Hampton Inn & Suites San Antonio-Downtown/Market Square — Hotel in San Antonio

I will not stay at this hotel again. First when we arrived at the hotel the doors were locked. There was a way to enter with a room key or a button to press for assistance. I pressed the button for 10 minutes but there was nobody at the front desk to respond. I finally decided to wait in my car and call periodically. After about 20 minutes a lady answered and said she was back at the desk so I entered to check in. Apparently there was an accident on the other side of the hotel she had to attend to. But I felt there should have been two people working so that somebody would always be at the desk and somebody else could attend to any issues. So I gave her my name for my reservation and she informed me that my room was not ready yet and would take another hour. I was upset but I said ok and she told me we could either wait inside or go to the riverwalk and that we just had to put the parking ticket on our dash. That was ALL she told me about the parking. So we waited and an hour later our room was ready and we checked in. The room was clean and service was fine. Throughout our stay they brought up clean towels when I requested them and also fixed a light bulb in our room that burned out.The hotel was a bit rundown but not too shabby but the elevators were TERRIFYING. They made a lot of noise and would creak and shake as you went up or down. You could hear the cables rubbing. I rode the elevators a couple of times with other guests and they also expressed their fear when using them. During our stay I visited the "Suite Shop" twice once to purchase drinks and second time I bought a box of candy for my son totaling 8 dollars and some change. On my first visit I tried to pay cash and was told that the only way to purchase anything was to allow them to put it on my room tab and it would be charged to the card used to book my room. I said that was fine. Also one night I ordered pizza and when the pizza man arrived there once again was nobody in the front lobby and so he could not get in to bring my pizza and I had to go down to get it. The second night that we were there my husband noticed 3 charges from the hotel on our card. One for $30 another for $28 and the last for $24. On our way to the Zoo the next day we stopped at the front desk to ask about the charges. The clerk looked up our room number and said that the $30 charge was a breakage deposit($10 per night) and that when we check out unless something is damaged that the charge would disappear off our card. The other two charges were for temporary holds for the suite shop and would adjust to the correct amounts after we check out. I said that was fine and decided to just watch my account to make sure. The last night we were there I wanted to take advantage of the laundry facility and wash our dirtied clothes and then pack them just for convenience. I went downstairs with a few dollars and asked for quarters to use the machines. She told me that they do not have quarters and that I would have to go to the H.E.B for change. I thought that was strange and a little inconvenient. So we checked out the next day took our lunch bag breakfasts which were also quite disappointing. Two days later the $30, $24, and $28 charges disappeared only to be replaced by one charge of $73 which actually processed. I called to find out what was going on only to be told that I was charged for parking $10 a day. I was NEVER told that they charge for parking and the clerk originally told me that the $30 charge was a breakage deposit. I told them this and all they could tell me was that they charge 10 for parking a day and that I have to pay that charge. Still it didn't explain the 73 dollars as that doesn't add up and then they told me that I was charged for 2 vehicles. I only had one vehicle. She told me that I would be refunded for the 2nd parking charge. But I still have not seen the refund. Also I asked twice for a receipt to be emailed to me and still haven't gotten one. Very...

I booked a room at the Hampton on Flores with the Hilton app. I arrived early on 11/5/22 and asked the front desk if we could check in early. We didn’t expect them to have our room at 1PM but we told them we would leave our car in the lot and spend the afternoon at the river walk.

When we got back to the hotel at 6PM, we found our truck had been burglarized. The thieves forced open the bed cover, removed screws from inside the bed to open the tailgate, then stole both taillights from the truck. I was surprised that someone would want to risk a theft charge over taillights until I discovered they’re $1080 each.

When we went inside the lobby to check into our room and get help regarding the theft, we had to wait behind someone who’d booked a room for three people and had been given a one bed room. They couldn’t help that guy.

I gave them my reservation details and waited for some communication from the desk clerk. He said he would be right back and left us standing at the desk. About 5 minutes later I asked the other desk clerk if he could help. He told me to wait because the guy helping me was physically checking my room to make sure it was ready.

After another 5 minutes of waiting, the clerk returned and didn’t say anything, even though I was standing next to the front desk. A few minutes later I asked if things were OK and he said there was a person already occupying the room intended for my family.

After several frustrating minutes of zero communication from them, I called the Hilton diamond member number and told them about the theft, the overbooked situation, and the lack of assistance from the desk.

Hilton corporate got me another room at a nearby property and we had a place to stay for the night.

After my call to get re-booked, I had to go back to the desk to get help filing a police report. I asked the same guys if they would call the non emergency number to get an officer there. They told me the hotel would not call, and that I needed to place the call.

My experience with the hotel was terrible. I spend over 100 nights/year in hotels and I’m a top tier rewards member w Hilton, Marriott, and others. I don’t leave a trail of bad reviews, but this place deserves one.

The clerks never asked if my family was OK. Never asked where I parked, never asked if they could help me find alternative lodging, never offered any type of refund on the points used for the stay, etc. As a customer who’d been a victim of a theft on their property, I became radioactive to them.

Hilton told me I’d receive contact from the hotel manager within two days to help address the problem. It never happened. No apology, no amends, nothing.

Avoid this property...

Our stay was awesome, as it usually is! I always love the continental breakfast and their staff was very polite and very helpful in any way that they could be, they went Above and Beyond in my mind and I'm not an easy person to impress. They have an indoor swimming pool, they also have a workout gym, they have a great big sitting area in lobby area with nice seating, bar style seating with power Outlets built into the table bar style table making it nice and convenient to sit and charge your phone, iPad, laptop or any other device you may need to charge while also having TV's spread amongst the Lobby. They also have a 24-hour coffee stand that always has coffee, hot water for tea which is provided, along with hot chocolate and all the condiments you may need to make your drink perfect. They also have a 24-hour snack shop where you can just grab a snack and tell them to add it onto your room tab. Something I liked about it a lot, was the fact that it was just a couple blocks from the Riverwalk and was a much better price than actually being on the Riverwalk, and having the electric scooters easily at our disposal right outside of our hotel made it cheap, easy and fun to get around as a mode of transportation. It only cost $2 for 30 minutes to drive around on the scooters, but for a simple Uber ride back two blocks down the street it cost over $8... So you really can't beat the price and you also get a cool view of the City by taking the scooters that you would totally miss if you just took an Uber or a taxi. They have a great valet service with people that have great attitudes and always happy to work hard for you. Another thing I like is that each night around closing time for bars, or maybe an hour later a police officer would routinely stop by just to check up on everyone and make sure everyone was safe and no one was being belligerent or out of control, it made our trip that much better and made us feel like we were being well taken care of, because we were! Out of a 5-star rating I would give them 8 Stars, they were great a reasonable price and I would recommend them to anyone going down to San Antonio to visit this beautiful iconic City. Also is only a 10 minute walk and a 2-minute scooter ride to the Alamo so it is very...