DoubleTree by Hilton San Antonio Downtown

One of the elevators was not working. Parking pricing not necessary.

Very Disappointing Experience at Hilton DoubleTree

As someone who has always chosen Hilton hotels and trusted the brand, I am extremely disappointed with the experience we had this weekend.

As soon as we stepped off the elevator onto our floor, we were hit with an old, musty smell. When we entered our room, the odor became even stronger, and the room smelled heavily of mildew. I immediately went downstairs to ask for Lysol or disinfectant spray, but I was told they didn't have any and that there was an H-E-B down the street.

When we returned to the room, the odor was even worse. At that point, we no longer felt comfortable staying there, so we went downstairs to check out and request a refund. The manager suggested moving us to another room, but the front desk employee advised that no other rooms were available.

I requested a full refund and explained that we had only been there for approximately 20 minutes, including the check-in process. Despite the condition of the room and the fact that we chose not to stay because of the odor, I was told that a full refund would not be given and that I would still have to pay for the first night.

This was completely unacceptable. We were miles away from home in Texas, with our weekend plans disrupted and no accommodations secured. We did not leave because we simply changed our minds. We left because the condition of the room made us uncomfortable, and the hotel could not provide an alternative room.

What disappointed me most was the lack of customer service and resolution. Mistakes and room issues can happen, but how a hotel handles those issues says a lot about its commitment to its guests. After years of staying at Hilton properties, I never expected to be treated this way.

Customer service should mean more than checking someone in and collecting payment. It should mean listening to guests, addressing legitimate concerns, and working toward a fair solution.

Breakfast staff, all talking in the kitchen whilst I waited to be seated and served, had to go and ask for cutlery and coffee for the breakfast buffet.
Bar virtually never open during the whole stay.
Parking charge for hotel guests

The bed was not comfortable at all. There was an unpleasant smell in the room, as being at a closed up camp.

Parking charge

That i had to pay $30/ day for parking .... amd that the hotel charges $20/ person for a continental breakfast... there was nothing special about the breakfast that other hotels offer it for free.

We had an event at 5 arrived at 4 and there was a line of about 15 people ahead of us. We didn't make it to the event for my kids. Also during breakfast the next morning staff didn't attend to us only to the people around us. No utensils. No offering of coffee. Maybe a little racist who knows but we definitely felt it. Im a teacher and always try to teach my students that one one should be treated differently. Maybe because we are Hispanic ethnicity.