Worst hotel ever, do not stay here!
WORST HOTEL DO NOT STAY HERE! THE STAFF, RAL AND LUIS ARE LIARS. We came last night with our 5 year old. It took 45 minutes to check in. We finally do and there is pubic hair on the bed. We call the front desk, Luis said he was alone and would call us back in 10 minutes. We waited, 30 minutes went by...nothing! We go downstairs Luis says I can't change the sheets because I'm alone and that we would have to wait 30 more minutes until someone else came in for a shift change and then he could help us. He said he could not give us another room either. And we paid for a King bed with a sofa bed. No sofa bed and no King bed. We say no we can't wait that long it's already been an hour and half. Our son needs to go to bed and this is not ok. We will go somewhere else and we need a refund. He says we don't do refunds, the 3rd party you paid can only do that. LIES! He said he checked us out and the 3rd party would see that so they would refund it. He then tells a housekeeper who is cleaning, hey I need you to watch the front desk, I'm going to be in the office for a long time!!! So he just told us he can't change our sheets but he can go to the office and leave the front desk! We leave I call the 3rd party and tell them what happened they call the hotel to verify. The hotel staff lies again! Francesca says no they are still checked in here. Meaning Luis never checked us out! We called again today and Ral said yes we can refund you, I am available to take the 3rd party call to verify. Then Ral lied to the the 3rd party folks and said, they stayed here longer than 2 hours so we can not refund them. So they lied again because the hotel is in charge of the refund, even though they said the 3rd party is! Then Ral lied about us staying 2 hours! We checked in at 10:15 and left at 10:57. They are scammers here and the rooms are disgusting and it looks like a 1920s haunted room. They refuse to give the refund so I will reach out to upper management to have this resolved. Completely unprofessional and a huge lack of customer service. The hotel is outdated and it has the worst staff possible.
5 hours after leaving for dinner, came back to a completely flooded room. A pipe burst above us and was leaking everywhere. The floors were soaked, hair straightener and makeup on bathroom counter were ruined from a second leak above the sink/counter. Told the night receptionist and his response was "sorry, all I can do is give you a new room. Nothing else". The staff at checkout the next morning was courteous and cleared our entire bill, but I'm very upset with how unprofessional the situation was handled at night when we discovered the problem. I'm a fan of Marriot but will not be returning for a long while.
Conveniently located in the South Texas Medical Center with easy access to Methodist Hospital, UT Health Science Center, the Children's Hospital, VA Hospital, USAA and more. Minutes away from Sea World, Six Flags, the Shops at La Cantera and the Rim. Relax after a long day at the outdoor pool and quiet courtyard area. A short distance from downtown and the Alamo, River Walk and Convention center. After an eventful outing, kick back in our spacious rooms and suites with complimentary Wi-Fi, plush bedding and flat-screen TVs for your ultimate relaxation. Worked up an appetite? Treat yourself to healthy and hearty cuisine at the Bistro Bar. Our restaurant serves flavorful breakfast options and Starbucks® coffee. Stop by in the evening for dinner, cocktails and craft beers. Business travelers can maintain productivity by hosting a meeting in one of our three event spaces with in-house catering options.
Based on 630 reviews
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