My husband and I live in San Antonio and try to stay on the riverwalk a few times a year. We made reservations for a suite with a river view, opted for a room on a higher floor and also chose the romance package which would include champagne and chocolate covered strawberries. We check in Sunday afternoon. We got to our room that was not even in the top eight floors and the view was of nothing but rusted buildings. I could see a small part of the riverwalk if I leaned over the balcony and looked off to the left. We called the front desk and they said that was their river view and were really quite rude about it. We looked around for the champagne and strawberries but they were nowhere to be found. Called the front desk again, same rude lady said we had to call and request them so we did. We waited an hour but they never came so we went out for a while. Came back a few hours later and the champagne was there but no strawberries. Called front desk again, rude lady asked if we looked in the refrigerator, of course we did. She said they would send them up. Waited another hour, still no strawberries. Went down to front desk and they said it would be a while because they had to make them. We went out for the night and came back around midnight and guess what? No strawberries. Front desk said they were sorry and would adjust the rate to $160. That was the first apology we got and we appreciated it. Next morning we went to check out and we had a room service charge for $36! We asked if that was for the romance package and they said it was not, it was for actual room service. We didn't order room service. They made some calls and went down to look through the receipts and of course were unable to find one for us. He ultimately took it off. I have worked for a hotel for several years and have always prided myself on customer service and am really surprised at the lack thereof at this Embassy Suites. I have never had a bad experience at any Embassy Suites until now. We will never stay here again
- Official Description (provided by the hotel):
- The Embassy Suites San Antonio Riverwalk – Downtown hotel is set on the banks of the San Antonio River in the vibrant heart of San Antonio, Texas. Grab a bargain at the Mexican Market or discover the rides and attractions of Six Flags® Fiesta Texas or SeaWorld® San Antonio. All guest suites at this beautiful San Antonio Riverwalk hotel offer more space and flexibility, with separate sleeping and living areas, and a wide range of thoughtful amenities. Relax with the two flat screen 32-inch TVs, or keep up with work at the flexible work space. ... more less
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- Also Known As:
- Embassy Suites Riverwalk Hotel San Antonio