Quality Inn Downtown - near Market Square — Hotel in San Antonio

My sister,a friend, and myself wanted to have a relaxing weekend in San Antonio. So we decided to book a room not far from the River walk. We booked a2 night stay with Quality Inn on S. Frio. Check in went well. We checked in a little after 4:00pm. We went up to our room for a quick change of clothes and went out for dinner and a little sight seeing at the river walk. We returned to the room late that night. As we tried to unlock our room we realized the key is not working. So we tried another key, and it didn't work. So we tried the 3rd key and after several attempts it finally unlocked. Mind you We tried all 3 keys several times. Thankfully one of them finally unlocked the door. We get up the next morning and go out for breakfast. We returned to our room about an hour and half our so later. We attempt to unlock the door to our room again with the same 3 keys We had the night before. Only this time to no avail. As we attempting this several times the front desk clerk is passing us by and realizes that we're having trouble accessing entry. She attempts to unlock it with her key and had no luck. She then asks the cleaning lady to try her key still with no luck. She then goes to the front desk and creates 3 more keys. All of which did not work. Realizing that the clerk was fairly young and was a little confused as to what she should do, We asked her to call maintenance. She continues to say that there is no maintenence on the grounds on weekends and there is no on call maintenance. This was absolutely unacceptable. So we asked for the hotel mgr. She tells us that she will not be here until 3pm the following day. So we asked her to call, email, or whatever necessary steps to contact someone in charge. Which she did several times with no response. We finally asked her if she had a way of contacting the maintenance guy. She called him and he did come and unlock the door. She then made 3 new keys for us, all of which DID NOT WORK. Now during all of this we mentioned several times that it was urgent that we gain entry to this room, because my friend has several health issues and needs her meds. She called maintenance again and he gained entry again. We then asked to be moved to another room. The front desk clerk was very kind through this all. She did move us to a 1st floor room. However, the walls are so thin that we could actually here the conversation of the people in the next room and every move that the people above us made. We did not sleep well at all in that room. While the clerk, Nora was very kind and tried her best to resolve the issue it was very disappointing to see that she had no help to reach out to. The whole experience was just ridiculous. What was supposed to be a relaxing weekend turned out to be the worst experience I've ever encountered at any hotel. I will never stay at another Quality Inn. If this is what I experience at one place, I can only imagine at the others. This could have easily been avoided if there were policies in place requiring on call maintenance and Hotel mgt on site. This young lady did everything she could to contact mgmt. We as guests should not have had to walk her...

This is the 2nd time we have stayed here. The ONLY reason we came back is because we made the reservation at this location by mistake. When we arrived, we realized and almost cancelled and went somewhere else but decided to give it another chance. Upon check in, the gentleman who checked us in was extremely helpful and polite. There were several people waiting to check in but he remained calm, efficient and hospitable. The room was fair and what you would expect for Quality Inn. Here's the bad.... The next morning a woman named Abby was the front desk clerk. There was also another woman who was supposedly maintaining the breakfast area. The coffee was empty in the dining area and I had to get coffee in the lobby. I know they were aware of this because a comment was made by a guest that there was no coffee and another guest directed them to the lobby. This was right in front of the front clerk and I know she heard. I served my breakfast and sat down for approx. 20 minutes when I heard another guest ask Abby if there was hot coffee coming out soon. Abby, who failed to even look up at the guest, simply said UmmHmm while nodding in the affirmative, then dismissed the guest. Shortly thereafter, another guest asked a question about the breakfast bar. Mind you that when I went through the area, supplies were already low. Bread was almost gone, sausage was low and there was no coffee. When he guest asked his question, Abby, once again, simply said "Yes, she is working on it". Abby didn't even bother to look up at the guest. The guest, clearly frustrated, walked away and asked "When?" The person who was maintaining the breakfast area asked Abby what the guest asked about and she clearly told her to which she responded "Soon" as she laughed and walked away. I walked up to Abby and asked her name and for a manager. She informed me that she was not there. I told Abby my complaint and that she is in the hospitality business and needs to learn some hospitality skills. She and the other lady went to the back and were clearly having a conversation about what I had just said. Of course, once I spoke up, the breakfast bar was stocked, and coffee was replenished immediately. However, the orange juice was out, no water and coffee soon ran out again. It was very obvious that the staff put a little pep in their step after they realized I was observing them and their interactions as I had my breakfast and worked on my computer. We will see if management reaches out to me as I did request to be contacted. If you simply want a room to stay and do not expect any other amenities, including customer service; this is a good place for you. However, if you expect, at the very least, some hospitality, coffee and a small continental breakfast, that you paid for, I suggest you...

Disastrous?

We arrived expecting a certain price based on Google, but the actual cost was twice that. I've come to realize that's a Google problem and not the hotel though. The price we expected (~50) might have been tolerable considering the state of the lobby and our initial impression. The front desk is basically a folding card table and the computer system appeared to be a laptop. The actual price was about $80 however, and this is not an $80 hotel.

It was late so we decided to stay anyway, but when we opened the door to our room the toilet was running and was filthy. The bed wasn't made either and we noticed bugs on the floor. We didn't even step into the room before we knew we were leaving.

The gentleman working there was very friendly and apologized. He explained it was a mistake that we were given a room that hadn't been cleaned but we were too turned off to risk trying a different one. Chatting with him during the check-in process he spoke about allergies and I noticed he was wearing a mask. He thinks the pollen in the area bothers him, but based on what we saw and what I read in other reviews, I think his job is the problem. The hotel is probably killing the poor guy. Assuming he's not the one running things, I feel sorry for him.

The biggest issue now is that I was supposedly refunded as we left, but he was not able to print me a receipt after offering one. I gave him an email address he could send it to, but hours later I still don't see one. Wasn't there long enough to confirm, but the WiFi seemed shoddy so I wonder if the front desk even has internet half the time. It looks like I'll be calling my bank in the morning to be sure I'm getting refunded or submitting a dispute.

If the rest of the place and the rooms are anything like the one we saw or many of the reviews, I'd recommend staying away from this place. I'd probably skip the free breakfast too. It sounds like it needs new management and maybe new cleaning staff. A visit from the health inspector might not...