Homewood Suites by Hilton San Antonio-Riverwalk/Downtown — Hotel in San Antonio

I will start by saying that I have stayed at Homewood Suites hotels for over 20 years and have seldom had a bad experience. Which is why I frequently choose to stay there. In November my friend and I stayed at the Homewood Suites on the riverwalk. I had never stayed there but have stayed many times at the Northwest location. Unfortunately, there were several things that were unsatisfactory during the stay. The most disappointing part was the lack of response to my concerns. I called the manager 2 days after my stay. I left a message and didn't hear anything back. I called a week later and was told that he would call me back within 2 hours and never heard anything back. That was almost 1 month ago. Unfortunately, I have been very sick during this time so I am just now following up. My concerns are: 1. AC in room did not work. After midnight called front desk for help. Sent someone up. Very nice gentleman said that AC could not be fixed at the time and suggested getting another room. Called to get another room. Front desk representative stated couldn't do that until person sent to look at AC came back downstairs and filled out forms stating AC did not work. I requested to simply see if another room was available so we could begin packing up as this was already after midnight. Still replied with previous response. Asked again stating we were very tired. Rep stated, "I need you to be patient with me!" in a short and abrupt voice and then did look to see that a room was available. I will say the man sent to check the AC was very courteous and helped us with our luggage when moving rooms. 2. The room also did not have hot water. 3. When we moved to the new room, the kitchen cabinet was very crooked, several inches turned to the side. Not a huge deal but when you're coming from a room that had a couple of things not working, it didn't give me much hope when this was the first thing I saw when I walked in. 4. Valet employee changed the AC temp and vents in the car. 5. Once, there were 2 valet employees in the car which reminded us of the scene in Ferris Bueller's Day Off. 6. When we first arrived and needed to use the restroom and our rooms weren't ready, we were told that the Lobby restrooms weren't working and to go to the lower floor. We did and it was a little maze to try and find the bathroom which was also being repaired. An employee on that floor looked shocked we were there and stated he wasn't sure why they told us to come down since the area was being worked on. Luckily I noticed the doors were still wet from paint and didn't get any on me. 7. Lastly, when leaving I spoke to a different front desk representative and asked to speak to a manager regarding the issues that happened during our stay. She said he wasn't available. I asked if it was noted that we had to switch rooms due to the AC being out. She said it was not noted. I asked if she could make a note about it. She looked at me strangely and asked, what do you want me to say? This was after I had already repeated what happened. She then gave me the manager's card. I asked if she would be making the notation about the complaint. She said she would but did not continue typing. My main issue I have is the kind of service I received from both front desk personnel and the lack of communication with...

I want to first give an advisory that this will be a lengthy review.

But it is a necessary one.

I also want to state that if was possible to give this establishment ZERO stars, based on most recent experience, that's the option I would choose. Unfortunately, that's not an option so the one star will have to suffice as a default.

I have a friend, Johnathan, visiting on business this week from out of town and this was the hotel of his choice. His experience there was very unpleasant and has rattled him... as I listened to him share the details, I knew that it needed to be shared so that people can avoid this establishment.

When arriving late Saturday night (October 23, 2022) checked in and went straight to sleep and got up the next day to have breakfast. After breakfast, he went back upstairs to his room, only to realize his key wasn't working - at which point he went down to the lobby again and handed Sonya (at the front desk) his key. He then requested that it be re-keyed - because he obviously would need a functioning key for the duration of his stay - and need to enter his room that morning as well.

Sonya then:

asks if he is a guest (although he just handed her a key that had been used hours before - and this can be verified through their system) asks for his name (which he immediately gives her) then asks for his ID (which is in his locked hotel room)

She then refuses to re-key his key and denies him entry to his room. She chucks it up to "protocol". Johnathan has to call his roommate, who is getting ready for the day, to come down to loan him his key. Johnathan just decided to let it go.

Today (Monday, October 24th, 2022)

The hotel serves breakfast from 7 a.m. to 10 a.m. Johnathan gets down to the breakfast area around 7:15, eats his breakfast and starts reading a book he brought with him. He finished his breakfast and a lady comes to take his plate. 2 minutes later she comes back and says “Can I get you a coffee or anything to drink?”Johnathan politely declines the drink offer. 5 minutes later - at 7:52 a.m., Johnathan is approached by a male hotel employee.

He says “Excuse me sir are you a guest?” Johnathan replies ”Yes, I am”. At which point the male hotel employee says “Ok we can’t let anyone sleep in the lobby”

Jonathan was NOT sleeping. He was reading a book.

No one else in the lobby or dining area was approached in this manner although there were several others who weren't eating in that exact moment.

Johnathan proceeds to ask the hotel employee he was being singled out in this manner and the employee's reply was:

“Well I thought I was being pretty nice about it”

That employee was Todd Hatch - the general manager.

My friend Johnathan is a Black Man.

This was blatant discrimination and profiling, and this hotel acted as if their treatment of this guest was perfectly...

After reading a review of a another reviewer from yesterday I realize it is the hotel and not me with the problem. From day one the staff here has been very unprofessional and some appear as if they don’t like their jobs. When I first arrived, I too experience a strong odor coming from one of my kids rooms. I asked the hotel if they could come checked out the smell and that led to me asking for a room change because they could not identify the smell. The receptionist was very rude and nasty about changing my kids room and when she finally did she put them on three floors higher and refused to change them back when something became available. She told me that the hotel was not going to keep changing rooms although it was not my fault that the room was in adequate in the first place. The smell was very strong and not like the other rooms we had booked. A few days later I asked another receptionist if I could have disposable flatware on my way out of the door and she told me I have silverware in my room already completely missing the point. Since I have been here I have seen both a visible bug in my bed and on my bed. At first glance, I called the front desk and asked if my sheets could be change, no housekeeper was available, I took a blanket and slptbon the couch. The receptionist assured me that my sheets would be changed after I asked, but when I arrive back in my room it was not done. Ever since the second night, I have made it my purpose to check the sheets. The housekeeping service is very slow, and when one of the Housekeeper did come, she mentioned how the previous shift doesn’t like to do their job or follow through. I notice for the first few days the housekeeper did not take out the trash and again on yesterday also. So now I’m the trash lady. Maybe I shouldn’t expect too much because every time you get off the elevator you are greeted by trash and dishes falling over and out of the trashcan. I wipe some of the dust out my room myself. And last but not least, I have been waiting on express mail package that was delivered two days ago. Despite me having the confirmation they are telling me it’s not here. One of the receptionist was supposed to look into it I have yet to give me any follow up details. This is not my first stay here, I enjoyed the hotel years ago but it is definitely my last and does not remind you of a Hilton hotel by any means. Completely unacceptable. The only positive thing I can think is how courteous and efficient the drivers/parking guys are and they have been great since day 1. Stay...