TownePlace Suites by Marriott San Antonio Westover Hills — Hotel in San Antonio

I arrived at the hotel just after midnight on the day of my check-in date. While I appreciated the presence of a security guard, Fernando, who was courteous and proactive in patrolling the parking lot, it quickly became evident that the property is in serious need of stronger security protocols. ||||Upon check-in, I was assisted by Gilbert, who was professional and pleasant. However, I was given a queen room despite having confirmed a king room in advance via email with the General Manager, Hazel Herra. I was still charged the king room rate.||||The condition of the hotel was deeply disappointing. The hallways had an overwhelming unpleasant odor, and I noticed significant stains on the carpet and baseboards near my room. The portable dumpster is stored on the first floor hallway, which adds to the unpleasant smell. Inside the room, the smell persisted—stale and musty. The kitchen linoleum had multiple bubbles, and the oven appeared filthy and poorly maintained.||||The bathroom was particularly concerning. There was visible mold in the shower, substandard repairs to the walls and flooring, a worn and outdated vanity, and a poorly sealed toilet with cracked caulk and a visible brown ring. The smell of urine was strong and offensive.||||Several of my colleagues staying at the property reported ongoing plumbing issues, including the need to flush toilets multiple times to ensure proper function. Additionally, there were concerns regarding cleanliness, such as facial hair left in sinks. Mold was also observed in the showers across multiple rooms, indicating a need for more thorough and consistent maintenance.||||On one occasion, while attempting to leave the property around 5:00 a.m., I found the security vehicle parked directly behind my car, blocking my ability to exit. The security officer inside appeared to be asleep and unresponsive. We had to wake him in order to leave. There was no communication from him at that time. Later, when my coworkers arrived, they expressed feeling uncomfortable and as though they were being singled out or treated unfairly—possibly as a result of the earlier incident.||||The WiFi service stopped working on Sunday afternoon, severely affecting my ability to complete work-related tasks. On Wednesday evening, I asked Ethel at the front desk if the Internet had been restored; she confirmed it had, but I was still unable to connect using my room number and name. Additionally, my room had not been serviced that day—I had no fresh towels, and the trash had not been removed.||||I expressed my frustration at the front desk, explaining that this was the worst Marriott experience I’ve ever had. Later that night, housekeeping brought towels and removed the trash. I received an email apology from the hotel offering Marriott points and two complimentary nights, followed by a voicemail from Hazel requesting a callback. However, due to work obligations, I was unable to respond. My Marriott account never reflected the Marriott points or complimentary nights. ||||What followed was unacceptable. My CEO informed me that the hotel contacted him and requested he visit the property to view surveillance footage of me. This was both inappropriate and unprofessional. Addressing a service complaint should never involve contacting a guest’s employer or attempting to jeopardize their job.||||The following evening, a coworker staying on another floor reported a frightening incident. She observed two suspicious individuals—one seemingly loitering, the other tampering with a guestroom door. Shortly after, one of them attempted to enter her room. She notified Ethel at the front desk, who claimed someone would investigate, but there was no follow-up. When my coworker called again, Ethel stated they were “solicitors” the hotel had been trying to catch. This explanation is highly concerning—solicitors do not typically attempt to enter guest rooms. If the hotel is aware of ongoing safety threats, stronger action should have already been taken, particularly given the presence of surveillance cameras on each floor.||||Between the lack of cleanliness, poor maintenance, unprofessional conduct, and severe security concerns, I checked out at the first opportunity I had. This property is not up to Marriott standards in terms of safety, service, or hospitality.||||I strongly encourage anyone considering a stay here to read recent reviews, particularly those referencing Hazel, Ethel, and the overall condition...

I stayed at TownPlace Suites with my disabled mother and my three-and-a-half-year-old daughter for 5 nights, including Memorial Day weekend. During my stay, my experience with this hotel was marred by a wide variety of problems with the hotel that mostly seem to have been the result of a lack of professionalism by the hotel staff.

