Riverwalk Plaza Hotel
🏨 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 room air conditioning failed and staff refused to assist.
Business reply on Google
Dear Derek, Thank you for taking the time to share your experience. We regret that your stay was impacted by the condition of the air conditioning and that you were left feeling that your concerns were not handled with the level of care and professionalism you expected. Feeling comfortable in your room is essential, and we understand how frustrating it must have been when the resolution offered did not meet your needs. Your comments regarding the service you received and the way your concerns were addressed will be shared with the appropriate leadership team for review. We appreciate you bringing these matters to our attention and hope you will give us another chance to change your lasting impression.
Hotel room was dirty, poorly maintained, and had broken amenities.
Business reply on Google
We're sorry to hear that your recent stay with us fell short. We truly want you to have a comfortable and relaxing stay, and rest assured that our team will address any concerns you may have. We regret any confusion regarding breakfast, as it is not included in the room rate. Although we aim to ensure that this is transparent across booking sites, we understand the inconvenience this caused. We truly want to ensure that you have everything you need for a great stay, especially for the July 4th weekend, and we hope to have another chance to provide that for you.
Poor room conditions, lack of temperature control, and paid parking.
Business reply on Google
Dear Samuel, We appreciate you sharing your feedback and regret that your stay fell short of expectations. Thank you for recognizing our team's service. However, we regret the condition of your room and have shared your concerns with our leadership team for review and improvement. Thank you for bringing this to our attention, and we hope you will consider returning for a refreshed stay.
Hotel failed to provide parking, functional air conditioning, and room safes.
Business reply on Google
Dear Montie, Thank you for bringing these concerns to our attention. We are very sorry for the frustrations and regret that they impacted your visit. Please know that your feedback is important to us, and we've shared it with our leadership team for review. We hope to have the opportunity to change your perceptions on a future visit.
Hotel rooms were unsanitary, damaged, and management refused a refund.
Business reply on Google
Dear Py, Thank you for sharing your feedback. We are sorry to hear that your experience did not meet your expectations. After you expressed concerns about the condition of the property on the day of arrival, our team approved a penalty-free early departure and agreed to waive the room charges. Because the reservation was booked through a third-party travel provider, we advised that the refund request would need to be processed through the booking agency, which is standard procedure. We fully approved the refund on our end. Regarding your comments about management, I was not on property when you initially called and did not refuse to speak with you. Our team documented your concerns and provided the information needed to obtain the approved refund through the third-party booking channel. We take all maintenance concerns seriously and appreciate you bringing them to our attention. Your comments have been shared with our management and engineering teams for review and corrective action.
Rude staff and poor room conditions with no cancellation documentation provided.
Business reply on Google
Dear Debrah, Thank you for taking the time to share this with us, as it’s clear your arrival and overall interaction did not feel welcoming, and that’s not the kind of impression we want anyone to have; we’re truly sorry this left you feeling frustrated and uneasy, especially when it came to communication at the desk, the condition of the room, and how your cancellation was handled. We understand how important it is to feel comfortable, respected, and confident in your stay from the moment you walk in, and this experience missed the mark in a way that shouldn’t have happened, so your feedback is being taken seriously by our team as we look closely at both service and room standards to ensure we are meeting our high standards going forward. We hope to have another chance to go above and beyond for you in the future.
Staff unprofessionalism, theft concerns, and poor facility maintenance.
Business reply on Google
Dear Alexis, We're sincerely sorry to hear about the experience that you've described. Please accept our apologies for any disappointment with the accommodations, amenities, and service that you received during your visit. We always want our guests to have the best experience possible, so we will be sure to discuss your concerns internally and make any improvements where necessary. Thank you, and we hope to see you again soon.
Hotel room was dirty, infested, and had broken heating and facilities.
Business reply on Google
Dear Courtney, Thank you for taking the time to share such detailed feedback about your stay. While it’s appreciated that our team left a positive impression, it’s very disappointing to hear that the condition of your room and several aspects of our hotel created such an uncomfortable experience overall. The concerns you raised are being taken seriously and will be reviewed carefully with our team as we continue working to improve our guest experience. We hope to welcome you back in the future for a stay that feels far more comfortable, cared for, and reflective of the standards we aim to provide.
Unjustified smoking fee, poor room conditions, and unreliable hotel management.
Business reply on Google
Our housekeeping manager personally observed you smoking on the balcony and informed you at the time that this is strictly against hotel policy. In addition, upon inspection, the room had a strong odor of marijuana, and we have photographic evidence of smoke residue in the bathroom sink area. As outlined in our policies, smoking in or around guest rooms results in a cleaning fee, which is why the $300 charge was applied. This decision was based on both staff observation and physical evidence, not assumption. Regarding your concerns about safety, please be assured that our elevators are inspected regularly and meet all required safety standards. We have no reported issues with their operation. We take guest feedback seriously, but we stand by our staff and the actions taken in this situation.
Hotel room was dirty with broken blinds and unresponsive maintenance staff.
Business reply on Google
Dear Austen, We appreciate you sharing your thoughts with us. It saddens us that we did not meet your expectations and that you decided to check out. Please accept our apologies for any inconvenience you encountered regarding the room. This is certainly not the level of comfort we want for our guests, and we sincerely regret your experience. We're also sorry that you did not receive the attentive service our front desk usually provides and that these concerns were not addressed in a timely manner. While this is not a usual occurrence, we will address your feedback internally to ensure these are resolved and how to better respond to such matters going forward. Thank you, and we hope to have another chance to change your perceptions in the future.
