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“We tried once again, it was not very good”

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JW Marriott San Antonio Hill Country Resort & Spa
Ranked #16 of 354 Hotels in San Antonio
Certificate of Excellence
Houston, Texas
Level Contributor
25 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
“We tried once again, it was not very good”
Reviewed June 30, 2011

Over a year ago, we stayed at this property for Spring Break. The visit was so bad that I wrote a review on Trip Advisor and was done with this property. I should point out that I am a Marriott Gold customer, and have stayed in Marriott properties around the world. This is by the worst hotel stay I have ever had, then and now. The property itself is nice, but the service is so bad, that it ruins the entire stay. The people at the front desk are rude, they were making bad remarks about the guests , and being rude to people as they checked in, or asked questions. The management of the hotel is completely clueless. When you approach one of the "jackets" they are too busy to even talk to a customer. Marriott has a real problem, they don't know how to run such a big resort. They are losing a lot of loyal customers. Heaven forbid, what will happen with the TPC golf tournament comes to this hotel, I suspect a train wreck.

  • Stayed June 2011, traveled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
9 Thank deethebluesman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,342 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (632)
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English first
Houston, Texas
2 reviews
Reviewed June 29, 2011

... could use some improvements. We stayed here 2 nights for my wife's birthday. The resort was HUGE and very nice and new. The food and service was excellent at both Cibolo Moon and 18 Oaks (kudos to John for making my wife's birthday dinner a special occasion).

We were puzzled by a few things, one was the spa pool, it appeared to be very nice and secluded and adults only but it was located right next to the parking lot and the dirveway up to the hotel entrance. I don't know what the architect was thinking on that, maybe it was an afterthought. It would have been a great place to relax except for the sound of cars struggling up the hill about 20 meters away. My suggestion would be to put in a water fall along the fence next to the driveway to drown out the traffic noise.

The place is enormous! That was good when we were there because the hotel seemed to be full but not crowded. I kept expecting to see Danny Torrance cruising down the hallway on his Big Wheel. Overall, this place is like Disneyland but with better food.

  • Stayed June 2011, traveled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank GMonk01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Overland Park, Kansas
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed June 27, 2011

Beautiful facility and great service with exception of the wait staff. Under-staffed at pool, bars and casual dinning venues. We sat on couches next to the sports bar for over two hours with bottles and trash on all of the tables and floor. We were never waited on and self picked up our own drinks at the bar.

Staff mostly young with no apparent supervision. Pool wait staff walking around in pairs talking to one another and never stopping to serve customers. Normally stay at the Hill Country Hyatt and tried the new Marriott this trip.

We will not be back to this Marriott! We have never experienced anything this bad! Holiday Inn Express is better managed than this facility!

  • Stayed June 2011, traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
5 Thank DGraham978
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Texas
Level Contributor
37 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed June 27, 2011

I stayed at this resort 2 nights with my husband and 2 of our friends. Our room was booked using Marriott Rewards points and we stayed in a large suite with 2 rooms, 2 bathrooms, a living and dining area. It was outstanding! Spotlessly clean, wonderful linens and bedding. The entire resort is beautifully landscaped, decorated and kept clean. Staff is everywhere and always willing to help (with a huge smile!).

I would like to add this for any other adults traveling there without children: We stayed during a weekend in the middle of summer, so the resort was slam packed with kiddos and their parents (which we expected). The resort absolutely caters to families with children, there are activities going on for the kids at every hour of the day. The lazy river and water slides are a great attraction for kids. However, if you do not wish to be around kids everywhere you go - then this may not be the place for you. We spent our time at the "Adult Only" pool area. It was nice, but in my opinion, not big enough. If you did not get there early in the day, you would not have a chair at the pool. This would be my only complaint about the resort - a larger adult only area would have been better. The pool was packed and hard for the adults to spread themselves out. Perhaps if it were not such a busy time, it would not be as bad. Just be aware that if you travel to this resort during the summer, you are most likely going to be surrounded by children & children's activities.
There was live music in the lobby bar each night, which was great entertainment. All of the drinks and food we ordered was great (but can add up very quickly since you are not allowed to bring in your own drinks or food to the pool area). If I were traveling there with kids and not on a tight budget, this would be a wonderful resort to take them to!

