Element San Antonio Riverwalk — Hotel in San Antonio

Location great. Everything else absolutely horrific. From parking to the overall service and here is why

Make a reservation online, need to change it. Oh but can't change it because their phone number doesn't work. First problem.

Get there, they offer to change the reservation and I was told it would be handled before we leave. Second problem. It didn't get changed still, as we were checking out. They said they would change it and I would see a refund in 7 days. Third problem. Never saw the refund. Call Marriott instead, they said it would be handled and that I would see a refund in 7 days. Fourth problem. No refund again. Call back to Marriott they inform me case was closed. Fifth problem. They tell me to call Element which AGAIN the phone number doesn't work. Call back to Marriott and they give me a different number.

Actually had a great experience with Andre over the phone and told me I would get a call that day. Which was the only truthful thing so far.

Here is where it's bad, when Renee, a manager calls and first thing tells me I booked incorrectly online. I did, I knew that, but I couldn't reach them to correct it prior to arrival and then I had 2 different people say it would be corrected by 7 days. And then another Marriott employee tell me the same thing.

So see I accepted that I made the reservation incorrectly. I tried all the steps to correct it with no resolve, but the worst part was all the employees telling me it WOULD be corrected immediately or within 7 days at the check out.

If the manager wants to push on me how I'm wrong, plus not accept that his employees made the wrong accusations, that is on the hotel.

Then to have the manager proceed to tell me that my brother, who gave me the discount told me wrong.... I mean who is this guy?

The best thing would have been to acknowledge the steps I took to correct my mistake when scheduling and that I looked to resolve it immediately. As well as acknowledge that all your employees gave me the incorrect information (along with Marriott themselves).

Eachbperson in the process gave me the wrong information to resolve this and here we are a month later still trying to come to a solution.

I hope you do better for the next person Element. At least accept that you have mislead someone. Hard to swallow when I finally take a wonderful trip with my husband for the first time in over 10 years after serious illness.

Get your...

While attending a work conference in San Antonio, I stayed at the Element San Antonio Riverwalk. Marriott's Element by Westin is a hotel chain of more than 100 hotels in 12 countries (the vast majority are in the United States). The eco-friendly brand serves as a home away from home, featuring eco-friendly amenities and varied social spaces, not to mention the Westin Heavenly Bed. Element's in-room kitchens and pet-friendly policy also cater to those seeking extended stay options.

Element San Antonio Riverwalk is located in downtown San Antonio, a block away from Riverwalk-Houston Street access and less than a mile from The Alamo and Henry B. González Convention Center. The hotel has complimentary breakfast and weekday Happy Hour (wine, charcuterie), 1Watson (rooftop restaurant/bar), a fitness center with Peloton bikes, and event/meeting space.

The Element and AC Hotel share the building, with the Element hotel occupying the lower level floors (there are separate elevators for the hotels).

Breakfast was slightly better than your typical complimentary hotel breakfast. Omelettes, egg variations, and pancakes were made to order and pretty good. Customer service was strong throughout the hotel.

1Watson is Element/AC Hotel's rooftop bar, serving libations, Southwestern cuisine, and scenic fifteenth-floor views of downtown San Antonio. Many of the cocktails, beers, and wines are sourced from Texas wineries and distilleries.

While reservations are encouraged, especially on evenings later in the week, the rooftop only reserves half of the restaurant, increasing the chance for walk-in availability.

1Watson is a whole vibe. The outdoor patio is nice-sized, with views of Main Plaza, Riverwalk, and San Fernando Cathedral. The R&B/2000s background music adds to the atmosphere, making for a great friends' night-out (or in my case, an evening with colleagues post-conference).

When you visit, order the Southern Gentleman (brown butter-washed Knob Creek Bourbon, demerara, bourbon barrel bitters). You'll...

I just recently joined Marriott Bonvoy and have been looking forward to staying in the family of hotels they have across the world. But I have been disappointed so far.

Most recently, we checked into the Element San Antonio Riverwalk for a 4-night stay. We had to check out after 2 nights because of the construction noise just next door. Starting at 6:00 AM the heavy equipment engines roared to life and started rumbling and shaking the ground, digging and driving back and forth. Adding to the "symphony" were the horns and sirens of each piece of equipment backing up -- which is great for safety but makes it impossible to sleep. This continued all day long so we had to escape early and start our sightseeing. I am not holding the hotel responsible for the construction -- they couldn't help that. But what could they have done to help alleviate the situation?

First, they could have notified us of the construction either before booking or before our arrival. Who knows what we would have done with that knowledge, but at least we would not have been ambushed and surprised after the first night's stay.

Second, they could have given us a room on the other side of the hotel so we wouldn't have been front row to the noise concert. Upon inquiry with the front desk, we were told that the hotel was 'sold out' and no rooms were available. I was skeptical of this because the hotel offers breakfast and the small dining room never had more than 10-12 guests when we were there. Not proof, but makes you wonder.

Third, under the Bonvoy banner, Marriott has over 1,500,000 hotel rooms world wide. There are several other Bonvoy hotels in downtown San Antonio. Perhaps they could have moved us to another Bonvoy hotel during the construction. But maybe the hotels don't talk to one another or cooperate in such situations. So what are the advantages of Bonvoy?

Lastly, what was their solution? They gave us sponge earplugs to use.

As noted, we...