The Westin Riverwalk, San Antonio

Business reply on Google

Thank you for taking the time to share your feedback. I sincerely apologize that your stay was so disappointing and did not reflect the experience you expected or deserved. I am especially sorry to learn about the maintenance issues you encountered, including the bathroom water continuously running, the ceiling leak, wet conditions in the bathroom, and the television not working properly. Equally concerning is that you reported these issues and felt that no meaningful action was taken to resolve them. That is not the level of service we strive to provide at The Westin Riverwalk. We understand that when guests invest in a stay with us, they rightfully expect comfortable accommodations, responsive service, and a well-maintained environment. I also regret that the room view did not align with your expectations and that the overall condition of the hotel left you feeling updates are needed. Your comments have been shared with our engineering, housekeeping, and leadership teams for review and follow-up. While I cannot undo the frustration you experienced, I appreciate you bringing these concerns to our attention so we can address them and improve. We hope you will consider giving us ano

Business reply on Google

Thank you for sharing your feedback. I sincerely apologize for the inconvenience and frustration caused by the lack of hot water during your stay. We understand that having reliable hot water is a basic expectation, especially when traveling for a conference, and I regret that we did not meet that expectation. Please know that we take issues such as this very seriously, and I am disappointed to learn that you felt there was a lack of urgency in addressing the situation. This is not the experience we strive to provide at The Westin Riverwalk. Your comments have been shared with our engineering and operations teams as we continue to work toward preventing disruptions like this in the future. We appreciate you bringing this to our attention and hope you will consider giving us another opportunity to provide the level of service and comfort you rightfully expect from our hotel.

Business reply on Google

Thank you for sharing your experience. We are very sorry to hear about the concerns you encountered during your anniversary stay and understand how upsetting this situation must have been. The comfort and well-being of our guests are extremely important to us. We take reports of this nature very seriously and follow established protocols, including engaging qualified third-party inspectors to thoroughly evaluate the room. We regret any frustration caused by the communication process and appreciate you bringing this matter to our attention. Please contact us directly so we can review your concerns further and ensure appropriate follow-up.

Business reply on Google

Thank you for sharing your feedback. We are very sorry to learn of the concerns you experienced regarding our valet service and the subsequent investigation. We understand how upsetting it can be to discover that personal belongings are missing, and we recognize the frustration this situation has caused. Please know that we take all reports involving guest property seriously and conducted a thorough review of the information provided at the time. While our investigation did not uncover evidence that allowed us to determine what occurred, we understand that this outcome was disappointing and did not provide the resolution you were seeking. Our goal is always to provide a safe, welcoming environment and attentive service for every guest. We regret that your experience left you feeling unheard and that we did not meet your expectations during the follow-up process. We appreciate you bringing your concerns to our attention, as guest feedback helps us evaluate our procedures and identify opportunities for improvement. Thank you for staying with us, and we wish you all the best in your future travels.

Business reply on Google

Thank you for bringing this to our attention. We sincerely apologize for the difficulty you’ve experienced in reaching us and for the delay in receiving your folio. This is not the level of service we aim to provide, and we understand your frustration. Please be assured your concerns have been escalated to our leadership team so we can address this immediately and improve responsiveness moving forward. If you are still in need of assistance, we would appreciate the opportunity to help resolve this directly for you as quickly as possible.

Business reply on Google

Thank you for your feedback. We apologize for the frustration you experienced trying to reach our front desk. We understand how important it is to speak with a team member directly, especially for simple questions like confirming check-in time. Your comments have been shared with our team as we continue working to improve our guest communication experience.

Business reply on Google

Thank you for sharing your feedback regarding your recent stay at The Westin Riverwalk, San Antonio. We’re very sorry to hear about the maintenance concerns you experienced with the elevators and in-room doors, as well as the lack of follow-up you mentioned. This is not the level of reliability or responsiveness we expect to provide, and your comments have been shared with our engineering and leadership teams for immediate review and attention. We understand how frustrating it is when concerns are not properly addressed during or after a stay. If you would like to speak directly with a manager, you can contact the hotel at 210-224-6500 and ask for the Manager on Duty. We appreciate you bringing these issues to our attention, as they help us identify where improvements are needed to enhance the guest experience.

Business reply on Google

Thank you for sharing your experience. While we’re glad to hear you enjoyed your room, we’re very sorry for the lack of follow-up regarding your lost item. We understand how frustrating it must have been to spend so much time trying to get assistance without receiving a clear response. This is not the level of communication or care we aim to provide, and your feedback has been shared with our team to address the gaps in our lost and found process. You’re absolutely right—timely and transparent communication should always be the standard, even if an item cannot be located. If you’re open to discussing this further, please contact our Manager on Duty at 210-224-6500. We would appreciate the opportunity to assist you directly and provide the level of service you expected.

Business reply on Google

Thank you for sharing your experience. We’re very sorry for the frustration you encountered upon arrival. While there may have been a booking issue, we sincerely regret that your special occasion was disrupted and appreciate you bringing this to our attention.

Business reply on Google

Thank you for taking the time to share your experience. I am deeply sorry for the inconvenience you faced with your reservation and the way it was handled. This is not the experience we want for any guest, and I will be sharing your feedback with our management team to ensure we address these issues and prevent them from happening in the future. We sincerely regret the frustration and disruption this caused during your stay.

Business reply on Google

Thank you for sharing your experience. I sincerely apologize for the lack of air conditioning and the way your concerns were handled by our team. This is not the level of service we strive to provide, and I will be sharing your feedback with management to ensure these issues are addressed. We truly appreciate you bringing this to our attention and regret that we fell short during your stay.

Business reply on Google

Thank you for taking the time to speak with me. I’m glad we were able to address your concerns following your stay. We truly value your feedback, as it helps us improve our processes and ensure a better experience for all our guests. Your input is important to us, and we appreciate the opportunity to make things right.

Business reply on Google

Thank you for your feedback Eduardo. I am sorry for your experience - we will take the appropriate steps to correct this moving forward.

Business reply on Google

Thank you for taking the time to talk to me Ms. Gavin. We appreciate your feedback and look forward to hosting you in the future.

Business reply on Google

Thank you for your feedback Darren - we will make sure to focus on these opportunities and do better next time!

Business reply on Google

Thank you for taking the time to share your experience. I am truly sorry for the serious cleanliness issues you encountered and for the lack of assistance you received upon arrival. A guestroom should always be thoroughly cleaned and inspected, and it is unacceptable that you found anything less. The condition of the elevator button you mentioned is equally concerning, and we are addressing this with our team immediately. I also apologize that you were given inaccurate information regarding nearby dining options. Our staff should be knowledgeable about the River Walk and able to confidently assist guests, especially with something as basic as identifying restaurants that are open late. While I’m glad you enjoyed the location and views, it’s clear we fell far short in the areas that matter most. Your feedback is extremely important, and we are taking it seriously to ensure these issues are corrected. Thank you again for bringing this to our attention.

Business reply on Google

Thank you for your feedback Barry; we will be sure to investigate the issues you have point to us.

Business reply on Google

Thank you for sharing your feedback Meghan. We have made note and are working on correcting our service misses.