SpringHill Suites by Marriott San Antonio SeaWorld®/Lackland — Hotel in San Antonio

To start, I am a Bonvoy Gold Elite member. Every single time I stay at a Marriott property, I get a survey link after check out. After leaving this one, I did not receive a survey. I’m guessing they opted not to send me a link because they knew how bad the stay was, but It’s OK, I’ll just put it on Trip Advisor where more people see it…||I stayed at Springhill Suites SeaWorld/Lackland from March 5th to March 8th. My Son was Graduating Air Force BMT at Lackland. I picked this hotel because it is the closest Marriott property to Lackland AFB. That is about all it has going for it. ||When reading the reviews on the Marriott website, there are several posted after my stay saying the rooms need to be updated. The rooms we were in were recently renovated so I’m guessing the 3rd floor rooms have all been renovated (poorly). ||The first room we were in we walked in the door, I turned the light switch on by the door and nothing happens, so I walk to each individual light to turn them on. Some worked, some didn’t. Before going to bed, my 17 year old son took a shower. He waited 10 minutes for it to get hot but it never happened so he took a luke warm shower. While he was in the shower, I turned on the TV and the entire room looses power… So I get my phone flashlight out to give my son a little light so he can get dressed again and we walked to the lobby to let them know. When I told them, they did not act surprised at all so it’s obvious they are use to this happening. When one of them met us back at the room, she explained that the contractors that renovated all of the rooms wired the mini fridge into the light switch by the main door. So it kind of explained why no lights came on when I flipped the light switch on when first arriving. She reset the breaker and the lights came on for a minute and went out again. She got us another room. So we moved our stuff down the hall to room 322. Walked in the door and flipped the light switch, and yes the fridge did click on but no lights. The desk that separated the living room and bed room also had an outlet that was not secured and when you pull your USB cable or charging block out, the entire outlet moves with it exposing wires. But at least this room had hot water and never lost power. The person at the front desk told me the next day when I was walking through the lobby that she let management know about it and they will do something to reimburse me. It never happened.||Other than the power issues, the rooms just have a weird layout. The toilet is in a separate room from the shower so you now have to redress yourself to exit the toilet room just to walk to a different room to undress again. Neither of the bathroom doors have locks. They do have a pool and we did bring swimsuits but none of us wanted to swim in that pool. It’s extremely small and absolutely no decorations or anything in the pool room. ||I just really can’t believe this is a...

I would never recommend staying here. When I arrived at the room, it was filthy. There were red spattered stains on the carpet. It honestly could have been blood stains but it did not look like there was an attempt to clean the carpet. There were also M&Ms on the floor when no one in my room had candy of any sort. I thought I would ignore these details as I was only going to be staying for a couple of days. Little did I know I was going to be facing a nightmare. Only one night after staying there are woke up with 7 bug bites all on my right elbow. I wasn't sure what it was from and I never have had bed bugs so I tried to just treat them and hope I didn't get more. Over the next three nights, I continued to wake up with bites, mostly on my right leg and right arm. I started to do some research and sure enough, without a doubt, they were bed bug bites. They had the classic pattern (2-3 bites in a row), I was only getting them after I woke up, and not once did I see another bug (mosquitoes, spiders, etc...). My partner and I proceed to check for bed bugs and not only did we find signs of them but also got to see how filthy the room actually was. There were multiple stains under the sheets, there was hair everywhere, fingernail clippings, crumbs, and who knows what else. There were black spots on the box spring (signs of bed bugs) and guess what else we say??? BUGS! We then proceeded to go to the front desk and speak to the manager. Not once did she offer any sympathy or apologize for what was going on even though she could clearly see the swollen bites on my skin. Then they had someone go into the room to "confirm" the presence and not once did he bat an eye or apologize for how filthy the room was after he saw it with his own eyes. This makes me think this is normal for them. Then when I showed him the bugs he disregarded them to be a "rollie pollie" or "weevils" but he was sure of the difference but yet he was supposed to confirm if there were bed bugs. None of it made sense. We ended up switching rooms and then disposing of all of our luggage to make sure we didn't carry the bugs into our house. However, I continued to follow up with the hotel and they still continued to deny the presence even though the proof is in the pudding. I even had a dermatologist confirm my fears when I returned home. Bed bugs aren't easy to find, especially during the daytime but that was enough for them to deny it and allow more people to stay in the rooms and end up just like me. I hope no one has to deal with this but beware!!! I never thought it would be me until it was too late! And sadly, since this was so close to Lackland, many service members were staying there. Our service members deserve to stay in better conditions especially when they are on assignment and have little say in their...

My fiancé and I booked a king room for 2 nights for his son's State high school tennis tournament. The room appeared cleaned and sanitized. However, when I opened the closet door to look for a blanket, what I found amazed and disgusted me. The entire closet was FULL of trash (food, bottles, etc.), clothes, and items left over by the previous guest. I have photos, but I don't see a place to to upload them.

I immediately called down to the front desk to see how the situation could be remedied. Malik, the front desk person, was very nice and conciliatory. I asked him to come take a look. Malik did, took a photo, and agreed that it was nasty.

Malik said that he would see if the cleaning staff could come and clean it up and he would call me back. After a few moments, he said that the staff was gone and that he would look for items himself (I'm assuming gloves and other sanitizing supplies...) and come and clean it.

I asked him if there were other rooms available because it was so gross, smelly, and unsanitary...Especially in this world of Covid. Malik checked, but there were no other rooms available. He said that the hotel was oversold so there was no other room for us to move to.

After a little while, Malik advised us that he couldn't find any sufficient cleaning supplies for him to clean it himself but that he would advise the cleaning staff and have them come and clean it the next morning.

I was mortified and very displeased at the thought of having to spend the night in that room with the nasty, smelly clothes/backpack/etc. and trash, but we had no choice. The hotel was full. No other hotels were available either since the state tournament was taking place. So, that's what we did, unfortunately.

Malik did tell me that he was going to give us that night complimentary, and he did. The next day, the assistant manager called me and said that she was very sorry that this happened and that she had talked to the executive cleaning staff to see where the breakdown was. The assistant manager also reiterated that they were indeed not charging us for the one night.

While I was appreciative of the gesture, I really don't feel the one night room compensation was adequate. Even though they did come and clean the room the next morning, the damage had already been done.

They should have comped the second night stay as well because it carried over into the next day, and our stay had been...