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“very terrible service after a 3 night stay in may 2014”

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SpringHill Suites San Antonio Downtown/Riverwalk Area
Ranked #83 of 355 Hotels in San Antonio
Certificate of Excellence
Rotterdam, The Netherlands
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“very terrible service after a 3 night stay in may 2014”
Reviewed 11 July 2014

As we arrived in the hotel,River walk suites, we saw the name was changed and
that a contruction was going on, so no pool (it was very hot) Swimming pool
in a another hotel was offered but is no solution after a day in the city to
go by car, allmost 2 ml. The entrance was the back door..
The breakfast area was a terrible place, the reception was in the same area
where breakfast was served and no computers for guest. We are from Europe and it’s
handy to check sometimes your mail. Almost no parking spaces of containers and trucks of the working people.
We ask why they did'nt let us now upfront so we had the change to choose
another hotel, that would be honest and the choice is than by us.

The painters where working outside with the truck backing and forward making
a lot of noise.(beeping) very early in the morning,so we couldn’t sleep
after 6:30 and even in the weekend.
Then one night the fire alarm went off (around 2 at night) not once but 3
times with intervals of 30 min and 45 minites.
We allmost did'nt sleep that night. Manager ask too put it in wrinting for a
financial compensation. it's now juli and still no response.
So we put in the complaint at the head office in Atlanta, Peachtree Hotel Group. Also no response. They have a lot hotels and they say on there website power of excellence...not when they have your money.

This is so not American.and to bad that things like that still happens.

  • Stayed May 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank Chris T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rob P, General Manager at SpringHill Suites San Antonio Downtown/Riverwalk Area, responded to this review, 14 July 2014
Chris T thank you for reaching out to us. Let me begin by once again apologizing for your disappointing visit during our renovation. Although we are excited at the great changes coming soon, I know that it must be frustrating to find a place in this condition.

As we discussed on your check out day, I will definitely make sure that we honor our agreement. It seems as though something fell through the cracks and we now have to reach out to Expedia again to find out where the disconnect happened.

Please do not hesitate to contact me directly if you have any questions.

Again, our sincerest apologies, Chris T.
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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
Traveller tips help you choose the right room.   Room tips (70)
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English first
Marble Falls, Texas
Level Contributor
87 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 10 June 2014

There is little to no parking at this hotel, then we went to check in and our room was not available at 4:30PM we were tired and just wanted to place our things in the room, rest a bit then go out to eat and walk the Riverwalk. The clerk suggested we go eat then come back and the room "should" be ready for us. We walked to the Riverwalk and ate an early dinner then returned only to find that there were no more room in the type we had booked but they could "upgrade" us for $20 more. Needless to say we received a FREE upgrade. The bed was comfortable, we slept well- the complimentary breakfast was not good (dry baked goods, fruit not fresh). This hotel was not worth the price we paid.

Room Tip: Choose a room on the pool side or near the front of the hotel.
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DTrevinotx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rob P, General Manager at SpringHill Suites San Antonio Downtown/Riverwalk Area, responded to this review, 11 June 2014
DTrevinotx

Thank you for your feedback. According to the dates of your stay, you were with us back in February. We have made several changes since then to better accommodate our guests and provide them with a more efficient and service oriented experience.

Additionally our hotel is currently undergoing a complete renovation of public space, pool, bar and sleeping rooms in anticipation of our new affiliation with Marriott Hotels. Our new look includes a new name.... Springhill Suites by Marriott. Our target date is Fall of 2014.

I would like to invite you to experience our new feel and look. Please do not hesitate to contact me directly when time allows.

Thank you again for your business and as I hope to hear from you soon.
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Los Angeles, California
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 26 May 2014 via mobile

First impression from outside was not good. Then as I walked through the hallway to the reception area it didn't get any better. When we got to our room it was a bit better but the hotel is quite lonely, go figure. The elevator we were about to go in broke down, thank God we didn't go in it! I do not recommend this place, I'm getting tired of seeing hotels that run like motels but charge hotel prices.

Stayed May 2014, travelled as a couple
Helpful?
1 Thank bstella2011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rob P, General Manager at SpringHill Suites San Antonio Downtown/Riverwalk Area, responded to this review, 29 May 2014
I appreciate you taking the time to share your experience with us at our hotel. I do truly apologize for the inconvenience you experienced at the property.

We are making changes to both the physical plant and the customer service environment to assist in eliminating the issues you exeprienced last month at our property.

