The Westin Riverwalk, San Antonio

My husband and I stayed here for a long weekend birthday celebration. It's a great location with a beautiful lobby and nice accommodations.
Unfortunately like so many things these days, the service struggled with lack of staff. (That's not Westin's fault. This is a universal problem.)
The valet service for our car was clunky at best. There were lots of other events going on during this weekend and the valet staff could not keep up. We would be waiting 10-30 minutes at a time to get our car. Next time we will park in a local garage ourselves and skip the hassle. That's not to say the crew was lackadaisical or careless. They were not. They did the best they could with the staff they had, and they were hustling! They just needed help.
Our room was ready when we arrived. Because it was a special weekend my husband booked a suite on a high floor. As we checked in, the lady at the front desk said "oh, this room is nice but it's near the elevator. Let me find you a better room."
We insisted that we wanted a high floor with a balcony overlooking the riverwalk. She suggested we sit at the bar and she would call us when our room is ready.
TWO HOURS later, tired and needing a shower before our dinner reservations, we went back to the front desk. The young man (different person than before) didn't know why we were waiting. I explained the situation (again) and he got busy working on finding us a room. Evidently the cleaning staff didn't have any rooms ready even though it was already after 5pm. Very unusual.
It took another half hour to finally get a room. It was a low floor and a corner suite. It was fine, but it was not what we paid for and it was hours after check-in time.

The only other hiccup was the in-room safe didn't work, as if the batteries were dead or something. Still, Westin's bedding and toiletries can't be beat. We had a bathrobe (just one) in the room. And we had a nice view of the riverwalk.

Otherwise our stay at the Westin was really nice. The bar was good and the craft cocktails were fun. The location is right in the middle of everything, pretty much within walking distance. We also visited other hotels in the area (just peeking in the lobby or dining in their restaurants) and Westin is by far the cleanest and in my opinion the prettiest.

I would recommend this hotel and I'll likely stay here again.

Ended up coming into San Antonio for a work conference and stayed at this hotel. Below are some of my pros & cons for the hotel:

Pros:
- bed was comfy and the room was spacious. Bathroom and shower was spacious as well, water pressure was decent, and most rooms come with a small balcony for you to sit out and enjoy your view.

- the staff at the hotel is AMAZING! Extremely friendly, pays high attention to detail, and flexible when providing service.

- the conference was held in the ballrooms down stairs of the hotel so we didn't have to go far to attend sessions. There are also other hotels nearby in case this one sales out, so others are able to walk over as well.

- the food in the hotel is great as well! Especially if you are having your conference here. Depending on the menu you choose, they will lay out full 3 course meals and snacks that your attendees/guest will rave about.

- the location is EVERYTHING! Literally you're right in the middle of downtown off the river walk so everything is in walking distance. There are restaurants, malls, stores, and bars near by (some 24th) so everything you need is here or a short Uber ride away.

Cons:
- the biggest con of all is the cleanliness of the room. At first glance my room seemed clean but at a closer look I could tell that my shower wasn't cleaned well and there was hair in my bed from a previous guest. Given the level of service the staff has shown, I'm sure they will quickly address those things if you experience them here, but it's just something to keep in mind.

- the hotel seemed as bit dated, as the walls are extremely thin, you can here anything happening outside your door, and there can be some issues with the AC units. But even given that, staff is quick to responding to these needs should they come up.

Overall, aside from the cleanliness and the occasional maintenance issues, I really enjoyed my stay here a lot. I am giving the hotel a 3 because I know cleanliness is a major factor when considering a hotel and the level of comfort can range for people when it comes to cleanliness. Yet even with these potential concerns I still think this hotel would be a great stay for a conference or for a regular visit.

Wouldn't stay here again. You can hear your neighbors in the room(s) beside you. However if you call the front desk security does come quickly to tell your neighbors to keep it down after midnight.

The first room we got didn't have a working TV or phone. We went down to the front desk and they got the maintenance ppl to fix the TV so it would work but no luck with the phone.

We were up until after midnight due to our nosey neighbor and then up again at 8am because they don't know how to to keep their voices down. We asked to change rooms and they switched us later that afternoon. The room they put us into had a huge whole on the comforter. I feel like this hotel is starting to get run down and they aren't investing in the property. With sold out at full occupancy they should be using some of the profit to repair the damages on site. (Elevator needs and interior make over, comforter need to be replaced or repaired, the handle on our bathroom sink is not right. The toilet only allows large flushes.)

Would rate this hotel as a 3 star. I did enjoy the orange flavoured water they had by the front desk and the location on the river walk was great.

Skip room service and order from a local shop. The tiramisu was terrible and had mold on one of the raspberries and the fruit wasn't fresh. It was more like a thick cake.... The wings were nothing to write home about.

You can tell a lot about a hotel by how they handle when things don't go according to plan. I checked in my room here, and after one night, it was apparent the air wasn't working properly as my room temperature creeped up all night to an uncomfortable point. As I had two more nights to go, I called the front desk and asked for help. Within 15 minutes, someone was there, working on it, and he fixed it so that it was cranking out the cool -- much to my delight! Then, after I was away working at the convention center all day and my room hadn't been cleaned, someone from the front desk made sure someone came up and dealt with it while was at dinner. Nice! I didn't expect that.

The hotel location is great, and I had a nice room overlooking the Riverwalk with a balcony. I always love the Westin beds and bath products.

The hotel restaurant had excellent breakfast service (Jace and Joey were such great servers -- top notch), and Ivonne, I think was her name, and the other host were welcoming and friendly.

