Rated 2 out of 5 by Campos64 Great Views but Slow to Nonexistent Staff
I booked 2 rooms at the Westin Riverwalk for Saturday March 17th checking our March 18th. The hotel is absolutely beautiful but the staff was horrible. When I arrived there was a short line with 2 Front desk attendees. But a lady in front of me was paying for her rooms with 2 credit cards and the attendee didn't know how to split between the two so she asked the lady she was helping to stand in the other attendees line while she stood there on the side of the other attendee to learn how to make a reservation split on 2 cards. This made the line increase from 3 to 9. I checked in for both rooms, made it to my room. After jumping out of the shower I called down for a Robe(because my room didn’t have one), I have YET to receive a Robe. During the night of our stay in Room1 the heater came on instead of the AC. We both tried to fix it but that didn’t work out. So I called and asked for maintenance and they never showed either. On the morning of the 18th my group 2 adults 3 kids went down to the hotel restaurant for breakfast which was buffet 21.00pp and it was horrible. You could still taste the powder on the Powder Scrabbled Eggs. When we checked out of the hotel on the 18th I remembered that I left a bag called back to the hotel to let them know we had only been checked out 30mins and was on our way back to get the bag. They asked for my number and told me someone would call me back shortly when the bag was ready. I arrived back to the hotel waited 30 additional minutes before security walked me up to the room and allowed me to get the bag and I'm still waiting on the callback..HORRIBLE CUSTOMER SERVICE. I’ll never stay at a Westin again.
March 20, 2012
Rated 2 out of 5 by KCinAZ Rushed Room Readiness at Cost of Cleanliness
I checked in on Sunday, Oct 27th at 5 p.m. as part of a conference being held at the hotel. Check-in time is 3 p.m. I was told that there was no room available, but he would check with someone else. He came back and gave me a room on the 8th floor. The room seemed fine until the next morning when I went to take a shower and noticed the huge clump of long dark hair stuck to the upper part of the bathtub. Yuck! It might have been a better decision to make sure the room was clean prior to checking someone into it. It kind of makes me wonder what else I didn't see that wasn't as it was supposed to be. Also, on the last day of our conference I called down to the Concierge to ask about where to catch the riverwalk boat tour - he gave me short directions and hung up never even said goodbye - not exactly friendly or professional in my opinion - in fact I thought it was rude. The location, restaurant and lobby were all quite nice, however the issue with the bathroom and the concierge ruined my opinion of the hotel. I would definitely think twice before staying here again. I travel quite a bit on business and this particular hotel is not at the level it should be.
November 1, 2013
Rated 3 out of 5 by NCBadger74 hotel stay
This hotel has every great amenity from cleanliness to flat screen TVs, etc. However, their valet service is atrocious. We recently stayed at this hotel and upon arrival, the valet didnt acknowledge us eventhough we had been parked there for several mins. Further, once he came over, he didnt even offer to help us with luggage, etc. Good thing for him the hotel was excellent on every other amemity from check in to room cleanliness. Bottom line, its not worth paying for a valet service since it is sub-standard at best.
May 21, 2012
Rated 1 out of 5 by lgs1159 Horrible experience
Was told did not have reserv for rest and outdoor viewing of parade.I did.Was told no one could be on riverwalk without a ticket even tho staying at the hotel so could not do that.Ordered room service for two meals -lunch and dinner-since had to watch from room.$72.JJ Conceirge told me he would take half off.When delivered, person told me either he had to take my credit card downstairs to charge meal or pay cash after stating he was new.Not wanting to give my credit card to him I paid cash,the whole amt.JJ said they would settle it on checkout. Shortly after got a call from Rest, /we did have reserv after all.I explained we had ordered meals. Two phones in room and neither worked, sent someone up fixed one.
Went to watch parade was treated very nice. Manager of Rest was wonderful.Person I spoke with earlier apologized.
After parade went to room. People in 505 &506 were very loud, yelling, music loud.Could hear a dog barking. Called and reported several times. Finally people left and heard dog barking loudly,scratching on door. Called again. Security came up and checked on dog. Left.Said they called the person who had the room.Still dog barking.Lady across the hall said she had called also.Security came and took the dog.
After 11:15 pm I got to go to sleep to be awakened by loud voices about 1:15am. Undoubtly the people left as it got quiet.
Upon checkout next morning I explained the 50% off my meal charge and was told person behind a door was taking care of it. I waited and waited and was told it would be soon. Never saw the person behind the door. My car was waiting in the drive and I left. Without the reimbursement.
