Embassy Suites by Hilton San Antonio Airport
🏨 Hotels & Travel · San Antonio
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
hotel room contained a live cockroach and staff were unresponsive
Business reply on Google
Keisha, thank you for sharing your feedback. We sincerely apologize for the roach issue, the lack of concern you experienced from our team, and the missed management follow-up. This is not the level of cleanliness, service, or communication we aim to provide. Your comments will be shared with management, housekeeping, and pest control teams for immediate review and improvement.
Room keys deactivated early and breakfast service ended strictly on time.
Business reply on Google
Ahmad, thank you for sharing your feedback. We sincerely apologize that your stay did not meet the level of hospitality you’ve come to expect from Embassy Suites. The issues with your room keys, automatic checkout, and limited breakfast flexibility caused understandable inconvenience, especially while traveling with family. Your comments regarding service procedures, communication, and guest-focused support will be shared with management for review and improvement.
Vehicle break-in occurred in the hotel parking lot
Business reply on Google
Andrew, thank you for sharing your concerns. We’re very sorry this happened during your stay and understand how upsetting it must have been. While parking areas are used at guests’ own risk, we take safety concerns seriously and appreciate you bringing this to our attention. Our team acted quickly to clean the area and will continue reviewing ways to improve guest safety and communication. We apologize that your experience with management did not meet expectations.
Poor service, malfunctioning amenities, and unexpected parking fees at the hotel.
Business reply on Google
Hello, we're sorry to hear about the issues you had with our staff and amenities. We strive to deliver exceptional service and a comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (210) 525-9999 so we can follow up with you. We value you as a Hilton Silver member and hope to welcome you back for an improved stay in the future.
discriminatory treatment and failure to honor promised compensation by hotel staff
Business reply on Google
Michael, thank you for sharing your experience. We sincerely apologize that your arrival and check-in did not reflect the level of service, professionalism, and care we strive to provide every guest. We take concerns about equal treatment, communication, and billing commitments very seriously, and your feedback has been shared with management for review. We regret that you felt overlooked or misled, and we appreciate you bringing these concerns to our attention so they can be properly addressed.
Staff denied check-in to active military member despite prior approval.
Business reply on Google
Hi Amber, we appreciate you bringing this situation to our attention. It's concerning to hear about the experience your son faced during his stay at Embassy Suites. We deeply respect and value the service of our military members, and this incident does not reflect our standards. Please know that this issue is being looked into to ensure it does not happen again. We encourage you to contact https://help.hilton.com/s/contactsupport and (210) 525-9999 so we can follow up with you. Thank you for your feedback, and we hope to have the opportunity to serve you better in the future.
Hotel staff refused room check-in to a pre-paid military service member.
Business reply on Google
Hello Terry, we would like the opportunity to look into this matter. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (210) 525-9999 so we can connect with you. We look forward to hearing from you.
Hotel failed to provide reserved room type and room was dirty.
Business reply on Google
Hello Paul, thank you for being a loyal Diamond and Gold member with us for the past decade. We're sorry to hear about your recent experience at Embassy Suites. Your feedback about the room availability and cleanliness is concerning, and we're looking into this issue. It's great to hear that Tony and the breakfast staff made a positive impression during your stay. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (210) 525-9999 so we can connect with you. We appreciate your feedback and hope to provide a better experience in the future.
The hotel facility suffers from significant lack of maintenance and wear.
Business reply on Google
Hello, we're sorry to hear about your experience at our hotel. Your feedback regarding the maintenance issues is important, and we assure you that the matter is being looked into. We strive to maintain the standards that our guests expect from Embassy. Please feel free to reach out to https://help.hilton.com/s/contactsupport and (210) 525-9999 to discuss further. We appreciate your input and hope to have the opportunity to welcome you back in the future.
Multiple vehicles were broken into due to lack of security cameras.
Business reply on Google
Hi, Debo. We sincerely apologize for what occurred on our property this past weekend. The safety and comfort of our guests is always our highest priority, and we’ve taken immediate measures to strengthen security: • Off-duty police officers are now present daily from 3 p.m. to 7 a.m. • A new security gate has been installed • Fence construction has begun, with posts already in place We are also continuing to work closely with local authorities on the investigation. We greatly value our guests and our community, and remain dedicated to providing a safe and welcoming environment for all. Thank you.
Vehicle was broken into and belongings were stolen in parking lot.
Multiple vehicle break-ins occurred with inadequate security and staff intimidation.
Business reply on Google
Hi, Zi. We’re truly sorry for what happened on our property over the weekend. Protecting the safety and peace of mind of our guests is our top concern, and we’ve quickly put additional security measures in place: • Off-duty police officers are now onsite daily between 3 p.m. and 7 a.m. • A security gate has been added • Fence construction is underway, with posts already set We’re also working actively with local law enforcement as part of the investigation. We appreciate our guests and our community, and we remain fully committed to ensuring a safe, welcoming space for everyone. Thank you.
Vehicle break-ins occurring in the hotel parking lot
Business reply on Google
Andrea, Please accept our apologies for the incident that took place on our property this past weekend. Guest safety and peace of mind are our top priorities, and we have acted immediately to strengthen security: • Off-duty police officers are now stationed daily from 3 p.m. through 7 a.m. • A new security gate has been installed • Fence construction is progressing, with posts already set in place We are also in close coordination with local authorities as the investigation continues. We value our guests and community greatly, and we remain committed to maintaining a safe and welcoming environment for all. Thank you
Vehicle break-ins occurred in the hotel parking lot repeatedly
Business reply on Google
Hi, Adriana We’re very sorry this incident occurred on our property over the weekend. The well-being and security of our guests remain our top priority, and we have promptly taken steps to improve safety: • Off-duty police officers are now onsite every day from 3 p.m. to 7 a.m. • A security gate has been put in place • Fence construction has started, with posts already being installed We’re also actively cooperating with local authorities during the investigation. We deeply value our guests and community, and we remain dedicated to providing a secure and welcoming environment for everyone. Thank you
Staff denied access to a service dog in violation of ADA.
hotel failed to provide coffee and did not fix broken machine
Business reply on Google
We're sorry to let you down as our valued guest, William. We always strive to deliver a superior experience at our hotel, and it sounds like we missed the mark during your stay with us. Rest assured, we will look into your concern regarding our amenities. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (210) 525-9999 so we can connect with you. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Room booking issues, faulty air conditioning, and vehicle break-ins reported.
Hotel provided incorrect room, broken air conditioning, and vehicle was broken into.
The hotel room was dirty and the furniture was in disrepair.
Business reply on Google
Hello Uzma, I'm sorry to hear about your experience at Embassy Suites. We're addressing your concerns about room cleanliness. Please contact us at https://help.hilton.com/s/contactsupport or call (210) 525-9999 to share more details. We appreciate your feedback and are dedicated to improving our services.
The hotel provided multiple dirty towels stained with unknown substances.