TownePlace Suites San Antonio Westover Hills

As a Marriott customer, I expected a certain level of cleanliness and professionalism during my recent stay. However, I was absolutely horrified by the deplorable, unsanitary conditions in my room. The housekeeping staff failed to properly address numerous issues, including blood-like stains in the bathroom, food scraps, and other bodily fluids and unknown substances on the bed skirt, and carpet. This poses serious health and safety risks and is a major violation of basic sanitation standards expected at a Marriott hotel. I was forced to sleep with my family in this biohazardous room for two days, which is completely unacceptable. To make matters worse, the hotel staff was extremely dismissive and unprofessional in handling my concerns. When I brought the issues to the attention of the general manager, she completely ignored me, treated me like a nuisance, and failed to offer a sincere apology. Even after I followed up with photographic evidence only the bathroom was cleaned! This level of disregard for guest concerns is appalling and has completely shattered my trust in the Marriott brand. I would strongly advise anyone to avoid this location, as your health and safety clearly are not a priority for this hotel.

We stayed here this past weekend. Check in and out were smooth. Rooms were just like the photos with a nice small stocked kitchenette. The decor in the room could have been a little more appealing. The shower needs to be re grouted. Breakfast was decent with some variety. My only complaint about breakfast was there was only one waffle maker that people were constantly using to make multiple waffles for their families. Please consider adding one more. I waited for about 20 minutes to no avail. Another complaint I have is the security in the truck at night. We came in late on Friday around 10:30 pm and had just parked the car in the lot and were stepping out to check in when this guy came chasing after us demanding to see our parking permit. I had to tell him twice that we were checking in because he didn't get it. The next night we came back in around close to midnight and as soon as I parked my car, the same guy literally jumped in front as I turned my engine off to check for the permit; he scared me. I understand there's a busy bar and restaurant across the street and the hotel is trying to discourage patrons of those places from parking in the hotel lot, but geez louise, this guy is scaring and annoying guests with his parking permit hunt. I would stay at this property again if they could improve upon these issues.

This is a nice hotel. Breakfast was good. The linens were comfortable. Mattress was a bit soft. Staff was very pleasant My only complaint is there wasn't an exercise bike. Only treadmills and ellipticals. Why no bikes? I can use the other pieces of equipment

This is a nice hotel very close to SeaWorld. Excellent stay for a family. The breakfast was good and stocked. The rooms were clean, good size, with a nice kitchen. We had no issues with noise. Had a great night sleep. The beds are comfortable. -flyou

I regretfully offer a less than desirable rating for this hotel due to current managements (Hazel Herrera, General Manager) actions, or lack of, that has resulting in the once favorable property to one that is in decline. Examples? Broken and torn pool chairs that haven’t been repaired or replaced. Fitness machines that remain out of order for months. The pool was so neglected that it turned green and is such a contaminated state that the pool service company manager told me that there was much solid waste in it that they had to drain, deep clean and then refill. Light bulbs are burned out or flickering around the property. Bushes are grown over walkways. Loud music and inappropriate activities going on at the pool and the property management did nothing making it not family friendly. The elevators are routinely out of order/service. Mail delivery is not reliable as several deliveries did not get delivered to me. I had reported the mail delivery issues that resulting in a US Postal investigation. High staff turnover coupled with unhappy property employees suggests there is not improvement in sight. There’s more, but you get the picture. I’ve stayed at this property for years and it used to be excellent, but current management has steered it downward in a noticeable way. Current property management does not value loyal Marriott Bonvoy guests and observably inhospitable to military guests. To conclude with positive, several of the staff members are very friendly and interested in attending to the property’s guests. Raul, Ben, Anthony, and Art were the most helpful and knowledgeable staff during my stay. But these well-meaning employees cannot overcome the property’s issues and poor management. I will not stay here again and will not recommend this hotel to others. I hope the hotel ownership engages and addresses this hotel’s systemic management issues.

There no one in front desk and I ring bell Wait 5 minutes she was washing TV at 8pm when I park I was her.Kristi made a gesture at the moment of entering, when doing the booking she is getting annoyed, she gave a room to the next to the evaluators because nose and she gift one handicapped I could get another one was on a Wednesday or tell me if have this and thst BUT DID told me nothing they were not full SO UPSET another person with handicapped can use this room. KRISTI did not give me any information that the suite offered everything I had to investigate BAD SERVICE. Every time I ask something she made some gestures with his mouth and hands. She can no longer control that, she speaks nice and happy when I turned around because they were different races.Her attitude was different with other people. I felt discriminated. To work, you need to be kind, equal, to be aware and your body language speaks more than she thinks. It was an ugly experience to watch an employee having nasty attitude to guest .I when doe to buy items of 14$ and she told me she don't have changed of 50$. I been working w/ they company I know how everything have to been done.

4 months in advance, I booked a stay for July 2023. I checked in online at 8:00 am the day of arrival. When I arrived at 8:45 pm with two tired children, they said they had a maintenance issue and had to send me to an alternate "sister" hotel. When I asked how far away it was the hotel clerk said "10 minutes". The new location was actually 17 miles/27 minutes and was not a Marriott property. The new property was not in an acceptable location but I checked in as the kids were tired. However, the smoke alarm in this room was going off, the AC wasn't working, the television wasn't working and there was no one available to fix anything as well as no other rooms were available. After an hour I left the hotel I had been rerouted to. I was able to find a different Marriott property with availability back closer to the original location and was finally able to check in and unpack at almost midnight. I totally understand that things can happen. However my problem is in how this was handled: 1) My 8 am check-in should have held my room and someone checking in after me should have been rerouted. 2) I wasn't notified until I arrived - the maintenance issue happened earlier in the day. 3) I was rerouted to a hotel 30 minutes in the opposite direction from where I needed to be early in the morning rather than checking for other Marriott properties nearby. ( I am a Marriott Bonvoy member.) 4) I was rerouted to an unacceptable property. I cannot recommend this location.

Booked this hotel and had a reservation 5 days in advance and when I come to the hotel around midnight after a long flight they tell me they oversold and that there are no beds or place for me even though I had a reservation. They sold my reservation/room to someone else and claimed they overbooked. Imagine been stuck in anew city at midnight having to scramble to find a new hotel when you had a reservation already. Lady at reception claimed it’s a. “Normal” thing for hotels to give out your reservation spot to other people. Can you believe it? This is the first time such thing happened in my life. They couldn’t even apologize. I wouldn’t recommend that place to my worst enemy. Management is horrible. She even had a security guard close to her the whole time just in case I throw a tantrum as if this was planned or they do this all the time. Imagine having a reservation to a hotel and coming there late at night just for them to tell you they oversold and gave your room to someone else. It’s a disgrace. Would not recommend to my worst enemy.