Comfort Suites Medical Center near Six Flags — Hotel in San Antonio

I booked this hotel through Booking.com, which I have been using for years without problem. I booked a room at the Comfort Suites Medical Center near Six Flags solely on the basis the basis that it had an indoor pool and hot tub. The pool and hot tub are advertised as working on the hotel’s website, Booking.com and Google Maps which are all very easy to update. I checked into the hotel and right as I’m swiping my card for the room fee, my boyfriend asked if the pool was currently open because we wanted to use the hot tub as soon as possible and the woman at the desk says, “Oh the pool and spa haven’t worked for 2 years” and that was very surprising to me. At this point my card had gone through and when I booked the room I was told that I would only be able to get a refund if I cancelled within two days of my check in date so I didn’t try to argue for a refund. I asked her if she knew that it was being advertised that the pool and spa were working and she didn’t give a straight answer so I waved it off and went up to the room. We literally only sat in the room for a few minutes before we decided it was false advertising and didn’t want to stay in a hotel that was selling amenities that haven’t worked in years. We called down to the woman who checked us in and explained how we felt about the situation, and with an attitude, she said “If you would have told me, I would have just given you a refund myself” and I was extremely confused; she proceeded to tell us that at this point, nor she or the hotel could do anything. We hung up with her and called booking.com whose customer service supervisor agreed that I should get a full refund for the fact for false advertisement and they apologized that their website reflected the wrong information and that it is up to the property owner to ensure that update happens - it’s just good business practice, especially after 2 years. The booking.com supervisor sent a request for a refund on my behalf to the property manager and mentioned that they’ve never had a property refuse refunds for false advertising and that the process should go smoothly. After a bit, we got word that the property manager denied the refund, so of course Im very confused and upset. I go downstairs to ask to speak to the property manager and I’m told that the was off work that day. I proceed to call Booking.com back and they felt the situation was strange and unprofessional, so they issued a complaint on my behalf for denying the refund. At this point the property manager calls my cell phone with a private number rudely asking me why me and my boyfriend are giving her “FRIENDS” (employees) a hard time. My boyfriend peacefully told her the situation and felt we deserved our money back so we can go stay at a hotel that actually has the amenities that they are advertising. Her tone obviously changed and she goy very defensive asking if we can show her where it advertises the pool and spa, and we said absolutely, in THREE different places actually. For about 10 minutes she came up with bs reasons as to why she denied the refund, never once answering straight forward about her property’s false advertising. She seemed to get bored with the conversation and said: ‘well now I’m just going to give you nothing’ even though she didn’t even mention even giving us the refund. After my boyfriend reiterated that this is bad business practice and that booking.com was filing a complaint about them…and THEN she was quick to offer us only one day back on my card, which we just accepted; we were tired of explaining to her and her employees what was right and wrong. We got a receipt for half our room fees refunded and quickly rebooked a nicer hotel to start our mini vacation. I do not appreciate the attitude and tone of the property manager, or her so called employees who, word for word told me they could care less about the customers who come through the door and their satisfaction. That’s the thing that bothered me the most because I am in the customer service industry and I absolutely love what I do. I don't...

I'm from San Antonio but live in Dallas now. This was my third time staying here. The first two times were good, but this time will force me to stay elsewhere when I come back to visit.

They quoted me a price of $84 per night for 2 nights, which I agreed to, however they put a hold on my card for over $225. I thought it was due to incidentals. I asked if the price would be the same if I wanted to stay an extra night, because I also had to work on the weekend but would be tired after driving home for 4 hours, and I was told yes and to just come to the front office and ask for an extra night.

After the second night I decided to add an extra night to the stay. As I was leaving my room to talk to the front desk, I noticed they'd slid a receipt under my door, which showed that they charged $109 for my second night. I confronted the women at the front desk about this, and they spoke with the woman who checked me in. She claimed to have never told me that both nights were $84, or that a third night would be the same price. The manager came back and basically called me a liar (even though my 11 year old heard the same exact words) but promised to honor the $84 price I had been quoted for the second night. The third night would remain priced $109.

After I went upstairs I checked my bank account. They charged me twice for the third night.... I confronted them yet again and they said it was an "accident" and that it would fall off. It's been several days and it's still there. To top it all off, I checked online after paying for the third night and multiple other king sized rooms were available, each for only $80 per night.

As for the room, the sheets are blood-stained, I found blood spray on the wall, the mattress is stained, the sheets smell like 2 decades of body odor that's not coming out, the refrigerator doesn't work, and they gave us used complimentary soap/shampoo/conditioner/etc. Never again. I stayed in 312. You unscrupulous bottom-feeders almost ruined our visit. Also, responding to every single review is desperate...

MULTIPLE ROACHES IN OUR ROOM * In the evening we checked in, There was a dead roach on the floor (in hallway to bathroom) that I whisked over to the other side with my shoe, so we would not step on it in the middle of the night (bare footed headed to the bathroom). While we were getting ready for bed, we had a roach crawling around next to the bathroom counter with the two of us in there. My wife sprayed it with hairspray, but it had already crawled behind the bathroom counter where it met the wall near the door. At 5:19 AM, I was awoken violently by something hitting my back while I was asleep in bed. I bolted up and there was this monster roach on our bed with my wife and I. Since I know she would have screamed violently and woke all of the neighbors, I brushed it off on the ground, then I partially splatted it with my shoe. Since I was thoroughly awake now. I decided to get some clothes on to take it to the office (no other guests in sight)(around 5:40ish). That is where __ was in the kitchen/morning prep area getting ready for breakfast. We handled the partially alive MONSTER ROACH WHICH SHE DISPATCHED. She told me the manager would get with me before we checked out. I started down the hallway and remembered our room had NO SOAP AT ALL and had to turn around and go back to ask __ for some soap. After getting back to our room, I proceeded to spend the next 30 minutes in the shower trying to get the roach off of my back and hand with soap I picked up. With the roach being on my side of the bed and being wide awake, I couldn't go back to sleep (I'm not laying down there). After 2+ hours of sitting there on the other bed (needing the sleep) my wife and kid woke up and we checked out. The manager still hasn't called me. I haven't heard anything from the regional manager or corporate either. LOUSY CUSTOMER SERVICE MULTIPLE...