducted from our deposit for asking for extra pillows and blankets. After an argument and we just agreed to it and even extended our stay to a second day. For the second day we get moved to the third floor in which the windows were closed in the halls but it was still humid. In the restroom the vent didn’t work and the restroom was terribly hot with even mold in the ceiling. We then ask for more pillows and ask if we will get charged and this time they did tell us $50 will be deducted to which we said “never mind” but the guy was courteous enough to still let us use them for “free”. In the morning, the same “manager” notifies me that $15 will be deducted because “an extra person came out the room” when he saw all of us before we even extended the stay so he knew how many people we were. I just agreed to it and we told him we’ll never stay here again to which he replies “okay, that’s fine don’t come”. We also let him know we will call and complain to a manager to which he says “I am the manager and there is nobody above me. Overall just save your money and don’t come here! They don’t ever mention the $100 deposit, extra charge for pillows or blankets and are rude to you. There is also a bunch of drug addicts roaming...

We checked in around 4:00pm. Initially, we were assigned the room 310. But our keys didn't work and the room couldn't be unlocked. The front desk person reprogrammed the keys twice, but still didn't work. He came upstairs, but couldn't help.||2. Then we were assigned the room 210. Here again, the keys had to be programmed twice to get the door unlocked. But more setbacks were yet to come.||3. The entire second floor hallway was very hot. We found out that the hallway a/c machines were not working, and hence the hallway windows were kept open which made the entire place very hot (while the outside temperature was hovering around 90+ degrees.||4. The room (#210) was extremely hot. We had to run the a/c machine in full force holding the thermostat level at 60 degrees, but even after 2 hours it didn't make any difference. We informed the front-desk person, he came over and pleaded helplessness. He said that he would inform the manager / owner about this matter.||5. When we went out for dinner around 7:00pm while the room was still very hot. However, upon our return around 10:00pm we found that the room was a bit cooler, and it remained like that for the rest of our stay.||6. The most annoying thing was - every time we went out and came back, we had to get the keys reprogrammed to make them work. ||7. The entire place was a bit depressing, with dark wall hangings and dark colored carpet. The bathroom didn't have any exhaust, - obviously a sign of a very old structure. ||8. Last but not least, we don't think we got our money's worth, and would NOT recommend this...