Homewood Suites by Hilton San Antonio-Riverwalk/Downtown

I'm writing to formally log a complaint regarding my recent stay at your Homewood Suites location. While the location of the property is convenient, the overall experience was highly disappointing and did not live up to the standard expected of the brand. Upon arrival, I was assigned an accessible room that was poorly maintained. Specifically, there is a serious safety hazard with the bathroom sink faucet: once the hot water is turned on, the cold water becomes unavailable. This is extremely dangerous, particularly for families traveling with children. Furthermore, the cleanliness of the hotel was unacceptable. The elevators were consistently dirty, and the entire property is in need of a thorough cleaning. The breakfast was only average—worse than a typical Hampton Inn—and the promised afternoon reception never took place. Additionally, the hotel staff was rude, with the exception of the valet parking team, who provided acceptable service. Due to these significant issues, I will not be returning to this hotel in the future. I hope you will address these concerns, particularly the plumbing hazard, for the safety of future guests

As a Hilton Honors Diamond member—and an Honors member since 2002—I understand what to expect from different Hilton properties. That said, my expectations have generally been shaped by non-downtown hotels, and downtown properties operate very differently. Charges for parking, early check-in, and late checkout are not what I am used to as a Diamond member, but I also recognize that a Riverwalk location in downtown San Antonio is a premium setting. For me, the most important measure of any hotel is the attitude and professionalism of the people who work there, and this hotel truly stood out in that regard. When we experienced unexpected issues with our room, the manager on duty, Jorge, went above and beyond to take care of us. He responded quickly, showed genuine concern, and made every effort to make things right despite circumstances that appeared to be beyond anyone’s control. Without Jorge’s attitude and willingness to help, my review would likely be very different. The rooms were nice, the location on the Riverwalk is excellent, and the staff ultimately saved my impression of the hotel. This may not be a budget stay, but the people made it feel worthwhile.

Oh man I have so much to say about our recent experience at this hotel. 1. FIRST AND FOREMOST- I have never stayed at a hotel, especially a Hilton, where cleaning was only done every 2 days rather than daily and the cleaning was superficial vacuuming only. Beds were made but sheets weren't changed. All of the cleanings we had during our week long stay there were ones we had to call multiple times to ask for as by 3 or 4 pm they hadn't happened. One of the cleanings we had- the woman cleaning was INCREDIBLY RUDE and rolling her eyes at us, being snappy with us, just changed our our towels and asked if we needed anything else rather than doing actual cleaning. Super uncomfortable and hostile and only came because we called multiple times asking if it was happening. She then told us we could speak with her manager who didn't speak English and had a headphone in her ear so when speaking to her she didn't actually listen or respond. It was almost a bad comedy at that point. 2. We reserved a crib when we booked the hotel and it said it was available by request- we got there and there ARE NO CRIBS. Pack and plays only with no sheets provided because they aren't to be used for sleep. My 2 year old daughter fell off the bed 2 times the 1st night. We had to sleep 3 in one double sized bed to sandwich her in so she wouldn't fall off nightly. 3. The pool is green colored (maybe the lining?) and tiny. Again- we had to call 5 separate times to ask for all of the dirty towels to be replaced by the pool which took about 2 hours to get. 4. The room had multiple plugs and lights that didn't work. 5. There is no safe provided at all. I have never stayed at a hotel that had no safe in the room. 6. We were trying to put clothes away in the dressers since we were there for 7 days and there was unknown goo inside the dresser that didn't get cleaned until we specifically asked during one of our bare bones cleanings. 7. No spare toilet paper or tissues are provided in the rooms- once again something you have to request. One roll and 1 tissue box aren't exactly going to last a family of 5 for 7 days. There were a few decent/positive things: 1. 1 or 2 of the people at the front desk were pleasant and responsive 2. Location was decent to walking around the Riverwalk area 3. Breakfast was a 3 out of 5 and had some good items but pretty much the exact same thing daily and truly basic. The breakfast staff were all very kind and polite. 4. The bathrooms on the main floor were clean and had some hygiene products provided.