Rated 2 out of 5 by Sunshine89 Stay at the Four Points instead
This property fell short of my expectations. The Four Points down the street is more comfortable and less expensive. Unfortunately, I was placed in an accessible room. When I used the shower, it completely flooded the whole room and out to the carpet area. Disgusting! In addition, the air condition unit was extremely noisy. Further, there were individuals soliciting guests trying to sell iPads in the lobby right next to the front desk with the front desk employees watching them- a little strange.
January 26, 2015
Rated 3 out of 5 by Longhorn512 Great Facility, Problem Resolution Needs Help
I am the Front Office Manager of a small hotel so I tend to look at things from an insiders point of view. I can appreciate great service, which this hotel definitely offers, but I can also point out certain opportunities for improvement to help those hotels I visit and so I can use as a learning experience in my own professional life as well.
I recently set up a wedding group at this hotel for my family's accommodations. Their Sales Manager, Joseph Kennedy, was extremely helpful throughout the entire process and immediately addressed any and all concerns that came up, even allowing for more time to get all of our reservations in. I experienced a couple of issues when trying to create 4 room reservations that I would be paying for and an account with the Starwood Preferred Guest program. Instead of my name, my account was created with a different name (I still get emails with the wrong name). I spent 45 minutes when I called central res trying to fix the name on my account and the names on the rooms. When I called the next day (I wasn't confident the problem had been solved) my suspicions were confirmed. It took the lady 5 minutes to fix what the previous person attempted for 45 minutes to fix (on reservations, not SPG account).
I sent a credit card authorization to the hotel with the names of the occupants and payment info so rooms would be paid for. There was an additional room reservation created and charged to my uncle when he came to check in. We ended up using the 4 rooms that were needed but I was charged for the additional 5th room that went unoccupied. The Assistant GM, Ruby, was very willing to help me resolve this issue and stated I would be refunded if the room went unused. It would have been as easy as confirming with the housekeeping manager. I was later informed that all rooms were reported to have been used. I reconfirmed with my family whom insisted only 4 were used. I was informed they reconfirmed with housekeeping and would not provide a refund. I then insisted they audit the door lock (gives info on dates, times and by whom the room was accessed) which Ruby was happy to do. I received word a couple of days later that nobody had accessed the room and I would be receiving a refund. There was no acknowledgement of the mistakes made nor any sort of apology for the inconvenience. Had I not known that there are more options to confirm whether a mistake had been made, I would have been stuck paying for a room that we didn't use. Ultimately the billing issue was resolved and I am grateful for it, but simply acknowledging a mistake and apologizing for it would have restored my faith in management of this property.
January 23, 2015
Rated 2 out of 5 by DC101 Cheap and moldy, Uncomfortable Beds
This is my second stay at this hotel. The first visit was last month and I left with a very painful back due to the mattress not being of high quality and literally you are sleeping on a flat piece of wood. Additionally, there was a large amount of mold in the shower. There is no privacy at all, and I didn't receive any perks or appreciation as a SPG Gold Member. I was told I needed to pay for a water when asking for water. My bed was never made, the towels never replaced, when asked for the room to be serviced, it wasn't…
I attempted to go for a second visit last week. Staff is kind and thoughtful at check in, when leaving day to for my work day at the base hospital-- I took the do not disturb sign off the door around 11:30 AM, told the front desk associate to ensure the room was serviced and cleaned. When I arrived later that evening around 9 PM, the room was in the same condition, not serviced, as well-- The cleaning lady (physically met her when leaving and said good morning) took the tag for do not disturb off the counter where I left it and placed it back on the door as if it was left there and she wouldn't have to clean the room. This is insane, very unprofessional and over the top-- not once, but twice on two separate trips this happens. As for the bed, it was the same uncomfortable bed, the mold was evident in the showers, and the privacy isn't the best outside the windows. I believe this is not a SPG quality.. I felt no royalty to the program, in addition-- I did receive a free coffee or water voucher this trip which was appreciated. However-- I find this hotel not to be a good place to stay moving forward until the management can clean the showers with bleach, scrub off the mold. Clean off the dust that is everywhere on top of surfaces that are not touched but possibly once a year for the cleaning staff is evidently lazy and complacent, and the level of quality of the beds is that of the heavenly experience in other brands shared in my travels with the SPG market. Very disappointed.
November 10, 2014
Rated 2 out of 5 by Mrtravel28 As Platinum I'd look elsewhere next time
Had two nights, two rooms booked. As a platinum I asked for breakfast for amenity but had to call corporate SPG to provide the front desk with the info that Platinum members actually receive breakfast as welcome amenity for each day of their stay. Both rooms were on the completely opposite side. One of the rooms didn't have a phone so connecting with my party meant a walk across the hotel every time I needed to speak to my business partners. When I brought this up to the front desk they didn't have a solution. Was given points in compensation but phone would have been better. Even the most basic motels have phones in the room and as a platinum member I find it unacceptable. I should have known better than to stay at an aloft.
August 6, 2013
Rated 5 out of 5 by Iroc65 Great Hotel, Location & Value
I recently stayed at this San Antonio Aloft hotel and was so delighted by the wonderful staff and atmosphere. It's trendy, upbeat, relaxing and location was close to any possible restaurant and mall you could desire. The staff was very welcoming and ready to assist you in any way. The Aloft and Starwood Preferred guest rates were so amazing that would fit anyone's budget. The outdoor grounds are amazingly comfortable with loungers and seating areas throughout the premise. The outdoor fire pit was so nice and we randomly met other people also enjoying their stay.
In addition to the outdoor area exceeding our expectations, the security of the Aloft is second to none. Security codes and personnel were always reassuring to us. The rooms were comfortable, nice size and design, and very quiet. I hope you choose to enjoy the Aloft Hotel in San Antonio as we did!!
May 4, 2012
Rated 2 out of 5 by TDC12 Wonderful staff doesn't trump filthy rooms
If you like a clean room without stained carpets and furniture and long strands of black hair, then stay elsewhere when traveling to San Antonio. I don't know how old the property is but my room looked like the aftermath of a fraternity party over a long weekend. It just felt filthy.
Nothing I could have said to staff would have improved it short of remodeling the room.
I did have a very positive experience with staff. They were friendly, fun, and very helpful.
I've stayed in other Aloft properties and enjoyed them. This one was a miss.
December 5, 2014
Rated 5 out of 5 by SPG1021 BEST SAN ANTONIO AIRPORT HOTEL
Great place to relax & unwind, if traveling, huge rooms & beds very comfortable. Has a bar & pool tables, & all the usual things that come with a hotel, pool, gym laundry. Stayed a couple nights here then extended for two weeks. Rooms are quiet, cant hear the neighbor under above or to the side of you. Beds are very big to accommodate even a taller person, comfortable & clean. Walking distance to restaurants & things like the mall, movies, bar or clubs. Very nice for the price. Ruby at the aloha desk is byfar the best Hospitality Employee ive encountered.
July 26, 2014
Rated 5 out of 5 by Dallas1771 The BEST place to stay for everyday travel
Being a consultant and traveling often, this place is a phenomenal choice for anyone traveling on a budget. The front desk staff is always cheerful, interactive and eager to serve your needs. The service staff have always greeted me in the hallways and asked if there was anything I needed. I am a well-established SPG member and have stayed at many of their hotels around the world. This place exemplifies what SPG is all about and what a hotel experience should be. There may be slightly cheaper options out there, but the extra money is well spent.
November 25, 2013