I seriously have no idea how this hotel got good reviews
20/02/2017 Rebecca A,
I am here now awake at 4am because the alarm clock won't quit making noises even after being unplugged. When we checked in the lady at the desk said she wasn't sure if she was giving us a room with t... more
I am here now awake at 4am because the alarm clock won't quit making noises even after being unplugged. When we checked in the lady at the desk said she wasn't sure if she was giving us a room with the broken sofa or not??!! but if so, let her know. We head towards the elevator and it kept buzzing like someone was holding it up and we continued to wait for it only to find a staff member on it mopping and he proceeds to tell us someone just threw up on it. Please don't tell me that. Just clean it up and let me think it's a clean hotel. So we drug our three children up to the fourth floor only to discover, broken sofa. So they change our room and we are told they hope this one works because this is their last room??!! And they asked do we really need it??!! 5 people 2 beds, yes we need it. So after we get our children settled in to bed, a storm comes through and the power goes off! I have never known a hotel to loose power. Only shortly, but long enough to trip something to cause the fire alarm to go off but -only on our floor?? LOUD AND NON STOP! So I had to drag my sleeping children down stairs to the lobby. Nobody kept us informed of what was happening. The staff didn't even know it was going off. So we sit in the lobby and keep checking until we hear it stop. Never being updated or told that everything was safe we could return to our rooms. The road noise is terrible being too close to the highway and we heard sirens loudly blaring outside our window several times. The people above us sound like elephants. And the distance to the river walk and Alamo is just obnoxiously a bit too far and dangerous with young children. We will never stay here again nor recommend this hotel. I hope the breakfast is at least good in the morning. . . But my hopes aren't real high. less
Tony V, General Manager at BEST WESTERN PLUS Sunset Suites-Riverwalk, responded to this review
Dear Rebecca, I'm horrified. Please accept my sincere apologies. Your feedback states you were at the hotel at time of posting, I would have loved to have spoken with you to make sure we took care of all the issues. The storm you referred to was on the news with multiple tornadoes in San Antonio, luckily no one was hurt, although we did experience an inconvenience with the lights and alarms until the power was restored. As I said earlier, your experience is not what we would want for our guests and given the chance we will restore your confidence in us again.