If it weren't for the customer service and attentiveness of the La Cantera staff, my review would be much lower.
I'll get the Cons out of the way first:
-The walls in our room were filthy. There were huge black scratch marks all over 2 walls, as if something rubber had been dragged across the wall. Smaller scratches and dents in walls and on the furniture. I suggest get a little touch-up paint and a sponge with water and soap--it wouldn't take long to repair.
-There were dirty/greasy handprints on furniture and on the door. Again, soap and water would do wonders.
-The lampshades were askew and the mattress was crooked and didn't line up with the headboard. We couldn't believe the shape that the room was in when we walked in.
-There was no shampoo in the bathroom.
-There were no robes in the room.
-Our room wasn't ready when we got there (not a big deal), but were told that we would have a room on the 7th Floor overlooking the golf course, which I later found out was the Hacienda Club Floor. When we were able to get to our room, it was NOT on the Club Floor and it only had a view of the side of the building and the concrete below.
-We were told that our luggage would be in the room when we checked in, however it wasn't and was nowhere to be found for about an hour.
-The "spa" desperately needs updating. Old, dated interior and nowhere close to a spa experience when inside. Dark, depressing, outdated.
-The restaurant, Brannon's Cafe, could use a little more TLC when cleaning. The chairs had crumbs in the creases, lots of handprints on the glass, etc.
-Everyone on the staff went out of their way to provide an incredible customer experience. Whoever hires and trains their staff needs a raise. We did not encounter one person that wasn't genuinely helpful and courteous. Every person we dealt with about the problems with the room and luggage seemed to genuinely be sorry that our experience had started out poorly.
-When I went down to talk about the room mix-up, we were moved to another room with a nicer view. It still was not on the Club Floor nor did it have a king size bed (the resort was full), but at least we could see the golf course in the distance.
-Because of the problems with the room and luggage, we were given Hacienda Club Floor access (even though we weren't actually on the floor).
-Joyce was incredible. When she heard everything we'd been through, she arranged for us to have a credit at the spa, which we were not expecting and was much appreciated.
-We had a couples massage and it was honestly one of the best massages either of us had ever had.
All in all, we had a great weekend because of the staff and how they went out of their way to make our stay pleasant. However, the resort desperately needs a facelift. It looks very very tired. It essentially has been beatdown from all of the kids. The kids have definitely won the battle and it shows. This was a romantic weekend getaway for us and we had hoped that it would feel more like a Four Diamond Resort and less like a kid-friendly hotel. If you're planning a trip with young children and don't really care about it being a nice getaway for the two of you, then it probably wouldn't be too bad. I definitely think this is a place for families with very young children (under 7). To be honest, we have stayed at the Hyatt Hill Country a few times and I believe they do a better job of balancing the adult, romantic aspect and the kid-centric aspect.
We are headed back to San Antonio this coming weekend and again for Labor Day. We were planning to stay at La Cantera, but decided to try the JW Marriott instead. For the cost of the room, resort fee, cost of meals/drinks, La Cantera is just not worth it. It's too much to pay for the quality of the hotel.
- Official Description (provided by the hotel):
- La Cantera Hill Country Resort is a distinctive retreat for business and leisure travelers alike atop one of the highest points in all of San Antonio. We're the ultimate blend of recreation and luxury. ... more less
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- Also Known As:
- Westin La Cantera Hotel San Antonio
- Westin Cantera Hotel
- La Cantera San Antonio
- Westin La Cantera Resort
- Westin San Antonio
- San Antonio Westin
- The Westin La Cantera Resort San Antonio