Holiday Inn Express & Suites San Antonio - Brooks City Base by IHG

My fiancée was there on a work trip earlier this month, and I contacted the property to ask for a quiet room where she’d feel safe and be able to rest. Alvita helped me right away, then continued supporting my fiancée throughout the trip, including when she had to work late in the lobby. She went well beyond what I’d expect from guest service. I’ve spent years in the industry, and moments like this set the standard. Alvita’s hospitality and guest care brought comfort to an otherwise stressful work trip. Thank you for everything. We look forward to staying there again.

The rest of the room was furnished well enough, but the shower and the blinds made it hard to get clean and then sleep without distractions. In Room 314, the shower head sat on a vertical sliding rail that only reached about 5 feet high. I expected unusual fixtures because it was listed as a “mobility” room, but I had to crouch like a catcher just to wash above my shoulders. I can’t imagine what disability that setup is meant to accommodate. The blackout blinds had no obvious physical controls. I eventually found an unmarked wall panel with six unlabeled buttons, but after trying every combination I could think of, I still couldn’t get the curtains to black out the room. Those are two basic things a hotel room needs to get right, or at least explain to guests in advance.

The staff were friendly and accommodating, and we liked the dining area. The kitchen and continental breakfast were good as well. But we had a bad room experience. When we arrived, there was a foul odor. We guessed the room hadn’t been aired out and the AC was off, so we asked for room spray. It helped temporarily, but the smell came back. Later we found dog food and what looked like an animal urine spot on the carpet. The room also seemed to be deteriorating. The tub was peeling and the walls needed touch-ups. We wouldn’t stay here again. We raised these issues with the manager, who helped as much as she could.

Mrs. Sonia has such great energy, and she’s wonderful at her job. Nobody has gone above and beyond for us the way she did. We’ll definitely return and hope to see you on our next stay. Thank you, Mrs. Sonia, for making it such a pleasure. God bless you and your family.