The upcoming changes to the hotel are awesome and will reflect the true personality of the staff. Again I cannot apologize enough for you having to endure a terrible stay with with us.

Please do not hesitate to contact me directly to further discuss your stay with me and let me offer some options to offset any negative feelings.
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Level Contributor
30 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 13 April 2014 via mobile

Stayed at this hotel with a group of women for a conference at convention center. Pros: easy walk to convention center, Walking distance to river walk and River Center mall, Comfortable bed, couch, refrigerator, good price CONS immediate neighborhood not great at night, free breakfast not that great, doing renovations so loud and noisy during the day, pool closed

Would not stay here if traveling alone!

Stayed April 2014, travelled with friends
Helpful?
Thank Jennifer C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Edinburg, Texas
Level Contributor
42 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 17 March 2014

So to begin with we had a little problem finding the place. They had NO signs whatsoever to signify what the place was and then tried getting in a little early but couldn't. When we showed up again about an hour after check in time we got our room, but not what we reserved. We had reserved room with 2 beds and only got one and were told there were no rooms available with 2 beds. So they did offer a cot and they waived the 12.00 parking fee. Breakfast is continental only. Pool area looked nice. The front desk staff were ok not overly impressive. The room was clean and spacious. Has a huge shower! We were told check.out was 11:00 but information card in room said 12:00. They said that was before when it was Fiesta? They would not honor the 12:00 check out time on the card information supplied in the room.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank cathy g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Coleman, Canada
Level Contributor
66 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 15 March 2014

We stayed here two nights when we came to San Antonio to see The Alamo and The Riverwalk. This hotel is close to both so we could walk where we wanted to go. The room was large with a living room with another TV and couch. Beds were fine, room was very clean but the bathroom needed an update which is being done as the hotel is being renovated. The front desk staff were friendly and helpful. The room was also nice and quiet.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Trudy P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Austin, Texas
Level Contributor
43 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 12 March 2014

We had a groupon for two nights. The main reason we wanted to stay here was because of the heated pool, boy were we disappointed we asked twice about the pool and the heat. The first front desk clerk told us it was being cleaned, the second one told us the heat was on in the pool we went out to test it and it was freezing, we came back to tell her how cold it was, she told us they couldn't turn up the heat due to it may be to hot for some people. What???? The carpet on the first floor needs to be cleaned, some patch work on the wall does not match the rest of the wall and its not painted. Breakfast ok, but their selections are very limited. My wife tried the coffee both days and it tasted old and stale. I'll say don't set your expectations to high for this hotel.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MRod7381
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about SpringHill Suites San Antonio Downtown/Riverwalk Area

Property: SpringHill Suites San Antonio Downtown/Riverwalk Area
Address: 524 S Saint Marys St, San Antonio, TX 78205-3418 (Formerly SpringHill Suites San Antonio Downtown)
Region: United States > Texas > San Antonio
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Suites Swimming Pool Wheelchair access
Hotel Style:
#36 Family Hotel in San Antonio
#71 Business Hotel in San Antonio
Price Range (Based on Average Rates): ££
Hotel Class:3 star — SpringHill Suites San Antonio Downtown/Riverwalk Area 3*
Number of rooms: 116
Official Description (provided by the hotel):
The SpringHill Suites by Marriott San Antonio Downtown/Riverwalk Area has completed a multi-million dollar renovation and full upgrade of the hotel to become the newest Marriott product in Downtown San Antonio. Our great location puts you in the heart of San Antonio attractions and just steps away from the famous Riverwalk, the legendary Alamo, and the Henry B. Gonzalez Convention Center. Enjoy our all-suites hotel, the very spacious king or double queen suites featuring a microwave and mini-refrigerator, wet bar, separate living room with sleeper sofa, two HDTVs in every suite, free WiFi, 24-hour fitness center, 24-hour business center, beautiful outdoor pool and sundeck, complimentary breakfast bar, and evening cocktail lounge. Some of the best locally owned and popular restaurants are within walking distance of the hotel. The SpringHill Suites promises greater comfort and enhanced productivity, leaving you in control of your experience at the hotel. Enjoy Marriott Rewards and a most rewarding stay in our beautiful new hotel, SpringHill Suites by Marriott San Antonio Downtown. ... more   less 
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Also Known As:
Four Points By Sheraton San Antonio Downtown Hotel San Antonio
4 Points By Sheraton San Antonio Downtown
SpringHill Suites San Antonio Downtown/Riverwalk Area Texas

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