Even before arriving at the hotel, we had a lot of confusing communications with the hotel regarding our reservation. At one point, they had reserved us for a night that we had never requested and that was outside the time we would be in San Antonio. At another point, they cancelled that reservation, but were unable to send us confirmation that it was cancelled; instead, we received confirmation of a new reservation. We spent several hours on the phone with the hotel trying to get these issues resolved.

We'd hoped that all the headaches with the hotel would have been behind us once we arrived, but we were wrong. The dishes in the cupboards were very dirty. While most of the surfaces looked like they'd been wiped down, several surfaces were very dusty and hadn't been wiped in months! Several other reviews complained about the design of the shower making it easy to get water all over the bathroom floor, and we certainly encountered the same issue. When we asked for housekeeping to service our room, they only came about half the time we requested it. For that matter, when we called the front desk on two different occasions, we could never reach anyone and just had to wait and call again later. One of these times, I walked down to the front desk and found no one present. After ringing the bell, nobody came and I finally just had to give up and go back to my room.

But probably more distressing than this litany of problems was just the demeanor of the staff. They all looked like they were brand new employees, and several of them were very rude with us. On all but one of the mornings I went down to get our free breakfast, they were missing several of the items that we ordered. And on two different occasions, the staff responded very rudely with me, in essence flatly saying "sorry..." while plopping the sack of food on the table. Also, times listed for breakfast were not consistent across their written materials. I called the front desk and they give me inconsistent answers as to the times for breakfast, the pool, and other issues.

In short, the staff at this hotel was very unprofessional and it showed in every aspect of our stay at the hotel!

To offer a few positives, the hotel room was quite nice, the kitchen was very useful (if not very clean), the free breakfasts and coffee were a great way to start the day (despite the issues with ordering the food), and its proximity to SeaWorld and other sites on the West side of the city was...

Was debating where to stay in San Antonio knowing our trip will be focused around Seaworld. We decided on TownePlace due to its proximity, pricing, offerings, and age [to be honest]. We were thinking of a resort such as the Hyatt which is neighboring but we wouldn't be able to enjoy the amenities to make it worth wild. TownePlace turned out to be just perfect for us for a Labor Day weekend getaway. Literally down the street from Seaworld and perfect amenities for our family of 4 with 2 toddlers. The space in the room was plentiful with a mini kitchenette. Fridge comes with a freezer, mini electric stove, dishwater, and mini sink. The room does have subtle advertising for "The Container Store" elfa closet which makes up the room organization and closet space. Btw, the small dresser between the 2 queen size beds in our room was not bolted to the wall that when my kids opened the drawers, it almost fell completely forward but I was able to catch it. Safety hazard. Anyway, the hotel does come with complimentary transportation to and from seaworld starting at 10am and at the top of the hour, upon request. We didn't use the service since we had our own vehicle but a nice thing to have. Hotel also offers complimentary breakfast in the morning which is pretty decent. It ranges each day. Warm breakfast options we had during our stay were breakfast croissant sandwiches, biscuit sandwiches, French toast, waffles, bean+cheese taco, and boiled eggs. They also had a juice machine of apple and orange juice. Mini fridge of water, milk, chocolate milk, pitcher of soy milk, and yogurt. They had Reusable kids cups which we used for their juices. Hot water for tea & hot chocolate, hot coffee (both decaf and bold) with all the accessories of creamer and sugars. Highly recommend using maple syrup or honey as a sweetner. The coffee is left out throughout the day so when we returned from a long day at the park, the mid- afternoon coffee pick-me-up with nice. The staff were very nice and welcoming [10/10]. We were asked if we wanted daily housekeeping which I did say yes to but we never saw housekeeping come by. I had to go by the front desk to request for extra towels. Not a big deal but something I noted. The rooms were clean but not perfect [8/10]. Some areas did need attention like the dust and yellowing of the corners and crevices. All in all, we would stay here again if Seaworld was our main visit. It is also just 20 min from the Riverwalk which we did visit one evening for dinner. Location is also near the VA Hospital so if military family are visiting the area. I would recommend to stay here. Everything was wonderful and definitely a bookmark to return to. No regrets selecting this over a high- end resort for our stay if you're here to explore San...