Hampton Inn & Suites Schertz

“Always meets Hilton standards.”

We are Hilton Honors Gold and stay exclusively at Hilton Properties. When we travel from Arizona to Schertz to visit family we always stay at this hotel. The property is always clean and quite with a friendly staff. The room is comfortable and the Hampton breakfast is well prepared and the food is … more

We are Hilton Honors Gold and stay exclusively at Hilton Properties. When we travel from Arizona to Schertz to visit family we always stay at this hotel. The property is always clean and quite with a friendly staff. The room is comfortable and the Hampton breakfast is well prepared and the food is hot.

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“Needs management”

Check in was a joke. The front desk clerk gave me (a Diamond member) a standard room. I informed him I wanted my customary upgrade. He told me there weren't any suites available. I offered to pay for the upgrade if that changes things. He informed me that there were no rooms. I took what I was give… more

Check in was a joke. The front desk clerk gave me (a Diamond member) a standard room. I informed him I wanted my customary upgrade. He told me there weren't any suites available. I offered to pay for the upgrade if that changes things. He informed me that there were no rooms. I took what I was given and immediately tried to shower as I had been up since 2am flying. The shower had no soap or shower gel. I left and went to the front to ask for it. They gave me shampoo and conditioner...ugh. SMH. I went back again, now 2 hours wasted to ask for SOAP!. they obliged me and I tipped the maid. While making my 2nd attempt to get soap. I overheard the front desk sell a walk in a suite for that night. Furious, I asked him what gives. He informed me he lied, and apologized. Tired I requested he upgrade me tomorrow and he agreed. Then upon bed time. My 5 year old screamed in pain upon entry to the sheets. I had to remove a piece of glass from his leg that was embedded. Not a great first night. Although they agreed to comp the room. I still had to sleep in a bed with broken glass as I was too tired to deal with this hotel anymore at this point. That wasn't pleasant. We were upgraded the following day. That was nice of them. Then the room service stopped, even though I was told I had to request it each morning. I was promptly requesting it each day before 8am and informed the front desk I would be gone until approx 3pm for activities and that should be ample time to change towels and empty garbage. After the second day they failed to get it done by my return, I requested that the manager get involved. At this point I have been very patient. I spoke with the house keeping manager as both the gm and agm were out of town and unable to use a phone. I requested to speak with the district manager, I was told they were contacted multiple times and messages were left and I still haven't had a return call. I am still a guest at this hotel and I had to go to the front desk 2 times today to request my room being cleaned as last night I had to put my garbage and dirty towels in the hallway. I didn't want to have to do this again. I spoke with the same manager of housekeeping, he informed me he left another msg with the DM, and they hadn't returned the msg. I asked him to contact him again. I am still at the property waiting for a return call or preferably a visit from the DM. After 20 years of loyalty, getting this kind of deception to the benefits I earned and having found glass in between my sheets, a new low has been established. Now to end on a positive note as the hotel wasn't all bad. I looked past the security issues with the luggage cart being used as a door stop on a secure external door and the vomit on the hand rail and over flowing garbage everywhere and the empty coffee in the lobby. I even overlooked the dogs barking at night and the apparent track meet in the room above mine. I am on day 5 without a single night of restful sleep, so maybe I am being short, but the hotel did have a nice pool, which I happily cleaned every time we used it. Even when it was cloudy. The location couldn't be beat. The staff on site is doing their best and handled my frustration as well as they could, but they were left on a sinking ship without leadership. I really hope the district management reaches out to me soon. I will update this review if it ever happens. To boot, whomever cooks the breakfast an extra couple minutes of the heat would go a long way for all the food. I like my hashbrowns and sausage fully cooked and browned a bit, not soggy and half cooked. I do realize the kitchen staff was training new staff, but again where is the oversight? A hotel without management ='s not good.

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