Courtyard by Marriott San Antonio SeaWorld®/Westover Hills — Hotel in San Antonio

Where to begin... we checked in and were sent to an already occupied room. When we came back down to the desk to let them know, I was told that I was wrong and there shouldn’t be anyone there. I told them that there most certainly was and their stuff was spread all over the room like they had been there and weren’t leaving. They gave me another room so we ventured up. We went swimming in their pool and came back upstairs to shower and call it a night and found that there was no water in the room. I called the front desk and they said (with no apology) yeah... the city is having issues to our building and has all day. It may be fixed some time tomorrow. I wondered why they couldn’t have mentioned that when I checked in and was so angry about the flippant attitude that I didn’t say anything further.

Day two; we take the shuttle to SeaWorld, which was the saving grace for this hotel, location and shuttle. I go to grab the coffee in the lobby that all other hotels have to find that they want to charge me to get theirs at a rate of $2.18. I could walk to the gas station that adjoins the parking lot and get a large one for $0.79 so that’s a no. We get back and have dinner that we picked up out of the hotel and hit the pool for a second day. There are zero towels in the swimming pool area so I go to the front desk to ask about it. I was told in the same flippant attitude that they know they’re out and someone is working on getting more out; still without an apology. We swam for over an hour and had to end up going to the room to get our bathroom towels since that wasn’t long enough to have dry ones delivered. All this while we sat next to a bin overflowing with used towels. There is a picture attached. It’s hard to believe that they were on top of getting them done when a basket sits like this for an hour.

Day three: we set up for the twelve o’clock shuttle and wait down in the lobby starting at 11:45. At 12:25, I ask if the shuttle is running late and was quickly told that it was there at 12. I must have not been paying attention. We were standing outside at 12 so that’s not the case. They got another one to come at 12:40 and we were on our way. That night for swimming, we quickly grabbed enough pool towels so we could have some and noticed when leaving the pool area, they were completely out again.

This hotel was a tragedy. I have never seen a group of staff that cared so little about their patrons or complaints they receive. They even parked their shuttle buses overnight to where they block the fire lane so there is no way around the building if it caught fire. We never got full water pressure back and were never apologized to for any inconvenience, of which there were tons. This hotel, along with any in the chain, will never be an option for me or my family, whether traveling for work or for pleasure. I sent a complaint on day one to corporate and here I am three days later with a “we’re looking into it” canned reply and that’s...

From the moment we checked in I felt welcome. Eric checked us in and was very professional all the way around. He was dressed to perfection, well groomed, well spoken, and stepped around the desk toward the end of our conversation to literally show us where the elevators were. I think that might be the first time in all my years of travel someone has come out from behind the front desk and actually gotten close to us at check-in. It changes your whole perspective because it becomes personal. I'm sure he was very busy yet he was very relaxed and listened patiently to our questions and we even held a conversation about the properties Marriott have out of the country and in particular in Italy as that is on my bucket list. I have been lucky enough to travel throughout the United States and stay at some wonderful properties many of them graciously provided by my former employer when we would go on "Think tank" assignments so having this property so close to home and being so excellent is phenomenal. My perception did not stop at the front desk, I had booked two rooms online and after asking if it was acceptable they gave us adjoining rooms which was very convenient for our party. When we arrived at our rooms they were beautifully appointed and spotless. I know this hotel has been here several years because we've driven past it many a time on our way to and from sea world so I was really surprised at how beautiful the entire environment is! I did find out later on why it looks so great! So while the kids all went down to the Riverwalk to explore during the early evening the husband and I decided to take a break as my feet could not take one more walk yesterday. I asked hubster if he would accompany me to the bar for a cocktail and he agreed. The lobby area is very spacious and extends over into a huge restaurant area as well as a bar area that then you can go out onto a patio in front of the beautiful heated pool with a hot tub that has great hours from 7 AM to 10 PM! We settled in on two barstools and each ordered a cocktail. The server was very gracious and did a good job mixing our drinks. We had already had dinner but I ordered some hummus which came with a lot of different vegetable dippers and was a nice snack. Hubby has a fruit cup that was a generous serving of assorted fresh fruits. We were there for about an hour and when we asked for the check,adding the tip etc., a gentleman showed up behind the bar to release the young lady who...

We informed the front desk weeks ago that we would have a late check-in. Upon check-in all they had available was a ADA room.."That's fine not a big deal"..so I thought. The bed when set or laid upon sunk into the shape of a crescent. No back support at all. The springs felt like they were going to jab right through the mattress and stab my back. There wasn't even a microwave in the room, coffee maker was dirty. The cleaning crew left their used gloves on the counter in the bathroom, the trash hadn't been emptied. Water pressure, and temperature was always an issue. The last night of our stay my wife and I both had to take ice cold showers because we waited for 30 minutes for the water to get warm. It never did. I called the front desk and they told me that "they had their engineer working on it" Lighting in the room was terrible, the bathroom (which was a really good size for someone that might be in a wheelchair, plus for that) but, had a single light above the mirror and another one above the shower. Was very hard for my wife to put makeup on in the morning with little light. The room had one switch that controlled all the lights (maybe an ADA thing), but we had to have the switch on then go and turn the lights off manually around the room if we wanted a single light on. Breakfast/Restaurant isn't complimentary (which we knew that) but, they stop serving at 10AM. So during the entire rest of the day you can't buy anything not even a coffee or bottled water. You are forced to go to the "convenient" store by the front desk. Wifi is terrible they have Smart enabled TV's that you can sign into your streaming accounts, then the whole time it has to buffer to get your shows to play. Don't promote streaming apps in the room if your not going to have the bandwidth to back it up. Shuttle service to SeaWorld is they only thing they have going for them and even then at times its not great. You have to sign up for a time slot 2 days in advance if you want to get on the time slot you want. Then if they don't have a time slot available you can wait around to see if there are any "no shows" for a earlier slot. Overall the value for this hotel is not good. When you pay $130+ a night and they promote there is a restaurant in the lobby, Streaming apps in the room, Shuttle to SeaWorld, but they can't logistically back any of it up, they need to reconsider lowering their cost to stay at this hotel. I would not recommend this particular...