Lovely facility, terrible service
We stayed here for three nights about the time of the San Antonio marathon. So, full disclosure, they were full. Either they couldn't handle a full hotel or they just don't get service, especially the front desk. My husband had left for the airport early in the morning to go on a business trip. I was checking out at noon. I noticed on the bill that we were being charged $5 for package handling. We had not received a package. After asking for details and the front desk clerk checking with security, we found out that a package had been checked into security at 11 pm the previous night. There was no explanation as to why we were never notified. Finally, the package was brought up from the bowels of the hotel. It was marked "overnight extremely urgent" package that had been signed for (I later found out) at 11 am the previous day. What happened between signing the package in from UPS at 11am and checking it into their security at 11 pm remains a mystery? The front desk clerk insisted that I still had to pay the $5. "I didn't have anything to do with the package not being delivered." I finally spoke to the assistant manager who did wipe the $5 off the bill. I was so stunned that the front clear saw no problem continuing to charge me given what she had been hearing for 30 minutes!!! Bigger problem: My husband needed the package for work the next day and he was on a plane. I kept asking everyone at the fron desk... "Don't you think someone should have cared enough to get an overnight package marked urgent to a guest?" No one seemed to care except about their $5 handling fee. One more point: My husband asked me later if the hotel charged us for the internet. He had selected it as his Starwoods points gift for the trip. No surprise: they had charged us !!! I can go on to describe how our room was never serviced until we called twice each day and sometimes did not happen until after 6 pm.. This place just doesn't get it !!!! I walked out of the hotel having spent an hour on this stupid package disgusted and wondering how my husband was going to survive the next day without his papers. And warning to guests: check your bills carefully!!! We would have never known about the package if I hadn't looked and they charge you for things they should not be.....