I waited 62 yrs to go to the Riverwalk Parade.I recently retired after 19 yrs of NICU nursing and was looking forward to this trip. Very disappointed in the adventure.Mostly disappointed upon checkout no one cared about our visit.
I have the dog barking on my phone and am so very tempted to put it on UTUBE with my review so others can see exactly what kind of hotel I stayed in.
I will not ever recommend or stay in the Westin again.
November 29, 2011
Rated 5 out of 5 by tmills91 Solid property for business or pleasure
A lot of great choices on the Riverwalk and this may be the best. This property is on a quiet spot of the RW when you want to escape the bar scene. Beautiful lobby and helpful friendly staff. I don't think I've ever had a bad room even when I wasn't at Plat level. Zocca restaurant is top notch.
On a negative note parking is a bit steep. I don't want to pay big city prices to park in San Antonio.
December 18, 2011
Rated 3 out of 5 by Rosteet1 Charges, charges and more charges
The hotel was beautiful. The room was very comfortable. I really enjoyed my stay until checkout which took 1 hr due to unexpected charges. I was asked ahead of arrival if I would like to upgrade to a suite for $50 a night, extra. I agreed, but at checkout I was charged $70/ night upgrade fee. I was also told upon arrival that it would benefit me to valet park for only $15/ night, but at checkout I was charged $30/night. I was asked to make a "green" choice and I would receive a $5 voucher every morning which could be used in the hotel. I only received 2 vouchers during my 4 night stay and when I tried to use them in the gift shop they told me I could only use them in the resturant. I also had about $65 worth of room charges which were not mine. This issue was resolved, but took about 1 hr, and when I finally got to my car, in valet, I found that it had been running the entire time. I was happy with the facility but very displeased with the deception and unwillingness to resolve my issues.
March 20, 2012
Rated 2 out of 5 by mommateresa SO SURPRISED!
I just returned home from my stay at the San Antonio's Westin Riverwalk last night and just had to put this in words. I have stayed at several hotels in my life and many Westin Hotels for that matter and this is why my title to this review is named SO SURPRISED! This was by far the worst experience ever and for the price I paid I really feel ripped off. I love Westin Hotels and have always said that they are so beautiful, clean and that the staff is amazing. All was true this time except that the staff was horrible and were so completely clueless on how to treat guests and how to resolve problems. From the not informing me about the $30 a day parking fee before arriving, to the reception desk staff arguing with me about telling me the wrong room # and that's why my room keys didn't work, only thing is she said the room # out loud and that's where the bellman took our bags except we couldn't get in room, I wonder why? That was just in the first 30 minutes of arriving at the hotel and they weren't even busy yet. Myself and my 2 girls stayed for 4 nights, during the stay we had to have our phone replaced 4 times, our toilet fixed, coffee maker for one was never replaced and it wasn't working properly the entire stay but since I had already told them about it I thought something would have been done, not so. One night we had a family with kids that had a wrestling match well after midnight that did not get resolved after 2 calls and my daughter going down and telling front desk staff while in the other room on the other side of us a couple was trying very hard to make babies. I had a $75 dollar charge after the first day because the housekeeping staff "forgot" to tell front desk that I had her remove all the items out of mini-fridge. They tried to compensate me by giving me a complimentary breakfast for my family but when we received the breakfast 30 minutes later than promised it was not correct either. There were so many wrong elements about this stay I could go on and on but that will not solve anything. The one bright light in this whole mess was the Head Maintenance guy and I forgot his name but he was the only one that seemed to care about how my stay was going and tried to help me. And finally at check out when they asked, "Was there anything they could have done to make my stay any better? Yes, there is. You could have taken at least half off my bill because the service and my stay there was definitely not worth the hundreds of dollars I spent. So very disappointed in This particular Westin, I know not all are that way since I have stayed in others as stated before. Some definite changes need to be made and from reading previous reviews it looks as if this has been an ongoing issue, so I am not alone in my thinking. I would not recommend this hotel at all.
July 9, 2012
Rated 5 out of 5 by ianc excellent
My wife and I recently returned from a 3 night stay at the Westin Riverwalk. My e-mails before our stay were answered promptly by Chaitan and he arranged for the perfect room. The hotel is visually beautiful and the location is wonderful.The staff was excellent from desiree at the front desk, travis in valet parking and dominic as concierge We could not have had a more lovely weekend in San Antonio. Thank-you to everyone at the Westin Riverwalk that creates such a welcoming and lovely atmosphere for guests. Ian
December 7, 2011