DoubleTree by Hilton Hotel San Antonio Downtown

Santa Vasquez 2 months ago

Overall, this hotel was a great experience. The customer service was excellent from check-in to check-out—staff was friendly, attentive, and made everything easy. The rooms were clean, comfortable, and well-kept, which made the stay really enjoyable. The only downside was the pool policy. While I completely understand and respect the rule of no glass around the pool for safety reasons, I was surprised that alcohol isn’t allowed at all—even in cans. I think being able to relax by the pool with a drink (responsibly) is something many guests expect when staying at a hotel. Other than that, everything else was great, and I’d definitely consider staying again.

Carly Decker a month ago

Save yourself the money and stay somewhere else. First I would like to start by saying the front desk staff Kristen and John were lovely and very professional. (Although I think John gave me a fake phone number to his “GM” he’s still cool.) Our main issue was with the conditions of the facility itself and also how little the manager Alex showed us that she cared. We are traveling across country so when we finally checked in around midnight we were exhausted. We get in the room and are immediately hit with a strong mildew order. Along with the smell the bedding and floor and towels felt damp. The ceiling had water stains. Just an overall dark, dingy, cold and uncomfortable feeling. We let the front desk know our concerns and followed up the next morning. That’s when we were told the boss Alex and house keeping would check on the room while remained on hold. I was on hold for 30 minutes. I felt they forgot about me so I hung up and called back and asked to speak to the boss. I was transferee to Alex who couldn’t have cared any less. She told me she didn’t go into the room but maintenance said the ac unit works fine. The ac wasn’t our issue. It was the unsafe/unhealhy signs shown all over the room. Alex said the smell must just be coming from the floors(of course it is because it’s wet!!!!!!!!) the floors that our service animal slept on. Alex told me I can call booking for a refund since that’s who I booked through. I called booking and they said they’d be happy to give me a refund they just need the hotel to authorize there was an issue. They called the hotel while I was on hold. And Alex denied a refund due to her seeing no issue. The dampness and odor is a theme throughout other reviews. For being a hotel downtown it was very disappointing as a Hilton honors member. Just stay down the road where they don’t also charge you for parking. And never got our cookies!!!!

Albert Canales 4 months ago

I was fortunate to get a room here. The main entrance is a little small for pulling in with your vehicle. Maybe that will change in time. Once you get in, the lobby is very comfortable. I was immediately recognized by the front desk when I walked up even there were other customers there. I was checked in quickly, and grabbed my luggage to my room. Nice to walk in to a greeting with your name on it. The rooms are quiet, clean and comfortable. Also, the bed was fantastic, for me. Definitely would stay here again. Staff and personnel were great also!

Rachel Paredes 6 months ago

This was a wonderful location for us. There’s a small neighborhood HEB nearby which was perfect for picking up a few items. There’s a free shuttle to The Riverwalk. Jose, the shutter driver, was amazingly accommodating. Make sure to tip well, as he went out of his way to assist guests. The hotel was clean, and it was a great vibe for hanging out in the lobby. We so enjoyed our weekend getaway, and I’d stay again!

Elizabeth Jeronimo 3 months ago

I stayed here for my birthday with my fiancé, and overall we had a good experience. The room was very nice, and I really appreciated that they accommodated my request to be away from the elevator. The main issue I had was with check-in. I arrived around 3 PM and was told no rooms were ready until 4 PM. Even at 4 PM, the guest ahead of me was informed their room still wasn’t ready. As someone who works in a hotel, this was surprising especially with an 11 AM checkout, there should typically be enough time to prepare rooms. Our stay itself was comfortable, and we were satisfied with what we paid for. The location wasn’t my favorite but it was manageable. Overall, I would consider staying here again if needed, but there are a few areas that could definitely be improved.