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“Worst Customer Service I Have Ever Experienced” 1 of 5 stars
Review of Embassy Suites Riverwalk

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Embassy Suites Riverwalk
3.5 of 5 Hotel   |   125 E. Houston St., San Antonio, TX 78205 (East Side)   |  
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Ranked #22 of 352 Hotels in San Antonio
San Antonio, Texas
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
“Worst Customer Service I Have Ever Experienced”
1 of 5 stars Reviewed March 31, 2014

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

  • Stayed March 2014, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 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.
Joe M, General Manager at Embassy Suites Riverwalk, responded to this review, April 11, 2014
Thank you for taking the time to share feedback regarding your recent stay experience at the hotel. We greatly apologize for the unnecessary frustrations you experienced. It is never our intention to cause our guests such unnecessary stress and inconvenience such as the conditions you described in your review. Our goal is to meet and exceed every guests' expectations and we are terribly sorry we failed to do so on your visit. A member of our team will be reaching out to you to discuss the challenges that you encountered during your stay.

Joe Melton
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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940 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (240)
Date | Rating
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English first
Houston, United States
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 28, 2014

We stayed here after reading reviews on TripAdvisor and I am glad we did. Hotel is located slightly away from the hustle of the main River-Center mall but still connected to Riverwalk and lots of restaurants on Houston street. Lobby is decorated very nicely and rooms are clean. We had a 2 bedroom/2 bathroom suite for our family facing the riverwalk and pool view. Evening cocktail reception is ok but breakfast is one of the best part of the stay. Tons of choices from cold to hot. Since you are staying in Downtown so parking is always a problem. I would recommend valet your vehicle for $27 + tax with in and out privileges or park right across at public lot for $20/ day. Overall I highly recommend this hotel as Its fairly new built in 2008 with modern amenities.

  • Stayed March 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Embassy Suites Hotels

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, United States
1 review
5 of 5 stars Reviewed March 28, 2014

This is one awesome hotel!! The staff is warm and friendly and the service is outstanding. The breakfast and manager's reception were amazing...no lines, plenty of table and staff eager to help. Rooms were perfect. Highly recommend this hotel. Walking distance to Alamo, Riverwalk and other major sites.

  • Stayed March 2014, traveled as a couple
    • 5 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

Review collected in partnership with Embassy Suites Hotels

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delmar, United States
1 review
5 of 5 stars Reviewed March 28, 2014

I have stayed at this hotel on the Riverwalk in San Antonio for the past 3 years, usually more than 150 nights per year. Staff is great and facitlites are wonderful. Great breakfast and managers reception. Quiet area and being right on the Riverwalk, close to most major attractions in San Antonio.

  • Stayed March 2014, traveled on business
    • 5 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

Review collected in partnership with Embassy Suites Hotels

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Houston
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 27, 2014

We love going to San Antonio and our favorite/only place to stay is The Embassy Suites. They have a complimentary breakfast buffet and afternoon drinks and snacks. The rooms all have a separate suite with a frig/microwave, sofa, chairs, desk and TV. It lets you relax before hitting the Riverwalk, Market, or sports event. Can't go wrong.

  • Stayed March 2014, traveled with family
    • 5 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

Review collected in partnership with Embassy Suites Hotels

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pittsburgh, PA
Senior Contributor
37 reviews 37 reviews
15 hotel reviews
Reviews in 24 cities Reviews in 24 cities
27 helpful votes 27 helpful votes
5 of 5 stars Reviewed March 27, 2014

Hotel is located within a short walk to the riverwalk, bars & restaurants. We stayed for three nights and our room was cleaned, towels & supplies refreshed daily. The breakfast buffet provided many options, including made to order omelets, many hot & cold items. The nightly happy hour's options were limited to cheese & crackers, tortilla chips & salsa and fruit & vegetables. Beer, wine, margaritas as well as mixed drinks were also offered. The lobby is large and welcoming. Enjoy staying at Embassy properties because of their reasonable prices and full breakfast buffet provided. Would stay at this location again.

  • Stayed March 2014, 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.
Chicago, Illinois
Top Contributor
50 reviews 50 reviews
7 hotel reviews
Reviews in 20 cities Reviews in 20 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed March 26, 2014

Rooms were a little dated looking but clean. But don't expect it to stay clean. We received housekeeping the first day but never again for 3 additional days. We had to call for towels. ran out of toilet paper and facial tissues. Bathtub slow draining while taking showers. By time your shower is done, you are standing in dirty water above your ankles. After the fourth day tub was totally clogged and would not drain at all.....so gross. Front desk staff not very personable nor friendly. Breakfast and happy hour was good. Breakfast first day ordered omelet and it was perfect, but each day there after was horrible and not what I ordered. Catherine in eating area was excellent and so friendly and helpful. Great location.

  • Stayed March 2014, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Embassy Suites Riverwalk

Address: 125 E. Houston St., San Antonio, TX 78205
Phone Number:
Location: United States > Texas > San Antonio > East Side
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Romantic Hotel in San Antonio
#17 Family Hotel in San Antonio
#21 Business Hotel in San Antonio
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Embassy Suites Riverwalk 3.5*
Number of rooms: 285
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

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