Hilton Garden Inn San Antonio Airport South
🏨 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
Unhelpful staff and poor room maintenance during hotel stay.
Business reply on Google
Thank you for taking the time to share your feedback. We apologize that your stay fell short of the high standards expected of a Hilton Diamond member. Your concerns regarding cleanliness, amenities, and the dismissive communication regarding our pet-friendly policy is unacceptable and does not reflect our commitment to hospitality. We will address these with our team to ensure smoother communication and care moving forward. We are glad to hear you enjoyed our dinner service, and we hope to have the opportunity to deliver a seamless, fully hospitable experience for your family in the future.
Reservation canceled due to late arrival and charged full room rate.
Hotel has poor service, broken amenities, and lack of room supplies.
Business reply on Google
Hi Aracely, we apologize for the issues and inconveniences that you experienced with our facilities and amenities. We value our guests and strive to deliver the best service and accommodations possible, so we're disappointed we missed the mark. We would like the opportunity to look into this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (210) 822-1554? Thank you.
Vehicle window broken and car rummaged through in hotel parking lot
Hotel has poor cleanliness, insect infestation, and vehicle vandalism.
Vehicle break-ins and theft occurring in the hotel parking lot.
Difficult door mechanism and overpriced snacks and drinks.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear about the difficulties you experienced with the room features and your frustration with pricing and taxes. We understand how this can be disappointing, and your comments will be shared with our team as we work to improve clarity, comfort, and overall value for our guests.
Poor facility maintenance, unhelpful staff, and lack of building security.
Business reply on Google
Thank you for taking the time to share your feedback. I sincerely apologize that your recent experience did not meet your expectations. We strive to provide every guest with a welcoming and comfortable stay, and I’m truly sorry that you did not feel this during your visit. Regarding breakfast, Hilton Garden Inn properties do not offer complimentary breakfast. Our on-site restaurant provides a la carte options with both buffet and made-to-order selections. We are also renovating the pool area to enhance the guest experience, and it will be fully operational soon. Your comments about the front desk and property security are taken very seriously. We will be reviewing these concerns with our team to ensure that future guests feel safe, welcome, and properly assisted. We appreciate your feedback, and I hope you will consider giving us another opportunity in the future to provide the high standard of service and comfort Hilton is known for.
Hotel lacks pool and charges for breakfast
Business reply on Google
Hi Mariah, thank you for sharing your feedback. We understand your concerns about the pool and breakfast charges. Please know that we are looking into these issues. Please contact https://help.hilton.com/s/contactsupport and (210) 822-1554 to provide more details about your booking. We hope to welcome you back in the future.
Customer vehicle was stolen from the hotel parking lot.
Hotel room had construction noise, mold smell, and broken amenities.
Business reply on Google
Thank you for sharing your feedback. I’m truly sorry to hear about the noise, room condition, and lack of amenities during your stay. We are currently undergoing renovations to improve the overall guest experience, and we understand that the disruptions you faced were frustrating. Your concerns about the room, pool, and overall condition of the hotel are being addressed as part of this process. We’re committed to delivering the high standards Hilton is known for, and we regret that we fell short during your stay. We appreciate your patience as we work to enhance our property, and we hope to welcome you back once the renovations are complete for a much better experience.
Vehicle broken into and unhelpful staff regarding security footage.
Hotel failed to provide maintenance and housekeeping services during stay.
Business reply on Google
Hi Ramatu, we're sorry you've had negative experience at our hotel. We aim to provide comfortable accommodation and excellent service for our guests. It is concerning to learn about the issues you faced with the bathroom and housekeeping services. We are currently looking into these matters to ensure they are addressed. Could you pleases reach out to https://help.hilton.com/s/contactsupport or (210) 822-1554 so we can discuss this with you further? We hope to have the opportunity to regain your confidence.
unexpected parking fees were charged without prior notification
Unsanitary room conditions, poor service, and pest presence in bar area.
Business reply on Google
Dear Valued Guest, Thank you for sharing your experience. I sincerely apologize that your stay did not meet expectations. Providing a comfortable and enjoyable visit is our top priority, and I regret that we fell short in several areas. Your feedback regarding cleanliness, maintenance, and service is concerning, and I assure you I am addressing these matters with our teams. The experience you described at our bar is also unacceptable, and I will reinforce our service standards. Regarding breakfast and parking fees, we strive to communicate all charges at check-in, and I regret if this was unclear. I appreciate you bringing this to our attention so we can improve. Again, our sincerest apologies for the inconvenience.
Hotel room has moldy sink, damaged baseboards, and poor maintenance.
hotel charged full price for a booking error
Business reply on Google
Hi Frank, we're sorry to hear about the issues you faced with your booking and the charges. We aim to provide an amazing experience, and it's unfortunate that we fell short on our customer service. We understand your frustration with the situation and the difficulty in resolving it. Please know that this matter is being looked into. We encourage you to reach out to https://help.hilton.com/s/contactsupport and (210) 822-1554 so we can investigate further. We value your feedback and hope to have the opportunity to better serve you in the future. Thank you for bringing this to our attention.
Poor room conditions and low quality breakfast buffet.
Hotel rooms and breakfast area are dirty with poor staff service.
Business reply on Google
Hi D - We're very sorry to hear about your experience with our team and the issues with our maintenance and amenities. We value our guests and strive to deliver the best service and accommodations possible, so we're disappointed we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (210) 822-1554 so we can look into this further. Thanks for bringing this to our attention.
The hotel is outdated, dirty, and has poor room amenities.
Business reply on Google
Hi Sametria, thank you for the positive comments about Krystal. However, we're sorry to hear you were disappointed with our amenities and the condition of our hotel. Your comfort is our priority, and we appreciate you sharing your concerns with us. If you would like to discuss your experience further, please contact our support team at https://help.hilton.com/s/contactsupport or (210) 822-1554. We hope you can give us another opportunity to provide a more enjoyable stay.