Holiday Inn Express San Antonio-Airport by IHG — Hotel in San Antonio

Highly Disappointed First Stay at Holiday Inn Express San Antonio-Airport Our recent first visit to the Holiday Inn Express San Antonio-Airport by IHG was incredibly disappointing and far below any reasonable standard for a hotel stay, especially given our frequent travels to San Antonio. Upon arrival, we were immediately met with an out-of-order elevator. This meant we had to haul all of our heavy luggage, with our small children attempting to help, up to the 7th floor. This was an exhausting and frustrating start to our trip. After finally getting to our room and unpacking, our dissatisfaction truly began when we entered the restroom. The toilet paper was on the floor, and the tub had a revolting brown layer of old dirt that looked like it hadn't been cleaned in weeks or months. The corners also had noticeable dust buildup. While I understand staff have limited time for cleaning, the condition of this restroom was absolutely unacceptable. We headed down to the front desk to bring this to the attention of the lady working. She was apologetic and offered to switch our rooms, which we accepted, stating we'd move once we returned from our errands. Later that evening, upon returning and getting our new room key, we began moving our belongings. To our dismay, the tub in the second room was in the exact same deplorable state as the first. It wasn't just stained; it was visibly dirty with clear watermarks, indicating a severe lack of proper cleaning. No one in their right mind would want to shower in a restroom like that. By this point, it was nearly 11 PM. We were left with no choice but to settle back into our original room, as most of our belongings were already there. Finding a new hotel reservation at that late hour would have been incredibly difficult and expensive, leaving us feeling completely defeated. We frequently travel from Houston to San Antonio and have stayed in almost every type of hotel here, from high-end to mid-range. We have never experienced such a shocking lack of cleanliness and basic maintenance. This visit has left us with a very poor impression, and we certainly won't...

Never had such a bad experience at a hotel. Jose from the front desk was so rude. Two nights in a row, unfortunately I had to deal with him. Both times disrespectful and rude. 1st night I left my room key in my phone case and went to the front desk for a new one and he refused to let me in. He shook his head side to side because he had to get up and buzz the door that was a few feet away. Body language spoke for itself. I asked for a new one and I understand an id is required, but he said sorry can’t do anything. I told him let me call my wife to bring down the card and she can let me up? His exact reply was “well yeah”. I dismissed it thinking he may have had a bad day. 2nd night 9/2/24 I entered the entry code gate and my code didn’t work. I buzzed twice and he finally answered. Again rudely saying name and room number. I already knew who it was, Jose. Even my wife said without knowing “wow he was rude.” I then parked in the parking garage, dropped my wife and kid off at the second floor and our cards did not work. I walked all the way to the front desk and same thing happens from yesterday. After shaking his head out of frustration for having to get up. I asked if there is a problem. Yes, he said don’t forget your key card. I told him I’m not staying here for free and he should have respect for his customers. He got confrontational and I told him my cards don’t work anywhere in the hotel (Holiday Inn Express in San Antonio) and I need to get the family in the room. I reminded him of how he treated me yesterday and he just ignored me and said “Well I have other guests too.” I was then that I told him I will be writing a review and that’s when all of a sudden he shyed away from being rude and just stood quiet. I hope cameras can be reviewed for its authenticity, but he made my stay such a bad experience. The other staff I dealt with was amazing and the breakfast and hotel was great. It was just him that made the stay uncomfortable. I don’t even feel like asking for new towels because I don’t want to deal with...

This was the best hotel customer service experience I have had in years. Everyone, from the manager to the front-desk staff, was extremely cheerful and helpful.

We arrived around 9:30 a.m. from an early morning flight and had requested an early check-in thanks to my Platinum status. As could be expected at that hour, the cleaning crew was hard at work, and a clean room was not available yet. Since breakfast was still being served, the desk clerk suggested we enjoy a snack and beverages while we waited. Great idea. As we were relaxing, Victoria, the manager, was making the rounds in the lobby and chatting with guests. We had a wonderful talk with her about local sites and restaurants to visit. At the end of the conversation, she double-checked with the front desk about the status of our room. Five minutes later, we were checking in and onto our room for a nap before spending the afternoon touring the Alamo.

Everyone at the hotel was friendly, courteous and full of great advice. There is a great vibe about the staff. Management has clearly been selective about hiring the best of the best.

As for the hotel itself, the public areas are well-appointed for this class of hotel. The rooms are just starting to show their age, especially in the bathrooms. A room refresh will probably happen in the near future. Still, the room was clean and comfortable.

Despite it being an airport hotel, its location is convenient—just a 15-minute drive to downtown San Antonio. We slept well and did not hear any highway or airport noise in our room. As noted in other reviews, the hotel has a free shuttle that goes to the airport and in a one-mile radius around the hotel. This was also a great amenity.

I would absolutely...