Hotel Indigo San Antonio-Riverwalk by IHG
🏨 Hotels & Travel · San Antonio
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
unexpected charges for an additional night stay
Business reply on Google
Thank you for sharing your feedback Rose Ornelas. We're sorry to hear you were disappointed with your billing experience. We understand how important it is for charges to be clearly explained, and we appreciate you bringing your concerns to our attention. Your comments will be shared with our team as we continue working to provide clear communication and excellent service.
The hotel rooms and facilities were infested with roaches.
Business reply on Google
Thank you for sharing your feedback Anna Edmonds. We are sorry to hear that your stay did not meet your expectations. We regret that your experience left you with this impression, as it is not the level of service and cleanliness we strive to provide. Please know that your comments have been shared with our management team for review and follow-up. We also regret that you felt your concerns were not adequately addressed during your stay. We appreciate you taking the time to share your experience, as guest feedback helps us identify opportunities to improve.
The hotel room had roaches, mold, and was dirty.
Business reply on Google
Hi Kyla, We sincerely apologize for your experience and appreciate your feedback. Cleanliness and comfort are top priorities for us, and we are addressing these concerns with our team. About the roaches and mold you've specified, we take all reports of this nature very seriously. We would like to investigate your concerns thoroughly. Please contact +1 210-527-1900 and provide any photos or additional details about your experience. Sincerely, - The Staff at Hotel Indigo San Antonio-Riverwalk
Vehicle wrongfully towed and hotel room air conditioning failed to function
Hotel room was dirty with mold and provided unsanitary bedding.
Room amenities were broken and service requests were delayed.
Business reply on Google
Hi Linda, Thank you for sharing your feedback with us. We're sorry to hear about the issues you encountered during your stay, including the room conditions and service delays. We strive to provide a comfortable and convenient experience for all our guests, and your comments will help us improve. We hope to have the opportunity to welcome you back for a better experience in the future. - The Staff at Hotel Indigo San Antonio-Riverwalk
Hotel staff failed to address lost property and customer service unresponsive
Excessive noise from ice machine and poor sound insulation in room
Hotel charged for an extra night despite early checkout.
Hotel rooms were dirty and the building had unpleasant odors.
Business reply on Google
Jessica, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your recent stay did not meet expectations. While we’re glad our team’s friendliness stood out, the concerns you’ve raised regarding cleanliness, odors, room condition, and overall maintenance are not reflective of the standards we strive to provide. We take issues like these very seriously, and your comments have been shared with our housekeeping and maintenance teams for immediate review and improvement. We also understand how inconveniences such as parking costs, water interruptions, and room comfort can impact your overall experience, and we apologize for the frustration this caused. Your feedback about the pool, lobby, and location is appreciated, as it helps us identify areas where we can do better. We are actively working on updates and improvements to enhance the guest experience. We truly value your input and hope you might consider giving us another opportunity in the future to provide you with a much better stay. Best Regards, Valerie C Front Office Manager
Room was dirty with insects and hair, housekeeping service was delayed.
Business reply on Google
Todd Kevin, Thank you for taking the time to share your experience. We’re very sorry to hear that your stay did not meet the standards you expected or that we strive to provide. Cleanliness and timely service are extremely important to us, and it is concerning to read about the condition of the room upon arrival and the delay in housekeeping responding after it was reported. This is not the experience we want any guest to have, and we sincerely apologize for the frustration and disruption it caused to your evening plans. Your comments regarding the follow-up from Guest Relations are also disappointing to hear, and we understand how frustrating it must have been not to receive the communication you were expecting. While we’re glad to hear our team members were kind during your interactions, it’s clear we fell short in several areas during your stay. Your feedback has been shared with our leadership team so these service and communication gaps can be reviewed and addressed. We truly regret that this visit did not reflect the positive experiences you’ve had at other Hotel Indigo properties, and we appreciate you bringing these concerns to our attention. Best regards, Valerie C Front O
Room features and hotel cleanliness did not match advertised expectations.
