Hampton Inn San Antonio Stone Oak

It took 20 minutes to check in despite three employees being at the desk and no line. That set the tone for a stay that was a complete mess. I don't understand how Hilton lets this property use the Hampton Inn name. The first room was dirty, so we had to return to the desk and ask for another. The next one wasn't any better. The mattress was so worn we could feel the springs, and there were no towels. After my third trip to the front desk, I was told they needed to find a room that already had towels because the laundry had no clean ones. Poor management, staff who don't seem trained, dirty rooms, and no accountability. This place makes a Motel 6 seem like a luxury hotel. Don't book here. There are much better options.

We checked out early on our last day and went elsewhere for coffee and meals. The hotel was a letdown, and we won't return. We use Hampton Inn often and know what to expect from the brand, but this property felt neglected and understaffed. That affected service, cleanliness, and the overall stay. The room still hadn't been cleaned when we checked in around 5:30 PM. Somehow our stay had been marked as a no-show, and I had to ask staff to fix it. The lobby desk was unattended several times when I arrived. The snack area was empty, hot breakfast items weren't reliably replenished, juices were missing, the coffee was lukewarm, and all the tables were dirty. Staff weren't in uniform and could have been mistaken for guests. The person in the food area was loudly arguing with what seemed to be a girlfriend, making it uncomfortable to eat or relax. Two fitness center machines were out of order, and the gym's water dispenser was empty. The laundry room wasn't working, parts of the hallway smelled like marijuana smoke, and an exterior side door was missing, which concerned me as a security issue. I hope the hotel turns things around for future guests, but this was far below the standards I associate with Hilton and Hampton Inn.

We stayed almost a week because the price was decent, and it was the worst hotel stay I've ever had. This is a Hilton property, and I want the owner to apologize and refund my money. Two mornings, nobody showed up at the front desk, or nobody had been there all night, so there was no breakfast and no coffee made. The elevators were painfully slow, and people were taking the stairs, including us. The hotel was dirty. The bed had stains, the tub and shower were coated in gunk and hard water stains, and the large shampoo and body wash containers hadn't been refilled in ages. The hallways smelled like pot. The sheets were poor quality and so worn that the fitted sheet came off all four corners.

We were in town for a funeral, and the whole stay was marked by poor communication and service. The next morning, the kitchen had no electricity, so there was no breakfast. Nobody at the desk explained what was going on. Other guests had to tell us. At check-in, the computers were down. I stood in the lobby for 20 minutes without being acknowledged. Three employees were at the front desk, and there were three people ahead of me, but nobody looked up to apologize or explain the computer problem. I left for dinner and came back to learn that the accessible room I'd prepaid for had already been given away. Instead, we were put on the second floor and had to share a bed with my elderly aunt. Once we got to the room, the toilet kept running. I tried to fix it myself several times, then called the desk and got no answer. I walked down to explain both the toilet problem and that we were in a room we shouldn't have been assigned. No one came up, called, or did anything about it. It was a terrible experience.