Best Western Plus Elmendorf Hotel

Our 2022 Ford F350 was stolen from the parking lot after we stayed one night. The lot cameras aren't good quality, there is no security guard, and police told us vehicles are stolen there all the time. I booked three rooms for my family based on the good online reviews, but now I don't believe them. This place felt nasty and unsafe. Do not stay here.

My husband and I had stayed here at least once a month for the past three months. On this reservation, the first night was fine, but the next night someone broke into our truck. I understand from my own experience running hotels that they're not liable for personal damage in the parking lot. Still, we asked the receptionist to ask management to check the cameras so we could file a police report. We were parked right in front of one, and she said only management could access the footage. The lack of empathy was awful. We replaced the window and came back, and the manager was already there but said nothing. We'd paid cash at check-in, so there was no refund coming. I'm not staying here again.

About 32 other people and I won't give this hotel another chance unless Candace is working there. We've stayed for years, but not anymore. It seems you shouldn't have gotten rid of Candace. Since she left, the hotel has gone downhill badly and lost a lot of customers. She was the only person there with good customer service skills, and she was always willing to go above and beyond to make our stays the best.

I used to like staying here whenever we'd come to San Antonio. My husband went in November and told me it isn't the same place anymore. I spoke with the people there, so I don't think management has changed. Hopefully they'll give everyone better service, since people seem to feel it's not as good as it used to be. I don't know what's going on, but I still like the place myself.