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Arrived from a long, hot, 6 hour drive from San Antonio. We had reserved a king suite. Upon check -in we were told the elevator was out of order and we would have to use the stairs. There are 3 of us, one with a disability and one over 70 years old. Climbing stairs was not an option, let alone lugging all of our belongings with us. We were able to get a room on the first floor, but there are no suites on the first floor. You are unable to access the ice machine freely, and factoring in the current heat is insane. I requested a discount for the smaller room and the front desk did t k ow how to make that happen and she was unable to get ahold of anyone to authorize the discount or credit. I do have to compliment the young woman working the front desk. She was very pleasant and did her best to make things work for us. She deserves to be noticed for that, but we still would like to be compensated for the smaller room. It would be nice that when you make a reservation you are notified of the broken elevator, lack of access to the ice machine, and any other issues. I have been unable to find contact information for the GM from my quick search before we get some sleep. We would truly appreciate to be contacted and compensated. Thank uou.

We really did enjoy our stay at this hotel. The lobby was very nice, even though we paid an additional $20.00 per dog x4 they made it very accommodating for us. We were able to eat our dinner in the courtyard with all 4 dogs and not have to leave them in our room. They had a little outdoor patio area off our room for them to do their business without having to leave the room. Other guests we spoke with are frequent fliers at the El Capitan and had nothing but good things to say about the hotel. For dinner we had the hotels rib eye steak and mashed potato's with grilled asparagus. As an appetizer we had the garden salad and the El Capitan salad both very good. The restaurant split our 14% rib eye for us with a small charge of $2.50 for extra mashed potato's which was well worth it. We were traveling from California to Georgia and are very grateful that hotels like Van Horn even allow more than 2 dogs. We LOVE our pups and traveling with then can become very challenging when some places have a two dog maximum.

The hotel is new so it is nice and clean. Our room worked great. Room temperature was comfortable, cleanliness was great but there is an issue with the hot water. You have to run the water in the shower for over 10 minutes before you are able to get any hot water. My husband called the front desk the night we checked in. Front desk said they forgot to turn on the recirculation system. Shortly after he made that call I got hot water. The next morning my husband took a shower. He let the water run for at least 10 minutes before he asked me to please call the front desk to have them turn on the recirculation system. The girl I talked to at the front desk said the problem is that the hot water has to come from the second floor so you have to let the water run for 10 minutes then should have hot water. It was a little over 10 minutes before he got hot water to take a shower. So beware if you stay here to turn on the hot water way before you want to take a shower. What a waste of water.

Room was clean and smelled good, unlike many other rooms that reeked of other repulsive smells. Bed was comfortable. Breakfast was coffee and breakfast ITEM. 🤷‍♀️. McDonald’s was right next door. Good location. Would stay again.