Rude front desk staff and unpleasant room odor.
Business reply on Google
Dear Ricardo, Thank you for your feedback. We are sorry to hear your experience did not meet expectations, particularly regarding service and room condition. Your comments have been shared with our management team for review and follow-up.
Hotel room was dirty and service was slow and inattentive.
Business reply on Google
Dear Clynda, Thank you for visiting; however, it’s disappointing to hear that your stay did not meet the experience you expected. We’re glad to know your arrival included a positive interaction, as that welcoming touch is important to us. However, we regret that the overall condition of your accommodations and your dining experience did not reflect the level of care and attention we strive to provide. The concerns you’ve described do not align with our standards, and we understand how disappointing this must have been. Your feedback is being taken seriously as we work to improve both our upkeep and service consistency. We hope you’ll consider giving us another opportunity in the future so we can provide the experience you originally expected.
Hotel room was dirty with broken amenities and poor management response.
Business reply on Google
Dear Mallorie, Thank you for taking the time to share your experience with us. What you described is not how anyone should feel when they arrive and settle in, and we’re truly sorry for how frustrating and uncomfortable this stay was for you. It’s especially concerning to hear that these matters weren’t properly followed through on while you were here, as you should have felt supported and taken care of in the moment. Please know this has been shared with our team so we can take a closer look at both the condition of our spaces and how we’re responding to guests in real time.
Slow check-in process and broken room window blinds.
Business reply on Google
Dear Daniel, Thank you for sharing your review with us. We’re very sorry for any delays you encountered during check-in, especially after a long drive. We also apologize for the condition of the room and the inconvenience of needing maintenance assistance so late in the evening. That is certainly not the level of comfort or preparedness we strive to provide for our guests. Your feedback is important to us, and it has been shared with our team so these concerns can be properly addressed. We hope to have another chance to change your perceptions in the future.
Valet worker was rude and yelled at the customer.
Business reply on Google
Dear Cesar, While we hope you had a pleasant stay otherwise, we are surprised and disappointed to learn that our staff let you down. Please know this is not our norm, and we will be sure to review our high expectations with our entire team to ensure we do better going forward. We are grateful for your time and wish you well as your travels continue.
Hotel rooms and common areas are extremely dirty and poorly maintained.
Business reply on Google
Dear Zequi, Thank you for taking the time to share your honest feedback. We sincerely regret the issues with cleanliness and service that impacted your stay. Your feedback will be addressed with the relevant team members to ensure that these concerns are addressed. It is our hope that you will give us another chance to provide a more comfortable and accommodating stay in the future.
Hotel room was dirty, lacked hot water, and denied refund request.
Business reply on Google
Dear Bridget, Thank you for taking the time to share your experience. We are truly sorry to hear how disappointing your stay was. What you described is not acceptable, and we understand why this left such a negative impression. Issues with cleanliness and in-room amenities are serious concerns, and we regret that these problems were not resolved in a way that made you feel supported. We also understand how upsetting it is to feel misled and to be dissatisfied with how your refund concerns were handled. That is never the experience we want our guests to have. Your feedback has been shared with our leadership team for immediate review, as concerns like these need to be addressed directly. We are sorry that this stay fell so far short of expectations and appreciate you bringing these issues to our attention.
Hotel locked guests out of room preventing access to essential medication
Business reply on Google
Thank you for your feedback. However, several key facts in your review are inaccurate and require clarification. On December 12 at approximately 11:20 PM, I, Anthony Farah, General Manager, personally received the call regarding the lock malfunction. Despite it being after midnight, and in the absence of overnight maintenance (which is standard at most hotels), we immediately upgraded your party from Room 402—a standard room booked for two guests—to one of our 1,300 sq. ft. Apartment Suites, a unit that typically rents for $1,000 per night, at no charge. It should also be noted that your reservation was for two guests, while your party consisted of four, which is against hotel policy and clearly disclosed on our website. Additional guest fees apply in such cases, yet none were charged to you. Maintenance arrived promptly in the morning. Out of courtesy, we did not wake you at 7:00 AM and instead allowed you additional rest. Once contacted, we ensured access to your original room by approximately 9:30 AM. During this time, your behavior toward staff was rude and confrontational, including video recording employees, which is inappropriate and unacceptable. Despite this, and despite t
The hotel rooms and elevator were dirty and heating was broken.
Business reply on Google
Dear Harold, We are truly sorry to hear about your experience. We understand how upsetting it is to encounter issues with comfort and cleanliness, and we appreciate you taking the time to share these concerns with us. While it is encouraging to know that Gabriel did everything he could to assist you, we recognize that the condition of the rooms and the overall state of the building did not reflect the standards we want guests to experience at the Riverwalk Plaza Hotel. Your feedback is taken seriously, and we will be reviewing these concerns with our leadership team so we can make the improvements our guests deserve. Thank you for bringing this to our attention, and we hope you will consider giving us another opportunity in the future.
Hotel refused stay due to pet policy
Business reply on Google
Dear Elaine, Thank you for your feedback. We regret that our pet policy did not meet your expectations and that this caused you stress during your planned stay with us. Rest assured, we will share your comments with our team to ensure our policies are made clear to guests going forward. It was a pleasure having you here, and we hope to have another chance to change your perceptions in the future.