We did not have a good experience from the moment we entered the room. It did not smell clean; instead, it had a musty odor, as if it hadn’t been opened in a while. In the early morning, we discovered a cockroach turned on its back, which we believe one of the kids accidentally flipped while walking to the bathroom. We quickly packed our things and checked out as soon as possible. We still paid for the stay, but left immediately after the incident.
This incident forced us to end our trip early and drive over four hours back to San Antonio to the hotel we had checked out of the day before, as we needed a place to stay until our flight home. Given the hotel's location, we understand that critters can occur, but since we are stationed overseas, we had to wash all our clothing and luggage before flying back to ensure we didn’t bring any pests with us. This situation really dampened our plans.
The front desk staff had little to say about the incident. The only customer service response we received was when a staff member was sent to remove the cockroach. He was pleasant and tried to lighten the mood with jokes, but it didn’t alleviate the fact that the incident caused us significant last-minute changes and unexpected expenses. It felt like this was considered a normal occurrence. We paid for the day as requested be front desk and that was it.