Guest reviews Westin Riverwalk, San Antonio

by Rebekah A Santee, California

Amazing Staff!

Despite the COVID craziness, the staff here is fantastic! They were super friendly and helpful. The gym was spotless! We were a little bummed our room couldn't be cleaned throughout our stay but I get it with the COVID craziness.

by JDSoui Irving, Texas

Enjoyable Stay With Some Quirks

The hotel had limited operations during the work-related stay. Overall the stay was mixed. The staff at times was very cordial, and at times lacked customer service skills coming across rude. The rooms were comfortable; however, there was reoccurring noise in the ceiling and hallway throughout the day and night. It was brought to the attention of the staff/engineering. This ultimately impacted the quality of the stay. Lastly there were some dead insects within the room.

by Lesley A United Kingdom

cannot wait to return we were there 2nd december 2019

Ruby on the front desk was a gem & Joe & Derek & Matty made my husband & I feel not "just another guest" so we really enjoyed our evenings at the hotel ( my empty wine glass request along with my evening drink in a tall glass was such fun as each server knew the reason for my request only known to them & will hopefully remember my husband & I fondly ) Mr Scott greeted us every morning warmly with a smile & ran he ran his restaurant like clock work & was missed when he had his day off .

by cnmitch

Careless

If I could give this place negative stars, it would be too much! I made a reservation through a 3rd party on a Tuesday for my husband to attend an event hoping he could make it before the Coronavirus took over the world. Thursday evening, his event was cancelled due to the health concerns of all. Friday morning was the check in date and of course I had to jump through hoops to get anyone to answer. I spoke to the Marriott call center and was told the reservation could be cancelled since these were unseen circumstances, yet I’d have to call the third party I booked through. I called directly after hanging up and after waiting 30 mins to speak to someone, the agent called the hotel and they told the 3rd party it could not be cancelled. At this point I’ve been told 2 different things. Of course this is not just because I changed my mind... literally everything is cancelled yet I’m being penalized and charged anyway because of their greed! I proceed to call this hotel and speak to a very rude female associate who told me that I couldn’t cancel the reservation bc it’s “day of” and that this “situation has been going on for weeks now” as to say that I should have known better than to book during this time. I explained to her the circumstances since she acted as if she didn’t know things have literally been changing hourly due to the Covid-19 outbreak! The nerve and heartlessness of this individual! (On this same day a national emergency was called for the United States) She didn’t want to hear anything I had to say and said “well, these are our policies.” How can someone and an entire company not care about the health and safety of their patrons and their own employees?!? I literally spoke to 7 different people today and was told something different by every single person! The only person who understood what I was going through was the 3rd party company who was more than willing to work with me and help cancel my reservation without penalty. I even tried to Switch dates with this hotel to a later date and was not even considered since I “didn’t book through Marriott.” I am so disappointed and disgusted by the carelessness of this establishment. I was as polite as possible knowing what it’s like to deal with people every single day. But once again, being nice has gotten me no where but into a tizzy! I wouldn’t choose this place more so bc they are rude and heartless, nothing else matters!

by helgaorange CT

Easy access to a world away . . .

This was the first time that I have been to San Antonio. I was quite impressed with the orderly layout and ease of access to attractions in the downtown area. We stayed at the Westin on the the Rivrwalk. What a lovely venue. My only disappointment with our room was the bed. It had hollows - so it was lumpy and bumpy. The room and bathroom were well appointed and housekeeping was attentive to deatil. We had valet parking for our rental car and were able to get to every attraction that we had planned on - either on foot or via the car. Highways are easy access of the hotel. We had business meetings on Friday and Saturday with catering taking care of all our needs. (beverages, catered lunch and snacks)