Hilton Palacio del Rio — Hotel in San Antonio

I attended the Targeted Violence Prevention Conference here in January 2025. There is construction in progress in the area, which impacts guests and the ability to maneuver with ease. I opted to remain on property. There is an option to walk as the hotel is on the Riverwalk. There is actually direct access to the Riverwalk from the hotel. Valet and check-in were efficient.

There are 22 floors in this hotel, several conference style settings, elevator cars, room service, Starbucks, fitness room, pool and in-room fridge, and coffee station. This really is a full service hotel.

The reason why I gave this hotel 3 stars is because the rooms are dated. I can tell they do their best to make things as comfortable as possible for the guests. However, the aging of the facilities is apparent. My first room smelled of sewage gas. I figured it would go away at some point. It never went away. I contacted guest services, and they took care of me. I was moved to another room that did not have a smell, but the appearance of wall damage from water possibly was visible. The room had that moldy smell, but nonetheless, it was better than sewage gas. I was able to watch Netflix in my original room, but not in the new room. Maintenance came and attempted to fix it, but to no avail. I had to watch regular cable. There are balconies in every room. A huge plus!!!!

Room service is a plus nowadays, and I was excited to get delivery to avoid crowds at the Riverwalk or driving in construction. I ordered the Mahi sandwich, and it came with fries. My delivery waiter was very kind and professional, but that was one of the worst fish sandwiches I've ever had. The bread was soggy, fish was extremely bland, fries weren't hot, not even luke warm. Im a Hilton Honors member and have always enjoyed their in-room dining or restaurant food, but this location did not provided that same quality that I've come accustomed to. I will share that the food we were served at the conference during lunch was really good! That clearly wasn't the same chef for in-room dining.

Hilton employees at this location are willing workers. They did not appear to "hate" their job, nor did they show a lack of teamwork. They all worked well together, which makes the difference when facilities aren't up to par with Hiltons I've visited in the past. I know in terms of remodeling, you have to have the overhead to make it possible, and in this economy, it may not be the best time fiscally for big projects. Im sure in the future this is a goal of the property owner.

The fitness room was great. I utilized it twice while at the hotel.

I would come back here as long as I don't smell the sewage gas. I can get over Netflix, but food is a necessity. They did not allow my door dash order to be delivered to my room. I had to go downstairs to retrieve after a long conference day. I didn't like that, but they said it is due to safety. This is Texas!!!!! Trust me, I will be okay if they ever tried it, wink wink. I like to relax and live the princess life while at a hotel. I literally had to get dressed to go grab my food. Get...

The hotel was built in the 1960s on the edge of the river which allows its guests immediate access to the river walk. Located in the heart of the San Antonio Riverwalk, shopping, and trendy neighborhoods. The rooms have been updated but the public areas have been in need of a full remodel for some time. The lobby elevator area on the 8th floor has POOR/Cheap repairs and rips to the wallpaper which went out of style more than a decade ago. Something I was very critical of when doing QA inspections. A guest should NEVER know or see that a repair was made. If you can't match the paint, repaint the entire area. I just hate half assed work and repairs.

We had people complaining that it took 20 minutes or longer to get down the elevator to the lobby. In my case we stopped at EVERY floor because people were waiting, only frustrating the guest and delaying the elevators. Plus one elevator was out of order. UNEXPECTABLE!!! Where was the Lobby Lizard? The MOD? Security? They could have easily sent the guest waiting to go UP, on the service elevators, removing the line in the lobby. Expediting guests trying to get to their meeting.

As a former corporate relations manager/inspector, I would have immediately taken action with the MOD. What would they do if it were a fire or emergency? If you can't manage the situation like today, I can only imagine the failures if it were an emergency. Guest want to see someone taking control, and making the experience easier. Not left standing on each floor trying to get on an empty elevator after elevator. They definitely need to new technology system that monitors the up/down elevator function and flow.

The guestroom room has new carpet, however the decor and furniture is outdated. The bathrooms need to be totally gutted during the next remodel. Out with the outdated tile, bathtub, and cabinetry. Customers want a new updated spa like bathroom with a full walk-in shower. The website said self park, but it is valet parking. Was told $40 but actually $55. The guest should NEVER be receiving conflicting information. I assume the valet is outsourced but the website is not. Both these services should be giving guest the same information. The music played until midnight, not 11 pm* as we were told. So if you are wanting to get sleep, request a room on the street side. *The music is not the fault of the hotel. Just be aware that the hotel sits next to several outdoor event venues and it's located on the Riverwalk, so it is NOT quiet. Rooms on the streets side can be a little quieter. The staff was wonderful throughout the hotel. The front desk was fully staffed and the Honors desk was open. The Starbucks is small and can get crowded. During the next remodel, I would suggest moving it to a larger space. Maybe the same floor, in the space where the bar is closed until the evening where guest can use the tables and do work while having their coffee.

As always, have fun in San Antonio, enjoy the river walk, and staff safe. Don't...

I am writing to formally express my dissatisfaction with my recent stay at your Hilton hotel in San Antonio. I had high expectations for my visit, but several issues have left me feeling disappointed and frustrated.

Pricing Discrepancy: I booked a room that was listed online for $191, but upon arrival, I was charged $417. This significant difference in pricing is unacceptable, especially when I later discovered that I could have booked the same room for $200 less online during my extended stay. This inconsistency raises concerns about your pricing policies and transparency, which may be in violation of the Texas Deceptive Trade Practices Act (DTPA). According to this law, businesses must conduct themselves in a manner that is truthful and not misleading to consumers.

Room Issues: The room I was assigned was supposed to offer a river view, which was one of the key reasons for my booking. However, upon check-in, I encountered a malfunctioning television that took hours to address. After finally being moved to a different room, I was disappointed to find that it did not have the same view I originally paid for. This experience detracted significantly from my stay and raises concerns about compliance with the Texas Property Code, which requires landlords to provide habitable conditions and services in their rental properties.

Customer Service: I also found the front desk staff to be unhelpful and rude. I witnessed another guest being apologized to repeatedly and receiving a free upgrade for their inconvenience, while I was left feeling overcharged and undervalued. There was no acknowledgment or compensation for the issues I faced, including the problem with the TV and the change in room view. This disparity in service could be seen as a violation of the San Antonio Fair Housing Ordinance, which mandates fair and equal treatment of all guests in public accommodations.

Concerns About Discrimination: As the owner of TJ Vegan and Soulfood, I am particularly concerned about the level of service provided. It is disheartening to see a discrepancy in how different guests are treated. During my stay, I felt an unsettling sense of being unwelcome on the property due to my race. This experience has raised concerns about potential discrimination, which is not only disheartening but also in violation of both state and federal anti-discrimination laws. I believe there is a need for improved training and sensitivity among your staff to ensure all guests are treated equally and with respect.

I hope you take this complaint seriously and investigate these issues further. I would appreciate a prompt response to address my concerns and a resolution that reflects the high standards associated with the Hilton brand.

Thank you for your attention to this matter. Also tub...