I will preface this review with the fact that I used to be a frequent guest in this hotel. I travel weekly for my job (Platinum Priority Club and IC Royal Ambassador), and use IHG properties almost exclusively. I used to stay in the hotel 5 or 6 times a year and did so for 3 years. I was always pleased with the customer service, enjoyed the club lounge, felt safe, and slept well.

In fact, up until this August 2011 this hotel used to be on my “favorites list.” Then something happened. I don’t know if the property changed management or what, but about that time I had started noticing difficulties. On several visits I had something go wrong – the room wasn’t ready, the keys didn’t work, the safety lock on the door was not working. But I kept going back because of my previous positive experiences, and because every property occasionally has a bad day. When you travel a lot you accept that even the best properties occasionally have a glitch.

I am also very well aware of the fact that Platinum Priority Club members are offered upgrades on space available basis. This hotel almost always had upgrades for loyal clientele. The few times I wasn’t upgraded, I was still given a room on a high floor in the main building and given access to the club lounge.

This last time though, (November 2011) as soon as I saw the room I was given I left the property and haven’t gone back. I think all the inconsistencies finally pushed me over the edge. I made my reservation for this hotel over a month out, but when I arrived I was told that the hotel was full. They did not have any rooms in the main building, but the young lady at the desk said they had “upgraded” me to a room in the back section. The room turned out to be right over the parking garage - smaller than any room I’ve had at any IHG property - low ceiling, dark, and stuffy. I was appalled that the desk clerk called it an “upgrade.” In my opinion, if that accommodation was an upgrade for a loyal guest, the hotel management needs to be retrained. When I went back to the desk to express my dissatisfaction, I was not even offered an apology... just a comment that I would not be charged for the room.

I left and went to another IHG property in San Antonio, which is where I now take my business dollars. It is also the IHG property I recommend to my colleagues. Since I have the privilege of booking all my own hotels for travel, I will choose to stay in properties that recognize loyalty. This hotel is not one of them.

First, I was staying for just one night upon my return to the states and didn't get in until 11:30 or so, so they really didn't have much of a chance to correct / improve. That being said......

As a platinum member I was "upgraded" to the club floor. This is all well and good but I had reserved and paid for an "oversized room". I am pretty sure that my upgrade was to a regular size room. The Ambassador "club" was a nice enough room with a refrigirator well stocked with drinks but, at 9:00 Saturday morning I would expect, at least, some coffee. I could have stayed at the Holiday Inn Express (5 minutes down the road) and had coffee and pastries in the morning, and the same size room for about $30 less a night.

The fan in the bathroom made so much noise that I thought it would wake the neighbors if I left it on.

Very good customer service all around. Hospitable and professional personnel at check in, clean rooms, good breakfast. The outside pool was listed as heated and being from Maine was a little on the chilly side for me. Good fitness center.
Will need a car to get around beyond the driving range provided by the hotel shuttle. Shuttle was efficient and provided quick, safe service to the airport.
Would stay again.

Stayed at Christmas on cheap points and was very satisfied with the recognition of Platinum status as we had an upgrade to a spacious room on the top floor. Also a gift bag with water, bag of microwave popcorn and granola bars was provided at friendly checkin. Much appreciated. This floor required use of the room key to access via the elevator. Room had an extra living room space with a chair and couch. Although our room faced the highway, we did not feel it was noisy. We slept well on the comfortable king bed. We had free internet access via wi-fi, a microwave and small refrigerator. Also had access to the exec lounge on that floor. Lounge allowed use of computer and printer and access to a few breakfast items...not a full but continental breakfast with juice, Yoplait yogurt (not vegetarian friendly), coffee, and pastries. Other options for breakfast in the vicinity are IHOP and Taco Cabana, both in walking distance just east on 410. We went out to Magnolia Pancake Haus for breakfast (north of the airport...you need a car to get there). We recommend Magnolia, but be prepared for a wait for a table and it is not cheap ($25 + for two). There is a restaurant at the hotel, but we didn't eat breakfast there . We did order dinner from the bar. Beware that it takes quite a while for them to put your order together (this according to the bartender). I'd say it was 45 minutes from order to pickup ready for a hamburger, fries and a personal size pizza. The food was tasty and not too expensive. I put my order in before I went out in search of a bottle of wine for a Christmas party that night.
The hotel staff had no idea of anything open for sale of wine in the area of the hotel. This is my old neighborhood so I had an idea and was right. Just south on Nacogdoches Rd is an up scale neighborhood and at the corner of Nacogdoches and New Braunfels is a Shell gas and convenience store. They have a pretty good selection of wine for a gas station as a result of catering to the tastes of the clientel. I'm picky about wine and I was able to get one that satisfied me.
It is a couple of miles to the airport from here. So 5 minutes. They do have a shuttle I believe, but we did not use it.