Holiday Inn Express & Suites San Antonio-Dtwn Market Area by IHG — Hotel in San Antonio

This has to be the worst hotel experience that I've had for business in years. The staff were completely unempathetic to the needs and well being of their customers.

I had to change rooms twice. The first room, the lamp, tv, as well as the bathroom light switch were all broken or damaged. The AC barely put out any cold air. The second room, again the light switch was broken. The third room there was a gap between the door frame and the door. The rooms are so humid that my clothes stayed damp.

Most of my co-workers that stayed there also changed rooms at least once. One co-worker walked into a room that had STANDING WATER in the floor!

I was getting ready for work and someone knocked on my door. They never announced who they were, but knocked a second time, then proceeded to enter my room uninvited. I feel it is especially important to point out that I keep the Do Not Disturb sign on my door at all times. I went to the front desk to make them aware. There were 4 people all there, all who worked for the hotel. Two front desk people, one male and one female. The other two were maintenance personnel. I spoke with the female front desk worker. I explained what had happened. She went around back for just a moment, then came back and said that they were going to ASSUME that it was housekeeping. One of the maintenance personnel said that housekeeping wasn't going yet, to which the female stated that they were going to assume that it was housekeeping and that they just didn't see the Do Not Disturb sign. No apology, no sense of empathy or remorse, nothing. They acted as if it was no big deal. I walked away thoroughly disgusted.

I then gathered my belongings to head to work when my co-worker called me and told me that his truck had been broken in to overnight. Again the staff there did not care, their response was "Oh, yours was the white truck? Yeah we knew about it." They know that vehicles get broken in to constantly, and they do nothing to prevent it.

When I checked out, the gentlemen that I spoke with could care less about the situation that we were all experiencing. I asked for the hotel manager to call me, as there were a lot of concerns, and quite frankly, we should have been refunded. He never called, not that I really expected them to. The level of unprofessionalism and the complete lack of concern for guests is appalling. They should not be allowed to be a Holiday Inn.

I, and my whole team, checked out mid trip and...

My grown daughters and my two grandchildren were in town to go to Sea World and were here for 2 days. Being a Platinum Elite member, I booked our stay through the Rewards Club reservations a couple of days before our stay. Once we checked in we were informed that they were in the process of shampooing all of the carpets in the hotel and they would leave a note in the room informing us it once they had completed our room. This information should have been provided to me at the time I booked the room. This would mean we would not be able to come and go as we pleased and would have to schedule our plans around the shampooing, return to wet carpet etc. This was not going to be acceptable at all. I told the lady checking us in that we would probably just go stay elsewhere. She then checked with the maintenance dept and they said that our particular room had been done the previous day so there would not be any interruption in our stay so we decided to stay here. For the most part, the room was clean and acceptable, however, the shower had SIGNIFICANT mold in the grout and around the metal fixtures. This is basic neglect on the part of housekeeping, maintenance and management. I am a flight attendant and spend more time in hotels than I do at my own home, so I am not just a picky traveler.There is no way that the housekeeping could have missed it!!! I should have insisted on a different room, but the grandkids were ready to get on with our vacation, and we decided to just deal with it rather than waste any more of our short vacation having to move rooms, and possibly hotels. Once I check into a room I do not want anyone going in there, especially while I am not there. At first I was a little concerned that we were not in a very safe part of town, but it was OK after all. The location was very good. Close to Market and Riverwalk areas and easy access to the highway so our drive to SeaWorld was no big deal. Breakfast was the normal complimentary food that most hotels provide. Hot and cold choices. Nice big pool and hot tub. Only 1 elevator and it was kind of slow, so we usually opted to take the stairs. It was nice to have two beds and the sofa bed, plus fridge...

The first impression is very important. You want to feel that you are welcomed to stay at their hotel. However, on this occasion, it started on the wrong foot. First, there was no one at the front desk. After a long trip, you want to sign in and rest. Well, I had to wait until the front desk person decided to come out. Also, this person must have been having a bad day!! She had attitude towards me as I was signing it. Not good! Next, I wanted a hotel that could accommodate my elderly parent and the rest of the family. In that sense, the room did have handicap tub accessories. However, there was a large table near the front door; therefore, entrance for a handicap/wheelchair was troublesome. Next, the hotel is located in a corner on the outskirts of downtown (It did not feel safe to me). Also, a restaurant/bar is located next to the hotel. You guessed it, loud music was played until after midnight on Friday and later on Saturday night/Sunday morning. Not cool!! When you go to a hotel, you want peace and quiet, not to be an unwilling participant at a "party." In addition, there appeared to a group of pre-teen/teenagers (some type of competition group). However, the parents apparently have not taught this young people to respect others. Some of those kids were staying on the safe floor (I'm assuming with their parents/chaperones) but they were allowed to get loud, yell at each other, and run down the halls. Long story short, I will not be staying at this specific hotel the next time that I travel to San Antonio. I've stayed at other IHG hotels and have been treated with courtesy and respect on those occasions. Oh, before I forget, the room was "NASTY" in reference to cleanliness. There was "stuff" on the toilet seat and my child was grossed out by multiple hairs on a "clean" towel. I've never encountered such nastiness at any other hotel. If you decide to stay there, please look at the towels before you use them and make sure toilet is clean. No, I did not mention these things to the hotel manager because I did not want any confrontation in front of my family. Next time and next hotel, I'm not...