Home2 Suites by Hilton San Antonio Riverwalk — Hotel in San Antonio

Someone from this hotel stole my wedding ring. We stayed at home two suites May 2 through May 4, 2025. We checked out of the hotel on May 4 with a late check out at noon. My family left the hotel and went to have lunch, at the end of our lunch. I realized that I had left behind my earrings and my wedding ring. I had taken them off the night before, when I took them off, I put them on an upper shelf to the left of the TV next to our car keys so that we would try not to forget them on our way out. My earrings were a hoop shape so I laid my wedding ring inside the hoop earrings. Once I realized my ring and earrings were missing, I called the hotel as we were walking out of the restaurant. The man who answered was the front desk manager. He put me on hold l, after a few minutes he came back and said OK ma’am we found your earrings, but not the ring. I obviously was very panicked, as was my husband who told the gentleman no her ring has to be there because it was sitting inside of her earrings. I asked the front desk person if I could go into the room to try to look for them he said, I don’t see why not. We arrived at the hotel about 10 minutes later and me and my nine-year-old son got out of the car and talked to the front desk person to let them know that we were there so that we could go into the room he told us to wait for housekeeping because they were going to come to the elevator and let me in. We waited for about 10 minutes but nobody ever showed up so we went back to the front desk and he finally walked over himself to let us into the elevator. When we walked up to the room, the lady was still cleaning so I let her know that we were going to look for my ring. She pointed to a bag that was sitting on the counter. I opened it up and inside the bag was my earrings and a note that had her name on it and the room number. She told me they found that as she pointed to the bag I told her I know, but I’m still missing my ring. She responded, Oh, I didn’t see a ring. I told her OK. At this point, I did see a make up bag that I had left in the room on purpose because it has a stain on it. It was still sitting on the counter where I left it right above the trashcan. I frantically looked through it, hoping that maybe someone had to put my ring in there, but nothing was in there. I didn’t make sense. I wasn’t sure why someone found my earrings and turned them in which were hidden on a shelf that was high, but they didn’t turn in my ring or my make up bag that was sitting on the counter above the trashcan. I told the housekeeper that me and my son are going to look in the room then because they said we could. Me and my son spent several minutes looking throughout the room under the furniture, on the floor, in the dressers, in the bathroom, in the kitchen, basically anywhere we could look. I became very upset realizing that the ring wasn’t there so I asked her if we could look in the trash. I don’t know if she understood what I was asking so she called her manager Raul and he came over. I asked him can we please look in the trash because I don’t see my ring here. He said, it’s too late, the trash is long gone. I told him OK. Well, then I need to keep looking. Me and my son continue to look throughout the room and after several more minutes I became flustered and started to cry. I could not believe that my ring wasn’t here and that they didn’t turn it in when they found my earrings. After seeing me cry, Raul said, OK maybe we can look through the trash that they took out of your room I said yes please. He let us downstairs to a room behind the front desk where there were piles of trash at this point Carlos joined us. Raul asked Carlos, which bag of trash did you take out of room 202? He said he couldn’t recall which bag was ours, but it only took two bags to find our trash, so Raul put that bag on the floor while me and my son and Raul looked through it. Unfortunately, we took everything out of the bag, and my ring was not there. At this point, I started crying again and I told him well, I don’t know what to do. I need to go find my husband who is waiting in the foyer of the hotel. When we found my husband an updated him. My husband told Raul well I guess we need to call the police then. Raul said yes do whatever you need to do. At this point, my husband told Raul to please confirm with your staff that nobody has the ring at this point if someone has the ring and they just give it back to us we’ll walk away. We won’t press any charges. We won’t make a big deal. We just want the ring back. Raul said OK let me go ask them. We waited while he asked, but he came back a few minutes later and said that neither one of them had it. At this point we asked Raul, who was the person that found my earrings, but not the ring and he said that it was Carlos. He said that Carlos goes into the room and takes out the trash and then the cleaning lady goes in after. I told Raul I didn’t understand how Carlos found my earrings that were sitting on a shelf up high, but he didn’t find my ring that was sitting inside of my earrings. I also told him if Carlos was able to find my earrings that were up and hidden on a shelf- how did he not find my wedding ring that was inside the earrings? Raul said he wasn’t sure. My husband did ask if he could speak with Carlos one on one since he was the one who found my earrings, but not the ring. Raul said he would check, but he called his manager and they told him that that was not allowed. We waited for a police officer to get there and when we got there, we talked to him and told