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“Horrible customer service!”

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The San Luis Resort
Ranked #7 of 51 Hotels in Galveston
Certificate of Excellence
Houston, Texas
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“Horrible customer service!”
Reviewed January 23, 2013

This hotel is extremely over-rated! Lights were missing bulbs, it was extremely noisy, the customer service, especially billing is HORRIBLE! We were given the runaround and our credit card charged for services we didn't incur and ultimately we had to dispute with the credit card company because the folks there couldn't get their act together to get it resolved!

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank JB7747
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, February 4, 2013
Thank you for taking time to leave feedback about your stay. I apologize for the accounting errors that were made to your account and would be glad to look into the charges for you. If I can assist, please email me at ehimes@ldry.com

Regards,
Elizabeth Himes
Brand Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (585)
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English first
Houston, Texas
Level 3 Contributor
21 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed January 23, 2013

If you're looking to just get out of the city for a little while this place is perfect and relaxing! The beach is right across the street, the pool and slide are great. The only bad part is the kids club is next door at the Holiday Inn instead of part of the resort and there's not enough separation between the swim up bar and where kids are suppose to be. But overall that they had activities for the kids and we loved the pool area.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ctanya
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, January 25, 2013
We're so glad you enjoyed your stay with us. Spring break is just around the corner and we look forward to having you back soon.

Regards,
Elizabeth Himes
Brand Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Level 6 Contributor
565 reviews
67 hotel reviews
common_n_hotel_reviews_1bd8 363 helpful votes
Reviewed January 21, 2013

My wife and I hard the opportunity to spend last weekend again at The San Luis Resort. This place is absolutely our favorite place to stay in Galveston and honestly one of our favorites anywhere. The resort isn't only beautiful and miraculously maintained but in my opinion it has a great staff. If you have read any of my reviews you know that "service" is my main consideration in both hotels and restaurants.
We have gone enough to be graciously upgraded to their VIP status and upon arrival the front of house Director Quinn Bussey saw us as soon as we walked through the door, he greeted us by name with a great handshake and a smile. He already had our keys to our room in his hands! Now that's what I call service! We briefly shared pleasantries and even though we hadn't been to the San Luis since last May he still remembered so much about us that he surely made us feel special. He briefly introduced us to his desk staff (some of which we knew from last time) and ask what we needed to make our stay a wonderful experience. I had actually forgotten to make dinner reservations and he quickly made a call and BAM we had a spot at the steak house on the property. The long time hotel concierge Tommy came over and said hello and even gave my wife a big hug. Tommy is a well polished gentleman that knows Galveston like the back of his hand...even though we didn't use his services on this visit he certainly was there willing to help with our desires
We made our way up to our room..we were pleasantly surprised on how beautiful the room looked...they have been undergoing a face lift on the property and I must say I certainly approved. Gone was the light carpeting, "seascape" prints on the walls and the antiquated bed coverings and window appointments. They now have a widely striped carpet with matching upholstery in deep rich browns and Earth tones. The old paintings were replaced by lovely contemporary pieces done in the same colors as the accessories in the room. The bathroom had a nice double sink with a vanity. The old tub and shower curtains were replaced by a deep whirlpool tub and glass door...all very nice.
Later that night we had a great dinner at The Steak House inside the resort (see my separate review) then a little dancing to the Jazz singer in the lounge. We strolled out to H2O by the pool and it had a nice vibe going on with a very modern music playing in the background. Even though it was fairly cold outside there were plenty of fire pits and propane heaters to keep the guests warm...they even were giving out blankets if you wanted one.
The next day we asked Quinn if he could procure us one of the special reserved outdoor beds by the pool. He called Simon Randolph (who is charge of that sort of thing) and 5 minutes later we received a call that we were set up.
Once down to the beautiful heated pool we were immediately greeted by our waitress to take our order. Both Quinn and Simon came by a couple of times to check on us and see if all of our needs were met... needless to say they certainly were, We stayed there most of the afternoon and into the early evening. Its truly an outstanding pool and set up that they have...we didn't want to leave.
We slept in a little late the next morning and checked out online...it was a breeze. We made sure to make a quick run down to the lobby to say our goodbyes and thank yous to all the wonderful San Luis staff. Thanks again guys for a great weekend.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Montecore1
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, January 25, 2013
We're so pleased to have you return again and again to stay with us! Thank you for your continued patronage and we look forward to having you stay with us again soon.

