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“Beautiful resort- No Customer service” 3 of 5 stars
Review of The San Luis Resort

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The San Luis Resort
4.0 of 5 Resort   |   5222 Seawall Boulevard, Galveston, Galveston Island, TX 77551   |  
Hotel amenities
Ranked #14 of 49 Hotels in Galveston
Greenwood Village, Colorado
Top Contributor
113 reviews 113 reviews
31 hotel reviews
Reviews in 46 cities Reviews in 46 cities
60 helpful votes 60 helpful votes
“Beautiful resort- No Customer service”
3 of 5 stars Reviewed July 19, 2013

They have a beautiful resort building. The pool is great, with a view overlooking the beach. The balcony is very nice. I think that every room has a balcony. The pool staff is all over you just like on a cruise ship, so if you like to drink, they will make sure you are never without one. Drinks are expensive, as you would expect.
But, the management is horrible to work with. They agreed on one price, as we were walk-ins, but when our bill appeared under the door, it was a totally different higher price. It took threats of calling our credit card company to put a hold on the bill to get them to make it right, which they finally did. It took hours to get them to make it right.
When we checked in, they said that they had roll away beds, but when they brought it to our room the first night, they brought a blow up mattress, which leaked out the air overnight. The next day, after promising to bring the roll away bed, they then said that they had none. We would not even have checked in if we had known that. For $200 a night, we do not expect an air mattress. Every time we called about this issue, they were rude. They lied.
When we checked in, the bath tub had not been cleaned. It was full of sand and hair. When we moved the chair in the room, there were gum wrappers under it. They room was not cleaned well. We would see Kleenex's and dirty dishes from room service sitting in the hall for multiple days. Come on now. You get the drift. We generally stay in Marriott's, and they have a standard. If you decide to stay in this resort, be ready to pay, and ready to argue. You are on your own. Again, they have a beautiful facility, and if someone like Marriott ran it, I would say go for it. It is the nicest place on the beach. But from there on, it was nothing but trouble to us.

Room Tip: Higher floors have a prettier view. Middle of the building is also better.
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  • Stayed July 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 29, 2013
Thank you for the comments about our resort and location to the beach! We do apologize for the lack of cleanliness you express, and welcome the opportunity to speak with you- if you will email ehimes@ldry.com. Thank you for staying with us while in Galveston.
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1,008 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (309)
Date | Rating
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  • French first
  • Portuguese first
  • Spanish first
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English first
Houston
Top Contributor
60 reviews 60 reviews
11 hotel reviews
Reviews in 16 cities Reviews in 16 cities
49 helpful votes 49 helpful votes
5 of 5 stars Reviewed July 19, 2013

I have been familiar with this property since it was under construction, have stayed many times and have never been disappointed. Restaurants and spa are world class and the pool is the best on the island. Service is always warm and attentive. From a balcony it is entertaining to watch the seawall cruisers go by, and the beach umbrellas/chairs are relaxing. Fun in summer, the San Luis is also a great winter destination, first class service and amenities.

Room Tip: The higher the floor, the better the view and quieter the room is. Lower floor rooms are better able...
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  • Stayed July 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 29, 2013
Thanks for always choosing to stay with us! We love to hear when past guests return again and again. We hope you'll return soon!
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Houston-Tx
Top Contributor
158 reviews 158 reviews
55 hotel reviews
Reviews in 67 cities Reviews in 67 cities
119 helpful votes 119 helpful votes
5 of 5 stars Reviewed July 18, 2013

San Luis Resort is an excellent resort, with nice restaurant (steak house five stars, and Grotto, plus excellent bar. The beach is nice to view from the room (180 degrees view). Weekend is so crowded but during the week is better.We spent two nights and enjoyed the area restaurant.

  • Stayed July 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 29, 2013
We love hearing when our guests enjoy their time with us! Thanks for staying with us and we look forward to welcoming you back soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Saudi Arabia
Senior Contributor
22 reviews 22 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
13 helpful votes 13 helpful votes
3 of 5 stars Reviewed July 18, 2013

We stayed here in June and were persuaded to stay on the 10th floor being a mature couple. Very impressive from the outside and a great view from the balcony. Felt a little let down by the room though - comfortable but 'worn' and no fridge??? Although the reception staff were friendly and professional our complementary glasses of champagne were forgotten about - we had to ask and there was only half a bottle waiting in the room. The extra 'perks' were small packets of M&M's, fresh fruit and morning coffee in the communal area by the elevators .......although there were some on check in these had still not been replenished when we checked out he following day. Service at the pool was excellent although plenty of people in the pool even late at night!!! which gave for a nice party atmosphere. Extremely crowded in the day. Breakfast was a disappointment - the hot food looked as though it had been sitting on the heat trays for a while and was greasy and unappetising, there was a nice range of fresh fruit and breads. Although the staff and particularly the car valets were very helpful and friendly I probably would not return and I didnt think it represented value for money.

