1051 N Ih 35, New Braunfels, TX | Directions 7813029.699450 -98.096153
Mon. - Sun. 24 Hours
Worst Management Ever – The Hotel is nice! It is new and has pretty nice features to it but the actual customer service is HORRIBLE! We barely slept the first night because of the lack of sound proofing in the rooms and had to be moved to another room. The front desk lady called my wife a "B!T@$" becasue she (my wife) was upset that some jewelry was missing and was extremely concerned about it. I just so happened to be walking into the lobby as she (guest services) was slamming down the phone and saying the word "B!T@$", and her and another guy were laughing about it. Of course she started crying when I confronted her about it, because she was busted, and attempted to notify the manager. But when he got on the phone he had the BIGGEST ATTITUDE and explained to me how I was on "His Time"! He continued to say "she said she didn't call your wife a b!t@$ and I believe her", (the lady later confessed to my wife that she did when my wife asked her if she was the one who called her that word). I was amazed that they were employed there until I talked to a few local people and they explained that the Hotel was owned by two men who had other investments in town and didn't really manage the hotel at all and just allowed the management to do whatever they liked. This was not the first incident there and it will not be the last. I warn you.....do not stay here.....there are plenty other nice places in New Braunfels to stay, and I am sure that they will treat you better. Maybe the experience would have been different if we didn't have to engage with the representatives but then again, with that customer service they offer, there is no way around it. Sorry Hilton, you really let your clients down at this location. However, I did call Hilton customer service and there attitude was completely different but that was corporate and the location is Franchise.
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