InterContinental San Antonio Riverwalk by IHG
🏨 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 was infested with bed bugs.
Business reply on Google
Dear Jose Perez, Thank you for bringing this to our attention. We sincerely regret the distress and inconvenience this situation caused during your stay. We understand how concerning this experience would be, and we appreciate you notifying our team so we could relocate you immediately. Please know that we take reports like this very seriously. Following your report, our established protocols were initiated, including a thorough inspection. The comfort and well-being of our guests remain our highest priority. We apologize that your stay did not meet the standard of experience we strive to provide, and we appreciate your feedback as it helps us maintain those standards. Sincerely, Front Desk Team Intercontinental San Antonio Riverwalk
Hotel lacks basic amenities and has broken bathroom door
Business reply on Google
Hi, We are sorry to hear about your experience and appreciate your feedback. We understand the importance of amenities in enhancing your stay and regret that we fell short in this regard. Your comments about the room facilities and maintenance have been noted, and we will address these issues with our team. We are proud that our staff made a positive impression, and we hope to have the opportunity to improve your experience in the future. - The Staff at InterContinental San Antonio Riverwalk
Leaking toilet and failure to provide promised microwave service
Business reply on Google
Hi Angel, We sincerely apologize for the inconvenience you experienced during your stay, particularly with the leaking toilet and the delay in providing a microwave. We understand how important these amenities are for a comfortable stay and regret that we fell short. Your feedback is invaluable, and we are addressing these issues to improve our services. We hope to have the opportunity to provide you with a better experience in the future. - The Staff at InterContinental San Antonio Riverwalk
Poor room maintenance, privacy issues, and inadequate housekeeping services.
Business reply on Google
Dear Evelyn Uvi, Thank you for taking the time to share your detailed feedback. While we're pleased to hear that you enjoyed the comfortable beds and the view from your room, we sincerely apologize that so many aspects of your stay fell short of your expectations. We understand how unsettling it would be to find personal items moved and your unopened drinks discarded, and we regret the frustration this caused. We sincerely apologize for the discomfort you experienced regarding the bathroom door privacy. We understand how important privacy is to our guests, and we're sorry that the design of the bathroom did not meet your expectations. We appreciate you bringing these issues to our attention, as feedback like yours helps us identify areas where we can improve both our facilities and our service. Providing our guests with a comfortable and seamless stay is our goal, and we regret that we did not deliver that experience during your visit. Thank you again for your honest feedback. We hope you will consider giving us another opportunity in the future to provide you with the level of hospitality you deserve. Sincerely, Rick Garza Concierge
Valet manager exhibited rude and unprofessional behavior toward a guest.
Business reply on Google
Dear valued guest, First and foremost, thank you for taking the time to provide us with your feedback. At Intercontinental San Antonio we strive to curate memorable experiences for our guests. After reading your feedback we apologize for what you experience during your visit regarding overall delivery of service. We have shared your feedback with our leadership team. Israel Muñoz Director of Front Office
hotel charged for complimentary water and access fees
Business reply on Google
Dear Valued Guest, First and foremost, thank you for taking the time in providing us with your review. We apologize to hear about your experience. We will use this as a training opportunity as our team is to elaborate on our guest amenity fee and the benefits that come with it. We hope you give Intercontinental San Antonio an opportunity in the future. Israel Muñoz Director of Front Office Intercontinental San Antonio Riverwalk
Personal property was stolen from a vehicle by the valet service.
The hotel applied unauthorized charges and failed to resolve billing discrepancies.
Hotel charter buses block employee pickup area at Weston Building
Business reply on Google
Greetings, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and safety concerns caused by the charter buses occupying the frontage area during peak pickup times. We understand how important it is for employees of the Weston Building to have safe and accessible pickup locations, especially at the end of the workday. Your feedback highlights an issue we take seriously, and we appreciate you making us aware of the impact this has had on you. We are currently reviewing our transportation and parking procedures with our team and charter bus operators to identify a more appropriate solution. This includes exploring alternative staging areas and ensuring we are not obstructing neighboring properties or public access points. Please know that we are committed to being a considerate neighbor and prioritizing the safety and convenience of the surrounding community. We will work toward implementing a plan that better accommodates everyone affected. Thank you again for your patience and for sharing your concerns. Sincerely, Intercontinental San Antonio Riverwalk Team
unauthorized charges and excessive holds on guest credit card
Business reply on Google
Dear Valued Guest, Thank you for taking the time in providing us with your feedback. At Intercontinental San Antonio, we strive to provide our guest exceptional stays and after hearing about your stay we like to apologize as we feel short of our expectations. We have shared your feedback with our leadership team as we will us this as a learning opportunity. We hope to host you in the near future should your travels bring you to San Antonio. Israel Muñoz Director of Front Office Intercontinental San Antonio
Poor room location, noise disturbances, and inadequate room amenities.
Business reply on Google
Dear Valued Guest, Thank you for taking the time in providing us with your feedback. At Intercontinental San Antonio, we strive to provide our guest exceptional stays and after hearing about your stay we like to apologize as we feel short of our expectations. We have shared your feedback with our leadership team as we will us this as a learning opportunity. We hope to host you in the near future should your travels bring you to San Antonio. Israel Muñoz Director of Front Office Intercontinental San Antonio
Poor service, unresponsive staff, and unavailable amenities and restaurant items.
Personal property went missing and management failed to resolve the issue.
Business reply on Google
Hi Heather, Thank you for contacting us regarding your lost item. We understand how concerning this must be. Please reach out to 726-238-4660 with a detailed description of the item, including when and where you last saw it. Our team will work with you to attempt to locate your belongings. Sincerely, The Staff at InterContinental San Antonio Riverwalk
Hotel failed to apply booking credits and provided poor service.
excessive wait times and poor communication at the hotel restaurant
Undisclosed amenity fee and failure to provide booked room type.
Long wait times for valet parking and room check-in.
hotel failed to honor promised food and beverage credit at checkout
Hotel staff refused to honor dining credit without physical credit card.
Inefficient automated phone system and unprofessional, unhelpful hotel staff.