We arrived and the hotel was nice and clean, front desk staff was great upon check in. We requested extra towels and pillows which we did not receive. We stayed in a suite with king size bedroom and pull out couch in the living area. I went to the front desk to request bedding for the pull out couch. After returning to the room I realized they gave me only one pillow. My husband went down and requested another one. The woman at the front desk was rude and said didn’t I just give you one? My husband explained that our two daughters can not share a pillow. She huffed about it and came back with a pillow and said you can only have one more. We got the bed made up and the children went to bed, when we realized the toilet was not working properly. The toilet would not flush waste, only water then the water would come back up. We explained to the gentleman at the front desk the situation he handed me a plunger and told me he wasn’t a plumber. When we went out the next morning I stopped at the front desk to inform them the plunger was not fixing the situation. The woman at the desk was really nice and said she would send someone to take a a look at it. We went to the river walk which isn’t too far from the hotel, and returned later that night. The plunger was gone so we assumed the situation with the toilet had been resolved. Not only was the issue not fixed, now the toilet was leaking water also. I threw a towel down to avoid slipping and on our way out the next morning I informed the worker at the front desk about the toilet now leaking. We returned a few hours later and the plunger was back the toilet was working fine problem resolved. Now my only issue was house keeping had not stopped in to clean, empty trash or refresh the towels. Thankfully we brought our own towels for the pool or we wouldn’t have had any. The do not disturb sign was not out at all so that wasn’t not the reason for them not to clean.
The pool is nice but cold, it was great to hang out at night after a long day out. Breakfast was good I was a little disappointed to they didn’t have a lactose free option like other Best Western locations. The orange juice was amazing, and I am a picky person when it comes to orange juice. The fitness room looked great but I didn’t have a chance to use it, they have a laundry room also which is good if you need to use it. Over all it was a nice place, 2 employees came across as rude or irritated but the rest were great.
The hotel is in a great location for our needs, we were able to visit friends in Boerne and take several trips to San Antonio easy on and off for I-10 less
BOB P, Owner at Best Western Boerne Inn & Suites, responded to this review
Dear Aflyte: Thank you for your review of your stay with us. I offer my sincerest apology for the issues you encountered during your stay. I was the one that "fixed" the toilet the first time and am sorry that it did not work when you returned since I flushed it multiple times and it seemed to work. We will discuss our expectations for customer service with our front desk staff to ensure issues such as yours do not reoccur and do the same with the housekeeping staff. I am sorry our new breakfast attendant was not aware that we do carry non-dairy products for breakfast upon request. Please let me assure you your experience was not typical and that we are committed to providing only the highest level of service and hospitality.