AC Hotels by Marriott Hotels in San Antonio

This rates as one of the top 10 worst Marriott experiences in 20+ years of Marriott stays. I have over 2,000 nights stayed at Marriott properties, so I am biased with a certain expectation of how Marriott properties should be providing guest experiences. I arrived shortly after 5PM and had to wait 2 hours for a room. When I was provided a room, it was not what was reserved, so I had to travel down to the desk, point out the issue, and change rooms. Heading to the first floor and back to the room is a challenge on its own. Elevators are slow with large crowds because of the long wait. When I arrived, 2 of 3 elevators were working. When I left, 1 of 3 were working. These elevators are also used by room keeping staff and it seems it is used to restock the rooftop restaurant (unless one room had a huge party that night!). Waiting hours for a room does not imply it was properly serviced. Trash in the shower, unfilled shampoo bottles, a single paper coffee cup. When I asked for more cups, they stocked the room with paper cups that would not even fit into the coffee maker (see picture)! The rooftop restaurant (1 Watson) is not on the roof of the AC Hotel rooms. On the 15th floor there will be loud music intruding into the rooms until 10:00 PM and after that you will hear some customer noise until closing. The building is shared by the Element and AC Hotel. The Element rooms are on the lower level and have a separate bank of elevators. The property is nice, the rooms are nice, and the location was excellent. Running a hotel property to Marriott standards is not easy, and it should not be. The AC Hotel staff and management did address the shower, shampoo and coffee cup issues and we had no other problems during our 3 night stay. Hopefully they get the elevator’s fixed. I don’t know if there is anything they can do about the rooftop restaurant noise being heard in the rooms…it is what it is.