Went to a concert and we booked a month in advance and received the best service. Front desk helped when there was zero parking spots available and helped guests even after the breakfast area was just cleaned up.
The staff went above and beyond to help us have a great stay! Vanessa always had great ideas of where to buy things and fun places to visit. Jane was so helpful when we had last minute wedding things to coordinate. Christine was so polite and sweet serving breakfast each morning. And Brandon was a trooper in helping us get our reservations correct. The pool and hot tub were fun and the amount of space to visit outside was perfect. And there were a lot of us! Thank you so much for a great stay!!
This hotel was very nice and clean, pool was open and great! Staff was friendly, room was also very clean. Breakfast was not a lot but hot, coffee was hot also. Did not like construction, it was a lot of things to eat around also
I am a travel agent, and I recently had a client stay at the Hampton Inn & Suites, Boerne, TX. There was an emergency which made the room my client was to stay in uninhabitable for the first of his four night stay. Vanessa Ruffner not only attempted to contact my client, but worked tirelessly to find him other accommodations during the repairs. She was wonderful to work with and my client was totally satisfied with the substitute accommodations she found for him. The remainder of his stay was made uneventful by Vanessa's superb customer service. Thank you, Vanessa!!
I reserved a King Study sofa bed room. When booking, Southwest did give me the room tiers, along with pricing based on what the hotel has available. We picked the biggest room, and paid more for it. When we arrived at the hotel on 10/9, it was a horrible experience from start to finish... We were told that we are in a queen ADA room! I did explain to them what we booked, and showed them my reservation. The hotel employee explained that it doesn't matter what you booked on Southwest, since it is a third party, you will always get the "bottom tier" room. The employee also explained that they are "negative booked" and there are no rooms available. I told her that we have a baby and child, which is why we booked the type of room we did and needed the space. She told me it was set and there is nothing I can do other than leave the hotel and find somewhere else and lose my money. Being in town for a wedding, we really didn't have another choice. We also have an infant, so its not like we could just pick up and figure it out. We took the queen room and went upstairs. Upon entering the room, I was appalled! The room was HOT, smelled musty, and was so beaten up and dirty. I didn't know what to say or think. The bed had black hairs on it, the AC wouldn't come on initially, the carpets were dirty, and I could go on and on. At this point, we have a very tired baby and cant just re load up and leave. Also, the "crib" that they provided was an old, dirty pack and play!! No sheet, nothing! I was pretty sure there was mold or something in the air due to my baby and us coughing immediately upon arrival. You could feel that the air seemed unclean. As, I had initially said, we were in town for a wedding, so we had multiple family members coming in that same time. Everyone of them booked King Suites as well, due to kids. Not ONE of them got that room. Upon arrival, they were all given basic queen rooms. One of them had no working AC, they were all dirty, etc. With no other options, we had to try and make it work. After the wedding, we came back to the room to stay. Within 30 minutes, the baby started coughing uncontrollably, which had completely subsided after we had left the room previously to go to the wedding.. My chest felt tight again, and nose started to run. We ended up staying for a bit and had to leave. It was the worst night in a hotel ever. We had to load up the car, infant, etc in the early hours of the morning. We ended up just driving back to families that is over an hour away due to the circumstances. The hotel was absolutely not apologetic or remorseful AT ALL! It was so bad. And they were clear that since we booked on our Southwest card, we are losing our money.…