Sol Cypress, San Antonio, A Tribute Portfolio Hotel

Business reply on Google

Thank you for taking the time to share your detailed feedback regarding your stay at Sol Cypress, a Marriott Tribute Portfolio Hotel. While I am pleased to hear that you enjoyed the food and that our bar staff, front desk team, and management left a positive impression, I sincerely apologize that other aspects of your stay fell short of your expectations. I understand your disappointment regarding the luggage assistance and, most importantly, the missed evening turndown service. Being assured on multiple occasions that the service would be completed, only to return and find that it had not been provided, is certainly frustrating. Please accept my sincere apologies for this oversight. It was a pleasure speaking with you at check-out, and I appreciate you taking the time to discuss your experience with me in person. I hope the Marriott Bonvoy points I applied to your account were a sufficient gesture of our apology and demonstrated our commitment to making things right. Should you feel there is anything further I can do, please do not hesitate to reach out to me directly. I would be more than happy to assist you personally. Thank you again for your honest feedback. We truly value you

Business reply on Google

Thank you for taking the time to share your feedback regarding your stay at Sol Cypress, San Antonio, A Tribute Portfolio Hotel. I am pleased to hear that you enjoyed the hotel itself and that your stay would have otherwise been a five-star experience. However, I am very sorry to learn about the frustration you experienced with the self-parking lot. I would like to clarify that the self-parking lot adjacent to the hotel is independently owned and operated by a third-party company. While the lot is located near our property and is utilized by some of our guests, it is not managed or controlled by the hotel. The only parking service that we directly provide is our valet service. I certainly understand how the payment process and parking enforcement policies you encountered could be frustrating, especially during a multi-night stay. Your comments regarding the parking experience are appreciated, and we understand how this impacted your overall impression of your visit. Thank you again for sharing your experience. We sincerely regret that this situation detracted from an otherwise enjoyable stay, and we hope you might consider giving us another opportunity to welcome you back in the fu

Business reply on Google

Thank you for taking the time to share your feedback. I truly understand how upsetting it can be to misplace a ring, especially when it holds sentimental value. Upon receiving your call, our team immediately inspected the room, thoroughly checked all linens sent to the laundry that day, and even reviewed the vacuum contents. Unfortunately, we were unable to locate the ring. However, we did find and secure a watch that had also been left in the room. I am sincerely sorry that you feel our efforts did not meet your expectations, and I regret the frustration this situation caused. Please know that our team took your concern very seriously and made every effort to assist.

Business reply on Google

Thank you for sharing your feedback. I am sorry to hear that the riverside balcony room did not meet your expectations due to the noise level during your stay. We understand how disruptive this can be, especially when a room is presented as an upgrade intended to enhance comfort. Your comments regarding the sound from across the river are important and have been shared with our leadership team so we can better manage expectations and communicate clearly with guests when assigning these rooms. We appreciate you taking the time to let us know, as feedback like this helps us improve the overall guest experience. Sincerely, Joshua Flores [email protected]

Business reply on Google

Good afternoon. I am very sorry that you feel that we have not communicated efficiently since your departure. Unfortunately once I have submitted to insurance as with any claims for personal or business they would be the ones to respond. I do know that it takes some time for them to file and assign an agent. I was informed this week that someone was assigned. Again, I apologize for the situation but we did everything possible to assist during your stay and we have valued your loyalty to our hotel.