Best Western Plus San Antonio East 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
The hotel room and hallway were dirty and poorly maintained.
Business reply on Google
We sincerely apologize that your stay did not meet your expectations. Cleanliness is a top priority for us, and we are disappointed to hear about your experience. Your comments have been shared with our team for immediate review. We appreciate your feedback and wish you had brought these concerns to our attention during your stay so we could have had the opportunity to address them. Safe travels and all the best.
Hotel room was dirty and staff refused to change soiled linens.
Business reply on Google
We would like to clarify that the sheets in your room were changed; however due to the spill that was not reposted at the time, the mattress became wet and affected the replacement bedding. Guest are encouraged to report issues as they occur so we can address them immediately. The visit to the room was intended to explain this and assist, not to be discourteous. We stand by our housekeeping standards as that is our top priority. We wish you the best in your future travels.
Hotel has maintenance issues, noise, and poor staff service.
Business reply on Google
We're sorry to hear that your stay did not meet your expectations. Our hotels location is clearly shown on all booking platforms, and while we understand freeway proximity may not be ideal for every guest, many choose our property specifically for it's convenient access. Concerns brought to our attention during a stay are addressed as promptly as possible, and we regret that the lighting issues required follow-up. We take cleanliness seriously and will review your comments with our team. Our Policies such as dine-in service and food safety guidelines are in place for all guest, and our staff is trained to enforce them consistently and respectfully. Our spa rooms, bedding configurations, and streaming services are accurately described online, and we encourage guest to review these details prior to booking to unsure the room type fits their needs. We appreciate your feedback and wish you the best in your future travels.
The hotel is dirty, poorly maintained, and suffers from noise issues.
Business reply on Google
We're truly sorry to hear that your stay didn't meet your expectations. Cleanliness, comfort and a restful night's sleep are very important to us, and we're disappointed to learn that we fell short during your visit. We are currently reviewing the concerns you mentioned, including cleanliness, maintenance and noise levels, to ensure these issues are addressed genuinely appreciate you bringing the to our attention.
Hotel staff allegedly took personal property and breached guest confidentiality.
Business reply on Google
We are genuinely sorry to hear that your recent stay with us did not meet your expectations. Please know that we take all guest concerns seriously and your experience does not reflect the level of service we aim to provide. We understand how frustrating and disappointing it is to leave behind a personal item and not be able to retrieve it. Our team is trained to report found items immediately, and we always strive to contact guests when something is left behind. In this case, we regret that communication may have fallen short. We would like to clarify that our manager did attempt to reach the housekeeper and did review the situation with you directly. As a result of your feedback, we are actively reviewing and updating our policies to ensure better handling of forgotten items moving forward. Our maintenance team has since addressed the problem with the bathroom fixture, and we are taking steps to ensure all guest rooms meet the standards our guests rightly expect. While we’re sorry to hear you won’t be returning, we do appreciate your feedback as it helps us improve.
Loud HVAC system and lack of staff presence during the night.
Front desk clerk was disrespectful and rude to a guest.
Business reply on Google
Mr. Reed, we are sorry that we did not meet your expectations during your stay. Unfortunately after your guest had being in and out of the public restroom most of the morning our front desk had to knock when others tried to use it, and was worried when they heard screams from inside stating that your guest was sick in there. Your personal feedback is valuable to the changes we make to provide the best services.
Hotel room had broken toilet, uncomfortable mattress, and faulty air conditioning.
Business reply on Google
"I am sorry we have not met or exceeded your expectations like we hope to with all of our guests. We want all of our guests to enjoy their stay and hope that you would report any issues during your stay. As mentioned to you, there were multiple solutions that Front Desk could have offered during your stay which you extended to 2-nights. Temperature logs have been checked and the room had cooled. In addition we could have offered a box fan. Our mattresses are pillow-top Simmons World Class Beauty Rest which are comfortable to many of our guests, and we understand there are individual preferences. The hotel does not have mold or smell old. Front Desk are always happy to help."
Front desk staff member is rude and unprofessional during customer interactions.
Business reply on Google
Your phone call was regarding a job application and not a hotel stay. You were informed of the process and that a manager would call if wanting to pursue. I am sorry you felt this way, as this employee gets very good feedback.
Hotel staff threatened to tow customer vehicle for unauthorized parking
Business reply on Google
Hello, yes you are right. The Truck Parking area is for guests ONLY. This is private property for hotel guests and all others will be towed. There is also a liability issue. And about 2 miles away there are truck stops for your convience. Next time if you would like to stay with us please give us a call directly at 210-661-8669. Have a wonderful day.
Customer felt unsafe due to hotel location and surrounding environment.
Business reply on Google
The hotel is located on the east side of San Antonio, with convenient access to the highway, which is in easy reach of the AT&T Center around 5 minutes drive, the Riverwalk is around 10 minutes drive and Sea World around 25 minutes. Although there may be no restaurants or shops directly off the interstate, there are plenty of fast food establishments, restaurants and shops on a main road running parallel to the interstate, the travel time would have been a maximum of five minutes. Our front desk staff would always have been happy to assist you.
Poor staff service, unpleasant room odors, and inadequate shower water pressure.
Business reply on Google
I am sorry that there were factors that did not meet your expectations during your stay. I would also like to thank you for bringing up the smoke smell in room, giving us the opportunity to act quickly giving you a free upgrade. If requested we do have handicap accessible rooms with shorter beds. Don’t hesitate to let us know if something is not meeting your expectations during your stay!