Room Tip: Great views from the upper floors although too humid to spend much time on the balcony....
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  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 29, 2013
Thanks for leaving comments about your recent stay with us on Club Ten. We're glad you enjoyed the complementary Champagne at check-in as well as in-room. The in-room Champagne is a small bottle, but an added amenity nonetheless. Thanks for choosing Galveston and we hope you'll return and stay with us again soon.
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Houston, Texas
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 17, 2013

Spent a night and a full day. The day started out rainy but ended up just beautiful. We had a cabana which was amazing and made our time at the gorgeous pool so much better. Our servers name was Margaret. She was so sweet, and polite. Stayed very professional but at the same time was a lot of fun and really added to our environment. Wonderful server. She had to check out at one point so then one of the pool boys name Augustine helped us out while she was gone. He was fabulous as well. He exchanged all of outset towels for fresh dry new ones, cleaned up all of our trash. FOLDED our clothes for us. The customer service was just excellent and I will 100% be back many times!!!

  • Stayed July 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 29, 2013
Thanks for your feedback and the positive comments about Margaret & Augustine! We hope you'll return again soon- we have a cabana waiting for you!
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san franciwco ca
Senior Contributor
34 reviews 34 reviews
28 hotel reviews
Reviews in 29 cities Reviews in 29 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed July 15, 2013

The service was impeccable and the food excellent. Really, a top flight experience. I was not staying at the hotel, but ate there. The wine by the glass was a very generous pour, too. The fish and the steaks were excellent. Coming from San Francisco I expected the best and I got it. The hotel has a pool bar that poured a superb martini, so large that I took an hour to down it. Then to the Steakhouse. Very, very fine.

Room Tip: Great location right on the ocean.
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  • Stayed July 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 17, 2013
Thank you for dining with us- all the way from San Francisco! Next time you're in town, we'll look forward to welcoming you back.
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Fort Worth, Texas
Reviewer
5 reviews 5 reviews
Reviews in 2 cities Reviews in 2 cities
19 helpful votes 19 helpful votes
1 of 5 stars Reviewed July 15, 2013

Pool was super crowded with drunk people acting like idiots. Not suitable for kids, pool water was warm and empty drink glasses lined the pool area. We stayed on the 11th floor with ocean view and notice food crumbs in the room, mold all over ac vents, holes in walls and stains on carpets. The room was outdated, bath drain was broken and wires sticking out of the walls. We were scheduled to stay for 4 days but checked out at 2am that night and headed to Destin, Fl instead. Not impressed at all! This was not even close to being a "resort"

  • Stayed June 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SanLuisGM, Manager at The San Luis Resort, responded to this review, July 17, 2013
We appreciate your feedback and apologize your stay was not as you expected. During the summer, our pool and entire resort are typically at full occupancy as our guests enjoy our proximity to the beach and the Galveston sunshine. We do pride ourselves on cleanliness and our high service standards and do apologize you did not experience this during your visit.
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Additional Information about The San Luis Resort

Address: 5222 Seawall Boulevard, Galveston, Galveston Island, TX 77551
Location: United States > Texas > Texas Gulf Coast > Galveston Island > Galveston
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Galveston
#4 Luxury Hotel in Galveston
#8 On the Beach Hotel in Galveston
#9 Romantic Hotel in Galveston
#9 Business Hotel in Galveston
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The San Luis Resort 4*
Number of rooms: 250
Official Description (provided by the hotel):
The San Luis Resort, Spa & Conference Center is one of the Gulf Coast's finest beachfront properties offering a variety of luxury options. From Spa San Luis and the heated pool to its 40,000 sq. Ft. IACC conference center and magnificent gulf views, it's an ideal destination for vacationers, business travel and corporate meetings. Our AAA Four Diamond rated resort offers the finest in award-winning dining, overnight accommodations and first-class personalized and professional service. ... more   less 
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Also Known As:
The San Luis Hotel Galveston
San Luis Resort Galveston Texas
San Luis Hotel Galveston
San Louis Hotel Galveston

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