Embassy Suites by Hilton San Antonio Airport — Hotel in San Antonio

UPDATE 11/10/25: I was contacted by the highly professional Sal, who gave me insight and education into the booking processes. The hotel was not at fault and Sal was able to give me all the information needed to ensure the proper steps were taken in regards to this situation. His knowledge, respectful demeanor and over all customer service was a breath of fresh air and exceeded my expectations as a customer. 10/10 recommend, thank you Sal!

I cancelled my reservation on 10/26 for my hotel reservation on 11/9 after knowing we weren't able to make our reservation due to my husband being active duty with the government shutdown (it was acknowledged and accepted as a non-refundable reservation I will say) HOWEVER, after the experience received I will not accept that. I have the email with the confirmation of my cancellation, but fast forward to today I receive an email that "it's time to get ready for check in". I call the hotel immediately this morning and they transfer me to some lady who says that my reservation is still active that they never heard from booking and that I needed to call booking to take care of this. I call booking and I speak to Joseph, and he confirms that he sees The initial request on October 26th confirming that I am canceling my reservation and he continues to inform me that the hotel did not respond within 24 hours so nothing was done about the reservation. I mentioned how Unacceptable That is as customer service as they should have followed through on ensuring that the reservation got canceled because I did my part as the person who made the reservation by reaching out and letting the company know that the reservation is no longer going to be fulfilled. He then informed me that he will send another email to embassy suites letting them know that the reservation is being canceled and they have 24 to 48 hours to respond which I find very inappropriate as the reservation is today. He then said that is the process he has to follow and I advised that I want appropriate compensation provided for this mistake on booking and embassy's behalf. This is absurd that I've had to call today and find out what the deal is when I did my due diligence on October 26th which was 14 days in advance. He told me that if embassy does not approve reserve the compensation that they will not be able to compensate and I informed him that I will be taking it higher up as that is unacceptable as booking should compensate for this mistake done on their behalf along with embassy. He then informed me that if I did not hear anything in 24 to 48 hours that I was to call back and I said that I will not be calling back. I expect someone to be in contact with me about this issue as I should not have even been put in this position as a customer and I informed him that if this is not taking care of appropriately that booking will lose my business and I will be sure to spread the word of the unacceptable provided customer service...

I recently stayed at this hotel during a family health crisis and the death of a family member. The staff were very kind and accommodating as I worked through changing my reservation more than once and came to them with various requests. My room was clean, comfortable, and quiet. The hotel breakfast is very good with a variety of options as well as an omelet station where the omelet chefs are excellent, better than average at hotel restaurants. One can easily manage a delicious and generous breakfast and skip lunch if desired. ||I did have a few minor quibbles. One is that the hotel does not offer a free coffee stand outside the breakfast bar hours whereas many restaurants do. You can buy a coffee from a Starbucks machine, but I do think keeping a supply of coffee, tea and water available is one of those details that makes travel pleasurable.||The Bar and Restaurant were fine. The happy hour is a standard at Embassy Suites and a nice touch, with the two drink allowance. The "light" appetizers are occasionally skimpier than I have had at other Embassy suites, but that is minor. Once I came in late, at 10 minutes before the stated closing time of the bar, following a difficult day, only to find the bar already closed. Again, annoying but minor. ||Lastly, the hotel parking was undergoing transition while I was there. They use an outside service, one that is used in many cities, including my home city. I scanned the QR code to park my car, and the fee was reasonable. I had noticed upon researching where to stay that many hotels, even around the airport, are increasingly charging for parking so I had expected that and it is common in larger cities. My issue was that apparently the system was being updated when I was there. I arranged and paid for parking upon arrival only to receive a message that my car had been booted off the system mid visit. Upon calling the vendor, I was told my car was indeed registered three more days. The next day I was again booted off, and I had to register my vehicle for the remaining of the trip. The back entrance to the parking lot is always closed, but that is a great convenience for guests to have it open, and I Do hope the Hotel will eventually add cameras and reopen that entrance. None of this is tragic but it is an added annoyance for the traveler. I understand that parking is an additional complexity, but it should really be handled at the hotel desk, making it easier for the guests and I do wonder if there is a way for the hotel to integrate the parking arrangements more seamlessly into the check in and check out process. Of course that does also place more responsibility on the hotel itself for parking irregularities.||Despite these issues, I thoroughly enjoyed my stay, and would happily consider this...

I never received the follow up call I requested with my complaint*I wouldn't have reviewed this hotel my husband had not left his second monitor for his laptop. I know if you leave things you might not get it back. We could've taken responsibility for that, but we called around 9pm when we realized the item was left. The interaction with the front desk associate was less than pleasant. I'll back up to the fact that my Husband wanted to extend his stay for one night. He was told his room was booked already. (I get it that's possible but was the whole hotel booked....why not offer another room?) On checkout day, he wanted a late checkout so he wouldn't have to take luggage to the office (since he couldn't extend his stay). He wanted 3pm well since the room was booked that wasn't an option I guess. After some questions trying to find a solution he was finally offered the option to keep it in a locked area. (The issue here is the solution should've been offered automatically) Mr. Customer since your room is booked for tonight we can't do a checkout later than 1pm BUT u can leave your items here and we'll secure them for you until xyz time. The thing that prompted me to make this complaint is this. A laptop second monitor was accidentally left in the room. This was not discovered until around 9ish pm. We called the front desk to see if the laptop had been reported. Dale told us alot of wrong but in a nutshell we were told to...Call back after 9am because housekeeping was closed and the did not have access to the logs of lost/found items nor could they get in the locked room that housed such items. I ended the call stating I would call corporate and submit a complaint because that policy didn't make sense. She sarcastically told me to "Have a good night!"...I immediately called the 800# for Hilton and not even 10 minutes later the Supervisor (Very Nice) called back and let us know the monitor was reported and they had it. I wonder why nobody told Dale about this "New" policy. The rooms were nice and the breakfast is delicious but the customer service was a -10..... Unfortunately, everytime I've stayed Hilton there's been an issue with the customer service. Sucks because done if they're accomodations are great, but so are other hotels and this customer service issue sets then apart from the rest in a bit...