Homewood Suites by Hilton San Marcos — Hotel in San Marcos

May 19, 2019. 0 out of 5 stars. One of the worst experiences my family and I have ever experienced at a Hilton Hotel. Let me start with arriving at the hotel the initial experience was good. The room was well maintained and everything seemed in order. My family and I came down for my daughters graduation at Texas State so we went to dinner at Texas Roadhouse around 9:30pm and arrived approximately back at this hotel at 11:30pm. My family and I and a few of my daughters friends who we invited to dinner with us went upstairs to open a few presents. Everyone immediately sat down to watch my daughter open gifts, no one was running or jumping or anything of that sort. It was literally just opening gifts and then everyone was going to head out. Mind you, her friends are also adults, thus the noise level was not at all crazy. Everyone was pretty exhausted so it was just a 20 min session of us watching her open gifts. Around the 10 min mark, I get a phone call from the service desk saying that we need to keep the noise at a minimum because someone filed a noise complaint. Therefore, everyone went to a whispering level and tip toe footsteps. My daughters and her friends proceeded to leave around 11:50 and it’s just my wife, my son and mother in law. My mother in law is an elder woman so immediately she hopped into bed. My son put the tv in super low volume and laid on the bed and I proceeded to shower and my wife was on the couch. Around at 12:40 the front desk calls again and says that the person below filed ANOTHER noise complaint and if they receive another complaint they will KICK US OUT. Yet no one was making any loud noise what so ever. No one was ever walking around when I received the call. I went downstairs and proceeded to talk to SELENA B where I told her what noise exactly is being filed against us because no one is stomping around and no one is talking loudly or talking regular for that matter since we first got complained on. She said that the person below complained about heavy footsteps. I assured her that no one was stomping around. She said it doesn’t matter that she has to believe the guest who complained and that regardless we would get kicked out if they complained again. I told her what evidence do you have that we were making noise and how can you pick and choose who’s side to take. It’s absolutely ridiculous and unfair for someone to be blaming my family for something that was not done. Now I don’t know if the floors or walls are paper thin, if they are that is on the hotel NOT ON US. Selena was completely biased and held us accountable. She was completely unjust in her words and actions. She practically put the blame on us and we would be the ones to get punished and kicked out. Yet it was all of my family’s word against one guest. ONE GUEST. Also who complains about noise at a hotel on a SATURDAY NIGHT BUT MOST OF ALL WHO COMPLAINS ABOUT A NONEXISTENT NOISE. Especially when there were still individuals outside chatting and in the lobby chatting yet somehow my family was making “Too much noise”. I will never ever ever be back at this hotel. I do not recommend this hotel and I do not praise Selena with her customer service. She was absolutely biased. DO NOT COME HERE IF YOU HAVE LOUD FOOTSTEPS. DO NOT COME HERE IF YOU WANT TO BE TREATED UNFAIRLY. DO NOT COME HERE IF YOU WANT SELENA TO TREAT YOU IN A BAISED WAY. This was far most the worst experience in any of the hotels in San Marcos. Selena acts like this hotel is a five star hotel when in reality it is not. I will never be back and I HIGHLY recommend going somewhere else were the experience will be friendly and where you’ll be treated fairly and with professionalism. HIGHLY DISAPPOINTED AND HIGHLY UNSATISFIED. It’s completely sad that such a great day got ruined by two mean individuals who have nothing better to do but ruin someones night. 0...

Since I see a lot of negative comments, I figured since I'll be staying here for longer then a months I mine as well put my few days worth of a review in and then update it at a later time.

My husband and I arrived on a Tuesday afternoon , and had been checked in to a separate bedroom with kitchen suite. When I walked into the room, I immediately got hit with the smells of animal urine and the room was very musty. I didn't want to unpack my belongings because I was unhappy with the presentation of the room. I checked the kitchen I had one small pot with two pot lids, no silverware, and dirty cups and plates. I went downstairs and told the lady behind the front desk and asked if I could be put in another room. So, they apologized and moved us to another room on the 4th floor.

