San Antonio Marriott Riverwalk — Hotel in San Antonio

I chose the Marriott for a vacation with my grandchildren because of its location on the River, indoor/outdoor pool and because it was the Marriott. Neither when I made my reservation nor when I checked in was I informed I needed to ask for housekeeping. So, I was surprised when we walked into our room at 6 pm and the room had not been cleaned, even more shocked when housekeeping was sent up only to have her refuse to clean the room because we were in it. The front desk manager arranged for us to go across the hall while she cleaned. We thought all was well only to return the next evening to find the same situation. Our room was not cleaned and we had no clean towels for showers. This time we were too late to make our dinner reservation and I was told the restaurant in the hotel would be open until 10. The children went to the pool, I visited the ladies room and found the toilet had run over, the floor floating in nasty water and a plunger sitting in the room. I called the desk to inform them, they thanked me and I don’t know how long it was before they checked it because we went back up to our room to get ready for dinner. Walked into the restaurant at 9:15 and was quickly told the restaurant stopped serving food at 9. I was livid. I went to front desk, met with front desk manager who apologized and said he did not know until the last minute that the restaurant was closing early. The children ate pizza from your little store. They also told me I must request housekeeping each morning. The next day, I stopped at the front desk and asked for housekeeping. When we returned about 5 that day, after being told we might not be able to find parking in the garage and would have to park elsewhere, and after my 9 year old granddaughter helped guide me into a gerryrigged parking space, the room was not cleaned. We used towels provided the day before and ate downstairs while our room was cleaned. The front desk manager indicated I would receive some kind of credit for all the issues encountered. The next day, we did have housekeeping service. When we checked out on Sunday, after two more nights of trying to maneuver in the garage where guests were given no priority, our bill was presented with no credit. The front desk person said she could do nothing but comp our parking, which she did not do, but that she would have Phillippe call me if I would leave my number which I did on a copy of my invoice with a “thank you.” It has been a week since we left...

I would not come back to this hotel due to several reasons and would not recommend this Marriott to anyone.

First off, the rooms although seemingly a bit renovated didn't give a feel of a proper hotel but of a cheap inn. The bedding was so poor both my and spouse and I had sore backs the next morning. Bathroom was as tiny as possible and poorly done. Overall very expensive hotel with feel of a cheap inn rooms.

Second, at least three staff members were not trained to be pleasant with the hotel guests. The waiter at the breakfast place wasn't present and they asked us to go find a table ourselves. As we were walking towards the window table, a waitress yelled at us and all other guests started to look at us making us feel uncomfortable as if we had done something wrong. I just brought my family for breakfast from our room and were mistreated by the waitress. Then the person at the omelette station was extremely rude to my kids and treated us with an attitude. Not a friendly staff for sure.

Then before the checkout, around 10 am, I went to the front desk to request a late checkout at 12.30. The person at the Elite check-in desk seemed like a manager and I politely requested him. He asked me to hand him the keys and said let me look. Then he said it sounds like you are telling us rather than requesting for a late checkout and that he said very rudely. It was only for about an hour extension and with young kids if they had asked for more money I would have paid for it but why treat hotel guests rudely.

Finally, at the time of checkout I requested valet to bring my car. They brought the vehicle up and never handed me the key fob. I gave them their tips and drove away returning to Houston. The car kept running only because my wife had a spare key in her bag and we didn't realize the key fob I gave valet was never returned.

After half an hour we stopped over and I looked for the key it was no where to be found. The valet had never tried to reach even when they had figured out they had my key. When I called them they confirmed they had the key. Nor the valet or the hotel staff had tried to email or call when they have my info in the call when they have my info in the system. I'm a Marriott rewards member for several years. The valet person said they can't do anything without talking to the manager. The manager called half an hour later only because I had called first. Said will overnight but has not...

I’m here traveling for work and this is by far the worst hotel I’ve ever had to stayed in. When I first came in yesterday I noticed that none of the charging outlets were working in the room. I tried charging both my phone and computer, nothing worked. I went downstairs and asked if anymore rooms were available and I got switched to a room across the hall. In that room the charging stations worked but no internet connection in either room. I could also hear clear noises coming from outside as there was a balcony and sliding doors. I believe the door was broken because the noises outside were very clear although it appeared to be locked. However, I went all the way downstairs to complete my work for the day and spent most of my time downstairs after getting off of very long flight. I went back to my room later that night to lay down and tried to draw back the curtains and there was a bed bug hanging between the curtains. I went downstairs and informed the employees of what was going on and I was informed that there was one more room left available and I could move. However, hearing the news didn’t seem to shock the employee. I grab the key for that room and packed away the little items I took out before leaving the room completely. As I was walking to the elevator I was stopped by security and asked to keep my belongings in the room until everything could be checked. I was okay with this as I did not want to take anything with me. I asked how long this process would be for my belongings and I was informed about 1-2hrs. Later on, I walk downstairs and asked for an update as all my belongings were required to stay within that room. I informed the manager and security that I had meetings that morning and would not be able to attend without the proper clothing. I was now informed that this process would take hours and possibly the whole day until I could get my items back. I informed the manager that I was very displeased with the hotel and service as everything has been a hassle since I’ve arrived. Although the rooms may appear to be nice in pictures there is rust in the bathroom, dirt and holes throughout the curtains that need immediate attention. For all of this to occur in less than 24 hours of my arrival is a lot and I would not recommend this...