Hilton San Antonio Hill Country — Hotel in San Antonio

Stayed here as part of a packaged deal with a local theme park. For the price, I expect a commensurate level of accommodation and this particular Hilton fell short.

Aesthetically, the hotel appears very modern with what seemed like a vibrant color palette, offers family activities into the evening and might be a great fit for younger families.

However, my experiences are enough encouragement to stay somewhere else next time.

Room: Filthy, soap scum and water spots adorned the shower, one of the shower heads had become so clogged with sediment or minerals that it hardly worked. During our multi-day stay, we were never given a wastebasket liner and had to collect and dispose of our own trash. A/C cooled each room of the suite to different temperatures (i.e., one room freezing and the other hot). The wet bar sink filled with water because it was clogged (reported to staff and fixed same day). No microwave in room. Refrigerator appliance had the cooling feature turned off which we did not discover until we returned at the end of our day to finish off leftovers we had put in there (we did buy a cooler to store drinks/food items in our room). Light in the closet was so dilapidated and rusty, I genuinely thought it was an overlooked safety issue and could electrocute someone (staff were notified). Windows in the room were dirty, missing screens and/or screens were visibly torn from their frames. Bed linens were disgusting, pillowcases had either dirt or makeup on them together with [red] lipstick from previous occupants (I made sure I field stripped the room to force staff to replace linens the morning we checked out). Bedding pillows were nice but the mattresses were very cheaply made and felt like we were sleeping on military cots. Door frame was so uneven that light and sound traveled through the over 1" gap at the base. The closet had peeling wallpaper and there were holes in the sheetrock that seemed to be overlooked during refit or remodeling.

Hotel Grounds: On multiple evenings, flyers for local food delivery were shoved under our door making me question the overall security and safety of my family and other guests as it seemed anyone could just travel the interior of the hotel, at least on the second floor. Pools were dirty with leaves and other debris, but otherwise clean and inviting. At morning shift change, outside trash receptacles would not be cleaned and had trash overflowing, guests had to compact trash in the cans to utilize them.

Hotel Restaurant: Pricey for the offerings. Chips and salsa, salsa was watery and lacked flavor and chips were visibly greasy and returned (they did not strike it from the bill). Chicken fried steak was a disaster, steak cooked five minutes too long (cooked previously then battered, I assume) and was fried in oil that was not hot enough. The chicken fried steak was soggy with oil and the batter was either not cooked all the way through or was just wet from grease, sent back to the kitchen and I rejected their "re-fire". The other entrees were presented and cooked well. Other than the salsa charge, the evening manager handled the situation appropriately and with confidence in his kitchen staff. My experience could have just been a one-off.

Hotel Communication: The hotel implemented a texting service where you can communicate concerns directly with staff via text. I appreciate this and I am sure other guest feel similarly about it. However, some concerns I texted were never addressed or acknowledged. Face-to-face, hotel staff was warm, inviting, and seemed to go out of their way to remember my name...perhaps because I had to interact with them so frequently.

Overall and based on managements responses to other low ratings, I would stay somewhere else. Management responses seem predicable with typical verbal assurances, apologies, and offers of support without intentional follow-through in terms of real action or behavioral changes (you see some of the same issues over and over again in customer feedback).

EDIT: Thank you for your AI...

Mind you, I am a diamond member. But the way Delilah spoke to me, you would have thought that I was a petty squatter, looking for a free room! (Not sure if that is her name, she's the Dir. of Housekeeping)

So apparently, there was a miscommunication between my employer and the hotel. My employer, who handles logistics, was supposed to extend our stay by 1 day and it was communicated to us that we were being extended, however this never happened and we, the employees, were made casualties. The hotel had essentially been overbooked and we were made to leave.

Here is the story: I was awakened by banging on the door by Delilah and 2 other housekeepers. In the most accusatory tone, she asked, "Is there any reason why you have not left the room yet?!" The way she spoke to me was as if we had a prior conversation and I was just refusing to leave. Just seconds before she knocked on my door, a colleague of mine alerted me to what was going on. To clear up the matter, because I was groggy and still not fully aware of what was happening, I tried calling the front desk from my cell and there was no response. I then attempted to call from the room phone and it was answered and then someone hung up. By then, Delilah had already knocked on the door. The way that she engaged with me was completely unprofessional and argumentative, accusatory and UNNESSESSARY. I tried to explain to her that this is the very first incidence of someone bringing to my attention that my stay was not extended. She rudely told me that people had been coming "all day" to get me out. THIS IS JUST NOT TRUE!! I've received 2 knocks prior where both people simply said, "Room service", and I replied with, "No thank you" because I thought that they wanted to clean the room. I did NOT know that anyone was trying to get me out of the room. The second person that came to knock DID ask me if I was checking out BUT THEY ASKED!!! And I told her that I was checking out the following day. This is what typically what happens when you want to extend the room the day of. I thought that housekeeping misunderstood and received the memo late about us being extended! She never even followed up with, "No, actually we're overbooked and you have to leave." No one even bothered to call the room to explain the situation! And why would housekeeping be the ones to tell us this?! This should have come from the front desk!!! They are the ones with the booking and credit card info in the first place! Had someone from the front desk called or even came to the door to coherently explain the situation it would have been a lot smoother, but they sent Delilah instead. Sending her was a mistake!

