Home2 Suites by Hilton San Antonio Lackland/Sea World, TX

The room was great, but the night was a mess. After we settled in, a siren kept sounding on and off, and we barely slept. I tried calling the front desk without getting help. We arrived around 9 p.m. on Easter Sunday, and Sara, the young woman who checked us in, seemed to be having a bad day. Her attitude and manner were unprofessional. The next morning, when I mentioned the alarm, the woman at the desk brushed me off. I’ve also tried reaching Sam Graham (Gm), but he’s been unavailable. This is a lovely property, but the staff need retraining. I’d like someone to contact me so we can discuss what happened and help prevent other guests from having the same experience. We left very unhappy.

A second receptionist later listened, apologized, and even asked her manager whether the extra night I’d paid for could be discounted. I appreciated her trying to help. The first receptionist showed no empathy at all, even though I was polite, exhausted, and standing in the freezing cold with a reservation already in place. I was in town for Lackland Afb BMT Graduation and arrived at 2 a.m. on Dec. 30. Before my Dec. 30-Jan. 2 reservation, I called three times to ask about checking in early. Each time I was told to ask when I arrived and that I could come in early if a room was available. At the desk, the receptionist said guests from Dec. 29 were still expected and nothing was available. Graduation began at 6 a.m., so waiting until 3 p.m. would leave me without the two hours of sleep, shower, and time to get dressed that I needed. I asked for a refund, but because I’d booked through Expedia, she sent me to them. Getting money back through a third party is a hassle. I went back and offered to pay for the previous night, Dec. 29. She rushed to the computer, which made me feel she could have simply explained the early check-in fee from the start. I felt she’d lied about availability and turned me away without trying to understand. Had I been shouting or unreasonable, I could understand not wanting to help, but I was calm and courteous.

The room needs some attention: the refrigerator was dirty, the face towels had hair from a previous guest, and the pillows don’t look like they belong in the Hilton line. The coffee station was messy and disorganized, and the coffee and tea were cold shortly after I checked in. Still, my 6 p.m. check-in was quick and well organized. Carol handled it professionally and clearly knows her job. Fair is fair, it’s a great place overall, though it could use a little improvement.

Breakfast was amazing, and the lobby felt clean and welcoming. My family had a comfortable, relaxing stay. Big thumbs up to the kitchen staff. I’d recommend this hotel anytime.