Holiday Inn & Suites San Antonio Northwest by IHG — Hotel in San Antonio

Civil & Disable (ADA) Right Violation

(Short Version: Not able to take shower, Had to buy space heater for room, Employee incompetencies and Charged full price)

(((PLEASE READ IF YOU ARE DISABLED)))

This is a factual account of my experience at Holiday Inn on Feb. 2024. Being newly disabled due to domestic violence. I had to travel for critical medical appointments important to my health on that following Monday. After extensive research, I decided to book a reservation at the Holiday Inn for a week, nearest to all my appointments. After hearing horror stories of people's experience in general with hotel ADA accommodation. I decided to call the hotel directly instead of booking online. After having a detailed conversation with the Holiday Inn rep, they confirmed they had the room available (2 double bed suite room with roll-in shower with door to separate room from suite and kitchenette area) and transferred me to the reservations line to book the room. Sunday, I traveled over 1000 miles with my two elderly family members. At check-in, the room booked was incorrectly by reservation (being a tub and not a ADA roll-in shower), and per front desk rep Jose. There is no management on site and nothing can be done until Monday Afternoon. I can not take a shower in tub because I CAN'T WALK. Front desk rep Jose did not offer any type of accommodation. I requested for a supervisor to contact me first thing Monday morning. Monday afternoon, while out, I received a call from the front desk rep Maranda, who is not a SUP. Maranda is disabled (using a walker) and rudely stated I should have called the hotel back after booking my reservation, with the reservation line, to reconfirm it was done correctly. She offered to put us in a suite with a broken kitchenette and we could WASH OUR DISHES in the bathroom sink (WOWWWW). I demanded a manager, Per Maranda, They only have an "INTERIM GENERAL MANAGER" Michelle, who was in a meeting and would have to call me later. I requested a call from Michelle after her meeting. Due to needing to take a shower, we accepted the downgraded room and Michelle called the following day. Side note: The original suite was requested for privacy purposes. So, while in the downgraded suite, we put a SHEET TINT for privacy because they lacked ADA suite. Tuesday morning, tired and worn out from the room moving around and being disabled and my two elderly family members are having to move all of my medical equipment and luggage from room to room WITH NO HELP. Finally, on Tuesday afternoon Michelle (Interim General Manager), gave me a call back and offered to just put myself and family in two separate rooms. Mine, of course, would have the roll-in shower. I was pleased and appreciated her help. This would make our 3rd room move and luckily now the maid service offered to help them move our items. Wednesday morning the weather was 40 degrees. The heat did not work in either room. The maintenance man stated suggested leaving the heat at 80 degrees to see if the temperature would increase. Mind you, it has only been blowing cold air. The maintenance person stated Michelle was informed of the heat issue. After several hours of cold air blowing the temperature increased to 50 degrees and all the maintenance person could do was BRING US COVERS due to the broken heating. So, we went and bought expensive heaters for both rooms. The interim general manager Michelle, never originally called or followed up with us to see about the issue with heating. We spent the remainder of our stay having to use SPACE HEATERS in the hotel room. At check out, I requested that Michelle contact me. While leaving town, I received a call from Michelle. After going over all of our experiences and incompetencies on the side of her staff. Michelle offered to compensate me for my whole stay there due to all of the inconveniences and that there would be no charges (especially due to me having to buy the heaters).

NOW, TWO MONTHS LATER MY CARD WAS STILL CHARGED AND MY BANK DISPUTE HAVE...