We walked into that room and it was such a fresh of breath air. It smelled clean, and new. I will say that our first night of staying there our bedroom AC mount on the wall died on us and quit working. So, my husband checked and he said it needed new batteries. So we went to bed, and the only thing I really had a problem with was the fact that we were sleeping in a king bed with Queen blankets. They were not the right size for those beds. I found my husband having most of the blanket leaving me with none bc of how small they are. The next day ruled around and I had to do laundry as our last Hilton hotel didn't have washer or dryers. So I need to wash my husbands work clothes. The washers and dryers are great. They clean very well and dry very well. However I kept having issues with my key and locking me out of my room. Tammy the manager and I think her name is Makayla and the maintenance man helped me so many times. However, they went above and beyond to try and help me fix the problem. Unfortunately, the problem wasnt able to be resolved so they compensated us for the night ( and we got the night free ) they also gave me free drinks and snacks on them because of it. ( I was just happy that they helped )They then moved me into a room that is larger because it's wheelchair accessible but it's still fresh, clean, and yes their could be things fixed in here but I'm not even complaining. Everything works and I'm finally able to just relax. Thank you so much for what you all did for me and my husband!

The only things I would recommend is ... ( Make sure dishes in rooms are properly cleaned by your house keeping )

( Get bedding that fits king size beds as Queen bedding on a king isn't enough )

( Some handles are missing from the cabinets so I would recommend replacing them )

( Have the couches either professionally washed or washed by your house keepers)

I have stayed at nicer Hilton hotels then this but none of them were extended stays and so I can understand where with alot of long time stayers things can get worn more .. I would just maybe double check them as out of staters like myself desperately crave an extended stay that...

Update: Upon checkout, I asked to speak with the manager. The lady on duty said she was the daytime manager. I told her about the issues we had during our stay and she gave me the email address to the hotel manager. I emailed twice and as of today, have still not had a response.||My daughter and I checked in Sunday, August 11 for one last back to school getaway.|We were assigned to room 401. At first glance, it looked clean, but after looking around and under the beds, it was obvious that it hadn’t been cleaned from the photos attached. Skittles, wads of hair, food wrappers and several hair rubber bands were found under the beds. Behind the nightstand, there appeared to be a pill and more hair and dust. My daughter’s bed sheets had some kind of food stains, which were also on the cabinet in the kitchen area. We went downstairs to ask if we could get clean sheets but didn’t mention the filth, which we should have done. The manager came up later and changed them for us. I’m not sure if it would have mattered telling her about the candy and hair bc at this point, we were exhausted and ready to go to bed.|The breakfast lady never spoke to either of us and had her earbuds in the entire time she was working. The cream cheese and butter could both have been squished together bc they obviously hadn’t been refrigerated. The coffee tasted like water and outside one of the windows, there was some kind of broken structure.cr|The next morning, I went downstairs because I saw a cleaning person outside our door. I assumed she would clean it, so not to be in her way, I went downstairs. I was hoping to use the pool, but it was filthy. I know you recently had rain but the bottom is nasty. After about an hour of being downstairs, I went back up to see 3 ladies with their carts. I checked our room and nothing had been cleaned. I asked one young lady, who wears braces-I don’t know her name. I asked for fresh towels, because at this point, I could live without the beds being made, but we wanted fresh towels. She said,”No speak English” and laughed. I pointed to the towels and asked if we could get some. She once again laughed and honestly, I didn’t think it was funny. It didn't matter what language she spoke, because pointing to the towels would have been sufficient for her to understand.|We’ve stayed at other Homewood Suites and they were always clean, so we were excited to stay here, but we will not return to this one. I would at least request one night free of charge as we’ve paid a little over $500 for three nights. I understand about the pool but that was something I was looking forward to. The pictures on your website do not reflect what this hotel looks like.|I look forward to your response. Please know that Bri helped me move all of our belongings to the...