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2,574 - 2,579 of 2,789 reviews
Reviewed May 29, 2011

Overall impression: Lots of smiles & lip service to good customer service, but little to back it up. Too impersonal. Felt like a number and not a guest. Huge premises in the middle of nowhere, but only 40 mins drive to downtown, if you avoid 281 during rush hour when you can add on an extra hour at least. Imposing looking property, well decorated to Texas theme inside. We found it impossible to negotiate room rate and paid (including buffet breakfast) per night $379/339/359 + $25 resort fee & taxes over 12 nights. Resort fee, allowing access to most facilities, is compulsory. It includes one glass of house wine or domestic beer per guest per booking (not per night) in some on site bars. I was surprised to find that access to spa pool is $15 extra for hotel guests per day. The room rate did not include a turn down service. I was advised by housekeeping when I alerted them that they had missed my room that they could add me to their list at an extra cost. I passed. Check-in was slow due to “miscommunication” at booking over balcony size. Staff outwardly very concerned to do all they could to make up for this. This involved offering an upgrade to a full size balcony at $1,000 extra per night. We declined this offer and were shown to our room overlooking a construction site (hotel term “beautification project”). We complained to the bellman and he arranged to move us to a room in another wing of the property away from the noise. From check in to arrival in final room took about I hour. The room was average and not large, the bathroom had a separate shower and tub and was a very good size. The “full” sized balcony was very small with room only for a bistro style table and two chairs. The shower was not especially powerful. Toiletries were provided, but no shower cap until requested. Only one robe made available and had to request one more (no slippers). I was unable to use any internet services since I had no laptop with me. The TV did not offer in room movies and a DVD player was only available by request at $25 rent. None were available when we made our request. The bedside alarm was iPod friendly, but ours could not be hooked up to the mains since the wiring had been taped behind the bed too tightly for the cable to reach. The room had an empty fridge for guest use and coffee/tea maker, though supplies were not refilled automatically. I made the mistake of ordering room service coffee to compensate and paid dearly for it. Note that Starbucks on site closes at 6pm. House keeping in general was adequate, but not good (never dusted for duration of our stay, only occasionally removed dirty glasses) though they were very helpful in cleaning the bathroom after my husband was ill. This brings me onto food. We ate and enjoyed the full buffet breakfast each day. The fresh omelettes varied depending on which cook was on duty. Service was fast and friendly. We had one average evening meal at Cibolo Moon and one room service meal (cold with stale bread rolls) the night before my husband became extremely unwell. Trays from other rooms (of half eaten meals) were slow to be removed from the corridor. The hotel was at full occupancy at the start of the trip (appeared to be mainly conventions) which meant that over the weekend the very large pool area (and breakfast area) was like a zoo – lots and lots of children with no peace even in the adult only area. Pool drinks service was efficient. Around the property mushroom style speakers permanently play pop music. One day we had to suffer the mushroom pop in one ear with alternative music from the reserved cabana area in the other. The only quiet spot seemed to be the tennis courts. We never once saw them in use. Towards the end of the trip the hotel seemed very empty (conference changeover?). At times convention guests had some areas of the property reserved for their use only (eg cabana area of main pool, lawns). There was no adult entertainment available apart from one night when a country duet played in the lobby bar. However, there was one outdoor lawn concert provided for convention guests which hotel guests could not attend, but could not avoid because it was so loud. The pool waitress advised that there was usually entertainment provided in spring break and summer months.The only good service was that provided by the concierges for directions, restaurants and even locating a liquor store that carried a particular brand of spirit. Maps are available of the property walking trails – extensive, well maintained sidewalks. We were made welcome at a fitness class (amazingly included in the resort fee), but as the only male participant my husband felt a little self conscious. Other amenities include gift shop with reasonably priced T- shirts, Texan souvenirs and emergency toiletries etc. The “library” contains books mainly chosen for their appearance on the shelf, but is a cozy spot to relax. We did not use golf or spa services. We valet parked on day one at a cost of $25, but had this removed from our bill since it took 35mins to get the car back the next morning. Self parking was more difficult at weekends, but still plentiful and fine if you don’t mind a short walk uphill back to the hotel. At check-out we were charged for 12 nights of valet parking instead of none. We waited for 30 mins for the bell boy to collect our luggage on departure even though the hotel was quite empty. With our final receipt we were given a voucher offering a room rate of $139 per night if we return. Maybe we should have checked out and checked back in at this more realistic price?

Other information: GPS system could not find hotel, but if you enter Cibolo Canyon Boulevard it will get you close enough. Cibolo Liquor store (at crossway of Bulverde & TPC) sell same cans of beer sold at poolside for a fraction of the price.

Room Tip: check you are not overlooking construction projet
  • Stayed: May 2011, traveled as a couple
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2  Thank Acko22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 22, 2011

We traveled her for a conference with my husband's company. The resort is very comparable to other JW Mariott hotels. The plus side being the water slides, pools, action/lazy river, kids pool... etc. It was a great place to stay with kids! If I was looking for a romantic trip, this would not be it. The staff was friendly and helpful in general and the ladies working at Starbucks were fantastic. The food at Ciablo Moon was fantastic. All the other food was pretty on par with Mariott food, which isn't great. For the price, it was great to just go to Ciablo Moon and split since the portion sizes are huge.

The hotel is quite a trek into San Antonio so if you plan on sightseeing in addition to spending time at the resort, this might not be the best hotel for you. That said, we had no problem spending day on end at the resort water park.

  • Stayed: May 2011, traveled on business
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1  Thank pokegirl2001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 21, 2011

This was our first visit to this hotel and the room was great, it was a 2 room suite and was clean & comfortable. Staff was welcoming and helpfull. It was during a slow time of year and there wasn't many people at the hotel so it seemed peaceful.

  • Stayed: January 2011, traveled with family
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Thank redraider96
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 16, 2011

This greedy hotel takes on too many conferences at the same time and can't house its guests. Currently many guests are being told to leave their rooms today to make good for guests from another conference............and stay miles away but they can't even provide taxis within the hour. The place is a shambles. CONFERENCE BOOKERS AND BUSINESS TRAVELLERS STAY AWAY

  • Stayed: May 2011, traveled on business
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2  Thank NeilSuzanne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 14, 2011

I live in San Antonio. maybe 3 miles away from the resort and wanted to try it out and see what it was like.. i love the starbucks, went there everyday and still go to that one (even tho the prices are more expensive than street starbucks).. the girls there were amazing. i love them all. The associates get starbucks as well but will gladly step out of line for a guest. service, great. but again i live in san antonio and probably wont be back.. and because its kind of secluded, there are alot more bugs there than in my own house.. not like roaches but like spiders and mosquitoes, even saw a snake.. thats texas for you tho..

  • Stayed: February 2011, traveled on business
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Thank kayyyyyyyyla
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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