SpringHill Suites by Marriott San Antonio Downtown/Riverwalk Area — Hotel in San Antonio

We liked the location of this hotel for convenient walking to everything. The staff was really friendly and the beds were comfortable (although the mattress pad and fitted sheet were way too small and continuously kept coming off of one side when sleeping). Their parking lot is super tiny but the overflow lot is next to it. On Saturday night there was some type of Indian fest so that parking lot was full from that. We got the last spot in there. Not sure what would have been done if it wasn't available as the hotel requires $18 per night parking charge. The breakfast was typical food options and eggs were cold every day. The lady running the breakfast was nice but we did notice that she did not wear a hair net or gloves on any of the days we were there both in the dining room or back in the kitchen (even there was a sign on the door that customers could see that stated management did require them to be worn). We visited the bartender four of the nights we were there and she was nice and made good drinks (the food was gross though, especially the flatbread pizza).The room is what we really did not care for. We had the room next to the elevator and ice machine on the fourth floor and you could hear the elevator like it was in our room. The walls are also paper thin (we could actually here the gentleman in the adjoining room next to use the bathroom, as in we could here the pee not just the flushing of the toilet). The worst night was Sunday night when some very loud motor sound started when we were in bed and was still going on the next morning. It was so loud we couldn't sleep through it. We found out the next day that it was likely the compressor in the ice machine. The next night the compressor evidently went out all the way because the ice was melting in the machine and was making loud splashing sounds. We reported it to the young guy at the front desk and he said he was let them know. The couch in the living room is very uncomfortable and the bathroom is a huge waste of space. The sink wasn't in there but it could have easily fit. There was no where to hang or put anything in the bathroom either. There was one towel hook next to the shower but no other hooks in the bathroom, no door knob, and no stand or table to put things on like clothing or toiletry bag. We ended up taking the table out of the living room to use in there for our stuff. The door is also a slider like a barn door so it does not fully...

If you use the Government/Military Rate at the 524 Saint Marys Avenue, Spring Hill Suites, beware, they will change your reservation, not inform you of the change until you check-in, at the front desk and it is too late to cancel, because they will charge you for the first night. I highly recommend you not use this location, if you are government or military.

I Only gave one star because you can’t give it zero or negative stars and leave a review. One star is required to leave a review.

I booked a room a month and a half ago, with a Government/military Rate. I got an email confirmation for a King Suite, after making the reservation. I have spoken with the hotel three or four times, since making the reservation. the most recent was this morning before I flew to San Antonio. Not once did they inform me of the change to my reservation.

When I arrived They told me I was in a queen room. I told the girl behind the counter my reservation was for a King Suite and showed her the confirmation email.

Ernesto Olivares, the Housekeeping Manager, came from behind the wall at the front desk and asked the girl checking me in, if everything was OK. She explained what he issue was.

Ernesto told me; “When you use the Government/Military Rate, the system changes your reservation from a King to a Queen, to accommodate guests not using a rate.”

I showed him the reservation. He offered to call the other Spring Hill Suites (at 411 Bowie Street) to see if they had Kings available. He came back and told me they had seven kings available and told me I could change to the Bowie Street location but he was going to charge me for the night. I told him, “No, I’ll stay here tonight, make a reservation with them, and then cancel the last four days here.” I had to stay the first night, because he was going to charge me for the room anyways.

Marriott offers the rate but this place doesn’t honor it, if they have somebody, who isn’t using the rate, wanting the accommodations your reserved.

When I was at Fort Bragg, this conduct would get a business put on the off limits establishments list. This is fraud and he acted like he didn’t care. Government and Military should send this hotel a message, that they can’t do this to us, through avoiding this...

The good - Location The bad - details below I recently stayed at this hotel, and unfortunately, it was an extremely frustrating experience. As a Platinum member, I expect a certain level of service, but this stay was far from what I anticipated.

First, there were no drinking water bottles in the room—something that should be standard, especially for loyal guests. To make matters worse, the staff didn’t even acknowledge my Platinum status, which left me feeling completely overlooked.

The main issue, however, was with the bathroom. The drain was clogged, making it nearly impossible to take a shower. When I reported the issue, I was initially told that no one was available to fix it. Cat at the front desk offered to move us to another room to shower. After a while, she called back, first directing us to Room 330, and then, moments later, saying someone would come to fix the drain. However, the drain fix didn’t work—water still wouldn’t drain properly, and we had to stand in dirty, stagnant water.

I called the front desk again to inform them the problem wasn’t resolved, and Cat responded that there was nothing more she could do. Instead, she offered me points as compensation. When I explained that points wouldn’t help me shower, she abruptly hung up on me. This level of service was shocking. What's worse, I never received any points as promised.

Frustrated, I went to speak with the manager directly. Initially, he claimed the hotel was fully booked, but when I mentioned Cat’s offer to move us to another room, he admitted that was a mistake. Only after realizing the seriousness of the situation did he offer us access to another bathroom. However, no one showed up to help us with this arrangement. I saw a staff member unlocking Room 330 next door, but he didn’t speak English and couldn’t assist me. Eventually, I had to speak to Cat again through the staff member’s personal cell phone.

All in all, I wasted nearly two hours of my time just trying to get a shower in the hotel. Both Cat and the manager lacked basic professionalism, and it’s hard to understand how they’re still employed at this hotel. As a Platinum member, I expect much better treatment. If this is how they treat their loyal customers, I can only imagine how they...