Home2 Suites by Hilton San Antonio Downtown - Riverwalk, TX — Hotel in San Antonio

I recently stayed at Home2 Suites in San Antonio Downtown on Navarro for two weeks while working as a consultant at a nearby hospital. Overall, my stay was positive, but there were a few areas that could be improved.

Check-in & Front Desk • Check-in took a little longer than expected due to a large number of guests, but I appreciated the free snacks at the front desk. • Staff was generally friendly and accommodating.

Room & Amenities • I stayed in a larger studio-style room, which I loved. The counter space and cabinet space were great. • The room had a dishwasher, but I didn’t use it since I didn’t have enough dishes. I appreciated that utensils and dishes were provided. • Some areas of the walls (paint or wallpaper) were deteriorating. • The windows had a noticeable dust/mist, making them less than crystal clear. I wasn’t sure if this was due to the inside or outside needing cleaning. Housekeeping • My room was cleaned daily, and my bed was made, which I appreciated. • However, it often felt like housekeeping started cleaning but got sidetracked, leaving tasks unfinished. Some examples: ◦ Trash wasn’t always taken out. ◦ Tissue box was moved but not refilled. ◦ Trash bins were repositioned but not emptied. ◦ My soap bar was replaced daily, even if only used once, which felt wasteful. ◦ I had to request lotion and conditioner refills at the front desk instead of them being automatically replenished. • Cleaning towels were left on the bathroom floor for pickup, but sometimes they weren’t taken. Technology & Internet • Wi-Fi was slow and required re-logging in daily, which was frustrating after long work shifts. • USB chargers by the nightstand did not work, forcing me to use an adapter block and plug into an electric outlet instead. Elevators & Accessibility • Out of three elevators, only one worked for the entire two-week stay, which was highly inconvenient. • The mobile key app did not work for exterior access, so I always had to carry a physical key or ask valet staff to let me in. • A side entrance was unusable, making entry less convenient. Breakfast & Dining • Breakfast exceeded expectations with a hot meal selection, which was a pleasant surprise. • I appreciated the full-size fridge in my room for storing leftovers. • The hotel primarily served chicken/turkey sausage and bacon instead of pork, which wasn’t as appetizing. • Cereal options were repetitive—would have liked more variety like French Toast Crunch or Fruity Pebbles. • Bananas weren’t always available, which was disappointing since they’re my favorite fruit. • I enjoyed the Belgian waffle maker, sausage gravy, unlimited coffee, and juice. • Occasionally, the hotel provided free alcohol, which was a nice touch, though staff limited it to two per person to prevent excessive consumption (a fair policy). • The ice cream social during my last week (root beer float event) was a highlight! • The breakfast staff was fantastic—especially one lady who went above and beyond to accommodate us. Since my colleagues and I worked 12-hour shifts early in the morning, she provided Saran wrap so we could take food to go and even asked about our preferred grab-and-go breakfast options like sandwiches.

Minor Breakfast Concerns • The small packets of cream cheese, butter, and International Delight coffee creamers were often sticky or appeared opened, making me hesitant to use them. • The syrups, jelly packets, and other condiments had a similar issue, possibly due to temperature exposure or frequent handling. • It was inconvenient having to wipe everything down before using it, and I felt like I had to waste some items because I wasn’t sure if they were clean.

Overall Rating: ⭐⭐⭐⭐ (4/5)

Despite some inconveniences—like slow Wi-Fi, elevator issues, and inconsistent housekeeping—I had a comfortable stay. The room size, daily cleaning, breakfast accommodations, and location made it a great choice for my work trip. Would recommend, but I hope they address some of these maintenance and...

Terrible Experience – Avoid This Hotel!

If I could give zero stars, I would. My stay at Home2 Suites in San Antonio was an absolute disaster from start to finish.

1st Night – Dirty Sheets On the first night, we didn’t immediately check the sheets, but when the blanket was removed in the morning, we found small spots of blood on them. Completely unacceptable. This alone should have been a red flag.

Parking Nightmare That evening, after attending the function we were in town for, we arrived back at the hotel around 10:30 PM and tried to valet park—which we had already paid for two nights. The valet attendant casually told us, “Sorry, the garage is full. You’re just going to have to drive around until around 12 AM when people start going home.” My 6-year-old was already exhausted from the day, and I was basically told that she’d have to sleep in the car. After making us feel like we were just being “Karens” for expecting the parking we had already paid for, they finally decided to send someone to park the car across town at a different hotel.

No Water for Checkout Morning The morning of checkout, I got up for a run, came back, and there was no water. Apparently, a water pipe had burst, which is understandable. However, that didn’t change the fact that I had to drive four hours home drenched in sweat because I couldn’t shower.

The Worst Customer Service Ever As I was leaving, they asked how my stay was. I calmly explained all the issues, and they offered to make it right. I didn’t ask for anything—they offered. They asked if I wanted a refund or points. I said a refund would be nice, but since we booked through Hotels.com, I wasn’t sure how it would work.

Later, my wife received a text message from the hotel asking about our stay. She explained the situation, and they again confirmed they would refund us AND give us points. We received text messages and emails stating the refund and points had been processed.

Then, the real nightmare began.

When I contacted Hotels.com about the refund, they had to call the hotel for approval. The hotel outright denied ever approving a refund. We then provided Hotels.com with proof of the correspondence between us and the hotel, where the hotel clearly stated they had refunded our money. We also sent this proof directly to the hotel, and that’s when the staff started hanging up on us. After multiple attempts to get a straight answer, the hotel finally told Hotels.com that they wouldn’t issue a refund because they had given us points instead—yet we never received any points or a refund.

Guess what? No refund. No points.

This was the worst hotel experience I have ever had, and the absolute lack of customer service is appalling. I may not be a frequent traveler like some of their wealthier guests, but I will never spend another dollar at Home2 Suites or Hilton again. If you value your money, your time, and basic decency from a hotel, stay far away from this place.

Update: Corporate reached out and made it right. I will stay with Hilton again, but never at...

Pros: friendly and helpful staff 24 hour gym convenient location great coffee quiet comfortable bed and pillows tons of outlets in the room lots of outlets in the lobby

Cons: breakfast poor water pressure no safe in the room

I stayed at this hotel for the Labor Day weekend and overall I really enjoyed my stay. Special mentions to Unique who checked me in (and out) and was really sweet and helpful, and Andre who was also very nice and helpful even when dealing with a guest who seemed a bit...rude and had a dismissive way of speaking to people, yet Andre just remained extremely polite and professional. All of the staff at the hotel were very nice and helpful.

The gym is open 24 hours which is really convenient since most people are out for most of the day. The coffee was great, which is unusual since a lot of hotel coffee is barely drinkable. I found the bed and pillows to be extremely comfortable. So comfortable that I fell asleep in less than five minutes when it normally takes me about 20-30 minutes. Another important thing was that it was quiet. I never heard any of the other guests and one of them had small children, so if you're looking for a quiet place for a vacation/staycation, this would definitely be a good hotel to choose. The other convenient thing is that there were a ton of outlets in the room. Far more than most people would need but it's better to have and not need than to need and not have. There were also some outlets in the lobby, which is good for charging your devices while having breakfast or just relaxing or doing work in the lobby.

There were a few things that could be better. The breakfast was like it had been overnuked in the microwave. I'd either skip breakfast entirely or just go to one of the many restaurants in the area. There was no safe in the room which was unusual and made me slightly uneasy. The biggest issue though was that the water pressure was awful. It was like being rained on. It reminded me of the episode of Seinfeld where the building switched to low flow shower heads. It's not the biggest deal in the world but expect to add 5-10 minutes to...