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“Nice Place...Absolutely Terrible Customer Relations”

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Hilton Palacio del Rio
Ranked #14 of 355 Hotels in San Antonio
Certificate of Excellence
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Nice Place...Absolutely Terrible Customer Relations”
Reviewed November 10, 2012

This is a very nice hotel, but their customer service/ management is absolutely terrible. My wife and I accidentally left our prescription medication in our room when we checked out, and called Lost and Found as soon as we realized it. We offered to pay to have it mailed to us in California or have them hold it for one day until our son could pick it up, but they refused. I called and spoke to the manager on duty, John Cardenas, and he was completely unwilling to work with me on the situation. I can completely understand a policy on discarding medication that nobody calls back about, but we called within hours of checking out and offered solutions, and were told our medicine would be thrown out. Mr. Cardenas' attitude and unprofessional response, and the Palacio del Rio's policy on this matter reflect negatively on Hilton hotels. We will not stay here again!

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KingsTravelz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BGSanAntonio, Director of Sales at Hilton Palacio del Rio, responded to this review, November 12, 2012
Thank you for staying with us recently. We appreciate you taking the time to tell us about your experience and we are sorry the handling of your left behind prescriptions did not meet your expectations. Treatment of lost prescriptions drugs can be tricky and we will review our policies and procedures to make sure medications are handled the best way possible. Again thank you for bringing this to our attention and hope we can get an apportunity to reddem ourselves the next time you visit San Antonio.
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Rating summary
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Austin
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed November 8, 2012

Service was slow. Rooms were just OK.
Worse part was their valet service and the damage done to car. Hotel wasn't helpful in any way and just had me fill out report and hope for the best. Wow wouldn't you know... their insurance company is declining the claim based on documentation provided by the hotel three weeks later that cannot be verified as valid or honest.

Never staying at this hotel again!

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ryan M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BGSanAntonio, Director of Sales at Hilton Palacio del Rio, responded to this review, November 12, 2012
Thank you for taking the time to write a review. We are sorry you experienced an undesirable stay and level of customer service. We are currently reviewing our processes with the valet department to ensure claims are processed as quickly as possible. We appreciate you alerting us to this issue and hope you will give us a second chance the next time you return to the area.
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Fort Worth, Texas
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed November 6, 2012

We just got back from a stay at the Hilton Palacio del Rio. The employees were amazing. From the valets to the bellman to the housekeeping staff - EVERYONE was extremely friendly and always smiling. They went out of their way to help you. I wouldn't pay the extra money to stay on the side of the hotel that faces the riverwalk again. We were on the 10th floor and really couldn't see much of the riverwalk. You had to look straight down to see anything. The view of the city was pretty though. The restaurant is still being remodeled, but they do have the 'Stetson' still available for breakfast. We tried to eat lunch at Derty Nelly's Irish Pub, but they weren't open during lunch and children are not allowed in the bar after 730. The rooms were a little small. Nothing special. Linens were clean and crisp looking. We had plenty of towels - always a plus. The sounds of the riverwalk didn't bother us much. Of course, we were on the 10th floor. The riverwalk is quite touristy as one writer had mentioned. There are plenty of restaurants within walking distance with Mexican, BBQ, sandwiches, etc. The Alamo, La Villita (little village), Hemisfair grounds, Rivercentre Mall all are within walking distance. Great little deli around the corner (Schilo's) has their own homemade root beer.

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Shane B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BGSanAntonio, Director of Sales at Hilton Palacio del Rio, responded to this review, November 9, 2012
Thank you for staying with us recently! We very much appreciate your feedback and will share your positive remarks with the entire team. While we are temporarily serving breakfast buffet in the Stetson room. our restaurant will be re-opened in time for Thanksgiving as The River's Edge Cafe & Patio Bar! We hope you will enjoy it the next time you visit. Thank you again for taking the time to write a review!
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Fallbrook, California
Level Contributor
71 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed November 6, 2012

I just stayed at this hotel for four nights while attending a conference in San Antonio. The hotel is very convenient, being directly across from the convention center and directly on the River Walk. The staff was always very attentive and polite and the service left nothing to complain about. The hotel has been recently renovated and the rooms, while a bit dark for my taste, are very comfortable and well appointed. The are many restaurants in the immediate area, as well as the Alamo being just a very short walk away. The only negative I have is the Texas Sports Bar on the river level of the hotel. This may be a decent place to grab a beer, but the food left a lot to be desired.