Regards,
Elizabeth Himes
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Buffalo, Texas
Level 5 Contributor
53 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed January 20, 2013

After years of traveling to Galveston and passing over the San Luis as a place to stay, I gave it a try about three years ago while attending a conference. Oh, what I had been missing! The hotel itself is just beautiful, but aside from that, it is clean, has very friendly and helpful staff, is a very short walk to the convention center, ALL rooms overlook the beach, ample and FREE parking, and the pool with the outdoor H2O bar is something you won't want to miss! A very entertaining parrot-type bird (can't remember exactly what kind!) resides in the lobby area and is fun to watch. Food and drinks are excellent - a bit pricey, but they have great specials you can watch for and there are many other food choices within easy walking distance, including I-Hop and Rainforest right next door. Ever since I "discovered" the San Luis, It has been my first choice on every business or pleasure trip to the Galveston area. I strayed away one time last summer to stay at a historical hotel that was nice but just didn't measure up, so back to the San Luis I ran! My trip during the holiday season was last-minute because the San Luis posted a special on their Facebook page that I couldn't pass up! I'm so glad I went because the holiday decorations were breath-taking! Don't miss it!

  • Stayed December 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank danajo05
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, January 21, 2013
We're so glad to have you return time after time, and we look forward to having you stay with us many more times! Phydias, our resident Macaw, is quite entertaining- the next time you stay with us as a Bellman to treat him to a peanut- he just loves those treats! Thank you for continuing to stay with us and we can't wait until you're back in Galveston.

Regards,
Elizabeth Himes
Brand Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas
Level 5 Contributor
34 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed January 17, 2013

The San Luis has been the crown jewel of Galveston. I still wouldn't stay anywhere else because of the view, but it's not what it used to be a decade ago. The price is very reasonable for what you get. The lobby is a little tired and in need of an update, but it's still elegant. The regular rooms were comfortable, nothing spectacular. But it worked just fine for us. Their beds no longer compare to the Hyatt/Hilton chains who have the heavenly beds with pillowtops, down duvets, etc. But they were above average. They have robes which is still a luxurious touch! We did stop on a Club Floor and it looked much more like what I would have preferred - remodeled, more luxe. So, we'll try that next time.

The pool area can't be beat. The outdoor fireplace and couches was the hotspot every night! They even provided blankets. We ended our nights there, and it was a great conversation spot! Even in the winter, people were using the hot tub and pool, having a great time. And the oceanfront view of the gulf from the Luis can't be beat.

The Luis will continue to be our hotel of choice. The view is incredible. It's a step up from the average hotel chain and a good value. If you're wanting the luxe from previous years, get a club room.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank 2stonesthrow
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, January 21, 2013
The "crown jewel"- we love hearing that!! You'll be pleased to know that many of our public areas are slated for updating in the coming months. We've been working hard on updating our 40,000 square foot conference center and many of our Guest rooms and Guest room bathrooms recently. Thanks for your rave reviews and we hope you'll come back soon.

Regards,
Elizabeth Himes
Brand Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 5 Contributor
90 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed January 17, 2013 via mobile

After making reservations well in advance and even getting a confirmation call 2 hours before arrival, when me and my bride showed up they had over booked. The desk attendant didn't inform us of what was going on just told us that we were being moved to the Hampton.... It was like making a reservation at a steak house and being told to eat at McDonalds. I called the next day furious at the move and was promised a free night at the San Luis, almost two months later nothing has showed up. I gave them a chance to make things right and they have failed. Do not waist your time with this place, I suggest the Galvez or anywhere else. Hell the Comodore wouldn't mess up that badly........

Stayed November 2012
Helpful?
4 Thank prleone
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, January 29, 2013
We appreciate you taking time to leave feedback about your stay and do apologize for the confusion you experienced. If you'll email me your first and last name to ehimes@ldry.com I'm glad to further look into your experience and will follow up on the complimentary night we promised you. Again, we certainly do apologize and I look forward to the opportunity to correct your situation.

Regards,
Elizabeth Himes
Brand Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wilcox, Saskatchewan
Level 2 Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 16, 2013

Every moment was fabulous. Wonderful room, outstanding view of gulf. Valet staff-so polite, check-in - wonderful. Exceptional service - friendly, fun and VERY motivated to ensure best stay. Staff in the outside bar - shared knowledge of Island with comfort of heaters and great drinks. Cafe-exceptional food and when minor (very minor) concern expressed on temperature of side vegetable,we were surprised to receive treat in our room later - THANK YOU so much Elizabeth Hamric - you and your team are outstanding. We didn't eat at Stakehouse, so many options in Galveston, maybe next visit, which will not be too far away (even though we are coming from far away Saskatchewan, Canada).

Stayed January 2013, traveled as a couple
Helpful?
Thank SunQyear
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, January 21, 2013
We love hearing you are already planning your next visit with us! Thank you for the feedback about the excellent service you received from Elizabeth in The Cafe. We will certainly pass that along to her. We look forward to seeing you again soon!

Regards,
Elizabeth Himes
Brand Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The San Luis Resort

Property: The San Luis Resort
Address: 5222 Seawall Boulevard, Galveston, Galveston Island, TX 77551-4003
Phone Number:
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 On the Beach Hotel in Galveston
#3 Top resorts Hotel in Galveston
#3 Spa Hotel in Galveston
#4 Business Hotel in Galveston
#4 Luxury Hotel in Galveston
#6 Romantic Hotel in Galveston
#10 Family 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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