Courtyard by Marriott San Antonio Medical Center — Hotel in San Antonio

Our experience at the courtyard Marriott on medical drive was not pleasant.i came down with my son taking my grandson who is 1 1/2 years old to radiation treatment.we ran into an issue wed and my son asked i f can check out early do the medical issue and a young man named Phillip sad no. We would be charged for the day . so My Son came back to the hospital and told me what happened so I called up there and I asked to speak to Philip so I spoke to Philip and I explained to him the situation that was going on and I told him that the policy says they can’t be waived under certain circumstances, but he choose not to when I got back to the hotel, I went down to speak to a manager. He told us there was no manager on duty. There was one Deanna was her name . I explained the situation to her and I had told her we had to pay cash for the room and held on a deposit. She said the check could be mailed to us if she had known, but we went ahead and stayed there night because we weren’t gonna get refunded back, which is really inconvenient. Do the situation that we were in i cancelled next week reservation and schedule somewhere else.I feel It was very rude if the man to make a decision without even consulting a manager .what about the families that are going through the same circumstances we are military family. We served our country. We had a situation that happened to us. My grandson has cancer , there for children can’t leave the hospital you would think as a Marriott supposed to be a good hotel would waive a fee refund the money for one day back to the family even though we’ve already spent over $100 in food there eating at Bristol they did make money off us and other families that came in there. How many other families had to suffer when they know they needed it? I’m a little confused on the hospitality. There was when I checked into the room. We already had a little issue because there was bugs in the shower and I made a video of the room , the room was not there, but it was OK cause it was the closest one for us to get to the hospital the fastest one for us to get to the hospital.. So I had a reservation for the next week for a whole week there I canceled that reservation to the hospitality. I was not very happy and it was very To know that there was no consideration on the situation that happened to us booked a room somewhere close to the hospital again because we’ll be coming up a lot. It’s just a fact one day, but I wonder how many other families had to go...

We checked in with no problems at the property, I initially asked for a 1st floor room - but my wife wanted to change to a 3rd floor room. The Front Desk person happily changed the room for us.

Unfortunately, that was one of the last good thing about the stay.

Upon entering the 3rd floor room - Rm 307, my son checked the sofa bed, and noticed a bug crawling on the mattress in full view. I took a look, photographed it - and it was a bed bug. To confirm, I crushed it with a tissue and took another picture - which I increased the size to confirm. I showed the image of the crawling bug, as well as chowing the now dead bug in a tissue to the clerk at the counter.

Needless to say, I was very upset to see this at a Marriott property. The Front Desk Clerk - Carlos, did immediately ask to correct the issue and asked if we wanted another room. I was a little stunned that I was asked IF I wanted another room - rather than being immediately OFFERED another room. Carlos did offer a Free Appetizer for the problems...Wow, only a Free appetizer for bugs in a room and this huge inconvenience.

Well, at this point, we are thinking that our stay was now going to be alright....until entering the replacement room (318). We checked the mattresses and sofa bed, and did not see any active bed bugs,

However, there were was what appeared to be two insect shells (looks like from bug's shedding, droppings, etc) on the sofa mattress.

Upon further room inspection - there was a fairly large bug int he corner of the room by the lamp (which was not plugged in as it had a severely bent plugin) and curtains.

I called the front desk and asked for Carlos again and expressed my now extreme dissatisfaction with this room and asked for it to be taken care of right away. He did send the worker up who was shown the pictures of the first room as well as the dead insect in the tissue. I also showed the worker the issues with the current room. The worker went and got the cleaning cart, and some spray - and properly cleaned and sanitized the room and sofa bed. The worker removed the other large bug, which turned out to be a large cricket.

Evidently, this room was not properly cleaned or sanitized prior to our arrival.

Needless to say, none of us slept on any mattresses - (we also had a roll away bed), but uncomfortably on top of the blankets and comforters.

What a huge inconvenience and big disappointment for a...

1 - The A/C unit in our suite bedroom malfunctioned throughout our entire 5 night stay.  The noise from the unit was so loud that it made sleep quite difficult/nearly impossible every night.  When I raised the issue with the front desk, I was told it would be fixed.   It was not.   I then raised the issue with the manager on duty.  Was told it would be fixed.  It was not.   I happened to run into the building engineer in the lobby and mentioned it to him, even suggested if he couldn't fix it that we could move to another room.  He told me that would not be necessary and it would be fixed.  It was not.   We had continual noise every night of the 5 nights of our stay.  We did not sleep a comfortable night the entire time we were at your hotel.

2-Water pressure in shower.   The water pressure in the shower was so low, we were not able to rinse soap off of our bodies, nor rinse shampoo from hair/scalp when showering.  Each time I showered, I had to finish rinsing off using the sink (!!!!) in the bathroom and various wet wash cloths, because I was unable to rinse off the soap and shampoo by using just the shower head.  After a few days, I developed a slight allergy to the soap residue on my scalp and back because I was unable to rinse off the soap completely because the water pressure was so low.   I raised the issue with the front desk, and was told it would be fixed.  It was not.   I then raised the issue with the manager on duty.  Was told it would be fixed.  It was not. 

3-Lack of Room Cleaning.  Our room was often not cleaned properly by housekeeping.   The bathroom counter was often left with stains from toothpaste and soap and it was evident that there was very little attention paid to actual cleaning. 

4-Water shut off on July 8.   Water was shut off in the hotel on July 8.   We received no notice of the shut off and nothing (not an email or a notice, or a comment from front desk?  sings?) with a date or specific time.  When I called the front desk, surprised there was no water to flush the toilet with - the receptionist then informed me that the water was to be shut off for various...