Grand Hyatt San Antonio River Walk — Hotel in San Antonio

From the moment I parked, I had a terrible experience. Checking in at the front desk, not only did they run my card multiple time for the full amount, but they also kept running it. My Bank then froze my account and locked my card. I then went back to the front desk to see what happened only to be told they just see one set of charges. When I then showed them my bank and the charges they tried to fix it but could not. They then compensated me however, when I tried to use the compensation I was told that no card was on file. When I then informed them of what happened they then went in and tried to fix the issue but would find not success. Later that night a letter was slipped under my door saying that I still owe the Hotel fees such as the incidentals which was already charged to my card multiple times.

When I left my room to talk to the front desk I had forgot something in my room. When I tried to get back in I was locked out. I went down to the front desk and informed them of the letter. They then apologized and said " they shouldn't have issued that letter as they are aware of what is happening with my card and room." It was at that point I pointed out I was locked out of my room they had attempted to reissue me card keys which did not work.

They would call maintenance to try to fix it however, They ran into issues with opening the door. The Chief engineer would be called to assist it would be at this point that the Chief engineer would find out that Hotel security locked me out of my room. When finally gained access to my room and attempted to use the restroom I would find out that the toilet was clocked and was not working. I had used it prior to me leaving the room and found no issues. I would then call the front desk again to have maintenance come up and fix it. They would have to use a snake to unclog the toilet.

On my last night I did not leave my room in fear of not being about to get back in. When I then checked out the front desk tried to charge my card. When I explained what happened they then told me they only see one charge. When I then should them my bank statement again they were confused as to why I was not only charged for my full stay but why it was charged multiple times. On of the Office Managers would then tell me I would have to wait till the charges are dropped or speak with accounting about this issue. However since this was a long weekend as it was a holiday they would not be in till the following day. I was then told that I could leave but to check back when the charges either posted or were dropped.

When I called my Bank the next day I was then told that the Hotel will need to post those charges. When I then called the Grand Hyatt I requested that I speak with the accounting office I was then stonewalled about the charges. I would then have to wait an additional day before any progress could be made. My Bank would drop the charges. I then reached out to RIgo who was at this point my primary contact and they only person who could assist me and who activity tried to help me. He then informed me that I would have to submit a payment after the date of say.

I do apologize for how long this post was but give how terrible my stay was I could not enjoy Vacation with my family. I had spent more time at the front desk then going out and enjoying the long weekend. I will not be booking another stay here after this past experience. To those looking at this Grand Hyatt I would weight other Hotel options before moving forward...

Recently I stayed with my family (wife and two kids) at the Grand Hyatt San Antonio for the spring break holiday, arriving on March-9th and check out on March-13th.

I used my points to redeem 2 nights and paid out of my pocket for the other two subsequent night. All reservation was done by phone call.

I could not use my Club Access Award to redeem breakfast from any of the time on my stay, so I asked to include the breakfast for the two nights that I paid out of my pocket, and the other two first night from the points, I had to pay at the Hotel, since the attendant could not give the rate for the breakfast to be included during reservation. Really frustrating.

When I arrived with my family at the hotel desk, the attendant informed me that the breakfast was included for all days and it was served at the Bar Rojo Restaurant. I explain him that it was supposed to be just for the two last night not for all day, but he insisted that it was included for all days. I was surprised but I assumed it was an upgrade from the Hotel, which we were very happy about it.

We had our Family Breakfast all days at the hotel, and we enjoyed it.

However, on the check out, when it was presented me the bill, the attended charged me the breakfast for all night, with total of $596.82.

I thought this value was exaggerated for 4 meals, which was around $110.00 each meal. Also, I have explained that during check in the attendant said the breakfast as included for all days during the stay. Also, I explained that I have paid out of pocket to include two days breakfast for the last two days on my stay.

After the discussion, the Manager accept my arguments and removed all the breakfast charging and we left really upset by the situation.

A couple of days later, I received a charge on my credit card of $319.16. Immediately I call the Hyatt line and I was informed that it was related to the breakfast we had at the hotel. I was really sad about it, and I argued that we should at least be charged for 2 days only. After 10 days from this charge, we were refunded $95.65 for two days breakfast.

I’d like to say that this hotel has a very confusing system that even their own staff is not capable to operate and make the guests like me very frustrated. I’m really upset to have used my points and not being treated fairly in this hotel.

Also, the attendance is rude and the room was not what we expected from a Grand Hyatt brand. Too tight for 4 people and noisy due to the air conditioner.

I’ve always had Hyatt Hotels in very high standard, but I will never stay again in the Hyatt...

This hotel is in a fantastic location, making it an excellent choice for travelers who want to be within walking distance of the Riverwalk. Everything you could need—shops, restaurants, and attractions—is just a short walk away, and the convenience of the area adds tremendous value to the stay.

The rooms are clean, comfortable, and well-appointed; the regular room is small, so we booked a large suite. The beds are comfy, and the views from the upper floors are a delightful bonus. My Hyatt globalist status also comes with lounge club access, which is good in terms of food variety, cleanness, and service.

One disappointment was the EV charging station. I was doing valet and was told I had to park by myself because I had to pay for the charging station. After checking into the room and settling down the kids, I went to the parking; things went south quickly; they only had two J1772 chargers and instructions at the station. I followed them, and it did not work at all; I went to the website, found the company was gone and was bought by Blink, then I had to download another app and register, it forced me to load 20 dollars, and then I found out the station doesn't work, it wasted more than 30 minutes and 20 dollars. At the same time, my wife and kids waited in the room hungry. We had a big hotel that advertised EV-friendly features, which was frustrating, especially for guests relying on it. There are many other Hyatt hotels I have been to, and the valet will charge for the car for me, and they are free. Later in the day, I complained to the front desk when picking up the vehicle. They sounded like they needed to learn more about the EV charger there and had never given me feedback during the three-day stay. I had to drive to another location 30 minutes away to get charged. Very frustrated.

This hotel has many positives, with its prime location being the standout feature. With more attention to service and maintenance, it could be an excellent choice...