SpringHill Suites by Marriott San Antonio NW at The Rim

The elevator incident was terrifying. On our second night, my boys and I got stuck inside, and it felt like it could drop at any moment. I was so shaken I felt physically sick afterward. When I called the front desk, the woman there brushed it off and only said the elevator had been “calibrated.” There was no concern or empathy. That came after we found a urine stain on the kids’ bed in our first room, which was disgusting and completely unacceptable. Between that, the elevator, and the rude service, this was the worst hotel stay we’ve ever had. We’ll never come back, and I wouldn’t recommend it, especially to families with children.

We were in town for a wedding, and the hotel was also conveniently close to Fiesta Texas. The room was clean and nice, and everyone we dealt with, from the front desk to the café and housekeeping, was great. I left my favorite pillow behind, and they kept it for me at the front desk. Great hotel.

The property itself was fine, but getting checked in took around 20 minutes even though our room was ready. We were traveling with two infants and clearly tired, yet the receptionist, James, kept making small talk and even held onto the keys instead of giving them to us. Some awareness of the situation would’ve helped. Expect delays at the front desk if you stay here.

I used to count on this hotel because it was clean and the service was good. This time the feel was less professional, and at breakfast some guests were walking around in blankets, which made the place seem pretty unpolished. The restroom had obvious damage on the shower and wall that needed repair. At about $200 a night, I expected better. It’s disappointing to see a place that used to be reliable fall off like this. I may have to find somewhere else.