Hotels near Ingram Park Mall, San Antonio

Horrible experience. Poor customer service by Iris. Stayed for a local youth soccer tournament. Arrived late around 11pm Friday night after long drive. Checked in and when attempted to enter room key didn't work. Came back down. New keys provided. After entering the room the room had very strong odor. Came back down to front desk they offered the clean room but that would not eliminate the odor. Requested another room. Hotel rep stated another Queen was not available. They then reluctantly offered a single King room for 3 people. I explained that this was not large enough for us and neither of the 3 of the party could sleep on a sofa sleeper. Front desk clerk Iris was very irritated with us not sure why. Was not empathic to our situation. I then suggested 2 King adjoining rooms so we could have 2 beds and still be together. Even though it did show as available Iris stated she couldn't do that. Finally they did provide this option and provided the keys to the 2 adjoining rooms. My wife and daughter entered one of the rooms and there was someone already sleeping in there. She was shaken up. After going downstairs once again to front desk Iris didn't seem concerned by this mistake or even apologize. This is a serious safety issue. We could have been harmed. She kept typing things into the computer without even explaining what actions she was going to take to correct. Eventually she said she couldn't give us 2 Kings once again. She said she couldn't help us and would just cancel our reservation. I said no and she needed to help try to resolve. Then she said she would just call the non-emergency police line even though we did nothing to threaten anyone. The other desk clerk told her it was not necessary. I explained to her we were here with a large group for the youth soccer tournament. She didn't care. She then proceeded to talk about me in front of me to the maintenance employee. Staci then offered to help and suggested 2 kings that were not adjoining. This wasn't ideal since I didn't like being separated from my family but we took this option. Staci suggested working it out with manager in morning. Staci was helpful and trying to solve our problem but Iris didn't have any empathy and just wanted to get rid of us even though it was the hotel's fault. Iris needs to be retrained on customer service and customer empathy. Our group had other issues with this hotel as well including 4th floor smelling like ****, Doors not working on one hotel room where door had to be taken off, Being told by a worker not to let our teenagers be alone in hotel lobby as there were homeless people, and loud young guests drinking and smoking. Majority of our large group left the next morning due to all these problems. Discussed with manger the next morning (Ashley) and she was apologetic and did assist in finding us another hotel to move to. This was not what we expect from Marriott hotels.

This is at least my 3rd or 4th trip to San Antonio but my first stay outside of the downtown area. The location was selected to be near a work site. The hotel is typical of the Marriott chain with average offerings. The staff was very attentive and helpful. The hotel is struggling to have adequate housekeeping staff as my room wasn't cleaned until mid to late afternoon each day of a three night visit. Interviews of at least one prospective employee went on in the lobby while I was there. Having said that, my room was cleaned each day without exception. The area is difficult to get around and seems to be chopped up with an elevated highway and ramps nearby. It was hard to get to a Walmart behind the hotel without some serious navigation. All on all, a solid place without being exceptional.

That is a good choice for staying at the hotel for a convenient day

Bianca Sanchez, the Assistant General Manager of the Home 2 Suites By Hilton San Antonio Lackland Seaworld, is the finest manager that I have even dealt with in my 50 plus years of booking hotel reservations. Bianca is a kind, caring and competent manager who appreciates the customers that she serves through the day. Bianca strives to make your lodging experience pleasant and enjoyable so that you will continue to booking at her facility. The front desk staff consisting of Ricky, Janice and Sarah are also extremely pleasant and helpful. I would highly recommend this Hilton Home 2 Suites!

I was not happy with the amount of money paid for our stay. I am a DVC member and traded 144 points for two bedroom condo for family to stay at this place. We were located on the first floor 6351 in the corner. The unit would have been ok if we didn’t hear clanging all times of the night due old piping. Then it rained later that even only to find out gutters clanging noises. The hotel was unable to move us and only offered $200 voucher which had to be spent in 1 day. This is completely nonsense. We are inconvenienced and the only offer is $200? I preferred that they reimbursed my points and that wasn’t an offer. They had to know the unit had bad piping and to allow people to endure this inconvenience is crazy. The indoor/outdoor pool was great. Food expensive and would purchase elsewhere. The rooms appear dated and had an old feel to them. Smores event nice but expensive. They offer $5 and $20 packs. Better to get the $20 pack if for more than 1 person. Otter activities and each have a separate fee. We had a good time because of the pool.

This was an amazing stay there is something for everyone. The Wildflower Spa is a must relaxing massage and spent the day there. The cafe is as very good. The lounge was nice for adults the drinks were awesome not watered down the bartenders were very nice and helpful at Charlie’s long bar.