him the situation and he gave us the case number. After the police officer got done talking with us he left because there was an emergency and Raul came back to talk with us. Raul said that that he was going to fill out an insurance claim report and that his manager would call us tomorrow the next morning first thing to go over everything. We waited the next day for a phone call, but nobody ever called. Finally, my husband got a hold of somebody after waiting on the phone for 30 minutes to talk to the manager. The manager tried to brush my husband off, saying that she could not speak with us since we had filed a police report but at the end of the phone call my husband told her that we were willing to offer a $500 reward if anybody would please just turn the ring in and at that point she asked to please explain what happened. Because we did not feel confident after speaking with her I tried to find information on who owned the building so that we could speak to some one who would actually listen to us and make sure that an insurance claim was filed because the hotel was brushing us off. That is how I found the information for the owner of the building. I reached out to an email that was on the website and they got back with me immediately and called me the next day to discuss the situation. I let them know the series of events as they had happened and how I had no faith in Carlos since he was the person who had gone into the room first and found my earrings. The insurance finally called us back today (4 months later) and said that they denied the claim because they have safety lock boxes at the front desk that will hold valuables so that is how they get out of being responsible for these types of events. Please protect yourself and do not stay here. My wedding ring is gone forever and they did...

If you want your trip ruined, and talked to like you are no one; stay here! My Husband and I decided we wanted to take my daughter to the Riverwalk & Sea World July 4th weekend. We looked into reviews, and saw it didn't seem like a bad place to stay. We called and booked our room June 2, 2025. We booked our studio cabana from 7/2/25 - 7/6/25, or we thought. So, few days before we get email confirming two reservations, One 7/2/25-7/3/25, and another one for 7/3/25- 7/6/25. It turns out the agency we booked for messed up our reservations. So, I got in touch with them, and I even contacted the hotel to explain what happened. I was assured that if i stay in regular room 7/2/25, and check out 7/3/35. I could recheck in 7/3/25 for my studio cabana, and I wouldn't have any problems. We got there 7/2/25, and stayed in the regular room. The bed sheets on one of the beds, had make up on them, and the other bed was so hard. Come to find out, I checked the bed in morning. The padding wasn't even on. The pillows were so wore out. I am not one to complain, so I went about my evening, and assured my husband, and daughter that was the only night we had to stay in there, and the next day we would get our studio cabana. June 3, 2025 came, so we went downstairs to check out, and I asked the girls in the front if there was anyway I could check into our studio cabana early that day, because we were going to sea world, and I have a auto immune disease, and I have to give myself a shot once a week. The shot has to stay cold. The 3 girls at the front desk looked at our studio cabana reservations, and told me when the others check out. They would give us a call. I asked her specifically was it the studio cabana I booked? Did it have this, and that. She assured me I was getting my studio cabana that I booked a month advance for. We went ahead, and went to sea world. We got back to the hotel about 4ish, went to the front desk (different girl) told her we were there to check in. She proceeds to tell me that our room has been booked. What do you mean our room has been booked? One, I booked this room, a month in advance. Two, I asked the girls that morning about the studio cabana, and she told me I was good to go. Once they check out, and clean the room, they would call us and we could check in. The girl goes on and tells me that it is booked. I am standing with all my stuff in the lobby. My husband then goes on to say he wants to speak with a manger. Well the manger walks out. She tells me first off there is nothing she can do for me. Either i can problem solve, and get another room. She was very ugly about it. Never once did she say I am sorry. Basically, I can take what they have or I can kick rocks. I asked her how did this happen when the room was booked a month in advance. She goes to tell me some lies about how the other people never checked out, and they added to their stay. OK, I can see the first day being available, but the 7/3/25-7/6/25 it shouldn't. How could it, when i had those booked on my second reservation a month in advance. We ended up just getting what they offered, because it was July 4, 2025 weekend, and we wouldn't find availability anywhere else. The manger just walks off. She basically made me feel like I didn't belong there or I wasn't worth trying to figure out a solution for. I have never received such poor service. She never once said hey look I'm sorry, this happened. Let me fix this for you or anything. I was very disappointed in the service I received, AND WILL NEVER STAY THERE AGAIN. I will also let anyone I know that goes your way, and wants to book a room to not stay there as well. She needs to learn how to handle customers in a professional way. I totally understand mistakes can happen, but it was the way she talked, and treated me. It was not...