Hotel room was unclean and breakfast and staff were unsatisfactory.
Business reply on Google
Thank you for taking the time to rate and review your stay. We are sorry that you felt that your stay was as you described. Our team are multi-award winners for customer service & cleanliness, so it is not usual to see this kind of review. We urge our guests to inform us when there is any kind of concern so that we can find a solution straight away. Our housekeeping team are usually very thorough. By notifying the front desk our housekeeping manager would have been happy to review the state of your room. Remote batteries can be an issue that would have been easily fixed had our team been notified. While we understand that you do not wish to stay again we hope that you next hotel lives up to your standards.
Staff member treated guest with rudeness and discrimination
Business reply on Google
Thank you for your review. We are glad that you found the room clean and enjoyed the breakfast service. I apologize if you had found the service from Elena as described, as she is very experienced and understands and delivers the high standards of professionalism that this hotel offers. I understand you had spoke with a manager earlier in the morning regarding a request for a late check-out after 12p.m. which was advised to be unavailable. Elena again explained after check-out time that a later check-out was not available. I am sorry for any frustration caused by this, we do our best to grant requests where possible. We hope you can visit us again for a better overall experience.
Hotel amenities are inadequate and carpets are not clean.
Business reply on Google
Thank you for choosing to stay with us. We are sorry to hear about your experience. We always want to provide the best and would like to be informed of anything that falls short so that we can correct it during your stay. Our sundry items are sold on a separate system therefore we are unable to charge those to the room. We do usually have other detergent options for purchase. We are an Award-Winning property and aim to maintain our high standards and expectations. We hope you enjoyed the rest of your stay. If you have anything you would like to discuss further with a manager please stop by at the Front Desk or call 210-661-8669.
The hotel room was filthy with poor air circulation and odors.
Business reply on Google
Thank you for taking the time to make a review online. We do believe that this review is intended for another hotel. We can find no record of a stay with your name (as it appears online). Our location is approximately 10 miles from the downtown area. We apologize if you had a bad experience there and would like to invite you to try ours. When you are ready to make that reservation at our property contact us directly at 210-661-8669. Have a nice day!
Unauthorized credit card charges and unprofessional staff behavior reported.
Business reply on Google
Thank you for taking the time to write a review regarding a stay you had. However we feel that this could relate to another hotel, as we have no records with your name (as it appears online) at our property. Our hotel would like to apologize for your experience on behalf of the hotel that you stayed at. We understand that one bad stay can ruin your expectations of future stays. We would like to invite you to see our award winning property. We have many awards on both cleanliness and superior customer care. While we do have breakfast attendant I would like to assure you nothing is cooked off site to brought in. If you would like to further discuss this you are welcome to contact us directly at 210-661-8669. Have a nice day!
Unexpected room charges, excessive noise, and broken bathroom fixtures.
Business reply on Google
Thank you for taking the time to review our hotel and for choosing us again. We would like to apologize for the issues that you had with your room and that you felt that our front desk personnel was unable to assist you in the way you saw fit. It was a highly unusual scenario that was immediately fixed. As a courtesy to our guests we reach out to confirm smoking rooms are booked correctly. There was a difference in rate from the Smoking-Queen room that you booked, to the Jacuzzi-suite room that you opted to upgrade to prior to arrival. You had agreed to the rate increase, as a similar room to your original booking was not available in non-smoking. We are sorry that you found the location within the hotel to be noisy. This is not a normal complaint and we understand everyone has their preferences and we cherish our guests comfort. Ensuring that we provide high standards is important to us, this is why you were compensated, as we had fallen short in one main area. We hope that you will still give Best Western another try. Have a nice day.
Strong cigarette odor permeates the entire hotel building.
Business reply on Google
Thank you for taking the time to rate and review our hotel. You had opted to book this free room night in a designated smoking room which would have been in your confirmation email . You were also informed about this at check-in. Unfortunately we were unable to switch the room that you had booked to a non-smoking room as we were sold-out when you checked in. We advise all guests to check carefully when booking their room to ensure it is the type that they wish. We do our best to clear the smoke smell in all our smoking rooms however, a smoking room is very likely to have lingering smoke odor, and is not recommended for non-smokers. The room was available to check in ahead of time and air fresheners and air filters were offered to you if the room was not suitable, both of which you did decline. We hope that your future stays at hotels go more smoothly. Have a nice day.
Hotel charged for room despite refusing check-in and poor room conditions.
Business reply on Google
Thank you for taking the time to leave a review. We are saddened to hear about your overall experience and understand that your journey getting to the hotel was also uncomfortable. The Guest Service Representative did not get a chance to fully explain the need for the payment card name to match the ID provided and any alternative solutions before you left in a hurry. It is a requirement for us to verify that the cardholder is present with a matching ID to prevent fraudulent use of a card. The reservation had been charged to the card on file as it was past the cancellation time. When we were given the opportunity to explain that the room was available to you with the proper verification, we were able to assist you with your check-in. You had booked a designated smoking room, and although we do our best to clear out the smoke smell, it is likely to have some remnants of smoke. We are in the process of updating our décor. Our goal for each guest is to have an enjoyable experience. We also encourage our guests to let us know if any issues arise so that we can address these right away. We hope for you to be able to have a much better experience next time. Happy birthday to your daughter