Holiday Inn & Suites San Antonio Northwest by IHG

Clean room, family & quiet

Value price for the area. However the pool was drained and not in service. The Keurig coffee maker was broken. How do I make Camomile tea at bedtime with a Keurig coffee maker? Throw those Keurig machines in the trash and just have a simple coffee maker. The smallest TV for a room I have had in 15 years of travel. The "Bar" in the lobby area was not open. Staff was excellent.

Nice place

100% confort

Very smooth check in and clean & safe place. Friendly staff

The only things I had issues with was the toilet not flushing correct and the tub filling up with water while I was showering. I don't like to be in dirty water that I've washed off my body. Besides that everything else was extremely exceptional.

Breakfast was convenient and decent. Two of the front desk staff members were extremely hospitable and professional.

Cigarette-Smelling Rooms & Health Hazards From the moment I checked in, the room reeked of cigarette smoke. I immediately reported it to the front desk, yet no room change was offered. Meanwhile, my parents (staying on the same floor) had the exact same issue and they were moved. The entire floor stank of cigarettes, and on top of that, mold was clearly visible on the ceilings. I have asthma and young children, so this was not only disgusting but a real health risk. Late Checkout Ignored I was granted a courtesy late checkout at 12:00 p.m., yet by 11:00 a.m. my key was deactivated and I was locked out of my own room. Completely unprofessional. Fraudulent $250 Charge & Rude Staff The day after checkout, I discovered a $250 charge on my account with no notice, email, or call. This “surprise” charge over drafted my account and caused additional bank fees. When I called the hotel, the representative (who refused to give her name or let me speak to the manager) accused me of smoking in the room, based on “ashes” they supposedly found. I requested a photo she stated she had so that I can see what she is talking about as I have never smoked. She refused to provide. Those “ashes” were actually crumbs from my daughter’s snack. After putting me on hold, she admitted they were crumbs, but instead of apologizing, she rudely said she’d not charge me for “cleaning the linens” Unbelievable. The $250 charge was eventually admitted to be their mistake, but I was told I’d have to wait 5–7 business days to get my own money back. False Advertising To top it off, the advertised restaurant, bar, and room service were closed the entire stay, none of this was disclosed at booking. Bottom Line: This hotel is dirty, dishonest, and run by rude, unprofessional staff who don’t take accountability for their mistakes. Between the cigarette stench, mold, unauthorized charges, and false advertising, I would strongly warn anyone considering this property to stay FAR away.