Holiday Inn & Suites San Antonio Northwest by IHG

Reviews

• CR

  Chris Rivera

  Jun 20, 2026
  2.0
  I don't normally leave hotel reviews, but I felt like this stay deserved some honest feedback. The room itself was okay and served its purpose, but the customer service throughout our stay was disappointing. When we arrived around 11 PM to check in, there were only a few people ahead of us. Earlier in the day, I had called to confirm my reservation and had a card on file. Unfortunately, I had recently lost my wallet and only had access to my card through tap to pay on my phone. The front desk attendant told me that without the physical card, I could not check in. After being told that, I sat down in the lobby and started looking for other hotels because it was late and I just wanted to get my daughter settled and get some sleep. While I was sitting there, another guest checked in and mentioned that he didn't have his card either. The attendant simply had him verify the last four digits of the card on file and completed his check in. After seeing that, I went back to the desk and asked if the same thing could be done for me. Suddenly it was an option, and I was able to check in. That interaction left a bad impression because it felt like a solution was available all along but wasn't initially offered. I've worked in hospitality myself, including overnight shifts at hotels, and one of the biggest priorities was making the check in process as smooth and stress free as possible for guests. Another issue was the pool and hot tub area. The pool and hot tub were both open, but there was visible green algae in the water, especially in the hot tub. The algae had built up along the walls and seating areas, and the hot tub itself wasn't functioning properly or heating to a temperature that would even qualify as a hot tub. I was surprised the area remained open given the condition it was in. The final issue came when I tried to extend our stay. I was told at the front desk that the hotel was completely booked, but when I checked online shortly afterward, rooms still appeared available for booking through the hotel's website. Whether there was a reason for that or not, it added to the overall feeling that there wasn't much consistency in the information being provided by staff. At the end of the day, a hotel stay is about more than just having a bed to sleep in. The staff and level of hospitality can really make or break the experience. Unfortunately, the service we received left a lot to be desired, and it felt like different employees were handling situations differently without much consistency. I've stayed in less expensive hotels that delivered far better customer service. Overall, the room was acceptable, but the customer service, communication, and condition of some of the amenities fell well below expectations. Based on this experience, I would not choose to stay here again.
• TB

  Tim Burley

  Jun 10, 2026
  1.0
  Terrible experience. This hotelnis not safe. My car was broken into here and nobody cared. Restaurant was closed and breakfast buffet was not worth the cost.
• DT

  David Turnage

  Jun 9, 2026
  5.0
  Great value. Very good breakfast IF you opt it in with your room rate. Will be staying here again.
• KF

  Kady F

  Jun 6, 2026
  1.0
  Please avoid this hotel! It's not worth it. We got there around 4:30 ish and our room wasn't cleaned and ready for us, that was ok, we waited and with in 30 minutes it was ready for us. Except it wasn't clean and I didn't notice it until late at night. There was what appeared to be feces on a part of the shower curtain. The shower water was cold and never heated up, it was like 50 degree water for my whole family. I had to go and get more towels because they didn't stock the room at all and the room wouldn't cool down even with the thermostat put all the way down. I would never stay here again.
• JE

  Jaden Elm

  May 20, 2026
  5.0
  Check in was so easy with a reservation! I was able to get my room quickly and had absolutely NO complaints. They have an outdoor pool & hot tub. Breakfast is served from 6-9am. You do pay for the buffet but it was soo worth it. You can add it on to your total cost when you first arrive or they will write you a ticket and you can pay at checkout! My room was spacious and super clean. The buffet had a variety of hot and cold food. The staff were all extremely nice and helpful!

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