Best Western Plus Roland Inn & Suites
🏨 Hotels & Travel · San Antonio
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff refused extra blankets, room was not cleaned, and breakfast was poor.
Business reply on Google
Dear Abdul, Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet your expectations. We sincerely apologize for the service you received and regret that your interaction with our front desk left you feeling frustrated. Providing courteous and accommodating service is very important to us, and we will review your comments with our team. We're also sorry to hear about the inconvenience regarding the extra blanket, the condition of your room during your stay, the breakfast selection, and the availability of the ice machine. Your feedback is valuable and helps us identify areas where we need to improve. We appreciate you recognizing that the housekeeping issue may not have been the fault of your room attendant. We take all guest comments seriously and will use your feedback to help improve the experience we provide. We regret that we did not earn your confidence during this visit and wish you all the best in your future travels.
Non-functional EV charger, broken elevator, and poor customer service.
Business reply on Google
Thank you for taking the time to share your experience. We sincerely apologize for the frustration and disappointment you encountered. We regret that the EV charging station was not available and understand how important this amenity is for travelers who specifically choose a hotel based on charging access. We also apologize for the inconvenience caused by the elevator being out of service and the challenges this created after you had been assigned a room on a higher floor. Additionally, we are sorry to hear that your interaction with our front desk team did not provide the level of service and assistance you expected. We strive to make every guest feel welcomed and supported, especially when unexpected issues arise. Your feedback regarding the EV charging availability, elevator outage, and customer service has been shared with management for review. We understand why these issues led you to seek accommodations elsewhere, and we sincerely regret that we were unable to provide the experience you deserved. Thank you for bringing these concerns to our attention. We appreciate your feedback and will use it to improve our services moving forward.
Staff refused a refund and billed for an extra night.
Business reply on Google
Dear Dunsemi, Thank you for taking the time to share your feedback, and we’re very sorry to hear about your recent experience. We sincerely apologize for the frustration surrounding your stay extension, billing concerns, and especially the interaction you described at the front desk. Providing professional, respectful service is extremely important to us, and we regret that your experience did not reflect the standards we aim to uphold. We understand how upsetting this situation must have been, particularly as a returning business guest who had stayed with us frequently in the past. Your concerns regarding communication, professionalism, and the handling of your request have been shared with management for review. We truly value your past loyalty and are disappointed to hear we have lost your trust. Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and disappointment you experienced.
Room maintenance issues and unhelpful front desk staff
Business reply on Google
Hi Owen, Thank you for taking the time to share your detailed feedback, and especially for your loyalty over the past four years. We truly value returning guests like you, which makes it even more disappointing to hear that your recent stays have not reflected the positive experiences you previously had with us. We sincerely apologize for the issues you encountered, including the room condition, maintenance concerns, and the lack of timely follow-up after reporting them. We also regret hearing about your interaction at the front desk. Providing respectful, responsive service is a basic expectation, and we are sorry that this was not your experience. Your comments regarding the elevators, breakfast quality, and overall decline in standards are taken seriously. We are sharing your feedback with management so these concerns can be reviewed and addressed appropriately. We understand your frustration and appreciate your honesty. It is our hope that you might give us another opportunity in the future to restore your confidence in us and provide the level of stay you had come to expect. Sincerely Ana
dirty hotel rooms and threatening behavior from the front desk manager
Business reply on Google
We are very sorry to hear about your experience, and we sincerely apologize for the condition of your room and the interaction you described. This is absolutely not the standard of cleanliness or professionalism we strive to provide. Your concerns regarding the cleanliness of the bathroom are extremely troubling, and we are addressing this immediately with our housekeeping team to ensure it does not happen again. We are especially concerned about your comments regarding the front desk interaction. The behavior you described is unacceptable and is being taken very seriously. We are actively looking into this matter. We appreciate you bringing this to our attention and regret that we did not provide you with a safe and comfortable stay.
Hotel rooms were dirty with soiled linens and broken fixtures.
Business reply on Google
Dear Sam, Thank you for sharing your feedback. We are truly sorry to hear about your experience and sincerely apologize for the condition of the rooms you encountered. Soiled linens, torn sheets, and broken fixtures are not acceptable and do not reflect the standards we strive to provide. We are also very concerned to hear about the response you received when you raised these issues. That is certainly not the level of service or professionalism we expect from our team, and we apologize for the frustration this caused. Your comments have been shared with our management and housekeeping teams so we can review our cleaning procedures, room inspections, and guest service practices to ensure situations like this are handled properly and respectfully in the future. We regret that your stay did not meet expectations and appreciate you bringing these concerns to our attention. Sincerely, Ana
Room lock malfunction prevented access to essential life-saving medication
Poor customer service, uncomfortable beds, and noisy plumbing in room 216.
Business reply on Google
Dear GC Galindo, Thank you for taking the time to share your detailed feedback. We’re truly sorry to hear that your stay did not meet expectations and that this was your first experience with us. We sincerely apologize for the concerns you mentioned, including the comfort of the bed, the noise from the toilet in Room 216, and your interaction at the front desk. This is not the experience we want our guests to have. Your comments regarding customer service training, room maintenance, and breakfast variety have been shared with our management, housekeeping, and maintenance teams for immediate review and corrective action. While we’re glad our location near downtown was convenient, we regret that the overall experience led to lost sleep and disappointment. Your feedback is important and helps us identify where improvements are needed. Thank you again for bringing these matters to our attention. Warm regards Ana
insufficient staffing led to unclean rooms and missing bedding
Business reply on Google
Dear Nora, Thank you for taking the time to share your feedback. We sincerely apologize for the condition of your room upon arrival and for the inconvenience you experienced due to staffing limitations. Finding personal items left behind by a previous guest is unacceptable, and we understand how frustrating that must have been. We also regret the difficulty you encountered when requesting bedding for the pullout bed. This is not the level of service or cleanliness we aim to provide. Your comments have been shared with our housekeeping and management teams for immediate review so we can address staffing, room inspections, and service response times. We appreciate you acknowledging the room size, and we are truly sorry that the overall experience did not meet expectations. Thank you for bringing these issues to our attention, as they help us improve. Warm regards Ana
Room was not ready at check-in and was found dirty.
