Omni La Mansión 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
AI-classified. Tap a category to filter the experiences below.
Experiences
hotel failed to provide guaranteed connecting rooms and early check-in
Business reply on Google
Thank you for taking the time to share your feedback. We’re glad to hear you enjoyed aspects of your stay, but we’re sorry that your experience did not fully meet expectations. Please know your comments have been shared with our team so we can continue to improve. We truly value your input and hope to have the opportunity to welcome you back for a better experience in the future.
The hotel television was non-functional and support was unhelpful.
Business reply on Google
Thank you for your feedback, and we sincerely apologize for the frustration you experienced with the television and the lack of timely assistance. We understand how important it is for basic in room amenities to work properly without added inconvenience, especially at the price point you mentioned, and we regret that we did not provide a quick resolution. Your comments have been shared with our team to address both the technical issue and our response time so we can improve the guest experience moving forward.
room had fruit flies and failed to provide promised upgrade
Business reply on Google
Thank you for sharing your feedback and we are truly sorry to hear about your disappointing experience. This is certainly not the level of service or comfort we strive to provide, and we regret the frustration you encountered regarding room assignment benefits cleanliness connectivity and overall value. Your concerns have been noted and will be shared with our leadership team for immediate review as guest expectations and trust are very important to us. We encourage you to contact our management team directly so we may better understand what occurred and work toward a resolution. We appreciate you bringing these matters to our attention and are sorry that your stay did not reflect the quality we aim to deliver.
Air conditioning unit failed to cool the hotel room properly
Business reply on Google
Thank you for sharing your feedback, and we are very sorry to see that your experience did not meet expectations in any area. We never want a guest to feel disappointed with their room, service, or our location, and your comments are important for us to review so we can address what went wrong. We appreciate you taking the time to let us know about your stay and hope for the opportunity to provide a far better experience in the future.
Hotel failed to provide room at check-in time after upsell attempt
Business reply on Google
Thank you for sharing your feedback with us, and we are very sorry to hear about the frustrations you experienced. The communication regarding early checkin and the delay at arrival should have been handled with much greater care, especially for our valued Select Guest members, and we regret that the experience felt focused on upselling rather than hospitality. This is not the service standard we strive to deliver, and your comments will be shared with our team so we can address these concerns directly. We appreciate you bringing this to our attention and hope for the chance to provide a far more welcoming and seamless stay in the future.
poor service, inaccurate website amenities, and substandard room conditions
Business reply on Google
Thank you for sharing your experience. We are very sorry to hear that your stay did not meet expectations. It is disappointing to learn about the issues with your spa appointment, the communication challenges at the front desk, and the closure of the pool bar. We understand how frustrating it must have been, especially when these amenities were part of your decision to stay with us. We also regret that the condition of the room and pool area did not reflect the quality you were expecting. Your feedback has been shared with our team so we can address these concerns and improve the guest experience moving forward. We sincerely apologize for the inconvenience and hope you might consider giving us another chance in the future.
Unclean bathroom, missing amenities, and inability to print documents.
Business reply on Google
Thank you for sharing your feedback. We sincerely apologize for the inconveniences you experienced during your stay. As a valued returning guest, your concerns are especially important to us. We regret the cleanliness issues in your bathroom and the missing bath mat, as well as the disappointment with your room. We're also sorry that your concerns weren’t addressed after speaking with our team. Regarding the printing issue, we understand how frustrating that must have been and are reviewing this internally to improve our service. This experience does not reflect our standards, and we appreciate your feedback as it helps us improve. If you're open to it, we’d welcome the chance to speak with you directly and make things right. Please feel free to contact our management team at your convenience.
Hotel staff refused a refund request during severe weather conditions.
Business reply on Google
Thank you for taking the time to share your feedback. We're truly sorry to hear that severe weather impacted your travel plans and completely understand your decision to prioritize your family's safety. We regret that this situation caused frustration, especially when you were trying to make arrangements during such a stressful time. After reviewing the details of your reservation, we found that the booking was made through a third-party travel site. In these cases, any changes or cancellations must be handled directly with the provider you booked through, as we are unable to modify or refund third-party reservations on our end. We understand how disappointing this must have been and hope we’ll have the opportunity to welcome you in the future for the kind of stay we pride ourselves on delivering.
