I have stayed in many Alofts before, and never have I experienced such a disgusting hotel in my life. It simply started when we arrived on 07/25/20, and my fiancé had to use the restrooms from hours of travel in the vehicle. She came back to the vehicle to help unload luggage and voiced how dirty the lobby restrooms were. I honestly didn’t think much of it and brushed it off. We checked in and were placed on the floor two. The moment we stepped in, just the feeling of it felt unclean. We did travel with two dogs and I figured, because I work in the hospitality industry, maybe we were put in here due to the puppies. I’m sorry, but that’s NO excuse as to how gross this room was. The shower floor was literally black and what looked to be mold in the cracks. The towels had brown spots on them as if someone had use them before. In my opinion, dirty and dingy towels should never be placed into a guest room, but rather thrown out. That is disgusting! They then relocated us to the first level which felt fine, although the shower still looked the same. At this point we were extremely exhausted and tired of moving our belongings so we left for the day. When we returned later that night around 11/12am, we were about to get ready for bed. I went to the front desk to see if I could get some towels and cleaning supplies to clean the shower myself. At first the Night Auditor, I’m assuming, told me he could’ve give me anything because there wasn’t any.... behind him was an abundance of cleaning supplies. I didn’t say anything, I took my towels and proceeded to my room. I had zero time for what could’ve been useless argument. As I was walking he then yelled for me to come back because he saw the cleaning supplies behind him. Convenient. Side note, During this time of COVID, there’s no way a guest should feel dirty in their own room. These rooms should be thoroughly cleaned and believe me they are far from it. As I went back to my room I cleaned the shower and literally, the FIRST wipe with a white towel, was COVERED In dirt. Go figure. I returned the cleaning supplies to front desk when I was finished, and noticed that the Night Audits finger nails were sooooooo dirty, I didn’t even want to touch him! I’m sorry but in the handbook it clearly states how to be presentable and properly groomed which he was far from. It looked as though he had been working on a car prior to his shift! The icing on the cake was FINALLY getting ready for bed, only to pull the sheets back and see dried up blood spots on the pillow! We informed the front desk and had to move again bc he insisted we do at 12AM. Overall this was a horrible stay. We weren’t looking to be compensated what so ever, but rather looking for a legitimate reason as to why we kept running into issues. I would never stay here again. I’m all about customer service and satisfaction and that wasn’t even given properly. Please save your money and time and book elsewhere. Especially during this unfortunate pandemic. If I could have given zero stars believe me I would but I’m forced to choose one which will of course, be one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Joe Colunga, General Manager at Aloft San Antonio Airport
Responded 3 weeks ago
We recognize your time is valuable and appreciate the feedback you have provided on the Guest Satisfaction Survey. Maintaining a clean atmosphere within our guest rooms and common areas is always a key priority, especially during these unprecedented times. On behalf of the entire team at the Aloft San Antonio Airport, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured, the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations. As a valued guest, we appreciate you taking the time to share your feedback. We also recognize these are unusual times and we thank you for choosing to stay with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC