SpringHill Suites by Marriott San Antonio Airport — Hotel in San Antonio

Where do I begin?

At check in, I was denied my Gold Elite guaranteed King bed. They did allow me to "spin the wheel" and earn 1000 bonus points. However, they didn't apply them with my stay, so now I have to go and apply for a correction, which is annoying. Two people were at thedesk, one just standing around and not helping. At 11:15pm, people are tired and just want to get to their room. Get them checked in and move on.

The room itself had an odor, but with as late as I arrived, I wasn't about to complain right then. When I went to sleep, I was continually awoken by the A/C unit making a horribly loud vibration noise. I basically got no rest.

The ceiling had clearly been repaired (Not the issue), but whoever repaired it was too lazy to paint the entire ceiling. The TV stand was dilapidated and with only 1 TV in the room (all other Springhill Suites I've been in have 2), the placement was awkward and couldnt be seen from 1 of the beds or the desk very well. The TV remote was missing the battery cover and just taped up. The station selection was huge, but the card in the room didn't match the channels and it changed channels so slow it was hard to find what I wanted.

One of the worst experiences was the bathtub, which drained extremely slow...to the point I had water several inches above my ankles by the time I was done showering. If I wanted a bath, I would have taken one. I don't like standing in dirty water to take a shower.

Then, the breakfast was less than desirable. The waffle maker was nowhere to be found and when I asked about it, I was told they only put it out on weekends. Seriously? Since when? So, I got some overcooked scrambled eggs and paper thin bacon, if you can even call it that, and wanted a little fruit. Again, nowhere to be seen. I asked if they had any fruit (thinking apples or bananas might be available like all other Springhill Suites and Fairfield Inns) and I was told they only had strawberries, but they were all gone (at 6:50am, when breakfast started at 6:30am). Why in the world do you only have a handful of strawberries for the day?

Overall this was a very poor experience and not one I've come to expect when booking Marriott properties. I choose Marriott for the assurance of a clean, safe and well maintained place to stay and this was anything but that. If it had been a Fairfield, I would have asked (or still be asking) for a refund under the 100%...

My stay is only half over but I am chomping at the bit to write a review about what I've experienced. First night, right out the gate, there's no one at the front desk. There are clipboards and notes about guests with room numbers and contact information sitting in plain sight. I stand there after a full day of travelling for several minutes and am checked in. I get to my room and there are fingernail clippings all over the floor. Literally I thought they were feathers from the pillows at first. OK we're in a pandemic everyone is understaffed and overwhelmed, I'll look past it. I used a plastic bag and picked up the fingernails (SO GROSS). First day at breakfast, no one is at the breakfast station. (I'm told the second day that they sit in the back and occasionally peek around the corner to see if anyone is standing there waiting for service. Super proactive customer service there!) I decide I just want to see what's in it, so I use a tissue to open the tray and peek inside. Right then a breakfast employee comes out and says, "Well now if I get COVID I know who to blame!" ARE YOU KIDDING ME RIGHT NOW? I guess it couldn't possibly be because their entire staff is walking around without gloves, without masks or with masks tucked under their chins. But if a guest uses a napkin to touch the handle of the breakfast station, suddenly I'm responsible for YOUR health? Give me a break. The whole experience has been disappointing. My fridge wasn't working and all of my groceries went bad the first night. I asked Ashley at the front desk what she could do and she had nothing to say. I asked if I could be comped something to eat from the store downstairs and she offered me a bag of chips for my troubles. It doesn't take an MBA to know how to give good customer service. It does require basic human decency. There was no "I'm so sorry that happened," or "How can I help?" or a "What can I do to make it better?" I was giving the staff ideas for what they could do rather than the other way around. My information was sitting out there including my first and last name and room number. Garbage litters the floor literally everywhere you walk. On my walk down the hall to the laundry this morning I found a pencil, several candy wrappers, and a scrap of bacon. There are roach carcasses in the stairwell. Marriott needs...

Our stay fell flat from the moment we arrived at the hotel. When I walked in to check in to my room, the woman at the desk was very rude. She wouldn't make eye contact with me, and answered the phone and talked on the phone while she was checking me in. She did not greet me when I walked in, no "hello" or "welcome" or "how may I help you?". When I said I would like to check in and gave her my name, she nodded and said "give me your credit card". Then the phone rang and she didn't say a single word to me after that. She literally pointed to the elevator when she handed me the key card. That was it.

When I got to my room, it was musty and humid. I turned the AC on, which would turn on for 5 minutes, then turn off for 5 minutes. Over and over again.

Two of the lights in the bathroom didn't work. None of the power outlets in the room worked except the one that was powering the TV and the one that was in the bathroom. Both beds were covered in pet hair, and it looked like it really hadn't been vacuumed well.

I didn't get much sleep that night because I was up all night coughing and sneezing. Something in the room was setting off my allergies. When I took a shower in the morning, I took a guess that it was mold. The bathroom had black mold all around the ceiling. The fan in the bathroom didn't work either.

I was supposed to stay in that room a total of 7 nights. I stayed only one night and checked out and found a different hotel that day.

The reason I am not rating the hotel with a one, is that when I checked out, I let the person at the desk know why. (She was a different person than the night before). I politely let her know the issues with the room and she was very apologetic. I wasn't angry, but I figured that what they don't know about, they can't fix. She comped my room and apologized again. She was very polite and friendly.

I was very disappointed with this particular stay. I expect so much more out of Marriott. I am a platinum member, and only stay at Marriott brand hotels. Usually they exceed my expectations, but for some reason, this one just fell very very short. I hope they are able to fix the problems so that their future guests aren't hit with such...