2/10 Horrible
Alejandro
Viaje en familia
29 de nov de 2025
Aspectos negativos: Limpieza, servicios y instalaciones y estado del alojamiento
I booked this hotel because my grandmother had just been discharged from the hospital and needed a few days of rest before she could fly. We were on a family trip and had an emergency during our stay. She requires oxygen and cannot be in a room with environmental issues.
On the first day, we discovered mold, a strong musty smell, and visible humidity in the room. The room also flooded due to a drainage problem. Although staff attempted partial repairs, the room remained wet, and we were told no room change was available.
The next day I had to fly to Kerrville to move my grandmother out of the hotel. The manager on duty only apologized and did not offer any solution or compensation.
When I contacted Expedia, I was told they could not help because the hotel—specifically the manager, Tina—claimed they found baby wipes in the bathroom causing the blockage and flooding. This is completely false.
Regarding the mold, humidity, and structural issues, the hotel stated none of these problems existed, which is entirely untrue.
I am attaching photos so you can judge for yourselves.
It is disappointing that a respected hotel chain has such serious deficiencies that even put guests’ health at risk. I will notify the Texas Department of State Health Services to ensure others are not exposed to these conditions.
Please do not stay here. Do not risk your loved ones’ well-being.
Alejandro
Se alojó 7 noches en noviembre de 2025
