I stay at many hotels; most recently a Courtyard Marriott in San Antonio this past Saturday. Upon returning to San Antonio on Monday I booked the Holiday Inn at Stone Oak. Luckily I booked it on Priceline and did not pay the full price the Holiday Inn website was asking because my stay had been lacking. I booked my reservation online and then immediately called the hotel to ask of I could have a crib in my room and if I could have a room with a King bed. The person I spoke to told me that no beds were assigned yet and that I could request my preference when I checked in. On arrival at a 2 PM check-in I was greeted by three very unfriendly front desk staff. There was nobody else in the hotel lobby except for my 16 month old daughter and myself. My toddler was ancy from a long car ride and was running around the lobby as I waited for the clerk, Genevive, to check me in. She and the two other front desk staff were complaining openly about another employee. The entire time Genevive was checking me in she complained and bashed another employee "where is she anyway? What does she even do? She is never here. Oh there she is parking. Why is she parking there? The police are going to drive by and check for the stickers..." It went on and on and not once did she address me any further than asking for my credit card or ID. I felt like an intruder to a private conversation except I was a guest checking into a hotel. Meanwhile my toddler is running a muck in the lobby and ready for a nap, but the check in process is taking a long time because of the conversation and I can't get a word in edgewise. I ask Genevive if I could get a room with a King bed and she said "you're booked for two standards." I asked her if I could please get a room with a King bed and her response was, "you have the standards, do you need a king?" She typed some more and continued talking to her fellow front desk mates and never acknowledged if I was getting the room type I had just requested. It was a Monday and didn't think the hotel was booked so really didn't understand why my request was met with such hesitation. She printed a form and asked me to initial and sign. I saw that the form said standards and not king but I did note that there was a request for a crib written on there. I asked Genevive if they would have the crib in the room so my daughter could nap and she told me it wouldn't be up until later and she wasn't sure what time they would bring it. Definitely not the answer I was hoping for. I went up to my room and facility wise the hotel was clean. The room to my surprise did have a king bed but I still did not have a crib for my daughter. I ended up leaving an hour later to take my daughter to the zoo and on my way out I stopped by the front and again reminded them that I needed a crib in my room. We returned to the hotel at 6:30 and were ready for bath and bed, but there was still no crib in my room. I called down to the front desk and this time spoke with Lauren. I told her I still hadn't received my crib. She was very apologetic and told me she would have the crib sent right up. We decided to go for a swim while we waited and thank goodness by the time we returned to our room at 7:30 (5.5 hrs since check in) I had a crib in my room! I also had requested extra towels because we had to use our bath towels at the pool. The towels available at the pool might as well be wash cloths because they didn't even wrap around our bodies. Needless to say, I did not receive the extra towels I requested. With so many other 3 star hotel options in this area I should have gone with my tried and true Hyatt Place. My family and I travel very often, especially in the summer, and this experience has by far been the worst. I hope the customer service improves for any future patrons, until then I would check out other nearby hotels before this one.
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- Also Known As:
- Holiday Inn San Antonio North-Hill Country Hotel San Antonio
- Holiday Inn San Antonio N - Stone Oak Area Texas