Wow...I never thought I'd stay at a Westin and experience the poor room quality experienced here. So disappointing. From the horrible valet wait time upon arrival and the room not being ready, to getting in the room and the smell of dampness and mildew/mold presence and ants and poor view for a Junior Suite (supposedly a higher level room type and I paid for it). Luckily I took pictures of the room condition/missed opportunities (pests; mold and/or mildew; poor view for a Junior Suite). While it was very clean (hats off to the HSKP team) it is in dire need of an update and the damp feel (sticky is how my wife described it) of the carpet was unacceptable. Also, we were told the delay was cleaning of the room but when we got into the room it did not smell fresh at all. It smelled of dampness.

After I replied to the Marriott Medallia survey, I received a canned response from Paul Ballon/Director of Rooms Operations. Just your basic "We'll use this as training to be better" blah blah blah response. No genuine concern, no empathy, and no offer of recovery. I was not seeking any type of refund but customarily an offer of Bonvoy points would be the minimum for this poor room condition. But Paul dropped the ball and offered nothing in the spirit of hospitality. So disappointed as I worked 20 years in hospitality and this lacking service recovery would have been unacceptable back in the day. Maybe these days its ok for a premium brand (Westin is one of Marriott's Premium Brand Hotels) to offer room conditions such as this. Hospitality sure isn't what it used to be. We are so disappointed.

What: queen suite with a city view on the 11th floor. Nice and quiet. Comfortable beds. Bathroom sink was slow to drain but a quick call to the front desk and it was taken care of same day.

Service: room service would come late in the day at first, so sometimes we would miss them and called about it and it was daily after that. Provided water at the front desk if you ask. Ruby Sison at the front desk provided stellar recommendations for dinner at Mi Tierra and the enchiladas verdes were so good that we ate there twice during our visit.

Pool: wish they had a hot tub, but I guess it's too hot here for that? We didn't end up trying the pool.

Breakfast: provided by Zocca downstairs right on the River Walk worked out perfectly.

During my visit for a work conference at San Antonio, I stayed at The Westin Riverwalk, San Antonio. Check-in was a breeze since I used BonVoy Marriot mobile application on my phone. This allowed me to check into the room 24 hours in-advanced. The digital key wasn't working, so I had to go to the front desk as soon as I arrived to get physical keys.

My flight arrived in late, around 12:00 A.M with a 12:30 A.M front-desk registration, with the stay from Sunday - Tuesday morning. The conference areas within the West Riverwalk was great! The rooms were spacious and the service was outstanding! I do wish there was more beverage selections during the conference. The drinks offered were coffee, tea, sodas (Pepsi or Diet Pepsi), and water.

There are a wide range of amenities at The Westin Riverwalk, San Antonio
Pool, including a poolside bar.
Workout facility
Restaurants (Coffee Shop, Zocca Cuisine D'Italia)
Spacious entry seating available to look at the Riverwalk

The room I stayed in was the King Guest room that overlooked the city. There wasn't much views outside the window, but the room was spacious and clean. The bathroom was nice with a bathtub and shower unit. The room did feel a little outdated compared to the bathroom facilities. Some of the furniture had stains on it.

Overall the stay was decent. It's right next to the Riverwalk with access to it on the lowest level for hotel guests. Make sure to bring your room key as you'll need to use it to get back inside the hotel from the Riverwalk entrance. Check-out was seamless since using BonVoy Marriot app. I was able to check-out from the phone. The rooms were slightly expensive compared to other hotels next to the Riverwalk.

Look at all other options before choosing to stay here! It's a beautiful hotel, good location but an ongoing issue with elevators means you won't sleep! We switched room, no better and were told by a manager, "well check Marriott.com then"
Disappointed isn't the word, weekend absolutely ruined.

We had mold growing in the bathroom. The service was terrible. The hotel itself is just dirty. Once you get in the elevator and out of the foyer, it's gross.
Make sure you tell them you want room cleaning because you won't get it if not. We asked the cleaning crew about our rook getting clean, and he said we were not on the list. I'm not sure why. We stayed 2 nights.
We were told several different things by the front desk and then told something entirely different. The whole stay was incredibly disappointing.
You can't sit by the pool past 9:30.
The riverview was pretty.
The valet guys were the nicest people there.
We love a good luxury hotel but this is not a good one. I was sadly disappointed.

I love this place!! My dad lives in SA and I had to bring my pup. These guys were so accommodating to me and my pup. They had treats and poop bags for free at the desk. The room service was excellent. I ordered the gnocchi, spicy wings, water and tea. I am not a foodie and gnocchi is a little outside my food wheel however it was delicious. Now wings, I can eat till I burst and these were all fancy but heck they didn't disappoint!!

The front desk staff!!! The bell folks!!!! . Marriott... give these folks a raise/bonus whatever because above and beyond is everything they are about. I didn't need anything but they asked and opened doors, I even extended my stay!!!

Now, why the 4 star, well the valet service . You know when you park your car and you pay an exorbitant amount to have it brought to you etc. You kinda expect a place like this to have delays. However, be honest and set appropriate expectations on when you will be getting your car. Great app, but it sucks if it's telling you lies about when your car will be ready. I mean I waited 15 minutes to come down and hung out in the lobby for 10 more min. Still no car. I went and asked and they asked my ticket number and said "on way to get it now". After asking a second time my car finally arrived a full hour and 10 min after I sent the original text! I missed dinner with my dad and family!! Come on valet service, you're a third party vendor step up your game!

OF COURSE THE MANAGERS TOOK CARE OF ME but the fact remains this should never ever happen. My dad is 96 years old. He waited. So sad!!