Drury Plaza Hotel San Antonio North Stone Oak — Hotel in San Antonio

For context, we are staying at the Drury inn across the street from Drury Plaza. I have been a member for 3 years and have spent at least 30 nights at the bare minimum in one location, but certainly more In others and loved it. We have always been allowed to park in the Plaza parking garage due to multiple previous car break in issues. This one single thing alone of allowing us to use the parking garage as a Drury member cemented our loyalty to staying at Drury hotels everywhere as it showed a complete care for their members, regardless of which location they were at. That is true customer care. That has potentially changed as of tonight. After driving 5+ hours in almost 20 degree weather with icy road conditions, we were ready to receive the usual welcome from both Drury locations, but Crystal / Christal at the Plaza gave us the most unwelcome feeling as a Drury member to this date. Upon attmempting to get in the guest parking garage, we were originally refused access and then told to go to another gate which turned out to be the employee parking garage. After we explained that we were guests staying at the Drury across from them, they seemed unwilling but finally allowed us in. This was odd we thought, but oh well. Then as we were ready to come down with our luggage and go across the street to the Drury we were staying at, we were refused entry through the parking garage doors on our level. We were told to walk down the multiple garage levels and leave through the same vehicle entrance / exit that we came in originally. Yes, as pedestrians, on foot, through the VEHICLE entrance. We were shocked to hear this. We explained that we have stayed in the hotel across from them many times, parked in basically the same spot more than 30 times, have been buzzed in and used those same elevators less than 5 feet from us without any issues many times, but we were still refused entry. We were told that we needed a key for their hotel otherwise they did not have a way to let us in. NEVER did I expect to be lied to so blatantly EVEN AFTER we explained how often we frequented business with their neighboring Drury inn. Regardless of which one we are staying at, these are both Drury hotels and this has never been an issue. We expected a lot more from a representative of a company we frequently do business with. It seems at least with THIS representative at the Drury Plaza, its okay to make two people walk down multiple parking garage levels in less than 25 degree weather with all their luggage and ice forming on the pavement. This lack of care is not only disappointing but also concerning. Would they have said the same to one of their guests if their keycard wasn’t working? Maybe this one representative would. All of that being said, we write this not as a reflection of the hotel as a whole but as a stern notice of the type of “care” this employee is giving regular Drury Members in case...

We had a great stay at this location while we visited Six Flags and SeaWorld. After a quick check-in, we got into our generously sized room that really felt like a suite. It was clean and had everything that we could need. The pool and hot tub were really nice, as was Kickback and breakfast. This location felt very pre-pandemic for the most part and felt like a real needed escape. While there are nicer hotels that you can stay at in San Antonio with newer amenities, which is common for almost all Drury hotels, this hotel wins with its incredible value. If I had to highlight negative things, these would be it: small and limited trash cans in the room (especially an issue with limited housekeeping, which the hotel will accommodate if requested), also, we felt the pool was consistently busy, more than normal, at this location. Kickback has its hits and misses, but since it's unique for a hotel to offer a service like this, which is very generous, I refuse to be overly critical. The original concept of Kickback wasn't meant to replace dinner, and to be honest, it's not comparable to restaurant food, which San Antonio has plenty to choose from. Of course, the free drinks are amazing. The food is just OK, but still a nice perk for something offered at no extra cost. Likewise, breakfast was amazing one day and just OK (hard biscuits) the next. So, mileage may vary depending how picky you want to be. Honestly though, it's all at the better end for the hotel industry; considering it's complimentary. Free parking in a garage that's easy to navigate and free wifi are a plus. I also liked small things like a piano in the lobby. It makes the hotel feel special. The staff was exceptional at this location, friendly and attentive. It's unlikely that I will return to this specific location, as our reasons for visiting were tied to circumstance, but I wouldn't hesitate returning if it proved to be a solid option once again. As a Drury, it rivals the best...

Let me start by saying the VALUE of a Drury stay is absolutely amazing. The 5:30 kickback alone is a great amenity. The service we received both nights (1/7-8/24) at the kickback was refreshing. The attendant had a warm & friendly personality and truly went above and beyond keeping the area clean (and making tasty drinks 😊).

Check-in was a breeze. I'd explained to the young man that I'd made two separate reservations through a 3rd party but would love to just stay in the room for our second night if at all possible to avoid having to move rooms. He explained the proper procedure for this and assured us there would be no issues. Until it was actually time to do so... the night auditor whom we encountered at approximately 6am the next morning just could not seem to grasp what I was trying so politely to explain to her. She told us we had to remove our things from the room since we wouldn't return from work by the 11am checkout (although we were staying another night). While remaining polite, her tone was slightly patronizing which was not sitting well with me. We complied. I called the property to get the issue resolved before we returned, since we'd booked through a 3rd party the reservation couldn't be cancelled or else at that point I would have opted not to return. Luckily the two people I spoke with this time around apologetically resolved the issue and Jamaika (thank you, Jamaika!) even upgraded our room!

The room was cleaned well, though it is apparent the room was dated. A musty-ish smell lingered. We'd also called for towels twice not receiving them until I caught housekeeping in the hallway the morning of checkout.

Drury still wins with their kickback and breakfast buffet for the price! I'll continue giving their...