  • Stayed June 2011, traveled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Cates622
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NJ
Level Contributor
89 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed June 21, 2011

We had a great time here. This is the place to stay in San Antonio if you don't want to stay on the River Walk.

We visited the 2nd week of May, there was a BIG convention going on, but you didn't really feel the crowds and the pools were completely empty during the day, a big plus! They were still in process of completing some of the waterpark areas during our stay but was not a problem.

Its really a fantastic water park/lazy river/waterslides/pools. I have been to the JW Marriott in Florida, which also has a great pool, but this one tops my list now. They just need to use a better filtering system or have someone skim it periodically though out the day in the lazy river, the pool was full of grass, rocks, and other fun floating things by mid day and there wasn't even that many people in the pool. I can imagine what it would be like in summer with tons of kids running in and out of the pool without a foot bath to rinse off their feet. Ewwwww...

The staff were all top notch , extremely professional, from the check in desk to the restaurants wait staff. They did forget one night to clean our room, but when we complained , they took care of the problem right away. Would highly recommend wearing aqua shoes in the pool area, the walkways get VERY HOT even in early May , summers must be even more brutally hot and those teeny tiny little rocks by water slides are killers! Shoes would be good for the lazy river too, I sliced my big toe on something in the lazy river, maybe a filtering vent or something, yikes!

A really nice resort in a great city with lots do to. Highly recommend a car rental so you can visit other attractions this city has to offer and try out all of the great restaurants..

  • Stayed May 2011, traveled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank traveloverNj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Woodlands, Texas, USA
Level Contributor
59 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed June 20, 2011

This was our second annual Father's Day trip to the resort. Both times we paid with Marriott Rewards and we have sworn to earn enough points (30K per night) to be able to return each year!
The hotel is always so accommodating- we checked in early, I was given a choice of 2 different room locations, our room was ready 4 hrs ahead of check-in time! We went straight to the pool while our bags went to our room- they were there when we got back.
The waterpark is what sets this resort apart from the many others in the area. It's huge, gorgeous and extremely well-maintained. Staff are everywhere, are diligent in lifeguarding, but also very kind and friendly to everyone.
Our family travels a lot (hence the many points), but this resort is our favorite because we truly come home from our vacations here feeling pampered and rested.

  • Stayed June 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kristine C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
80 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed June 14, 2011

What a great family resort. We were there for the PGA tournament and it was a great place for it. It has fabulous lobbies, restaurants, multiple lounging areas, activities for all ages and very helpful and friendly staff. Multiple pools have something for all ages. Our family had a great time and felt like we were way out in the hill country, not 20 minutes from the down town San Antonio Riverwalk! it could be crowded during summer. The rooms were very comfortable and roomy. We would gladly check in there again!

Room Tip: Ask for a room with a balcony.
See more room tips
  • Stayed April 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank cmkey2002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about JW Marriott San Antonio Hill Country Resort & Spa

Property: JW Marriott San Antonio Hill Country Resort & Spa
Address: 23808 Resort Parkway, San Antonio, TX 78261-2018
Phone Number:
Location: United States > Texas > San Antonio
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Top resorts Hotel in San Antonio
#8 Business Hotel in San Antonio
#9 Luxury Hotel in San Antonio
#11 Family Hotel in San Antonio
#15 Romantic Hotel in San Antonio
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — JW Marriott San Antonio Hill Country Resort & Spa 4.5*
Number of rooms: 395
Official Description (provided by the hotel):
JW Marriott San Antonio Hill Country Resort & Spa has firmly established itself as the city's premier luxury destination and the renowned resort in Texas' Hill Country. Rated 4-Diamonds by AAA, and just 12 miles from San Antonio International Airport (SAT), our luxury resort features the 36-hole TPC San Antonio golf course, home to the Valero Texas Open, Lantana Spa, a six acre water park and seven restaurants. Our restaurants are sure to please with Texas BBQ, genuine Mexican cuisine and private dining rooms for groups. Our rooms offer cozy beds, scenic views, soft robes & large bathrooms. Guests will also enjoy the open lobby with free Wi-Fi. Whether you're seeking a peaceful respite, productive conference or fun-filled family vacation, our luxurious Hill Country resort will not only exceed your expectations but redefine them altogether. ... more   less 
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Also Known As:
Jw Marriott San Antonio Hill Country Hotel San Antonio
Jw Marriott San Antonio Hill Country Resort And Spa

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