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.

I arrived at the hotel just after midnight on the day of my check-in date. While I appreciated the presence of a security guard, Fernando, who was courteous and proactive in patrolling the parking lot, it quickly became evident that the property is in serious need of stronger security protocols. Upon check-in, I was assisted by Gilbert, who was professional and pleasant. However, I was given a queen room despite having confirmed a king room in advance via email with the General Manager, Hazel Herra. I was still charged the king room rate. The condition of the hotel was deeply disappointing. The hallways had an overwhelming unpleasant odor, and I noticed significant stains on the carpet and baseboards near my room. The portable dumpster is stored on the first floor hallway, which adds to the unpleasant smell. Inside the room, the smell persisted—stale and musty. The kitchen linoleum had multiple bubbles, and the oven appeared filthy and poorly maintained. The bathroom was particularly concerning. There was visible mold in the shower, substandard repairs to the walls and flooring, a worn and outdated vanity, and a poorly sealed toilet with cracked caulk and a visible brown ring. The smell of urine was strong and offensive. Several of my colleagues staying at the property reported ongoing plumbing issues, including the need to flush toilets multiple times to ensure proper function. Additionally, there were concerns regarding cleanliness, such as facial hair left in sinks. Mold was also observed in the showers across multiple rooms, indicating a need for more thorough and consistent maintenance. On one occasion, while attempting to leave the property around 5:00 a.m., I found the security vehicle parked directly behind my car, blocking my ability to exit. The security officer inside appeared to be asleep and unresponsive. We had to wake him in order to leave. There was no communication from him at that time. Later, when my coworkers arrived, they expressed feeling uncomfortable and as though they were being singled out or treated unfairly—possibly as a result of the earlier incident. The WiFi service stopped working on Sunday afternoon, severely affecting my ability to complete work-related tasks. On Wednesday evening, I asked Ethel at the front desk if the Internet had been restored; she confirmed it had, but I was still unable to connect using my room number and name. Additionally, my room had not been serviced that day—I had no fresh towels, and the trash had not been removed. I expressed my frustration at the front desk, explaining that this was the worst Marriott experience I’ve ever had. Later that night, housekeeping brought towels and removed the trash. I received an email apology from the hotel offering Marriott points and two complimentary nights, followed by a voicemail from Hazel requesting a callback. However, due to work obligations, I was unable to respond. My Marriott account never reflected the Marriott points or complimentar

I chose this hotel based on its proximity to SeaWorld. Unfortunately, it was a very poor choice. As soon as I entered the hotel, I noticed it smelled like they were trying to mask pet odors. The whole place stunk. When we entered our room, which was a King studio with a sofa pullout, we were discouraged to see the small size of the room. With the sofa bed pulled out, it nearly touched the end of the king bed, making it nearly impossible to walk between the two beds. Then, things got worse. We started seeing cockroaches in the room. We saw about a half dozen of them, mostly in the small kitchenette area under the sink and in the sink. In the morning, a cockroach was running down the wall near the headboard next to my wife. She freaked out! Yikes!!! The free breakfast wasn’t much better. I spoke to a person at the front desk about the cockroaches and she told me she would talk to the GM to see if they could give me some bonus Bonvoy points. They gave me a whopping 800 points, which equates to approximately $7.20. Wow, what generosity : Never again will I stay here. You’ve been warned.

It was perfect for what we needed.