We are locals who booked two night stay and ended up checking out within 1 hour of checking in.
We had a two night gift certificate (for king/queen room) that we won at a charity silent auction. I called the front desk to book the stay and asked if we could pay additional charge for upgrading to a one-bedroom suite. The girl taking the reservation said not a problem - for an additional $159 we could do that - so I agreed and booked. Two days before checking in I called the hotel to confirm our reservation of the one-bedroom suite and was told they had us in the system. When we checked in that afternoon, the girl at the front desk was very nice and upon giving her my 2 night certificate, i mentioned that we has booked a one-bedroom suite for the additional charge and she said the room was ready.
We got to the room and opened the door and were shocked to find a small (and I mean small) room with a king bed and a small chair jammed in the corner - there was no living area, just the small room (this seemed to be a bedroom for one of the suites - not a complete one-bedroom suite or even a studio suite). I called the front desk and let them know there might have been a missunderstanding - she assured me this was a suite that we booked.
We ended up going back down to the front desk and asked again if there was an actual suite she could move us to and she said she was extremely busy with other check-ins and we would have to wait - well we didn't - it was clear there was no way we were going to get any help and we asked to just check out and we'd use the certificate another time - she was not to busy to give the certificate back and send us on our way.
I will try and set this up again later in the summer - but don't expect much better - however, as I said, we were willing and actually were going to pay for the upgraded suite from our free certificate - that's not the issue, the issue is, we were going to pay $159 (plus our cert. worth $100) - but not for a small king room.
We went just down the street to the Hotel Indigo Riverwalk and easily booked a King Studio Suite (corner extra large room) for the same rate $159!!
I know this review won't matter to most who are coming to San Antonio for business or vacation - just remember for those who are booking a suite or studio suite - be sure to have a back-up plan.
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