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Menger Hotel

Phone: (210) 223-4361 Fax: (210) 228-0022 View Additional Phone Numbers 204 Alamo Plz, San Antonio, TX 78205

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Menger Hotel include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Menger Hotel
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: December 01, 1971 Business started: 02/01/1859 in TX Business started locally: 02/01/1859 Business incorporated: 12/21/2001 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202

Type of Entity

Limited Partnership (LP)

Business Management
Mr. Joseph Smith, CEO Mr. Hector Venegas, GM
Contact Information
Principal: Mr. Joseph Smith, CEO
Customer Contact: Mr. Hector Venegas, GM
Business Category

Hotels Wedding Chapels & Ceremonies Party Facilities Convention Services & Facilities

Additional Locations


    204 Alamo Plz

    San Antonio, TX 78205 (210) 223-4361 (800) 345-9285


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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

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Additional Phone Numbers

  • (800) 345-9285(Phone)
  • (210) 223-1328 (Fax)
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Complaint Detail(s)

10/17/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On July **** we checked into the Menger Hotel and the valet took our bags to be brought up to the room. When the bags were delivered two were missing. After review of hotel tapes they identified a suspect who took the bags off the valet cart which was to the side of the valet station, unsupervised. Its been over 2 months without any remuneration. A CPAP machine (worth $1170) and several thousand in jewelry were taken. We keep being told its now in the hands of their insurance company although I believe the hotel is responsible regardless of what their insurance company reimburses. We've provided receipts for items we had but many were gifts from family and friends and no receipt exists. We would appreciate help expediting the matter.

Desired Settlement: We would appreciate a monetary replacement for the items stolen of which a list was sent to the Menger Hotel.

Business Response: Contact and claim information:
Menger Hotel, *** *********** ********* ********* ** *** ******* ******* ************ *** ***** ******* ********* ******** *** ****** ****** ******** ************** ***** * ***********

On 7/**/2013, The Menger Hotel Loss Prevention Agents were notified that two bags were not delivered to Dr. ********'s guest room. Loss Prevention agents completed the reports and Ms. ********** submitted them by email to ******* Insurance with copies of the video. The video shows an unknown person entering the valet driveway, walking over to the luggage cart and removing a bag and leaving the valet driveway, walking down the hallway and exiting through the Menger Bar door inside the hotel. On 7/**/2013, Ms. ********** spoke to Dr. ********* and requested an itemized list of the items (jewelry) and supporting receipts. Dr. ******** advised Ms. ********** he would put that together and send it to her. On 8/**/2013, Ms. ********** received a list from Mrs. ******** and several receipts for the items that were reported in the bag and the CPAP machine. We did not receive receipts for the majority of the items listed. This list was emailed to ******* Insurance on the same day. On 9/**/2013, Ms. ***** spoke on the telephone with Dr. ******** and she advised him that the claim is being reviewed for property replacement.

Ms.********** has maintained contact by telephone with Dr. ******** and Ms. ***** during this time. Ms. ***** has also remained in contact with Dr. *********.
The Menger Hotel will support the decision made by ******* Insurance when the claim is resolved.

Consumer Response: Complaint: *******

I am rejecting this response because; Although I am thankful that the Menger Hotel responded, it has been over 2 and a half months since our items were stolen because of the negligence of the hotel. I have attempted to convey from the beginning that the Menger Hotel is ultimately responsible for the loss and their dealings with their insurance company are a separate matter. I do not pay premiums to *******, the Menger Hotel does. I can therefore conclude if the insurance company does not accept the requested reimbursement then the Menger  Hotel will not meet its obligations. I think most individuals would determine this as an unfair outcome.


****** *********

Business Response:
We appreciate the opportunity to resolve this incident with Dr. and Mrs. ********* and have thanked them for their patience and understanding.

A reimbursement check has been mailed to Dr. and Mrs. ********* on 10/*/2013

Consumer Response: Complaint: *******

I am rejecting this response because:We still have not received the reimbursement check from the Menger Hotel. I was hoping to wait another few days for the check to arrive in the mail but the BBB policy requests feedback within 6 days which ends tomorrow. On the other hand I would have thought the check would have arrived already from *** ******* to *******.


****** *********

Business Response: We regret that Dr. and Mrs. ********* has not received the reimbursement check sent to them at the address they provided when the incident was reported and is on another letter of correspondence.

 The check was mailed on October *, 2013. *** **********, my secretary, called Dr. ********* at **** **  toady so that she could address this and verify the address and see if perhaps Dr. and Mrs. ********* has received the check. 

Thank you for the opportunity to address this and we look forward to a successful resolution with Dr. and Mrs. *********.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. The check did arrive today for the full amount requested and I want to thank the Menger Hotel and Ms. ********** for making good on their promises and providing us restoration value for our stolen items.


****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/22/2013 Advertising/Sales Issues | Complaint Details Unavailable