Hilton Palacio del Rio
🏨 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
The hotel room had a persistent and unpleasant sewage odor.
Business reply on Google
Hello Kristina, we're truly sorry to hear about the unpleasant experience you had with the room odor during your stay. This is certainly not the standard we strive for at Palacio del Rio. Your feedback is important, and we are currently looking into the issue you faced. I encourage you to reach out to https://help.hilton.com/s/contactsupport or call (210) 222-1400 to provide more details about your booking and discuss your experience further. Thank you for bringing this to our attention, and we hope to have the opportunity to better serve you in the future.
Rude server, long wait for drinks, and incorrect cold food served.
Business reply on Google
Hello Daniel, we're sorry to hear about your experience during your recent visit. It's concerning to learn about the service issues you encountered, and we assure you that this is being looked into. We appreciate your feedback and encourage you to contact https://help.hilton.com/s/contactsupport and (210) 222-1400 to discuss further. Thank you for bringing this to our attention. We hope to have the opportunity to serve you better in the future at Palacio del Rio.
Staff threatened guest for reporting noise disturbance at night.
Business reply on Google
Hi Philly, we are glad you chose our hotel for your family, though we are sorry to hear that your stay was not the peaceful experience we strive to provide for our guests with young children. We want to ensure every guest feels heard and supported during their stay. Please reach out to us at https://help.hilton.com/s/contactsupport so we can address this matter directly with you. We hope you have a safe trip home.
Excessive valet wait times and lack of transparent parking information.
Business reply on Google
Hello Christopher, we're sorry to hear about your experience with the parking service at our hotel. We understand how important it is to have timely access to your vehicle. Please know that this issue is being looked into to ensure better service in the future. We appreciate your feedback and encourage you to contact https://help.hilton.com/s/contactsupport and (210) 222-1400 so we can follow up with you. Thank you for sharing your thoughts, and we hope to have the opportunity to serve you better in the future.
Hotel oversold rooms and failed to provide alternative accommodation.
Business reply on Google
Hello Connor, we're truly sorry to hear about the challenges you faced during your recent visit. It's concerning to learn about the issues with your reservation and the lack of support you experienced. Please know that this matter is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (210) 222-1400 for further assistance. We appreciate your feedback and hope to have the opportunity to better serve you in the future.
Black mold found inside the hotel room toilet tank.
Business reply on Google
Thank you for staying with us here at Hilton Palacio del Rio. We understand how important it is to provide our guests with a reliable, friendly stay experience and we apologize for not meeting these expectations. Your feedback is valuable to us, and we will use it to make the necessary improvements. We hope to have the pleasure of welcoming you back in the future.
persistent sewer gas odor throughout the hotel building
Business reply on Google
Hi Scott - We apologize that the persistent odor affected your stay. We value your loyalty and regret this experience. Your feedback has been shared with our maintenance and management teams. Please contact us at https://help.hilton.com/s/contactsupport or call (210) 222-1400 so we can assist you.
room service was unavailable and staff ignored or disconnected phone calls
Business reply on Google
Hi Ryan, we're sorry to hear that your stay with us was less than ideal. We strive to provide top-notch service and hospitality for all our guests. Please know that we are looking into this issue, and we encourage you to reach out to https://help.hilton.com/s/contactsupport and (210) 222-1400 to provide more details and discuss your experience further. We appreciate your feedback and hope to have the opportunity to welcome you back in the future.
Broken toilet and staff left hotel room door propped open.
Room maintenance issues including sharp furniture and dirty air filters.
Hotel failed to honor loyalty status and has excessive noise levels.
Business reply on Google
Hello William, we value you as a Hilton Gold member and we're sorry we let you down. Here at Hilton Palacio del Rio, we always strive to provide the best guest experience. We understand your concerns regarding the noise, breakfast service, and the parking, and 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) 222-1400 so we can follow up with you. We hope to welcome you back for an improved stay in the future.
hotel rooms were not cleaned between guest stays
Business reply on Google
Hi Lauren - We regret to learn about the housekeeping issues you experienced during your stay, including the condition of both rooms and the items left behind from previous guests. This does not reflect the standards we aim to uphold, and we understand how disappointing this must have been. Your feedback is important to us, and we would appreciate the opportunity to review this matter further. Please reach out to us at https://help.hilton.com/s/contactsupport or call (210) 222-1400 so we can follow up directly.
Staff refused to assist with vehicles blocking traffic outside the hotel.
Business reply on Google
Thank you for your feedback. We sincerely apologize for the inconvenience you experienced with parking. Your comments are valuable, and we will share them with our team to improve traffic management and parking processes. We appreciate your patience and hope to provide a smoother experience in the future.
Excessive wait time for hotel parking due to poor traffic management.
Business reply on Google
Thank you for your feedback. We sincerely apologize for the inconvenience you experienced with parking. Your comments are valuable, and we will share them with our team to improve traffic management and parking processes. We appreciate your patience and hope to provide a smoother experience in the future.
room had strong sewer odor and lack of hot water
Business reply on Google
Hello Marion, we're sorry to hear about the issues you experienced during your stay, especially with the room's condition and the impact it had on your health and comfort. We are currently looking into the concerns you've raised, including the sewer smell and lack of a full-size mirror. Please reach out to https://help.hilton.com/s/contactsupport or call (210) 222-1400 to discuss this further. We appreciate your feedback and hope to provide a better experience in the future at Palacio del Rio.
hotel failed to notify guests about restricted access during check-in
Business reply on Google
Hi Cristal, we're sorry to hear about the difficulties you faced during your New Year's Eve visit. We strive to prvide seamless experience and excellent customer service for our guests. Rest assrued that we're looking into this issue, and we encourage you to reach out to https://help.hilton.com/s/contactsupport and (210) 222-1400 so we can investigate further. We appreciate your feedback and hope to have the opportunity to better serve you in the future.
hotel failed to provide requested room features and services
Business reply on Google
Hello Elizabeth, we're sorry to hear about the issues your client experienced during their stay. We are looking into the concerns you mentioned regarding the room details and customer service. Please contact https://help.hilton.com/s/contactsupport and (210) 222-1400 to provide more information about the booking so we can address this matter further. Thank you for bringing this to our attention. We hope to have the opportunity to serve you better in the future at Palacio del Rio.
hotel staff allegedly stole personal property and demanded payment for return
Valet service took over an hour to retrieve the customer's vehicle.
Business reply on Google
Hello Lily, we're sorry to hear about your frustrating experience with our valet service at Palacio del Rio. Waiting over an hour for your car, especially with a baby, is certainly not the level of service we aim to provide. Please know that this issue is being looked into to ensure it doesn't happen again. I encourage you to contact https://help.hilton.com/s/contactsupport and (210) 222-1400 to provide details about your booking. We appreciate your feedback and hope to have the opportunity to serve you better in the future.
Room size, bed quality, noise levels, and expensive valet parking issues.
Business reply on Google
We appreciate your feedback, a member from our management staff will reach out to you.