Thompson San Antonio – Riverwalk, by Hyatt — Hotel in San Antonio

This place hit almost every single note. My wife and I came down to San Antonio to see a comedy show at The Majestic as an anniversary gift to the both of us. We love a good hotel and decided to splurge only it being one night away. Every single staff member(minus 2) were amazing and exactly what you should expect at an almost a $500/night price point. The hotel is aesthetically lovely, the room was great, bed was top notch, and the shower is amazing.

We got there early to enjoy the hotel amenities. Went to the pool, had a beer and decided when the rooftop bar opened we would go have a drink and order a snack. We get to the rooftop bar and it is a fantastic space with terraces around to enjoy the view.There may have been 10 people there at 3:30ish PM. The staff behind the bar were professional and kind. I was a bit disappointed in the fact they had about 10 taps and zero tapped beer options. The only alternative options were Modelo and maybe two other beers in a can. I had the Modelo. It seemed a little skimp in the bar inventory area which tells me they probably don't get enough traffic to warrant the excess in inventory, that's understandable. I am pretty easy to please. I enjoyed my expensive Modelo and ate a very flavorful hummus appetizer. I could've had three of them. The only slightly negative factor at this point was that no draft beer situation. No big deal.

Later on after the show we decided we should go back to the rooftop bar and enjoy a nightcap. It was a Friday night, so I expected it to a have some kind of atmosphere and hoping so too. We arrive and I am instantly transported back to being 21 years old at da clurb on a Tuesday for $2 you call-it's. The 'clientele' surrounding the bar were all having a good time and most seemed younger probably just trying to be cool at "the cool rooftop hotel bar at The Thompson". I've been that age, it's fine. Now for the bartenders working that evening shift, not so much. I have worked in the service industry before and I always try to show bartenders, servers, host's, whoever, respect and patience. My wife and I stood right in front of the female bartender, friendly faces, card in hand, casually looking around for light eye contact for about 15 mins straight watching her almost seemingly and purposefully choose not to recognize us. As she continued to serve all those around us my wife and I looked at each other confused, as you would. It wasn't until every single person around us vacated the area she finally asked us what we wanted. Fairly normal exchange, definitely not friendly. Mind you this bar is about 30% full. Most of the people in it were near the bar or on a terrace. We go to the larger terrace which was much more chill and comprised of people who actually seemed like they were staying at the hotel. We decided to have a final drink and that it would just be a couple of those lovely, pricey Modelo's. This time we get to meet the guy who looks like he's tried out for every reality show on the planet. Maybe trying to diversify from his failing band. Not quite sure. What I am sure of is that he was hammered drunk. I know this because he told us he was hammered. Good job, bud. He was a mess, but ultimately got us the two beers. So, reflecting on the first bartender we could chock it up as she was drinking as well and that's why she struggled to take our order in a timely fashion? Maybe that was the case? Maybe she just hated us? Who knows? Regardless, the dude-bro should probably be fired for drinking on the job and the other bartender questioned. Sorry, I do not have names. Didn't get a chance to chit-chat. It was April 19, 2024. That I do know. A little late on the review, but just forgot to share this fun little interaction until I was planning our next SA trip right now lol. Other than that hiccup at the rooftop bar, the stay was fantastic! Cheers!

Pro Tip: Best McDonalds I have ever had UberEats delivered was post rooftop bar in our room. I know, I couldn't believe it either. Whichever location is near the Thompson is...

First of all, this was our first stay at a Thompson brand property, and we were very much looking forward to it. On a positive note, I will say that the design, style, and color scheme of the hotel is outstanding...really beautiful.

Unfortunately, that is about where our positive impression ended. I even took the time to share our experience with management, and unfortunately, there has been no response.

Downgraded review from ok to poor based on management's poor attitude.

Check-in

Check in was pleasant with the welcome, and the nice gesture of mini prosecco bottles to welcome us. Other than that, benefits didn't seem well recognized or appreciated. Having status with the Hyatt chain, it was disappointing to be put in a room facing a parking lot with no attractive view of anything at all. It seemed lazy or unthoughtful without even asking if we have a preference given what options available. It is a high-rise after all, with much of the hotel facing the downtown skyline.

Swimming Pool

We were very much looking forward to spending the afternoon at the pool. We were surprised and disappointed that it was overrun with small, loud, and disruptive children. I personally wouldn't consider the Thompson style and amenities to be a kid-friendly environment (and personally, that is one reason I would like to have considered the Thompson a getaway respite for an adult, couples getaway) which is why it was frustrating trying to relax and enjoy the pool when it was taken over by screaming kids splashing the rest of us guests that were definitely not there for that.