Business reply on Google
Eugenia Kokou, Thank you for sharing your feedback. We’re sorry to hear that your stay did not meet expectations. Our goal is always to present our rooms and property as accurately as possible, and we regret that the room you received did not align with what you anticipated when booking. While third-party sites display their own listings, we appreciate you bringing this to our attention and will review how our room types and images are represented to ensure greater clarity for future guests. We also apologize that the entrance area and overall first impression of the property did not meet your expectations. Your comments regarding cleanliness, presentation, and the odor you noticed have been shared with our team so they can be addressed. Regarding location, our hotel sits along a quieter stretch of the River Walk, which many guests enjoy for its peaceful atmosphere while still being within walking distance of downtown attractions. We understand, however, that preferences vary and that it may not have been ideal for your visit. We appreciate you taking the time to share your experience, as feedback like yours helps us identify opportunities to improve. Best Regards, Valerie C Front
Guests developed rashes after staying in the hotel room.
Hotel refused refund request and disconnected follow-up calls
Business reply on Google
Peachy_cx, Thank you for your follow-up. We would like to clarify that Naomi is not an employee of Hotel Indigo. We are sorry to hear about the frustration you experienced while seeking assistance. Refund requests are reviewed in accordance with the terms and conditions of each reservation, and decisions are made based on those guidelines. While we understand the outcome was disappointing, it was issued following policy. We regret that your attempts to escalate the matter felt unsuccessful and apologize for any inconvenience caused during your efforts to connect with management. Your feedback has been noted and shared internally. At this time, as the matter has been fully reviewed and addressed, this conversation is considered closed. We appreciate your feedback. Hotel Indigo Management
Hotel room was dirty with mildew, pests, and foreign debris.
Business reply on Google
Tara Halvax, Thank you for taking the time to share your feedback. We are very concerned to read about the issues you described, as this is not the level of cleanliness or comfort we expect to provide our guests. Cleanliness and maintenance are taken seriously, and the conditions you noted have been shared with our housekeeping and management teams for immediate review and corrective action. We regret that your experience did not reflect our standards, and we apologize for the discomfort and frustration this caused during your stay. Our location is central to the area and may reflect a mix of surrounding properties, but this should never detract from the quality of the guest experience inside our hotel. We are especially sorry to hear that you felt compelled to shorten your stay. We appreciate you bringing these concerns to our attention, as they help us identify areas that require improvement. Kind Regards, Valerie C Front Office Manager
unauthorized charges and poor room cleanliness with unhelpful staff
Unpleasant exterior odors and expensive, inconvenient valet parking services.
Business reply on Google
Jordan Holt, Thank you for sharing your feedback. We’re very sorry to hear that your stay did not meet expectations and that you encountered safety and cleanliness concerns outside the property. We understand how distressing this must have been, and we sincerely apologize for the discomfort you experienced. Regarding parking, we appreciate your perspective. Our valet service is designed for convenience and security, but we understand that it may not suit every guest’s preference. Your comments will be reviewed as we continue to evaluate ways to improve the guest experience. We take your feedback seriously and will work with our team to address the issues you raised. We regret that your experience led you to feel this way and thank you for bringing these matters to our attention. Warm regards, Valerie C Front Office Manager
The hotel room was infested with cockroaches and had a stench.
Business reply on Google
Crystal Chacon-Arauza, We take reports of this nature very seriously. Our team thoroughly inspects all guest rooms, and in this instance, no evidence of pests was found during and after your departure. Our staff follows strict protocols to ensure cleanliness and guest safety at all times. We also expect professional and respectful communication from all team members. Any concerns regarding interactions with management are taken seriously, and we will review your feedback internally to ensure that our staff consistently meets the high standards we uphold. While we cannot change the outcome of your reservation, we stand by our procedures and the thoroughness of our inspections. Guest safety, comfort, and professionalism remain our top priorities. -Hotel Management
Hotel room was infested with insects and had poor sanitation
Business reply on Google
Joshua, We’re sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when a stay doesn’t go as planned. At the same time, we want to clarify that our team was on-site during your stay, and our housekeeping and pest control procedures are designed to maintain a clean and comfortable environment for all guests. We appreciate your feedback and will continue reviewing our processes to provide the best experience possible. We regret that your experience did not meet your expectations and appreciate you bringing your concerns to our attention. -Hotel Management
Hotel gave away reserved room and applied unauthorized multiple bank charges.