Hampton Inn By Hilton San Antonio-Downtown (River Walk)

Room to improve

Disliked: I manage a hotel so I know I can be hyper critical when I travel but this is not that. Check in was frustrating. I booked 4 weeks prior to check in requested to be near our friends also noted we'd be traveling with a small dog. No one reads the reservation notes. The guy checking me in didn't seem to know where to even look. As I was checking in i asked to please be room assignment moved to at minimum the same floor as my friends. He told me the morning assigns rooms and there were none showing available on the friends floor. There was a huge pile of guests who had not checked in yet and asked if he could swap my room to one that had not arrived of the same room type which seemed to have completely confused him. I further explained what my staff do and how and he did get it swapped thankfully. The lack of training and knowledge among the staff was across the board. Not their fault. That's a leadership problem. Give these employees the tools needed to successfully do their jobs by training them and giving them some flexibility to provide better customer service with parameters of course. Guests do not want to hear I'm not allowed to youll have to talk to a manager tomorrow. On to the cleanliness. There was a crusty sock in front the ptac. A wrapper on the floor. Sunflower seeds on the floor and a clothing tag between the beds. The window had a face and hand prints all over one side. Walking in definitely had me concerned that the cleanliness is not of high standard. When requesting a late check out as a diamond level the lady at the front desk was rude and snappy saying she can't approve late check outs call the desk in the morning. This is a customer service industry you need to know how to talk to people respectfully.