Unfortunately, the service at the pool was some of the worst we've experienced in all our travels.

The waitress served our sparkling wine in a lipstick-stained glass. We brought it to her attention, she changed the glass, and the second glass also had lipstick stains. When it became too challenging to get her attention again as she stared at the register, or passed back and forth from the kitchen, I got up to inform her. She said the bartender would take care of it, and he just passed me another glass so I could pour the wine into the third glass. Indifferent, slightly bothered is how I'd describe their attitudes.

We asked for the food menu. We had to remind the waitress once or twice, and 30 minutes later we got a menu. I later ordered a cocktail which took at least 40 minutes to be brought to me. The waitress sitting talking to guests for 5-10 minutes at one point (while it looked like my cocktail was sitting at the bar) was one detail that likely added to the delay.

The way the kids are permitted by the hotel to do whatever they want at the pool and the horrible service caused us to not even return to the pool on day 2.

Brunch @ Land Race

I enjoyed the pancakes very much. My girlfriend ordered avocado toast. Unfortunately, the kitchen line manager let the plate come to our table with some type of egg on top that was clearly not poached (as the menu indicated it would be). It simply should have been remade before it left the kitchen. The line manager and the waiter didn't think it mattered sending it to our table. Service was poor here as well. The waiter didn't know the answer to two simple questions about the menu, and each time he had to dart off to ask his colleagues in the kitchen. Not a huge issue, but it would have been nice for him to bring us coffee so that we can begin to enjoy a beverage while he goes off to learn on our time. He spilled coffee on the table and the chair...luckily it was about 9 inches from my girlfriend's leg where it hit so she did not get burned or stained.

Check-Out

The attendant at the front desk was attentive, and listened with interest when we told her some of our pool experiences. We appreciated her service.

Again, beautiful property. Unfortunately, at the price point compared to the service we received (from what appeared to be due to a lack of proper training...

This is going to be a long review but overall I just can’t recommend this property. Yes it’s nice and shiny, but as my grandmother said not everything that shines is gold. Think of this hotel more as a Hyatt Place with nice rooms and you’ll leave satisfied. If you’re hoping for a 5 star experience like this hotel claims to be you’ll be very disappointed.

Everything in the hotel is very beautiful and elegant but there is simply no customer service here and instead a hundred hidden fees and misc charges. You’ll be nickeled and dimed for absolutely everything

I booked this hotel through the Amex Fine hotel and resort collection or fhr for short.

I came here with my girlfriend for a one night staycation and left my car with the valet. It was 52 dollars and crazy expensive but for the convenience I was happy to pay.

We arrived at 11pm and could not get room service since it closed at 9pm. I was pretty surprised by this considering it’s a 5 star hotel. Instead we Ubered some food instead of ordering front he hotel restaurant as other reviews stated being charged over 20% for food delivery.

We got breakfast in the morning at the Landrace restaurant. The food was okay however both the service as well as the plates and presentation of the food was more of what you’d expect at ihop rather than the restaurant of a 5 star hotel.

What really ruined this whole experience for us was the spa. We went to the spa for a couples massage. This was 400 dollars but I thought that since it was a special occasion it was worth it. The spa here is very tiny and my girlfriend let me know that it’s usually never like that at all the other hotels we’ve stayed at. There were only two amenities (a dry sauna and a wet sauna) as well as a relaxation room. The relaxion room was very small only being able to occupy 6 people, so as soon as a other couple came we began to feel very cramped. We got the massage and it felt okay, but nothing crazy amazing that would make me feel like a new person. When I booked the package it said we would be able to relax with a bottle of champagne and macarons afterwards but instead got water in plastic cups. I asked the receptionist about it and she gave us some Prosecco along with 2 small pieces of dark chocolate.

What really made me feel upset is the service charge that they charge in the spa. It’s 20% which is not listed anywhere on the website. Supposedly they send out a email that states this upon booking, but I only received a email that stated the charges and cancellation policies. I showed this all to both the hotel staff and spa staff but was told that unfortunately the service charge is mandatory. I don’t have any problem with fees for a luxury service, but it shouldn’t be a surprise once I’m paying. If not listed on the website it should at least be in the booking email. I was told (very rudely) by spa staff that it is emailed, but I did not get any of that emailed to me.

As other reviews on here have said. This hotel looks very nice, has a ton of beautiful art everywhere and is in a great location. However, the staff is no where near trained enough to work at a 5 star property, and the amenities as well as the services simply do not match the beauty of this hotel.

If you are booking this through fhr please do yourself a favor and stay somewhere else. This hotel and spa not only make Thompson look bad, but also do a disservice to the Amex and fhr brands and I really hope that they are removed from the fine hotels and...