COMPLAINT: DISPLEASED WITH SERVICE
My family had a reservation on Saturday, July 7-8, 2012 for JW Marriott San Antonio Hill Country Resort & Spa. I live in Houston, Texas and wanted to try out your resort for the weekend, We arrived around 2 pm and wanted to check-in, (in our reservation, we had requested a double bed room), For some unknown reason, at our check in we were given a room that had only 1 King size bed. We went back to the front counter to let them know that’s not what we had requested, and I was told they were waiting on double rooms to become available and we could wait in the lobby for the next couple of hours, or we could go sight-seeing and our luggage could be kept at the front desk. After waiting an hour or so, a double room became available. We went to our room put our bags down and decided to head for a swim, after an hour or so of enjoying ourselves, we were sitting down in the pool chairs by the Pizzeria restaurant and we were making dinner plans. We were approached by an Older Gentleman that literally snatched our floating tube from our hands. I responded to him by saying we were still using the floating the tube, He replied in a very loud, hostile voice, “it’s not your tube, it belongs to the hotel”. Not only did he act very aggressive towards me, but I felt threatened by his behavior and was also concerned about my safety. I immediately informed somebody from your staff about the incident. I had a restaurant manager (Will) come and talk to me, but nothing was done about the incident. The worst part was that the older gentleman kept coming back to the area where I was sitting and was laughing at me, in other words, I was being bullied and humiliated by another guest. At that point I started crying and was extremely upset. Feeling humiliated, I went and talked to another manager at the front desk (Joseph), I’m sure he noticed how upsetting this incident was for me and how I was having a hard time keeping my composure. I strongly feel that your staff did NOT do anything to resolve this matter, in my opinion, I don’t think they even cared about the incident. I am very disappointed with the way it was handled. This behavior should not be allowed in the hotel, and I did not see any type of security personnel in the Resort. I have never been discriminated against or treated with such disrespect in my life.