Tru by Hilton San Antonio Lackland Sea World

Terrible customer service we book a night on the road, we needed an early check in and explain the front desk lady that due to road complications (highway closed because of construction) we needed to check in earlier for the night, I was there with my kids, she told me she had available rooms for check in but that she was not going to let me check in until 3 pm, I ask her to help me because of my kids or we will have to sleep at the car having a reservation paid, she said she didn’t care that I have a reservation, and available rooms for early Check in she was not letting me in until 3 pm. The worst experience avoid this hotel.

Would not let me cancel my reservation when I had an emergency come up well before a week before my reservation. Horrible customer service! I called multiple times and just got the run around. So in the end the took me for my money because I could not go on the trip.

Everything went great until 5 or 6 cars were broken into overnight. It must be an ongoing event because they have a security cart with flashing red/blue lights and cameras on it in the parking lot. As you can tell it didn’t stop the car burglars. I was fortunate to be one of the lucky people. I’d suggest avoiding the hotel it could cost you.

My truck was broken into in the parking lot. The rear passenger window was smashed and they entered the truck and ransacked the center console and glove compartments. They stole valuable items. Hotel staff was helpful and gave me a shopvac to clean up all the glass shattered all over the interior of the truck. The hotel has two remote video systems in the parking lot with red and blue flashing lights but they are not impactful enough to prevent these criminals. I was not the only vehicle broken into. I filed a police report.

I was there for my daughter's graduation from Air Force BMT. What was suppose to be a joyous occasion, turned out to be a nightmare due to lack of security at this hotel. I would advise any and all to stay clear of this facility. There ongoing lack of security amazes me. My vehicle was broken into right in front of this hotel. My room was comped for the night, but the financial strain does not compare. Check the reviews for how many times vehicles have been broken into at this hotel. I have contacted Chris Nassetta, CEO of Hilton, Sam Graham General MGR, Bianca Sanchez MGR. Katie Fitzpatrick Hilton Executive Escalations to see if I could get reimbursed for my out of pocket expenses, and the reply is no. There are signs posted they are not responsible for vehicle thefts was the reply from General Mgr. Sam Graham. I was asking for Hilton Honors points for my reimbursement, not any money. Sad case of affairs when a Retired, Disabled Veteran can't get some satisfaction. To my Military counterparts in the San Antonio area, STAY FAR AWAY FROM THIS HOTEL, AND AREA!!