I was so upset by the way Delilah spoke to me that I stormed downstairs to complain to front desk but when I came downstairs, it was more of the same. Everyone was apathetic. I do have to mention just in case that I am an African American woman and during my stay I have not seen a single employee who was also African American, just Caucasian and of Mexican ancestry. It's very rare that I even play the race card but if I am in a situation where a person is rude to me from the very beginning, I often have to question the reason for the unwarranted hostility.

Long story short, Victor Hernandez, the Mgr, called the police and the officers were nothing but courteous to me so I don't know what he thought was supposed happen with that. Once the police arrived he was miraculously more polite, so that was interesting as well. But I was finally able to go back upstairs to pack my belongings. Oh, yeah, I forgot to mention that Delilah would not let me upstairs to get my things when I asked and I know she had a key.

I've been a guest with Hilton for years but my experiences with this chain is getting worse. This was the most unpleasant experience I have ever had with any hotel and this is the most escalated that a situation has ever gotten. Def canceling my AX Hilton credit card too. The points are pointless and I don't think I've redeemed a single...

I’d like to start by saying, that as an American Express Platinum card member I’ve stayed at some of the top hotels and resorts in Texas, as well as regular hotels and resorts in Texas. Some of my favorite locations are Austin Proper, and The Mansion at Turtle Creek in Dallas.

I write my reviews based on five components. 1 star for customer service, 1 star for quality of the room, 1 star for hotel facilities, 1 star for “honesty” of the hotel, and 1 star for food. If the quality is below standard it receives no star, if the quality is to standard but could be improved it receives half a star, and if I am impressed with the quality it receives the full star.

I’ll give the customer service 0/1. Every employee I encountered during my stay kept to themselves with the exception of one. Every one seemed standoffish or outright rude. While staying here I did not feel welcomed but I didn’t necessarily feel unwelcome. A simple “good afternoon sir, how’s your day going” in passing would be nice. There were times I would say something to someone and be ignored, who knows maybe they didn’t hear me. The one employee that showed exemplary service was the gentleman at the omelette bar in the breakfast cafe on the mornings of 15OCT and 16OCT around 8am-9am. He went out of his way to ask if there was anything he could do for us multiple times, gave us a tour of everything they had to offer, and addressed one of the waitresses who walked away after I asked her a question.

I’ll give the room 0.5/1 star. There wasn’t anything necessarily wrong with the room, it was cleanly and to standard. However when paying $250 a night for a hotel room I expect something a little more. It was reminiscent of something you could get at any other hotel in the area for $60-$100 a night.

I’ll give the hotel facilities 1/1 star. The gym, pools, bar, and all other facilities were beautiful and contributed to the overall satisfaction of our stay. The only complaint that I have is that the pools were ice cold, I’m assuming they have some sort of heating system that can keep them a little warmer.

I’ll give the “honesty” 0/1 star. This hotel seems like a complete money grab. We looked at the Holiday Inn directly across the street and sadly I chose to go with this hotel. Firstly, the rooms here on the low end were $250 a night whereas the Holiday Inn on the low end was $130 a night. Secondly, you have to pay $15 per day for SELF-PARKING whereas, the Holiday Inn is free parking (I’d like to point out that while staying at The Mansion on Turtle Creek, and Austin Proper both of which are 5 star hotels far beyond this Hiltons reach provided valet parking 24/7 service for a lower price ($50 for the duration of the stay during a 4 day stay). There are bottles of water in the room that are complimentary for gold members and above but $3 for a simple pure life if you’re not a member (I’d like to point out that I am a member so it was free for me but I still find it ridiculous). The breakfast here is $19.99 per person. I watched a father tell his kids they couldn’t eat here because he had to pay $20 for each person and he didn’t feel like spending $100 on okay quality food. The Holiday Inn requires 15.99 per person and up to 4 kids under the age of 11 eat free with the purchase of an adult meal. The complimentary wifi here is horrendous, my phone didn’t work the majority of my stay while using it and I wasn’t able to complete work on my computer without using my phones hotspot. I believe the “high speed” internet was an additional $5 a day. Lastly, I booked my stay directly through the Hilton app, my room was supposed to be $173 a night, it came out to $408 total I believe after taxes and fees that was pre authorized to my card. However, upon arrival I was told that I actually needed to pay $500 something for...