Attended Son's wedding 4, 5 Dec...Beautiful facility considering historic environment...beautifully renovated. Unfortunately staff did not lend themselves to the environment....from the valets to the front desk staff lacked a welcoming personality and my family felt as they were doing us a favor on directing us to the wedding venue. In particular, checked out morning of 5 Dec. Front desk individual appeared bothered that she had to check our billing and when advised about leaking bathtub faucet...replied that it would be checked out whenever time permitted. Disappointed with the manner of her response...no inquiry whether the stay was enjoyable nor was an indication that welcomed a return stay...Employees make a visit most pleasurable. Recommend a refresher on customer service... CMSgt Daniel Garza, USAF (Retired)…
My family stayed at this hotel for a wedding. The room staff and afternoon front desk staff on Dec 4th were WONDERFUL. The Saturday morning crew, not so much. The desk staff in the morning, very rude.
I can not compliment Daniel and Madison enough! My friends wedding venue was cancelled 2 weeks before the wedding date and those two saved the day! They made a beautiful wedding happen in less than 2 weeks. Not only was the ballroom and terrace a gorgeous setting, they made sure to block rooms together so we could celebrate after and not disturb other guests. If you are ever looking for a wedding venue, check them out!! If you're just looking for a weekend getaway, stay there. The hotel is beautiful and full of San Antonio history. Not to mention in the perfect location.
The Sheraton Gunter is AMAZING! I highly recommend staying at this gem of a hotel if you're in the San Antonio area. The Gunter Hotel and Staff never forget they are in the service and hospitality business. This hotel is clean and beautiful. Coffee makers, Starbucks coffee, green tea and complimentary bottled water are available in your room. Complimentary toiletries, clean towels and robes are in your room. This seems like a "duh!", but I stayed at a different hotel yesterday and none of this was provided! The gym on the third floor is wonderful! If you like to work out before retiring to bed you're covered. The pool is clean and sparkling as well. A safe is available in each room for valuables. The bed is comfy and cozy. I haven't a single negative comment about the Sheraton Gunter Hotel. The staff is friendly and helpful. Amazingly patient and kind.…
I stayed at the Gunter Sheraton in January of this year. The room was okay. Unremarkable, but decent enough. The carpet was a bit damp, but I understand it is an old building and was unsurprised by it. I drove to San Antonio from Houston, and parked at the hotel in their valet area in the rear of the building. When I went to leave, I found that the valet had lost my key fob. As the valet team was trying to discern who on their team was last to be in possession of my keys, I was trying to describe the employee to them. We were unable to come to a consensus on who we may be looking for, and I noticed no fewer than three cameras in the valet area. I went inside and asked the front desk staff to connect me with the security department so we could try to find the video footage from when I last valeted the car. This was the first mention made to the hotel staff that a guest’s car keys were misplaced. Andrew arrived shortly after my initial contact with the front desk. I explained that I last valeted my car Friday between 5:20 and 5:45, and that if we could look at the security footage we could surely find the person that may have had an idea where the keys had gone. Andrew obliged and disappeared for a few minutes. He returned to tell me that Enrique, the Head of Security, was the only person with the clearance to look back into a previous days footage. Enrique had the day off, so we would not be able to see the security footage. I did not find this to be an adequate answer. After relaying my dissatisfaction to Andrew, he again disappeared, presumably to contact Enrique. When he returned shortly after, he said, “Unfortunately, those cameras are actually not working right now. We’re working to have them fixed, but right now they’re broken,” He then left me with a feeling that there was nothing that the hotel could or would do. My impression was that this was “not the hotel’s problem.” After pacing the valet area, searching the parking deck, and pacing the lobby area while we waited for valet manager Russ to arrive, I finally approached the front desk again to ask for the card for the General Manager. I was told that since the GM was new, he didn’t have one. I then asked to speak to the manager on duty. She soon arrived and asked how she could help. It seemed that she had only very recently been made aware of my situation. I explained that I was upset that no one seemed concerned that I was effectively stranded in San Antonio with no plan of action in place from any staff member (of the hotel or valet service) to reassure me of a solution. No one had offered to let me back in to my room that I had recently checked out of. No one had offered me a spot in the restaurant or lounge area to comfortably wait for a resolution. I was visibly distressed and had been aimlessly wandering the lobby in front of several staff members, and no one seemed to be particularly concerned. At this point, I insisted that I be comp’ed lunch in the restaurant, as I had been stranded well over an hour at this point. Upon further communication with Russ once he arrived, I knew that we were now waiting for a locksmith to come and program a new key, and that it would likely be within the hour. The manager on duty further communicated with me that the valet charge would be removed from our room bill. Andrew walked through the restaurant as I was leaving, and he did not acknowledge me. Once the locksmith finally arrived, Russ communicated to me that when Enrique was back in office on Monday, he would be able to look into the security footage from Friday and try to find and return to me my original key. I relayed to him my conversation with Andrew, whereupon Russ told me that the cameras were, in fact, operational. He mentioned that “Andrew shouldn’t have said that to you, but he’s new in this manager position,” I emailed the Director of Rooms, since I was unable to communicate with the GM (since he didn’t have an active email address?) and I got a response that amounted to “Oops sorry.” That was it. FAST FORWARD TO AUGUST 2020! Months later, my replacement key fob stops working. In speaking with my car dealership, I am told that I’ll need to have a new factory made key fob and back up key fob programmed for my car. It will cost around $150.00 I call the Gunter Sheraton hotel to try and set up a way for the hotel/valet to reimburse me for this charge. After all, had I never stayed at this hotel, I’d still have my original car key. I leave a message with the front desk, and the agent assures me that someone will contact me to resolve the issue. I don’t hear anything for days, so I call again. Again, I leave this message and am told that someone will contact me. Still, nothing. On Sepetmebr 8, I contact the parent company (Marriott Bon Voy) customer care division. They assure me that they have contacted the hotel on my behalf, and that the hotel will be in touch with me. THE HOTEL HAS STILL NOT BEEN IN TOUCH WITH ME AS OF OCTOBER 5. I reached out to customer care again, saying as much. They have just now emailed me and given me the cell phone number of the valet manager, and are telling me to take it up with them. Over $150.00 Could they possibly care any LESS about their guests? I am flabbergasted. Never again will I spend any of my money at this hotel, or any other Sheraton/Marriott property.…
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