VERY DISAPPOINTED!!! Hilton is not our #1 brand. (& won’t be!!) It is our 2nd/3rd go-to. We recently discovered the Home2 Suites brand and really like the layout and user-friendliness of the rooms. So on our 3+ week vacation (17 hotel nights), we booked 3 nights at Home2 Suites downtown San Antonio. (There are 2, this is the one on Soledad). Paid extra to book a “Riverwalk View” Room. We got a “WALL VIEW”. (see attached photo). How anyone can call this a riverview by any stretch of the imagination, is beyond me!!!!!! After 2 calls, and a couple discussions and insisting on MY part, I got this from Manager Melissa: “This is a riverwalk view room… We’re sold out for the next 4 nights. I can give you $20 per night credit.” When I told her that was NOT acceptable & I would write a review about this, we finally agreed on a total $100 off for the 3 nights. In my opinion, What SHOULD have happened: “We are so sorry. We made an error, let us do what we can to fix this” (good PR, good business practice, good will). Then comp the trip or at least a night!! UNACCEPTABLE!! (I booked a month ahead). And I''m not sure the "credit" I was given even made up for the price difference in getting a "non-view room" instead of what I paid for. A WALL is NOT a RIVER!! Don’t insult my intelligence! Next frustration—there is massive construction all around this block—it took driving around it 3 times to finally figure out how to get to the building. Not the hotel’s fault—true. Would have been nice to been given some prior notice on website or in the welcome email the day prior with info on how to navigate. Not happy. Free hot breakfast was ok. Pretty normal stuff. They did have blueberry, then banana waffle batter for making your waffle. That was a nice touch. The juice was watered down—terribly. I tried the cranberry juice--very watery/yuck--threw it out. Then tried orange juice. Colored water! Threw it out. Coffee was weak as well. (Coffee lids do not fit the cheap paper cups) PROS: *Room has almost no carpet. I like that. The hard floors are easier to clean and stay nice *The room has GOOD lighting!!! (Most hotel rooms are dark and have dims lighting—yuck.) Thank you! *There were 3 hooks, a towel bar to hang wet towels (& drawer pull long enough to hang hand towels). (Hotels say “hang up the towel & use again-help us save the planet—and then give you no place to hang so they can dry!!). There are sufficient hooks/towel bars. Thank you! CONS: *Did not think management did a good job of making amends for their booking error with us. Nor did they ever take ownership! *The chair in our room was dirty. Needs shampoo. Gross—didn’t want to sit on it. *Valet—(only parking option at $40/night)-Multiple times we made reservation for our car to be brought up at "x" time (we were told that was the only way to get it when we needed it). They brought up the car at the wrong time multiple times!! *Valet was turning on our radio and changing the stations. (We left it OFF each time we dropped off car. There is NO reason a valet should be touching our radio) *Our kitchen sink was dirty when we arrived (food stuck in the bottom/sides) Many dishes were dirty/filmy. And toaster, microwave & coffee maker need to be cleaned! No kitchen towels--unusual. We used bath towels. We will NOT be back...