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“Disappointment on the Riverwalk”

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Omni La Mansion del Rio
Ranked #25 of 357 Hotels in San Antonio
Certificate of Excellence
Reviewed 6 August 2014

Best part of this hotel stay was the valet service. We had made a reservation for a ambassador king river view room and that is what we had. When we arrived at check-in at 2:30 we were told that the room would be ready in 15 minutes. They took our cell phone number and told us they would call us. We walked across the bridge to a restaurant where we had a snack and a drink while we waited. We returned to the hotel in an hour--room was not yet available, however it was supposedly clean and only waiting to be inspected. That inspection took an additional 30 minutes. We finally received our key and were happily on our way to our room. The key card they gave us did not work, so we went back down and got another one--it did not work either. After going down for the 3rd key, the desk clerk made 2 keys and brought them both with us to our room. Hooray, we were finally in our room! It was a beautiful spacious room with a private balcony--we were happy. When we walked out onto the balcony there was a beer bottle sitting next to one of the chairs (guess that missed the inspection). Then I was going to refresh my makeup at the vanity and the light was burned out (another thing that apparently missed that crucial inspection). We ended up just removing a light-bulb from another lamp because it was already dinner time and we didn't want to wait any longer to start our evening. We went and walked along the riverwalk and came back in about an hour. We stopped in El Colegio bar to have a margarita. The bartender (a young man) spent all his time sitting at the bar visiting with one of his friends. People had to approach this bartender to get drink refills as there was no one else on duty. So we left. On our way in the door we got a phone call from the concierge that they would be delivering some wine and cheese. Apparently our son had called the hotel and complained about the service we received and he wanted to make sure we got something nice out of this mess. They told us they would be "coming up shortly" so we waited...and waited...and waited. One hour and 15 minutes later they called us back and said they were now on their way. The final straw was the next morning when my husband went to get us a cup of coffee before we left--and guess what? The trusty 3rd key card no longer worked. Coincidentally, he spoke to another guest in the elevator that had experienced the same key fiasco in her room--so at least it wasn't just us! Too many hotels on the river walk to recommend a place that was very expensive but lacked terribly in customer service. If you only need to valet your car, this is the place to be.

Room Tip: One without beer bottles on the balcony and working lamps. Also a key card that works is essential.
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  • Stayed: August 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank CarlandPati
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lucie A, Manager at Omni La Mansion del Rio, responded to this reviewResponded 13 August 2014

Dear CarlandPati,

I am so sorry you experienced so many things below our standards. There are so many different areas that disappointed you and us that I could not apologize enough. I am more then happy to speak to you should you decide to reach out to me at the hotel. just contact the hotel directly and ask for me.

Please know that your feedback does not go unnoticed or fall on deaf ears. The information you provided us is being shared with all departments that affected your stay as a lesson to learn from.

I do hope you will accept my sincere apologies and afford me an opportunity to speak to you.

Respectfully,

Lucie A.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,491 - 2,497 of 4,022 reviews

Reviewed 5 August 2014

The hotel looks lovely from the outside and like others we avoided the expensive valet parking and paid $10 in the garage opposite. When we arrived late afternoon the lobby/check in area was full of people just hanging about with some sitting on the floor. Not what you usually find at an expensive hotel. We had to walk through the valet parking area to get to our room which was overlooking a small courtyard. The room was very dark, the only natural light was through the french doors leading onto the communal balcony. It was a reasonable size but we had paid extra for a slightly larger room. There was too much furniture for the space and it was a bit dated. I was glad I was only staying one night because it wasn't good value and I was disappointed at the quality of the room. The location on the riverwalk is good and there are plenty of restaurants and bars nearby and it is only a short walk to the Alamo.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank tourist_or_traveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lucie A, Manager at Omni La Mansion del Rio, responded to this reviewResponded 17 August 2014

Dear tourist_or_traveller,
We appreciate the honest feedback regarding your recent stay. We regret that we were able to meet all of your expectations. Thank you for the comments regarding the hotels appearance.
Lucie A

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2014 via mobile

Warning: this hotel stay may result in VIP Status, luxury pampering, addiction to luxury bedding, craving for royalty room service, need for 5 star future hotel reservations, the desire to feel like royalty for the rest of your life! Does not get any better!

Stayed: November 2013
Thank BJJmama
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 August 2014

This is a nice hotel and well located on the river walk. But the service really let it down, we had to ask for our room to be made up at 8 PM in the evening after returning from being out all day. The make up was was a lame effort. The following day, room not made up again until late in the afternoon and again the make up was poor.

  • Stayed: June 2014, travelled on business
    • Value
    • Sleep Quality
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2  Thank Duhollow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 August 2014

This historic hotel is well located within the city and is directly on the river walk. In room service was excellent, both in terms of quality and timeliness of service. The buffet breakfast was ample, with a good cross section of light and heavier items, but the hot food items were cool. There are several tables on a small outdoor veranda at the Las Canarias restaurant that provide a delightful setting for breakfast.

  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Omni Hotels & Resorts
Thank Wesley P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 August 2014

If you are tired of chain hotels like Marriott, Hyatt, Hilton, etc.. this hotel is right for you. Built in 1815 (If I am not wrong) and it will give you an unique living experience. The room is very large and very very quiet. It's the quietest hotel I can tell although it is next to the riverwalk. The service is perfect, all the staffs are very very friendly. You can ask whatever it is reasonable. The location is convenient, next to the riverwalk, many nice max-tax restaurants nearby. The hotel restaurant look loyal. My wife and me only took breakfast there. Excellent service and food!! The only concern is it is a little bit expensive. ;-) I spent $300 a night for a city-view room. I believe the river view room is much more expensive. But it worth the money you spend. Highly recommend.

  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Omni Hotels & Resorts
Thank superwangcheng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 August 2014

Excellent location, excellent amenities and staff. Historic hotel with modern amenities and an excellent location for anywhere in San Antonio with the plus of being on the Riverwalk and 2 blocks from the Alamo!

  • Stayed: July 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Omni Hotels & Resorts
Thank 6jeffreyp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Omni La Mansion del Rio

Address: 112 College St, San Antonio, TX 78205
Phone Number:
Region: United States > Texas > San Antonio > East Side
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Romantic Hotel in San Antonio
#10 Spa Hotel in San Antonio
#14 Luxury Hotel in San Antonio
#17 Family Hotel in San Antonio
#23 Business Hotel in San Antonio
Price Range: £130 - £303 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Omni La Mansion del Rio 4*
Number of rooms: 338
Official Description (provided by the hotel):
Omni La Mansión del Rio is ideally nestled along the historic River Walk in downtown San Antonio. Perfectly situated, you can easily explore all of San Antonio’s extensive range of tourist attractions. Located within easy walking distance to the fabled Alamo, El Mercado, La Villita Arts District, Spanish Governor’s Palace, San Antonio Convention Center and most other well-known landmarks. ... more   less 
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Also Known As:
Omni La Mansion Del Rio Hotel San Antonio
Omni San Antonio
Omni Hotel San Antonio
San Antonio Omni
La Mansion Del Rio
Omni La Mansion Del Rio San Antonio, Texas

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