Chose location due to it was 6 minutes from Fiesta Texas and wanted a close enough spot to drive to after a long day at amusement park. We live in Seguin but decided to treat kids to an overnight stay in SA. Booked rooms through Fetch Site and Selected Hotels.com as you would get pount incentives for purchase through site. Chose site due to location and I thought it included breakfast and site pictures of rooms presented well. Well.... breakfast not free. There is a charge. I would not recommend ordering the meals when booking your room. The hotel will not reimburse you or will not let you use ... for example purchased 1st room and I did not have meal option purchase. Later my grandson decided to come as well. I purchased his room but put it under his name so he could check in when got there. His did offer breakfast purchase option. This is when I found out about breakfast not free. I added 2 breakfast to the reservation. In am, my grandson and friends went to get breakfast at 1035am and were told there was no more. I called that morning and was told that for that say breakfast was going to be served until 11am so I had told them to go before they headed out. So needless to say, they didn't eat breakfast and I paid for 2. When I checked out, told them I had paid for 2 on the 2nd room but they didn't use. Since I had 4 at breakfast table asked to trf the 2 paid to cover 2 and I would pay additional 2. I was declined. Was not allowed to do that. Could not get reimbursed due to "third party purchase" . I paid QUITE a bit for these rooms to basically just sleep in them as we got there close to 8pm and then ck out at 11 and they could not help me with that. The check in process was easy. I called ahead that day to let them know we were going to be a late check in, the young lady so nice on the phone. Parked in front to ck immediately recognized young lady voice, she was so personable and helped my grandson check in, I got the young man, not too personable, kind of short with me, especially when asking where could I park. They have to remember we are travelers and not familiar with processes at different locations. But if you choose this hotel. Plenty of parking in the back and side of hotel. There were also cameras at locations. We used key to get in through a door by the pool. So no worries. My grandson left even later to go eat and had no issues with safety in the area. I purchased Queen Suite. It was my husband and 2 grand daughters. Perfect room. One queen bed for my husband and I, one Queen for one girl and sofa bed for other. Sofa bed a little noisy just fyi, every move at night you could hear. My granddaughter ordered Uber Eats and had food Delivered. No issue. There was a ice machine on floor. View outside window was nice, we could see Walmart/Sams etc outside. Temperature of the room, very comfortable and so were the beds. Enough pillows. 2 TV's. One in main room and one in Sofa room. Entrance to this location a little tricky so slow down when getting close. We used Google Maps to...

Located a block away from the interstate and property is located near a Wal Mart and Sam's Club. Because of the location, there is no road noise and its rather hush. Exterior up keep is neat and clean. Interior of hotel is modern and contemporary. Relative to other Holiday Inn properties, this one is rather small, 4 stories tall, about the size of a Holiday Inn Express.

Check in was simple and the desk clerk was friendly. I am a IHG club member and asked if my membership had been attached to my reservation. The clerk said no it wasn't and didn't offer to add it to my account to gain reward points. We knew check in was at 3pm but we wanted to pay for our room early before touring the city. We arrived around 1:45pm and were told our room was ready. Upon arriving to the room, door was clean open a few inches. We asked housekeeping who was down the hall to determine if our room was occupied or if it was in the process of being cleaned. The housekeeper went out of her way to check for us and notified the front desk. She came back and told us it was being cleaned and we were offered to relocated to another room. We didn't to burden the staff and we offered to return later instead. Once we returned from dinner after 5pm, our room was ready. However, you could tell housekeeping rushed in cleaning the room. House keeping cut corners in the restroom by leaving hair and crumbs. The bath room had more hair. I had to use Clorox traveling wipes to clean areas of the floor and bath tub that had hair and dirt. I used the whole traveling package as my fiancée is a medical professional and is particular about cleanliness.

Décor of the hotel and guest room are tastefully done and modern. Wifi is free which is a plus but could be slow at times. Internet speed is good enough to read the news, check email, and other small tasks that do not require a lot of bandwidth. Didn't try breakfast, nor use the pool and other facilities so I can't comment on those. It is not a huge property, its rather the same size as your common Holiday Inn Express properties. The professionalism of some of the staff is excellent. The front desk employee that checked us in was good overall. The evening clerk was very kind and sweet when we purchased ice cream and water from the lobby pantry. The lady working that night was overwhelmed while a gentlemen who was dressed up stood a few feet away from her looked like an employee or manager. He didn't offer to help the employee whose shift ended around 9 to 10pm when there was a long line on Thursday Night March 12th. I really felt for her when she apologized to me and thanked me for being patient with her. A lot of people who were in line were either checking in or were asking for extra items like bath towels. If that was a manager who watched on as his employee attended the front desk, that was very...