Hilton Garden Inn San Antonio Downtown Riverwalk
🏨 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 failed to provide the advertised buffet breakfast included in booking.
Business reply on Google
Minha, thank you for taking the time to share your review with us. We sincerely regret the confusion and inconvenience you experienced regarding your reservation and the breakfast buffet. We truly appreciate you bringing this matter to our attention, as it helps us improve and prevent similar situations in the future. We understand how important it is to start your day off with a delicious breakfast. We hope this experience won't deter you from staying with us again. We would love the opportunity to welcome you back and provide you with the seamless stay you deserve.
Room view did not match the description provided by reservation staff.
Business reply on Google
Violet, thank you for sharing your experience. We truly regret that your stay did not meet the expectations you had for such a special vacation. We completely understand how disappointing it must have been to arrive expecting a River Walk view after being told one would be available, only to find that wasn't the case. That understandably set the wrong tone for your visit, and we regret the frustration this caused. We appreciate you bringing this to our attention so it can be reviewed with the appropriate teams. We hope you'll consider giving us another opportunity to provide the experience you originally envisioned and restore your confidence in us.
The hotel overbooked the room resulting in unavailability upon arrival.
Business reply on Google
Thank you for sharing your feedback, Chris. We understand how disappointing it can be to arrive after a long day of travel and find that your preferred room type is not available. We regret the frustration this caused and appreciate you bringing it to our attention. We hope to have the opportunity to provide a smoother experience in the future.
Elevator malfunctions, missing towels, and excessive valet wait times.
Business reply on Google
Cristel, thank you for sharing your feedback with us. We sincerely regret learning about the issues you encountered during your stay regarding our elevators, housekeeping, and valet services. It is very disappointing to hear, as guest well-being, comfort, and service are our top priorities. Please know we will forward your concerns to our management team so they can be properly addressed, and we appreciate you bringing them to our attention. We truly hope you will reconsider staying with us again in the future, as we would love the opportunity to welcome you back and restore your confidence in us.
The hotel charged significantly more for parking than advertised.
Business reply on Google
We sincerely regret the confusion you experienced regarding parking, especially as a Hilton Honors Diamond Member. We completely understand how frustrating this must have been. Please know that we will be discussing your feedback with the appropriate team members to address this issue and help prevent any future confusion. Thank you for sharing your experience with us. We hope to have the opportunity to welcome you back in the future.
The hotel room was dirty and the furniture was worn out.
Business reply on Google
We're so glad you enjoyed our location and had a positive experience with our wonderful staff and hotel. At the same time, we regret to learn that you felt certain areas, like the furniture and the shower, could use some attention. Thank you for sharing this with us. Feedback like yours is key to helping us improve for the future. We truly hope you'll give us another opportunity to welcome you back in the future.
unauthorized room entry and poor housekeeping and maintenance service
Business reply on Google
It’s disheartening that your stay fell short of expectations. We’re committed to providing comfortable and secure accommodations, and your comments about your room experience have been shared with the appropriate teams. We will also review your feedback as we continue to enhance our sustainability practices. Thank you for sharing your experience, and we hope to have the opportunity to earn back your trust.
hotel provided incorrect room type despite availability
Business reply on Google
We regret to hear about your experience with us, from the confusion surrounding your room booking to the level of service not meeting your expectations. We truly appreciate you sharing your feedback, as it will be shared with our team to help us improve. We hope you will consider staying with again in the future so that we may provide you with a better experience.
The hotel staff provided unfriendly customer service.
Business reply on Google
We are happy to hear that you enjoyed our great location and our rooms. However, we regret to learn that the service you received from our reception and restaurant staff did not meet your expectations. We truly appreciate your feedback, as it helps us continue to grow, and we hope you will consider staying with us again in the future to provide you with a better stay.
Staff evicted guests over a dispute regarding bottled water access
The hotel rooms, pool, and kitchen were found to be dirty.
Business reply on Google
We regret that your experience was not up to standard, Julie. We take cleanliness very seriously and have forwarded your comments to the appropriate members of our team for immediate investigation. You can also contact us directly if you want to discuss your concerns further. At any time during a stay with us, you can call down to the front desk to request housekeeping or report any concerns you have with your room or cleanliness in any area of the hotel. We hold our establishment and staff to a very high standard, and it’s disheartening when we find those standards are not being upheld. We hope you’ll reconsider booking another stay with us. We would love the opportunity to give you a better experience, and one that more aligns with the values and standards of Hilton.
Valet negligence led to vehicle theft and loss of professional equipment.
Prepaid hotel reservation was cancelled without explanation or alternative accommodation.
Business reply on Google
We are disheartened to hear you had a negative experience. Your feedback is appreciated, and we regret that you weren't able to stay with us! Please contact us directly so we can further discuss your experience.
Valet damaged customer vehicle and management refused to address the issue.
Elevators broken, blood on sheets, and unreliable parking service.
Business reply on Google
Laura, we regret that your visit didn’t reflect the smooth and welcoming experience we aim to provide. We understand how frustrating it must have been to deal with elevator delays and difficulty accessing your vehicle, especially while traveling with family. Your feedback regarding the room condition and response at the desk has been shared with our team for review. We hope to have the opportunity to welcome you back for a stay that better aligns with your expectations.
noisy room and uncomfortable bed with dishonest front desk staff
Business reply on Google
Amy, we sincerely apologize that your experience wasn't as comfortable as it should have been. The situation you described regarding room availability is certainly unusual, and we regret any miscommunication that occurred. We are addressing this internally to ensure it doesn’t happen again. We value your feedback and would be grateful for another chance to provide you with a stay that truly reflects our high standards.
excessive noise and unprofessional valet service with poor management response
Business reply on Google
Joshua, please accept our sincere apologies for your frustration. Our incredible location in the heart of the downtown can bring sounds of the city and we regret that your stay wasn't as restful as we would have hoped. Additionally, we're disappointed that our team was unable to respond to your concerns in an acceptable way, and we will be working to see where retraining is needed. Please feel free to reach out to our management to discuss your experience further. We hope to hear from you soon.
multiple issues with room functionality, service, and hotel layout
Business reply on Google
Hector, it's disappointing to hear that your visit fell short of expectations. Please accept our sincere apologies for the inconvenience at check-in and for the details of your room that weren't up to our high standards. Your feedback is essential in helping us improve, and we'll be addressing these concerns internally. We hope we can welcome you back for a much smoother and more comfortable stay next time.
Valet service was inefficient and the shower drain was clogged.
Business reply on Google
Although we're happy that our unbeatable location pleased you, Doug, it's disappointing that other aspects of your stay fell short of expectations. We will use your comments to work with the valet and maintenance teams to see where extra attention and retraining are needed to ensure excellence going forward. Your feedback is appreciated and we hope you'll consider giving us another chance to change your impression of us.
Vehicle broken into at valet with poor communication and management response
Business reply on Google
Thank you for sharing your experience, Don. It's disheartening to learn that your stay was affected by the break-in, and we will be working with our team to ensure prompt, complete communication when needed. Please know that we care deeply about your satisfaction and we encourage you to reach out to us again if you'd like to further discuss your comments. We hope to have a chance in the future to restore your trust in us.