DoubleTree by Hilton San Antonio Downtown

Our stay was great! Room was clean and staff was friendly and knowledgeable, Jose the shuttle driver was awesome, we didn't have to drive anywhere and were able to explore downtown and the riverwalk and didn't have to worry about parking! We will definitely stay again in the future!

First, I have to say my stay overall was good. However, upon arrival I wasn't advised that there would be a hold placed on my card. Prior to arrival I contacted the hotel to confirm my reservation. I wasn't told anything about any additional charges/holds. I proceeded to ask why I wasn't notified prior they stated they don't tell guest that for whatever reason. If I had know that I would've been prepared. I was able to stop by the on-site restaurant. The food wasn't so great and Kira and Scotty were the best people ever. They were very inviting and friendly. They were literally the best people within the hotel. They gave absolutely the best service even recommended places to check out during my stay. I'd definitely give them a 10/10. The rooms were well kept and fully stocked. I would say the beds are fairly small. Last but not least the shuttle driver(I forgot his name)but he was absolutely amazing. Oh I forgot to mention there was a lady who was in the restaurant who gave me a single rose for Mother's Day. Thank you!

My family and I went on vacation to San Antonio last week. We knew we would be getting in super late, but wanted to have somewhere to sleep for a few hours since we had spent 9 hours in the car overnight and our Airbnb wouldn't be ready til that afternoon. We booked 4 rooms to accommodate our party of 16. Since the reservation was made after midnight and we didn't plan to arrive til a few hours before check-out time, I booked it over the phone with Hilton customer service to make sure it was booked correctly. The reservation was booked for the night of Tuesday, July 22nd. And our intentions were to check in at 6am (the morning after 7/22) when we made it into San Antonio and still check out at regular check out time. When we got to the hotel, the front desk attendant claimed he could not find our reservations, so we explained what our plan was and then he stated that the only way he could help was if I called customer service back to cancel the reservations and then he could duplicate new reservations at the front desk. I obliged. Customer service was able to cancel the reservations and notate that I should not be charged for the cancellations. However, immediately after I ended the call with customer service, the front desk attendants tone changed. He then stated he COULD NOT recreate the same reservations, but could book rooms for the upcoming night and then add $75 per room to the cost in order for us to check in early. This man was FULLY aware that we already had an Airbnb booked for the upcoming night and that we only needed the rooms for a few hours to sleep and stretch til our Airbnb was ready to go to. He was FULLY aware that we didn't need a room for over night. He was FULLY aware that we intended to use the rooms for only a few hours. Our reservation total was already over $500. And following his idea would have raised the rate even further, in addition to the early check in fees he wanted to charge us. After we realized he SCREWED MY FAMILY OF 16 PEOPLE out of being able to lay down for a few hours, he became uninterested in helping or resolving the issue HE created. He started ignoring me and my partner while we were trying to talk it out with him and made it very VERY clear that he didn't care even a little bit about the MAJOR inconvenience he created for us. I feel that the way he treated me and my family warrants some sort of apology and compensation. You should NOT have people working customer service positions if they dont know how to function in a customer service style. That man should NOT be working the front desk at a MAJOR hotel chain if his personality is incapable of addressing or resolving customer service issues. My family and I should have NEVER had to go through what he put us through. I prefer Double Tree hotels and I prefer other Hilton chain hotels over other big names when Double Tree isn't available, but the bad taste this experience left in my mouth makes it EXTREMELY likely that I will choose Marriott or Hyatt over Hilton in the future. ESPECIALLY next time I travel to San Antonio (which will be in October).