The hotel room was unsanitary and contained tampered water bottles.
Business reply on Google
Thank you for taking the time to share your experience. We're truly sorry to hear about the condition of your room and the concerns you raised. It is clear that we fell far short of the standards we set for ourselves, and for that, we sincerely apologize. We can assure you that we do not take your experience lightly and will address your concerns internally. We hope to have another opportunity to provide you with an improved experience in the future.
Personal property was stolen from the hotel room by staff
Business reply on Google
We sincerely regret to hear about your experience and understand how upsetting this situation must have been. Guest security and satisfaction are our top priorities, and we take concerns like this very seriously. It is disappointing to hear that our investigation did not lead to a resolution that met your expectations. Please do not hesitate to reach out directly with any further questions or concerns.
Front desk staff was rude and refused to honor gift card
Business reply on Google
Thank you for sharing your feedback, and we're truly sorry to hear about your experience. This is not the level of service we strive to provide. We understand how frustrating and disappointing this situation must have been, especially during your birthday celebration. Your concerns about communication regarding the gift card and the interactions you described will be addressed internally to ensure situations like this do not happen in the future. We sincerely apologize for any inconvenience caused and appreciate you bringing this to our attention.
Hotel refused to modify reservation dates for a long-term customer
Business reply on Google
Thank you for sharing your feedback with us. We deeply regret to hear about your recent experience. We understand how frustrating it can be when plans change, and we sincerely apologize for the disappointment this situation has caused. While our policies are in place to maintain consistency, we always strive to accommodate our valued guests to the best of our ability, especially those who have been loyal to us like you. It's clear that we did not meet your expectations this time, and for that, we are truly sorry. Your comments regarding your interaction with our front desk team have been noted, and we will review this matter internally to ensure that we are providing the best possible service and support to our guests moving forward. We value your loyalty and hope that we can have the opportunity to restore your trust in us. If there’s anything we can do to assist further please don’t hesitate to contact us directly.
Room description is misleading and air conditioning is ineffective.
Business reply on Google
Thank you for the feedback. We deeply regret the underwhelming experience you received. We hope you will afford us a future opportunity to regain your confidence.
Hotel failed to provide the requested room view as promised
Business reply on Google
Please accept our sincere apologies for your stay being less than you had envisioned. Our aim is to always provide a memorable experience that leaves our customers excited to return. We clearly fell short with you this time, and for that we are disappointed.
Poor service, incorrect room assignment, and malfunctioning key cards.
Business reply on Google
Thank you for the feedback. We deeply regret the underwhelming experience you received. We hope you will afford us a future opportunity to regain your confidence.
Hotel room contained blood stains on the bed linens
Business reply on Google
Anastasia, your feedback is disappointing as we always want our guests to have a positive experience in all ways. Your experience does not align with our high standards in comfort and care we strive to provide every day. We can assure you that we do not take your experience lightly and will address your concerns internally. We hope to have another opportunity to provide you with an improved experience in the future.
Room assignment error, malfunctioning climate control, and poor room cleanliness.
Business reply on Google
Thank you for your feedback. Please accept our sincerest apologies for the challenges experienced while in our care. We are focused on delivering memorable experiences, and we will certainly use your feedback to improve our property and service levels.
Poor customer service and malfunctioning elevators at the hotel.
Business reply on Google
Heather, we sincerely apologize for the less than exceptional experience. We are focused on delivering memorable experiences, and we will certainly use your feedback to improve our property and service levels.
Room did not match reservation and had noise and odor issues.
Business reply on Google
Thank you for your feedback, Christy. Please accept our sincere apologies that your recent visit was less than exceptional. We are focused on delivering memorable experiences, and we will certainly use your feedback to improve our property and service levels.
The business charges excessively high prices for their services.