Room Tip: Ask for a room with a river view. The other side of the hotel presents an uninviting view and overl...
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  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Randy C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level Contributor
31 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed November 5, 2012

I just got back from a business-related trip in San Antonio, TX, where I stayed at the Hilton Palacio Del Rio for 3 nights. Overall the rooms were comfortable and newly renovated and seemed pretty standard for most Hilton hotels. Cleanliness was overall acceptable although I did notice some mold and rust in the bathtub, which housekeeping took care of immediately on my request. Additionally, customer service was very good and the staff I encountered was very helpful.

A few negatives:

1. Hotel was located on the Riverwalk, which was loud on the weekends and I wore ear plugs to bed one night when I had to get a good night's sleep. You can also hear the train honking as it passes every 15 or so minutes.

2. The temperature in the rooms was a little difficult to gauge

3. The bathroom and the closet share a door...privacy is an issue

4. The room needed a little extra cleaning- but housekeeping accommodated my requests nicely.

5. Riverwalk is pretty, but very touristy

6. Foodies- don't expect anything spectacular. The food on the Riverwalk is edible, but that's really about it.

7. The bar does not have champagne or sparkling wine by the glass (tisk tisk).

Room Tip: The rooms on the side of the Riverwalk have a nicer view. San Antonio is sprawling, so if you'r...
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  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Eleni_17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BGSanAntonio, Director of Sales at Hilton Palacio del Rio, responded to this review, November 12, 2012
Thank you for staying with us during your recent business trip! We appreciate your positive comments about our customer service and staff interaction. Your feedback is important and our food & beverage team will be evaluating sparkling wine by the glass. Additionally, we will be re-opening our restaurant next week after a remodel as The River's Edge Cafe & Patio Bar. We expect it to satisfy the Foodies! Thank you again for your feedback and hope you have the opportunity to visit us again.
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philadelphia, pa
Level Contributor
42 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed November 5, 2012

My husband and I had a great stay at the Palacio del Rio. The location was just perfect....right on the river walk but also close to King Williams District. This allowed us to check out the touristy area and then escape to the delicious restaurants of KWD (check out Rosario's and Mad Hatters...they are delicious).

  • Stayed September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank fairmountpa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Charlottesville, Virginia
Level Contributor
263 reviews
204 hotel reviews
common_n_hotel_reviews_1bd8 197 helpful votes
Reviewed November 5, 2012

Stayed here last week for a few nights and I might say that this is a nice hotel...

The hotel is located right on the Riverwalk and has great views from either side of the hotel..

Pros: 5th floor Pool and Hotub with great views of the Riverwalk and City...
Alamo is a mere 2 block walk
Rivercentre Mall is a mere 1 block away
Countless Riverwalk Restuarants located all within walking distance
Children's Museum located about 5-10 minute walk

Cons: Not much to say, however annoying motion light in closest that would go on everytime you walked in the room or at night if having to use bathroom...

I also want to mention, they have a SmartUse Elevator...at every floor you basically touch the touchscreen as to where you want to go and it tells you what door "A,B,C,D" to go to..pretty straight forward...

The fitness centre is not 24 hours and the pool is only open till 10pm and they lock the door right on the dot....

The restaurant used normally for breakfast is closed currently so you can't eat breakfast on the riverwalk, but instead have it at "Stetsons" which is indoors and a little different feel but still suitable for breakfast..

The customer service at the hotel was incredible and everyone went above and beyond to help you out with any questions you had...

Would stay there again...

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank caneshockey31
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Palacio del Rio

Property: Hilton Palacio del Rio
Address: 200 S Alamo St, San Antonio, TX 78205-3299
Phone Number:
Location: United States > Texas > San Antonio > East Side
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
#8 Luxury Hotel in San Antonio
#11 Romantic Hotel in San Antonio
#14 Business Hotel in San Antonio
#25 Family Hotel in San Antonio
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Palacio del Rio 4*
Number of rooms: 485
Official Description (provided by the hotel):
Explore San Antonio from the Hilton Palacio del Rio and enjoy our San Antonio hotel’s contemporary, hacienda style setting. Spectacularly situated on the banks of the famous San Antonio River Walk, this San Antonio hotel offers 485 Guest Rooms with private balconies and a range of thoughtful amenities including modern 37-inch HD TVs, high-speed internet access and a connectivity center. Unwind with a great night’s sleep in a comfy bed and admire breathtaking panoramas across San Antonio. ... more   less 
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Also Known As:
Hilton Palacio Del Rio Hotel San Antonio
Hilton Hotel San Antonio
Hilton San Antonio
Palacio Del Rio Hilton
San Antonio Hilton

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