Best Western Sea World/Lackland AFB NW Hotel & Suites

The shower and carpet were dirty, with red spots on the carpet, and there were hairs and brown marks throughout the room. They hadn't even replaced the shampoo or conditioner.

The parking lot lighting was excellent. After driving eight hours because my dad had a stroke, I just wanted a clean tub and bed after the hospital. Instead, we walked in and found a roach on the bed. The place was disgusting, so we moved our things back to the truck and stayed at my dad's house. It was late, and after the day I'd had, I didn't want to argue about the room. I called the next morning and asked for the GM. When Addie got on the phone, I started explaining, but she interrupted to ask why I was only reporting it now after checking in Tuesday. She sounded angry that I mentioned the roach, without even finding out whether we'd stayed or what had happened. My daughter had taken a photo, and Addie asked to see it, saying they didn't have roaches. She never apologized or offered to move us during the call, and didn't take my number to follow up. Only after my daughter showed her the picture did she offer another room. By then I was booking somewhere clean online. I'm a GM at a quality Inn and wouldn't speak to a guest that way. Addie doesn't seem to have people skills, much less manager skills. Also, the white spray by breakfast is for conditioning waffle plates, not for eating. Breakfast looked days old. The hotel looks like a trap. I don't recommend it, wish I could give zero stars, and think all the staff need retraining. Do better, Best Western. Nothing best about this place.

This was our first time at this best western, and my family and I loved it. The location was great, close to lots of good spots nearby. Serenity, Raymond, and Lisa were incredibly helpful, knowledgeable, accommodating, and hospitable. We'll definitely come stay again!

The room and bathroom were a good size. The shower needs an upgrade: it looked like there might be mold, and the water temperature wasn't great. Staff called a plumber to check it out.