SpringHill Suites San Antonio Downtown/Riverwalk Area - San Antonio, Texas

Jeanette Acosta

I had a terrible experience during my stay at this Marriott hotel. I checked in for one night on December 22, 2024, using my points for the reservation, and it felt like a complete waste of those points.

At check-in, the male front desk employee was unhelpful when I asked about extending my stay. Eventually, I said I would figure it out the next day. When I inquired about available upgrades for Gold members, he snarkily responded, “Uh, no! Like, what is that?” This really frustrated me, and I had to explain the Marriott membership tiers to him. I was simply looking for information.

Additionally, I had a hold for a non-refundable dog fee on my reservation, which he apparently didn't note. When I brought my dog in, he became quite upset. I had to call customer service to sort everything out. While on the phone, another customer approached him, complaining about not receiving clean towels or housekeeping service for three days. They ended up in a heated argument, and he finally gave the man just two towels.

At this point, I realized I made a mistake by booking through the Marriott app instead of checking Google reviews first. SpringHill Suites is usually a decent hotel, so I did not expect to check into a worn-down, outdated building. I finally retreated to my room, which was basic. There was no smart TV, which is quite typical in San Antonio, and the shampoo and body wash in the shower were empty. The toilet paper roll was low, and there was no extra roll provided.

The next day, I went to check out the breakfast, but honestly, the place was so poorly run that I didn’t feel comfortable eating there. I just wanted to see what they had, and of course, breakfast consisted of only cereal and muffins. It was the most depressing spread. I looked around at the other guests, who probably paid around $200 for the night, and felt bad for them. They were either on holiday, traveling, or there for business, and this was the service they received? I checked out immediately and moved to the Sol Cypress hotel, where I felt right at home.

Terrica Bates

The hotel was not clean. The first night I was there the room had sitting water in the bath tub and candy from the previous visitor on the floor. I called the front desk and they said they were full but could move me to another room the following day. I had a conference to attend so I came back after the conference day and they said my room was ready. I walked in and the room was no cleaner than the previous one. In fact it was worse. It looked like the staff had taken several of their dust mops and wiped them all over the carpet in the corner. The bathtub was also dirty and there was trash on the floor. I gathered the dust in two tissues and took it to the front desk. The person who was working became visibly frustrated and asked me what I wanted him to do. So I asked to be moved to a clean room and asked him to follow me to the new room. He then walked with me to the next room and proceeded to go in before me and start picking up trash on his hands and knees before I got to the area he was in. I finally told him I will stay in this room. I realized that no matter what all of the rooms were like this. Unfortunately, my job paid for the room so I was unable to change hotels. I had to clean the room with hot soapy water and wash cloths myself to ensure the room was clean. I wiped the tile floor down 3 times with hot soapy water before it finally came clean. I was also taken aback by the fact that we had to pay $28 per day for parking in an unsecure parking lot that otherwise should have been free. It was the general parking lot at the front of the hotel. Nothing special. I will NEVER stay here again.

Daniel Coscia

Absolute worst stay ever at a Marriott Bonvoy property! We are gold members who travel a lot. This hotel was filthy, mismanaged, and unprofessional. We were also shocked about the expensive parking price when we arrived, and were forced to park in a dirt field because of the limited spots in the main lot. The front desk girl even mentioned it’s not safe out there. When we went in the room we first noticed the sofa covered in white bodily fluids. Sickening. The bathroom had hair all over the place, and buggers smeared all over the walls next to the toilet! The shower curtain and shower were also full of mold. We also had the same experience another reviewer had with our pets. I booked through the Bonvoy app and did the e-check in, and included pets. They were surprised when we walked in with pets and said “don’t you know about our pet fee?” They charged $50 per day plus an additional daily cleaning fee of $4 or $5. We also had no towels when we checked in and the girl at the front desk said they were out of them and would have clean ones in an hour. When I went down to get towels there were about 20 people in the lobby complaining about the lack of towels/blankets, and others waiting to check in., but the front desk girl seemed to be all on her own and was trying to fold all the towels herself. I felt bad for her. The following morning breakfast was no different. They were not capable of performing the breakfast service. The coffee station was almost empty of everything and a mess. The food station had eggs and sausage, which were also empty. It was chaotic and a mess. So we checked out and went and paid to have breakfast elsewhere, an unexpected cost. I regret wasting my Bonvoy points on this stay. I wish a manager would reach out to comp me some points for the horrible experience. DO NOT STAY HERE!!!!!!!!

Melinda Rawcliffe

Small rooms, with no sound proofing. I could hear when the neighbor rolled up their window blinds. Our blinds would not open, the toilet paper holder was falling off the wall. Additionally, they have horrible customer service. Period. The housekeeping staff never cleaned our room despite us asking for them to come. We checked with the front desk daily and asked for cleaning. We were told it would be done, but never was. We were given attitude by the front desk staff every time. We cancelled our reservation and moved to another hotel halfway through our 10 day stay.

Angela Farmer

Booked with Booking.com. Specifically looked for a parking fee. Could not find it, neither could the lady at the front desk after she informed me it was $28 per vehicle. So sad because there’s $12 parking right across the street. Room was dirty. They did not have enough pillows, blankets, or towels in the room. Called the front desk and was told they didn’t have anymore. Front desk person was rude then hung up on me. Really put a damper on my family’s stay. Definitely not worth the money!

Carlos Garcia

They gave away our room, despite our reservation. Apparently they over extended themselves and had to get rooms for their guests at other hotels. The manager told us they were short staffed and unable to handle basic services like cleaning and maintaining the rooms. The trash cans around the property were filled beyond capacity. They seemed to be overwhelmed and as a result the cleaning staff were less than friendly.

Scott Macdonald

I should had read a few recent reviews before staying here. There were more things that went wrong with my stay than right. My room didn't come with a hairdryer and iron. The hairdryer sent was broken and then iron sent had burnt plastic on it that ruined a shirt that was ultimately replaced. The coffee machine endlessly overflowed hot water, the tub was stained, there was no shower head except for the a detachable one off to the side that wasn't centered, the breakfast was barely edible, and it took three asks on separate days to get my towels refreshed. I will say that the staff there were very nice and I did like the proximity to downtown. That said, I wouldn't recommend that anyone stay here.

Joanna Ruiz

This people tripping the front desk manager is unprofessional at all not recommending. They try to charge me additional 28 dollars per night for a parking in the same hotel that I booked a room already and the weird thing is they only accept cash only for parking spot. I always stay at Spring Hill and I’m a member of this hotel company and I never in my life have to pay for parking in the hotel. Is not making sense. And the front desk personnel that man it was completely ridiculous and start arguing and elevating his attitude towards me and my partner. He told me pay because that how is it. And he confused me more. Spring Hill corporate office. This message is for you. I canceled my reservation and go because I’m not an unprofessional customer that employee should be hold accountable for his actitud behavior and unprofessional service towards customers. I left that night because I’m not making a scene about it I’m not that type of person. But after driving for 8 hours I try to have some rest and that guy make leave and have no proper sleep. I book a hotel room because I need rest for my business appointment for the next day. And that person ruined ? it. It was making me feel uncomfortable. Spring Hill corporate you should get the video cam and watch it for yourself.