Room was dirty with inadequate supplies and poor amenities.
Business reply on Google
Dear Lexie, We’re very sorry to hear about your experience and the many issues you faced during your stay. This is not the standard we strive to provide, and we understand how frustrating it must have been, especially while traveling with children. Your feedback regarding cleanliness, amenities, and communication with the team is being taken seriously and will be reviewed with our staff to prevent this from happening again. We appreciate you bringing these concerns to our attention and regret that we did not meet your expectations. Sincerely, Ana Aleman
hotel room infested with roaches and unhelpful front desk staff
Business reply on Google
Hi Misty, We are truly sorry to hear about your experience. What you described does not reflect the level of service and cleanliness we strive to provide. Your feedback about the front desk interaction and the condition of your room is very concerning and has been escalated to our management team for immediate review. We are also investigating the issue you faced with the crib request and the billing concern to ensure this does not happen again. Guest comfort and trust are very important to us, and we regret that we fell short during your stay. Thank you for bringing this to our attention—we take it seriously and are committed to making the necessary improvements. Sincerely, Ana Aleman General Manager
hotel room infested with bed bugs and poor management response
Business reply on Google
Hi Moe, We are truly sorry to hear about your recent experience and that it did not meet your expectations. We take all reports of pests very seriously and follow strict protocols, including immediate inspections by licensed pest control professionals whenever a concern is raised. We understand how unsettling this situation must have been and regret that you felt dissatisfied with the resolution offered at the time. While our inspections did not confirm the presence of bed bugs in the room, we acknowledge your frustration and will review this matter internally to ensure our communication and service meet the highest hospitality standards. Our management team shall review the complaint raised and make the necessary amendments. We are truly sorry about the experience regarding your stay and shall do our best to resolve it. Sincerely, Bob
Staff member was rude and unprofessional when addressing a hotel mistake.
Business reply on Google
Hi David, Thank you for taking the time to share your experience. We are very sorry to hear about the interaction you described and the impression it left on you and your family. This is not the level of service we strive to provide, nor the standard we expect from any member of our team. Please accept our sincere apologies for the frustration and disappointment you experienced. We take concerns like yours very seriously and will be reviewing this situation internally to ensure it is addressed appropriately. Our goal is always to assist and support our guests, even when challenges arise, and we regret that you did not feel supported. Thank you again for your feedback — it helps us improve, and we hope to have the chance to restore your trust in us in the future. Sincerely, Ana
Staff provided poor customer service and lacked accountability regarding check-in…
Business reply on Google
Dear Edward, Thank you for sharing your detailed feedback. We’re truly sorry to hear that your recent experience with us did not meet expectations, particularly regarding the handling of your early check-in request and the level of service you received. At Best Western Plus Roland Inn and Suites, we aim to treat every guest with care, empathy, and respect — and it’s clear from your experience that we fell short in making you feel valued. While early check-in is subject to availability, how we communicate and support guests through such requests is just as important, and we regret that this was not handled more helpfully from the start. We appreciate your recognition of Jose’s professionalism and are taking your comments seriously to address team communication and accountability across all levels. Your feedback is a reminder that good service isn’t just about what we can or can’t do — it’s about how we make guests feel in the process. We hope you’ll consider giving us another chance in the future to provide you with the hospitality and service you deserve. Sincerely, Ana Aleman General Manager
The hotel room was infested with cockroaches and ants.
hotel room had bed bugs and management refused a refund
Business reply on Google
Dear Jacqueline, Thank you for taking the time to share your experience with us. We deeply apologize for the distress and discomfort you and your daughter encountered during your stay. The issues you’ve described are absolutely unacceptable, and we understand how upsetting this situation must have been for you. Your feedback is being taken very seriously. We are immediately conducting a thorough investigation of the room and the circumstances surrounding your stay. We are committed to maintaining the highest standards of cleanliness and guest safety, and we sincerely regret that we failed to meet those standards during your visit. Please rest assured that we will address this with our team to prevent any similar incidents in the future. Sincerely, Ana Aleman Best Western Plus Roland Inn and Suites
Hotel room was dirty and management was unresponsive to complaints.
Business reply on Google
Hi Jessica, Thank you for taking the time to share your detailed feedback. I’m deeply sorry to hear about the issues you encountered during your stay and the service shortcomings you experienced. It’s unacceptable that your room was not cleaned properly and that you faced difficulties with getting the necessary assistance. I also apologize for the inconvenience caused by the lack of communication and availability of the General Manager. I will personally address these concerns with our team to ensure that such issues are resolved and do not happen again. Your experience does not reflect our standards, and I’m grateful you brought these matters to our attention. We value your feedback and are committed to improving our services. Thank you for giving us the opportunity to make this right. Sincerely, Bob
Hotel had security issues, humidity, and unreliable water supply.
Business reply on Google
Dear Salone, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Ana Aleman General Manager Best Western Plus Roland Inn & Suites
hotel rooms contained mold and common areas had pest issues
Business reply on Google
Hi Maria, I sincerely apologize for the inconvenience you experienced during your stay at our property. We have taken note of your feedback and shall work to rectify the shortcomings. Once again please accept my apologies. Best regards, Ana Aleman General Manager Best Western Plus Roland Inn and Suites