Poor customer service at the Hilton Garden Inn in San Antonio.
I stayed in the Hilton Garden Inn hotel in San Antonio near the airport (Room # 430) on June 29, 2012 and I was satisfied with my room but NOT satisfied with the check-in process and the hotel manager. I arrived at the hotel at 4:00 PM on Friday, June 29, 2012 and I had to wait in line to check-in on a pre-paid reservation. There were two customers in front of me and I thought the wait would be short. I was wrong. I did not time how long it took for me to check-in and receive my room access card, but I know it took much longer than any other hotel that I stayed in San Antonio the previous week. 
The customers before me had their complainants resolved and they both received a breakfast voucher for a free breakfast in the hotel’s restaurant. I received nothing but a traditional “I am sorry you had to wait” response from the hotel manager. When I arrived there was only one employee checking in customers at the front counter. I am not sure why it was taking this employee so long, but she should of sensed that other customers were waiting for quite a while and to call for back up assistance. When she finally got back up assistance from the hotel manager, the manager seemed bothered to be at the front counter and was not very friendly. She only offered a mere “I am sorry you had to wait” response when I complained that I had to wait longer than I needed to on a pre-paid reservation. I had already paid in advance for my room, but I had to wait for more than twenty minutes to get my room access card so that I could put my bags in my room.
In addition, when I returned to the hotel after my evening activities around 10:30 PM, I was unable to get inside my room because the room access card did not work. I was given two cards when I checked in, and only took one of the cards when I left the hotel. When I returned at 10:30 PM, my card did not work. I had to take the elevator back down to the first floor and explain my problem to the employee at the front counter.
I did not have these problems at the other hotel (Hyatt Place – Airport South) in San Antonio that I stayed at the previous week. I experienced too many "little issues" at the Hilton Garden Inn. I doubt I will ever stay at another Hilton Garden Inn based on my experience at this hotel on June 29, 2012 (Room # 430).