Hidden Lake Apartments

I lived at this complex for over two years and endured some extremely unpleasant experiences because of it. I should have taken the hassle I was given upon submitting my application as an omen but I digress. One of the greatest lowlights included having my AC go out each summer. Maintenance came and “fixed” the issue. Meanwhile, the thermostat ranged 86-91, on average, for days after my initial trouble tickets were submitted. I was not provided or offered another unit to safely live in either time. The weather stripping on my doors was not properly maintained and I had to request maintenance swing by more than once to tend to the issue, during the first year of my lease. Once they had the time to address my request, the insect problem got better for a while. During the second year of my lease, I had a major ant problem multiple times for no apparent reason. Mind you, I had lived on the third floor and my apartment was clean/tidy (not just for me, to the general public). There were hives/nests in the walkways, making it difficult to comfortably get to my car. I had to do at least two maintenance tickets about this, because the first one was closed without action. For MONTHS on end, at least one gate (the front gate) stayed open. There was at least one point when both gates were not working properly. The trash and recycle bins were typically overstuffed, trash and recycled material were typically scattered everywhere. I received 2-3 spam texts a WEEK from the office about lease policies from around August until I moved out in February. I emailed, requesting these texts be stopped but never received a response. I suspected an unsafe mold type was growing in my unit. (A pipe burst above my shower at one point. The lack of urgency to address the issue and the apparent water damage left me concerned.) Management was dismissive about this concern. These are just some of the major inconveniences I experienced. I also didn’t receive my deposit for over a month. The only positives I can think of in comparison to where I live now were the proximity to HEB and other plazas, the location as a whole (it’s a bit more central), and the layout of my unit (having a dining room sectioned off was a plus). If you’re looking for an attentive maintenance team or leasing office, unless management has changed, I’d suggest looking elsewhere. Your e-mails and trouble tickets will go unaddressed and/or you will have to re-request support. It’s not worth the headache. These are just some of the major concerns I dealt with in the two years I stayed at this complex.

I have been a resident of Hidden Lake for almost 10 years and up until the last 1.5-2 years I would have given them a great review- the location is lovely (right next to HEB Plus and the Bandera Pointe shopping center, right down the highway from UTSA and LaCantera), all the trees eliminate the road noise of 1604, office staff was reasonably responsive, maintenance was quick to see to routine issues (usually within 48 hours), and they were seemingly doing what they could to deal with the constant foundation issues. I'm not sure what changed about 2 years ago, but everything has deteriorated and become absolutely unacceptable. First, both the front and back gates malfunctioned and were not fixed for over a year (the back gate is still broken to this day)- the gates had broken down frequently before, but were usually fixed in a reasonable amount of time. But over a year it was left wide open without any regular updates from the office and, when I emailed them directly regarding a status of the repair, was simply told that they would provide an update when they had one. Whereas at one time routine maintenance issues would be resolved in, at most, 48 hours, I have submitted tickets for four separate needed repairs (including not being able to get out onto my balcony as the door will no longer open due to the constant foundation shifting) and they have not been resolved for a month now. I have emailed multiple times, attempted to call the office, left a voicemail, and attempted to stop by in-person to obtain an update. When I DO receive a response, it's to repeatedly tell me that maintenance is seeing to emergency repairs first; I completely understood this... initially, but after a month? The same song and dance is no longer acceptable. And the office personnel have become nearly IMPOSSIBLE to get in touch with, no matter the avenue. Emails may be responded to once, otherwise they go completely unanswered even after follow up. They won't answer the phone- I called nine times over a two day period before I spoke to someone only to be given the same excuse. That was weeks ago- I've attempted to call six times so far today (it's currently early afternoon) and no one answers. When I stopped by the office in-person they have the out of office sign up signaling they'll be back in over an hour. Being a resident of this community has become both infuriating and disheartening since you absolutely cannot get any meaningful response (or, oftentimes, any response at all) from management. And don't even try to contact BH Management- I couldn't get a phone number from the office and the messages to the email address I was given have gone unanswered. Basically once you sign the lease, you're on your own. Just pray that you don't have maintenance issues or issues with your neighbors because you won't receive assistance. From a long-time resident, do yourself a service and look elsewhere.

Wish I could write a good review but sadly, Aside from the beautiful scenery and the Community Manager, Natividad. This place needs a lot of work. Maintenance is completely unresponsive even for emergency situations. The gate continuously is broken making my Autistic Son feel very unsafe. Our neighbors smoke a ton of pot, the smell is nauseating. The vendor I honestly think is not real because although we ended up having a flood from the upstairs unit, he has never come by to fix ANYTHING from that issue which has resulted in our unit now having a mold problem that is making my son and I very sick. The outside is very deceiving. I was charged a $40 fee for our backyard looking disheveled when it was maintenance that through our old blinds out on the back patio and never came back to collect them like they said they would do. Maintenance never actually fixes the problem, they just put a bandaid on it. Here again the lake and scenery are beautiful but is it worth the overpriced rent to, not live…just exist here. Absolutely NOT! Oh, we have recently found out that we are sharing the unit with an infestation of German Cockroaches under our water heater. I’m Type A so our unit is clean inside. Guess that’s what you get when you live by a lake. I will fulfill my lease but after that I will be leaving and not looking back. Thank you Nati for trying to help and for all you have done with making my son feel at home while we’ve been here. I do appreciate that much. But really, don’t even waist your time with this apartment. It needs more help than it can be given. Wish they would just move us to another unit until they can fix everything and treat the mold problem (my son is very allergic) but, guess not.

My time at hidden lake was decent, however the move out process was horrid. Miscommunication between on property management and whomever runs the many properties in the region. Staff misplacing important documents and not being clear cut about the whole process or misleading and stating you can move out early as long as you have submitted your vacate notice beforehand. Get everything in writing, record every conversation you have, have copies of everything, and ensure that if you are leaving you have a place in mind but don't move out til the 60 days are up. Because God forbid you have to immediately move before the 60 days. Its also disheartening when you are told one thing by management but then told no that is not in policy so we cannot honor what was said.

Ever since moving in, the stay has been decent, but they don’t unlock the pool gates when the pool is suppose to be opened. Apparently other residents have had this reoccurring problem before and management does nothing. It’s Mother’s Day and people are jumping the gates. On top of that, the front gates never work. They are always opened where non residents would be able to get in and that can cause car break ins etc.