I appreciate the owner of this hotel contacting my Husband, and replying here. I took down the employee’s pictures, as per the owner’s request to us. What I do not appreciate however, is the owner stating in her reply below, that my service dog is a “pet”. She asked my Husband what service my dog provides, and he said support… including emotional. Before he could finish, the owner interrupted to say that they do not accept emotional support dogs. So yeah, these people sadly do not understand that PTSD qualifies as a need for a trained service dog. All anyone had to do, is ask ME (the handler) what service it provides.
I do not believe in leaving negative reviews. I believe that: “If you have nothing nice to say, then don’t say anything at all.” THIS has to be shared though…
My Spouse was staying at this hotel for two weeks, because he was in town to inspect a job. I flew in the other day, to spend time with him. My first impression when I entered the lobby, was how nice and clean it looked. Everything smelled pleasant.
Today, everything changed… I was dead asleep in bed. Then the phone inside the room kept on ringing. It happened several times in a row. I figured it was the maid wanting to clean the room, since they offer that service every three days. When I finally dragged myself out of my bed to answer the phone, it was a front desk person by the name of “Laura”. She sounded irate. She immediately went into this hostile explanation about hotel policy regarding pets. I explained to her that I am visiting my Spouse from out of town, and I brought my service animal with me. I also said I had been staying for several days, and no one had said anything about him. He clearly wears his service dog leash and harness whenever being walked.
Laura proceeded to tell me that she was done! She said, if I had answered the phone with a better attitude, then she could have transferred us to a bottom floor unit. She said several times, that all dogs must stay in rooms that are on the first floor. She got forceful, and told me I must get out of the room NOW… that she was calling the police. I tried to calm her down at first, but I soon realized there was no reasoning with her. I then got upset myself, because… who wouldn’t at this point?!? She told me she was calling the police, and hung up on me. So I figured I’d call the police too. So I can explain what REALLY happened.
At this point, I told my Spouse to please leave work, and come to the hotel. He came into the hotel lobby, and saw Laura on the phone with the police. When asked what we looked like… Laura told the 911 dispatcher: “He looks Mexican… and I think she is Asian”. I had never seen Laura in person. I have no idea where she got her information from? My Hubby is German, Apache, Spanish. She could have just as easily described him as: “6’4… salt and pepper hair… wearing…”. Even the police officer that showed up, did not understand why this front desk person was getting SO upset. She had the audacity to ask him to file for trespassing. He said that we were paying customers, so he can’t do that. She then said she just checked us out. So to go ahead and file! He tried to get her full name for the report, but she refused to give him any information. When asked to speak to the manager, she told myself (on the phone), my Husband, and the officer that no one was available. She was it!
As we were packing up our rental, she threatened my Husband once more. Saying she was going to call the police again… that we needed to hurry up. It was the most humiliating experience of our lives. We had done absolutely nothing wrong to deserve such horrible treatment from anyone. Mind you, my Hubby and I always tip hotel staff. We tipped Robert, Thelma, and even the Maid (upon leaving).
My Father was an Executive, with the Sheraton Corporation. I show hotel staff nothing but the upmost respect. I was raised that way by my Dad. Who by the way is Austrian. Not Asian.
March 2025 by Joe “Rana” Castillo
So we met miss Vilma and yup she is in top of what you need I don't know if she just comes and does breakfast so yup we really enjoyed it and lobby guy amazing really helpful why because we didn't had cash and he figured it out took us to the nearest flyjing j gas station because our truck broke down and we had to stay here the shuttle driver amazing and yes really friendly and just reliable
Rooms: Fridge and microwave and smart tv
Nearby activities: With out a car broken down nothing to do but they have a map so if you want to go somewhere you can
Safety: It felt good and theres a new shell gas station just walk over great food and people and all of them helpful and friendly
Noteworthy details: Shell gas walk over station love them burritos and the people working in it just great loved it
March 2025 by Victor Vega
I love this place great service people are nice I had an issue with 2 minor things in my room .the shower head only had the jet stream it was a bit painful to the skin and the lighting in room 307 sucks .with all the lights on the room was dim lighted other than that amazing
Rooms: I had to go down to front office and tell them to put the fan on on instead of automatic.you can only do so much from the wall thermostat
February 2025 by Константин Чернега
It was clean and nice. But shower was broken.
February 2025 by D Mimi Browning
I stayed here for six nights. Aside from one of the MOST uncomfortable beds ever, the room was cozy. The outlets in the bathroom were faulty, but overall, I was not dissatisfied. I had a little trouble with the TV. But I made due. Housekeeping was a bit of an issue as the staff that I interacted with spoke only spanish. (My spanish is remedial, at best.) With the language barrier, it was a struggle to get things done. But I managed. I will stay here the next time I go home to San Antonio.
Rooms: Clean and well put together. The bed was much too firm for my tastes. Some outlets didn't work properly.
Safety: I had no safety issues, even when returning after dark. My car stayed parked in the same spot my entire stay with no issues.
February 2025 by Starr Coronado
First and foremost, Mrs Vilma has to be the most kindest, sweetest, and very welcoming employee. She has the best service and her work should not be unnoticed. I agree with the previous post I read about her and she deserve such merits as mentioned. Five stars just for her alone. Now to the hotel. The rooms were impressive. Clean. Quite. The beds were very comfortable. I wish that this hotel was used as example on how all best western hotels should be. This was one of the best hotels I have stayed at on a whim, last minute, and reasonably priced. I stay often in town and used to stay elsewhere but I will no longer (after 8 years at my other location) stay any other place just on the service of this location. Everyone I encountered was kind and friendly. If there was 5 stars for each employee they deserve it. But Mrs Vilma deserves 10.
February 2025 by T S
Thank you for the great hospitality! Chetna. ❤️ clean rooms, quietness, service was awesome.
February 2025 by Transforce /Gray transportation “Prince” Class A Cdl Driver
The guest rooms were impeccably clean, and the breakfast service was outstanding. Ms. Vilma Giles is a highly valued employee; she expertly managed a large High volume of customers while maintaining cleanliness and optimal stock levels for breakfast(solo)
Her dedication and performance merit significant recognition, such as Employee of the Month or a salary increase, in addition to a five-star performance review for her exceptional customer service and positivity . GREAT JOB MRS VILMA*****
Rooms: Very clean and nice
Food & drinks: Adequate
January 2025 by Mike Shields
Right on I-10 great for access horrible for noise. We were kept up all night from the cars and motorcycles racing up and down the Freeway.
January 2025 by Patrica Morales
Me and my husband had to stay here while his semi was in the shop. Stayed here 2 days it was the best place we ever stayed. Laure was so nice and helpful. You can't find good service these days. She definitely went above and beyond for us. The breakfast was hot and fresh. Definitely coming back.....
January 2025 by jeremy cruz
Rooms were clean, beds were comfortable breakfast was good. Customer service was great from check in to check out.
January 2025 by James Bradley
Very clean and quiet
Rooms: Neat and clean up to date
December 2024 by David Rios
I had a great stay at this hotel! The customer service was excellent—staff were friendly and accommodating. The price was fair for the value offered. Rooms were clean and comfortable. The only downside was the noise from the busy highway nearby, which could be heard throughout the night. Breakfast was solid, with typical offerings like sausage, eggs, and pancakes, all tasty. Overall, I’d definitely stay here again!
Rooms: King size bed. Clean and comfortable. Good working AC unit.
November 2024 by Eladio Ortiz
Excellent service. Very good place to stay.
Rooms: Very clean and spacious
Food & drinks: Breakfast included.
