Comfort Suites Near Texas State University — Hotel in San Marcos

STAY AWAY. We were in town for txst graduation and this hotel had availability last minute - $200 for one night in a DISGUSTING hotel. The lobby is dark and you are quickly greeted by a musty mold smell. The elevator looks sketchy and is pumped with air fresheners (the only part of building that smelled good).

First we were given a room on the 3rd floor, with a warning that the carpet in hallway was wet and had fans - but assured us the room was not wet. FALSE. The 3rd floor reeked of MILDEW AND MOLD, had water stains all throughout the hallway and one small fan going (not even an industrial one to actually get rid of moisture). I literally felt like I was breathing in poison. The room itself felt moist, carpets were wet, and had what looked to be mold growing in the carpet, not to mention the toilet tank cover had black mold on it.

I go downstairs and Khan helps us to get a different room on the 3rd floor - same thing. DISGUSTING!!!! I should’ve known as it was only 2 doors down from original room.

I go back down to cancel our stay (which I learned room was non refundable). So he gives us a room on the 2nd Floor. Smell on the second floor was better, but still smelled like mildew and mold.

We decided the room on 2nd floor will do as we were only staying one night and did not want to waste anymore time. We should’ve just left and ate the cost.

I then found BUGS in the bathroom (see picture). One on counter and a few in bathtub that was constantly dripping water. I believe they are springtails which are attracted to mold and damp areas. That should tell you it’s a whole building issue. Sheets looked clean, but the smell of mold and mustiness made it hard to breathe. My nose was burning!!! Hardly slept. Woke up with a sore throat and stuffy nose.

This hotel is NOT SAFE OR SANITARY and needs to be shut down. Immediately. We left as soon as we could that next morning. Our clothes and blanket we brought have a lingering musty mold smell. I don’t think this hotel would pass any health codes as it would probably be deemed uninhabitable due to mold. Do yourself a favor and NEVER STAY HERE.

Apologies for a long review but I wish I would’ve read more before ever staying here. I felt like I was in a run down motel you’d see on...

My complaint number is 9531579 - I originally had a reservation for Sat, July 27, 2019. I called Friday evening to inquire if there were any rooms available for that day and was advised that there was one room. I asked the clerk to add Friday to my reservation and was told it was taken care of. What actually happened was the clerk cancelled my Saturday, July 26, 2019 reservation. When I had the July 26 date added, I was very specific and told the clerk at least three times that we still needed the July 27 reservation as we would be in San Marcos until Sunday. We arrived late Friday night and got our room and then I discovered early Saturday morning that our reservation for Saturday was cancelled and there were no rooms available. I became frantic as I know that most hotels in San Marcos are completely booked on Saturdays during the summer. When I contacted the manager and told him the problem and that I was upset, he told me not to be upset with him as he wasn't responsible and he was there when the clerk cancelled our reservation. He offered to take $15 off our bill and I told him that was not enough for our inconvenience. H asked me what I wanted and I told him to keep my room and my reservation and if not to comp it and to find me a decent hotel as I know there aren't any. I asked why I should be inconvenienced and he had no answer. I asked to contact a customer that had not checked in yet and find them a room and he refused. He found a room at a bed and breakfast on the square. When I told the manager that was not good enough he told me not his problem and hung up on me. I called the complaint line and he did end up taking $40 off our bill, but I feel that was not good enough due to the stress and inconvenience. I called several hotels and they were all booked, so we went to the bed and breakfast and the air went out at about midnight. Our trip was miserable due to the ineptness of the staff at the Comfort Suites. The manager needs to be trained better customer service. We are Choice Members, but after this experience, I am hesitant to stay in another...

I didn’t stay at the hotel due to the unsafe conditions. We were assigned room 301 on the 3rd floor and there was water damage due to a recent storm. There were leaks on the ceiling and garage cans sitting on the floor throughout the hallway to catch dripping water. The carpet was wet and there was a potent smell that caused difficulty breathing. There were also missing ceiling tiles and stains in the ceiling. It had a moldy smell. The smell was very strong and traveled through the room which staff repeatedly said wasn’t affected by the damage of the hallway. The tub in the room was disgusting and seemed to have rust or something in it. I have pictures. I spoke with Katy at the front desk and explained my concerns and asked for a different room. She said they were completely booked but understood my feelings and validated them. She printed out my paperwork, laid it to the side and told me to call back on March 30, 2025 to speak with the manager and I’d be refunded via phone. I called back on the morning of March 30 and spoke with Jennifer and she said that she had to receive an email from Choice Hotels about the situation. I attempted to give her my case number but she said she didn’t need it. I then called back later and spoke to a guy by the name of Idi (?). He didn’t want to hear what I had to say and told me that he checked the room and it was fine. I explained to him about the potent smell that was in the room from the damaged hallway and the tub that looked disgusting but he kept telling me I was wrong. I’m very disappointed because I work too hard for my money to be uncomfortable. We had to spend money elsewhere for a room to be comfortable. This is not acceptable and unethical. There is no way people should be given rooms on that 3rd floor in the condition that it is in. On top of that, the staff acted as if there was nothing wrong with the room. Everyone I called kept giving me the run around about refunding my money for a room I didn’t stay in but never again because I won’t be...