La Cantera Resort San Antonio, San Antonio, Texas

disaapointed

It was a beautiful resort. We were just very disappointed in the staff integrity. We booked our trip through minitime and booked the room recommended to us based on our family size. It also stated that dogs were allowed so we brought our 4lb French bulldog puppy with us. When we arrived, the staff informed us that they are not dog friendly. Which we were shocked by considering it listed 40lbs and under dog friendly. Thy said if it was a disability dog or emotional support dog than they weren’t allowed to ask questions so they sort of advised us to state it was an emotional support animal if anyone asked. The next issue we ran into was our room apparently was not suitable for our family size. They offered to upgrade our room free of charge. We said we would pay the difference for the change in room for what we needed and the hotel staff kept insisting that it would be no difference in price and a complimentary upgrade. So we took the recommend upgrade. The next day when we went to check out, a different hotel staff member checked us out and she charged us an upgrade fee for the room stating that it normally is rented out for $1200 per night. We informed her about the other staff member offering it to us for free. She was rude to my husband about it and made us feel like we were cheap or trying to get it for free when we had asked and offered to pay the difference at the check in. She ended up saying that the first guy who helped us and checked us in would need to sign off on the upgrade fee being waived. Then the following day we notice a $250 charge on our account. When we called we were informed it was a “cleaning fee” for having a dog in the room. We were not informed about this of course and found it to be rather rude to just charge a cleaning fee without even being told about it from the beginning when they are listed as pet friendly. The puppy was in a crate the entire 19hrs of our stay there and when we took her from the crate, she went directly into either a pet carrier or we carried her in our arms down through the lobby and outside to go potty. We never let her roam the room. We never let her roam the lobby. Since they had told us it was not a pet friendly resort, we were trying to be as discreet with her as possible. It was just really a disappointing trip overall because we just didn’t want to have to deal with all the drama that came with it. We were misinformed multiple times. This was not our fault nor was it anything we should have had to deal with whole taking a quick trip. As if it isn’t stressful enough to travel with 5 young kids and a puppy. We should have been able to enjoy our time there and had all of this nonsense with the added charged not happened, we would have probably went back and stayed there when my husband had a week off. The food was good and the pool was relaxing and fun for all the kids. Which is why I still gave them 2 stars. However all the added charged and misinformation was unorganized and unnecessary.

Tips for Families

Not pet friendly. Watch for added charges on your bill. Checkout time is actually 11am not 12pm as stated on Minitime.