Home2 Suites by Hilton San Antonio North-Stone Oak, TX

I was charged for a night in a room I never entered. I never got a key, accessed the room, or used hotel services. The initial card authorization disappeared, but a one-night charge later appeared anyway. Management hasn’t contacted me or returned my message, despite the Diamond Desk opening an incident report and saying the hotel would get in touch within three days. I waited the full three days before writing this, and had also tried to reach management about the charge and how the situation was handled. This followed a 13-hour drive, after which I had to find another hotel late at night. I had completed app check-in and been assigned a room, but the Digital Key never came through. I’m a Hilton Honors Diamond Member with more than 250 nights at Hilton properties across 25 states. Hilton’s promoted Digital Key is one reason I stay loyal, since it lets guests skip the desk and go straight to their room. I called the desk and politely asked for the key. The agent said I had to come inside to finish check-in. I explained that I was a Diamond Member, had checked in on the app, and was exhausted. The agent hung up. I called again and was disconnected a second time. I then asked the Hilton Diamond Desk for help. Their representative contacted the property and requested that they finish my check-in and issue the key, but the hotel refused. I was told to come to the desk with ID and the physical Hilton Honors credit card used for the booking, then insert it into the payment terminal. I explained that I only had the digital version in Samsung Wallet, but they still insisted on the physical card. The Diamond Desk canceled the reservation because the property wouldn’t honor my app check-in or give me access, and assured me I wouldn’t be charged. I confirmed the cancellation in my Hilton app. I travel extensively for work and have had same-day cancellations before without being charged in similar situations. The hotel refused the accommodations I’d booked, wouldn’t complete check-in even after the Diamond Desk intervened, didn’t follow up after the incident report, and charged me for a room I never occupied. I can’t recommend it based on this experience. If management resolves this, returns my call, and refunds the charge, I’ll gladly update my review.

We have family just around the corner, so the location works really well for us, and we’ll be back. The lobby’s Christmas touches were lovely, especially the gift-wrapping station, which came in handy. Our toddler and infant grandsons had room to spread out, and the two-year-old loved the little bed made up for him on the couch. The kitchenette, cabinets, and counters were especially useful with kids, including the ones at diaper-changing height. The beds were comfortable, the room was clean, and the employees were kind and welcoming. Gloria at check-in was exceptional. When we reported that the garbage disposal was out and the TV wouldn’t get past its user agreement screen, both were fixed right away. A few things weren’t ideal: the side entrance had a faint pot smell, which I assume came from people smoking outside, the kitchen sink clogged because the disposal wouldn’t start, and the TV initially wouldn’t work. Still, we’ll stay here again.

The room has plenty of space and a fridge, microwave, sink, desk, and sofabed. The pillows were comfortable, though the bed itself wasn’t the best. I also found an insect in the bathroom, and the shower pressure kept shifting between strong and weak. At check-in I was told checkout was 11 a.m., even though I’d paid for a late checkout. I had to point that out before they checked and confirmed I could stay until 2 p.m. I wasn’t told that the two free water bottles had to be requested downstairs either. I only learned that from my dad. Breakfast is basic, with bagels, cereal, premade egg patties, waffles, and some fruit. It’s fine, nothing special. The hotel looks nice and has good ratings, and being dog-friendly is convenient. It wasn’t a bad stay, but service, cleanliness, and communication could be better.

The room was much larger than I expected, spotless, modern, and well maintained. I especially liked the full kitchenette, which made a multi-night stay feel easy and comfortable. The bed was comfortable, the shower pressure was great, and there were plenty of outlets, good lighting, and smart storage. Staff were welcoming, professional, and genuinely helpful from check-in on. I had a great stay at Home2 Suites by Hilton and would book it again.