Residence Inn by Marriott San Antonio SeaWorld / Lackland

Quite and extremely roomy

NA

The customer service was outstanding. Everyone went out of their way to accommodate our family. Roxanne was a rock star handling our very large group. Special thanks to her. Made our stay so much better.

Just before 1am on Sunday December 29th, 2024, the fire alarm sounded throughout the building. I was gathering my 4 year old up and on my way out the door when the alarm stopped. My husband is a Fire Marshal and wanted to go down to make sure everything was ok since according to him it is not standard for a fire alarm to sound for approximately one minute and then just cease without the fire department being dispatched. Upon arriving downstairs, my husband was met with a frazzled employee who admitted to my husband that she was the lone staff member in the entire hotel and that she herself had turned off the fire alarm WITHOUT CHECKING TO SEE IF THERE WAS A FIRE IN THE BUILDING AND WITHOUT CALLING 911. Basically she just turned it off with zero regard to public safety. My husband made the call to San Antonio Fire Department assuming that the alarm company had called which is standard policy any time the fire alarm rings. This is when he found out that the fire alarm company had not reported the alarm and had he not called, no one likely would have since the ONLY employee at the hotel turned off the alarm and failed to make that call herself. After looking at the panel, my husband surmised it said 315 which appears to be a storage room directly across the hall from our room. Had there been an actual fire in that room and my husband not have been a Fire Marshal who was proactive about the safety of his family and those in the building, this would have been a completely different situation with the possibility of families perishing in a fire because one employee thought she knew better than to follow fire protocol. People would have assumed everything was fine because the alarm went off and went back to sleep with an active fire and never have known. While I am very thankful everyone was safe and there was no fire, she had no way to know that before turning off the fire alarm for the entire building including those of us who were across the hall from the potential fire. This is extreme negligence and I am very shaken up by this entire experience. I want to be clear I am not upset at the fire alarm waking us up as I welcome safety features. I am however very upset at the egregious lack of protocol and lack of care for personal safety. Our entire stay was quite frankly lacking between the lack of availability for clean towels, the numerous maintenance issues in the room including toilets that whistled all day and night, freezers that were so loud they woke us up, fixtures coming off the wall, rooms that hadn’t been cleaned properly as we found effects of other guests in the room, elevators out of service, lack of even basic breakfast such as oatmeal, numerous incidents where police needed to be called to the hotel for guests, etc however I was letting that all go because it’s the holidays, it’s busy, and I could see staff was trying. What I cannot do is let go a safety issue of this magnitude. This is dangerous and if this isn’t remedied, something much worse will happen at this property. Their night employee is not equipped to handle this and admitted to us on more than one occasion that she was overwhelmed, couldn’t handle the hotel alone, and needed help. This was terrifying and no one at the property or Marriott is taking this seriously. I am putting out this warning so that you can all avoid this property as it is quite frankly just a safety issue waiting to happen.

Everything was so easy & efficient from check-in to check-out. Reception was helpful, extremely friendly & efficient throughout check-in & later on in the evening when we needed assistance for a broken glass out on the patio. The studio room was amazing with more than enough space for us & a great layout that was perfect for the 3 of us that were staying there. The price was comparable to other locations close by. While it was close to the highway (410) & shopping/entertainment, etc., it was surprisingly quiet in the courtyard/patio area which of course transferred to the room being quiet as well. We will definitely be back!

Enjoyed

The hotel was happy to take my money but failed to provide the room I booked for my family of 5. Instead of 2 beds and a pullout sofa they gave me a 1 bed room, for 5 people including an infant. And of course overbooked and offered absolutely nothing for a lifetime Gold Membership from Marriott... now i need to fight rhem to get my money back.

Great customer service and excellent staff

I read a review where a family lost their 2 bedroom reservation, and we almost did too. They said they tried calling? Anyhow, broken elevator, 2 bedrooms with less beds, breakfast was ok. I wouldn't say 5 Star, but because it was comfy, we enjoyed it and wouldn't mind returning. Right next to couple restaurants and a cinema too. Halfway to sea world and riverwalk reason we got it, wasn't a bad idea. Do we get a discount for honesty? LOL