Holiday Inn Express & Suites San Antonio Medical-Six Flags by IHG — Hotel in San Antonio

Dirty, horrible management, no apology or accountably, and worst hotel I ever stayed.

I wanted a place near six flags since we were driving to San Antonio, we stayed the whole day at six flags, ate and checked in around 10:30 pm I believe.

I booked two rooms one for me and my cousin, and asked for a crib in our room at time of checking in, person said he will send it. We were so tired we just fell asleep and didn't even follow up on crib, they never sent. We did not turn on all the lights and inspect the room we just wanted to hop in bed. On the bed we saw two pieces of hair, we were so tired we did not have energy to complain and removed it and fell asleep. Again we had driven and been out all day, and just wanted to sleep.

It's only in the morning when the room was lighted up with natural light we saw hair everywhere. We were grossed out and to us it looked like pet hair we thought it was dog hair. Again we don't have a pet so cannot tell the difference.

I asked my cousin in the other room and his room was fine (one of two rooms was like this not both), so I wanted to give benefit of doubt that maybe it's just one employee that is not cleaning and at least let management know. I asked a manager to come to my room, 30 minutes later no one arrived, when my wife went to get a towel, they told her a cleaning manager will come, 15 minutes later (45 minutes since I called and asked) I called and said I am going to check out and I want a manager to come. They sent cleaning manager supposedly, who was extremely rude and saying as if we planted the hair, it could be from our girls.

Instead of apologizing for all the hair, pis stain in the bathroom, she said why didn't you tell us at night? She said the hair on the floor could have been from your daughter, mind you my daughter's have black hair the hair in the photo is white. Cleaning manager did not show any empathy. She didn't even walk around the room to inspect or see my issues. She literally tried to deflect and blame us for the bathroom pis stain could have been there from last night (9 hrs earlier).

While checking out I asked to speak to a manager a third time and they said she is in a zoom meeting which I doubt. At time of checkout the person in the front was like you should of told us at night again blaming us, and also she told me you said it was dog hair and it's not dog hair and we can't do anything. She literally was not taking any responsibility and blaming me of why I said dog hair when it was not dog hair. I am not a pet owner does it really matter what pet it was?

You can tell this place could care less about customer service and absolutely the worst hotel I stayed ever. Again, I never asked for a refund, even when I left I never asked for refund.

Running a hotel is hard and there can be issues, sometimes things get missed, and people dont not do what they are supposed to, all they had to do was have a manager come by, acknowledge the issue and try to address it. Absolutely the worst hotel management. Even when you complain, everyone from front desk, to cleaning manager to management they were all not responsive, unempathic, and blame you. Overall surprised to have such poor service from holiday inn and will not be visiting again. Be careful complaining they will not respond...

I don't know if there are any more hotel makeover shows but this place should be on the list. The exterior of the hotel is fine enough. We checked in at around 11 PM and there was only one person manning the front desk so naturally I got stuck behind someone else who took forever to check in. But the bad signs started when going into our room. The hotel is in desperate need of simple repairs from wear and tear and the walls show it. After we made it on the third floor to get to our room, the walls looked beat up as if every guest who has stayed there has thrown their luggage all over it. The door to our room was in discouraging condition so we had little hope for the room. However, at first we were pleasantly surprised once inside. At first glance the room looked like it had been recently updated but after blinking a few times walking in you could see the disrepair and lack of maintenance is an issue for the rooms as well:

1. The modern string of LEDs above one of the beds (we had a two bed room) that looked nice over one bed was completely out above the other.

2. The sockets between the beds were so worn out that when we tried to plug in our phones, the plugs would just fall out immediately. We had to plug our phones on other walls away from our beds.

3. The worst part for me was the restroom/shower. It had terrible, non-existent ventilation with a non-functional exhaust fan. That meant unless you took an ice cold shower the whole restroom was wet with condensation when you were done as if someone sprayed it all from floor to ceiling with a water bottle. That makes it less fun for the next person. To add to that, the tub would fill up with water while taking a shower because of the plug of disgusting hair and soap scum from countless guests in the drain that was so old it looked almost gray. The obvious sign of terrible house keeping was literally the beginnings of black colored mold on the ceiling of the restroom, above the shower and just outside of it, which was annoyingly low to begin with so there was no missing it. I literally could reach it and wipe some of it off with my finger which was gross. And generally, the shower and restroom looked rough. The caulking around the tube looked ancient and was basically coming off. Everything just looked beat up and worn down.

4. And with honorable mention, the absolutely disgusting sofa chair next to one of the beds that made you question the cleanliness of everything else you touched and slept on (see picture). The fact that anyone in this hotel could see the condition of this thing, which clearly has the shape and outlines of mystery stains like a nasty historical record of everything done on it. The picture doesn't do it justice and why this thing is still in the room in that condition is beyond me.

Simply put, this place was nice once but has seriously declined. Everything was damaged. Housekeeping basics aren't followed, along with some common sense...like getting rid of the mystery stain chair, removing the hair plug from the tub, fixing the vent, and wiping off a black mold. Thankfully we only needed the room for one night but this definitely was not a...

I chose this hotel as I was on a business trip. I was not pleased the first night but I spoke to Paul and he was wonderful in making sure I was moved to a room I was satisfied with. I can't say enough nice things about Paul. HE WAS NOT THE PROBLEM. The problem was with Letty in housekeeping and Lisa the manager. I left a mirror in the first room and asked the if I could go get it since no one had cleaned the room yet. I was told "yes." When I got there, the room had just been cleaned because the floor was wet and the cart with the cleaning supplies was next to the door. My mirror was not there -- no big deal. However Letty in housekeeping decides to tell me she didn't know who cleaned the room as she had just returned from lunch yet the cart was right there, she was there, and the floor was still wet. Again, it's just a mirror, so no big deal. This quickly escalated though because I did tell her, "How do you not know who was in there if you're in front of the room?" I also said "I will note I was dissatisfied because I was told by her she didn't know who was in there when it was clear who was." At that point she got angry and started arguing with me. It then got louder and she started screaming at me. She followed me to the elevator and said I pushed her and she was going to call the cops. She even yelled out the elevator to Lisa "call the cops." I told her "What are you talking about?" There were other people around so had I touched her, I'm sure someone would have jumped in or said something. I was standing on the other side of the elevator and I told her "Call the cops because I have not touched you nor would I as I'm a professional and I know better." Letty wanted to stir the pot, if you will, because she knew she was in the wrong so now she wanted to make false accusations. She continued to yell at me as I tried to go down the elevator and decided to follow me. Lisa the manager witnessed a good portion of it as I looked her way and I saw her staring at us through one side of the elevator that is all glass. You can see from her view what was going on and I was not even by Letty. As we went to the front desk Letty is still going off and of course I asked Lisa for her name only. At the time I did not know Letty's name. I simply wanted her name so I could report this and Lisa would not give me her name nor would she stop Letty from going off at a customer. Finally, Letty very sarcastically said this is my name, she turned her badge so I could see it, and said "I don't care call. Here is my name." Once I got her name I said 'That's all I needed," and I left. It's a shame Lisa seemed afraid of Letty as Letty kept saying, "I'll quit right now, Lisa." Instead of handling the situation, Lisa could careless and stayed looking at the computer. If you're looking for a hotel that cares if their customers are treated properly, this is not it. If you want a dirty room and your items not returned if you leave them, this is the place to go. Do better Holiday Inn. This is not how you treat a rewards member or any customer for...