DoubleTree by Hilton Hotel San Antonio Downtown — Hotel in San Antonio

So TODAY is Monday at 12:46 AM October 28th. I am livid. So I open my email to look for my reservation for my 30th birthday. I call the front desk wanting to ask questions about my reservation. The girl answers the phone and I tell her my name and my reservation time and told her I had some questions and she asked me for my confirmation number. I told her. I told her I have reservation for tomorrow at 4pm. She puts everything in and tells me that they don’t have a reservation for that (meanwhile I’m staring at my reservation) I said y’all don’t have a reservation for Tuesday the 29th at 4 pm. She goes oh that’s not tomorrow. I said ma’am it’s Monday and literally tomorrow is Tuesday. She goes technically it’s not Monday. I said what it’s literally Monday at 12:34 in the morning. We are going back and forth at this point because she is continuously telling me I’m wrong and being super snappy and agitated with me. She goes I don’t have time for all the semantics what do you want? I’m like excuse me? I’m literally in shock because all I asked was my question and I gave her the info she needed. I’m in a great mood, well I was in a great mood. So I ask her if I could talk to the manager. She goes I am the manager. I said they hired you? They hired you to be a manager. The lady was cutting me off while I was tryna talk and telling me what I was saying is wrong. Lol I was very confused as to why she thought her attitude was excusable at all. I work in hospitality, so for her to boldly speak like this is offsetting because it makes me think the rest of the staff doesn’t care either. That’s very scary to lay your head with a staff full of people who don’t care how they come off to others. I asked her what the corporate number was she goes I can transfer you to corporate. I said please do. She was literally going back and forth with me. So the corporate people tried to transfer me to guest services but they’re closed. 6am-midnight, when I looked at the clock it was 12:34. The phone hung me up when the automated machine said they were closed. So I called back and she answered. I said is this the rude manager and she goes I’m the only one here. I said well that’s unfortunate for me, and then she says yes it’s unfortunate for me too. I was in disbelief at her response. I laughed and said do you want to get fired? I’m trying to figure out why she thinks it’s okay to be blatantly rude to me after I did nothing to her but tell her my reservation. She was literally the one being hostile and dismissive. After I said do you want to get fired She aggressively hung up the phone in my face. I tried calling back twice and she ignored both of the calls.

The lady was literally so rude to me and combative from the beginning and taking her anger out on me. I am Not the reason why you’re by yourself at work. And then to straight up tell the customer that they’re wrong when lol she was indeed the one that’s wrong is insane. Like how in the world did they see you fit to be a manager with that subpar customer service.

And I didn’t even get my question answered. And to think this is the type of service I’m paying for. She probably deleted my reservation. I’m going to be absolutely devastated if this lady maliciously deleted my reservation. I’ve been having a rough week and I’m so looking forward to getting away but now I’m terrified to stay here with that...

My family and I went on vacation to San Antonio last week. We knew we would be getting in super late, but wanted to have somewhere to sleep for a few hours since we had spent 9 hours in the car overnight and our Airbnb wouldn't be ready til that afternoon. We booked 4 rooms to accommodate our party of 16. Since the reservation was made after midnight and we didn't plan to arrive til a few hours before check-out time, I booked it over the phone with Hilton customer service to make sure it was booked correctly. The reservation was booked for the night of Tuesday, July 22nd. And our intentions were to check in at 6am (the morning after 7/22) when we made it into San Antonio and still check out at regular check out time. When we got to the hotel, the front desk attendant claimed he could not find our reservations, so we explained what our plan was and then he stated that the only way he could help was if I called customer service back to cancel the reservations and then he could duplicate new reservations at the front desk. I obliged. Customer service was able to cancel the reservations and notate that I should not be charged for the cancellations. However, immediately after I ended the call with customer service, the front desk attendants tone changed. He then stated he COULD NOT recreate the same reservations, but could book rooms for the upcoming night and then add $75 per room to the cost in order for us to check in early. This man was FULLY aware that we already had an Airbnb booked for the upcoming night and that we only needed the rooms for a few hours to sleep and stretch til our Airbnb was ready to go to. He was FULLY aware that we didn't need a room for over night. He was FULLY aware that we intended to use the rooms for only a few hours. Our reservation total was already over $500. And following his idea would have raised the rate even further, in addition to the early check in fees he wanted to charge us. After we realized he SCREWED MY FAMILY OF 16 PEOPLE out of being able to lay down for a few hours, he became uninterested in helping or resolving the issue HE created. He started ignoring me and my partner while we were trying to talk it out with him and made it very VERY clear that he didn't care even a little bit about the MAJOR inconvenience he created for us. I feel that the way he treated me and my family warrants some sort of apology and compensation. You should NOT have people working customer service positions if they dont know how to function in a customer service style. That man should NOT be working the front desk at a MAJOR hotel chain if his personality is incapable of addressing or resolving customer service issues. My family and I should have NEVER had to go through what he put us through. I prefer Double Tree hotels and I prefer other Hilton chain hotels over other big names when Double Tree isn't available, but the bad taste this experience left in my mouth makes it EXTREMELY likely that I will choose Marriott or Hyatt over Hilton in the future. ESPECIALLY next time I travel to San Antonio (which will be...

I’ve stayed with this property quite a few times before, and I’m sad to say it’s loosing it’s luster for me. I left early last time displeased with the place, and I did the same on this latest trip, as well. ||Virtually every innkeeper within a 3 miles of the river calls themselves “on the River Walk.” Let me assure you this property is not on the River Walk, and not within comfortable walking distance. It better serves the government offices, and the nearby college than the River Walk. I picked it based on price, free parking, and room quality and two of those calling cards have slipped away.||If I’m going to be forced to pay for parking, as I am today, I’m better off picking a property with similar pricing and park in one of San Antonio’s many convenient municipal garages. In years past the parking here was no-charge, but they have changed that.||I’m very sure the amount I was charged was considerably more than what I reserved. I don’t have the proving documents, thus I got stuck with paying for this, but with a commitment to look around and find better next time.||The staff was most courteous, and they do have a diner on-site, with a bar. None of the rooms have much of a view as they are too far from anything significant, and they are on the wrong side of the Interstate..||They threatened to charge me an early arrival fee for showing up 2 hours early, but they didn’t. Those fees I consider to be gouging the customer, when it’s obvious they didn’t sell out the night before, and they have left over clean rooms doing nothing.||It has a beautiful water feature, and a pool surrounded by an atrium. The lobby is full of glass, and lots of inviting bright light. They also have a well-stocked pantry for late-night snacking needs, but it didn’t have any beer.||I’m irritated with the fees, fees, fees, as the room rate is plenty enough for this class of service, and it’s obvious they are looking to nickel and dime the customer into bankruptcy. Increasing the rate once booked is bad business, indeed. And, they didn’t offer me one of their signature cookies upon checking in.||Who knows if I’ll be back, but I left there with a sour taste in my mouth for the place. There is SO MUCH competition in the immediate vicinity, it would pay anyone to look around and check all the details before agreeing to stay here. The room and property quality is good enough, but the methods and procedures are certainly less...