WORST HOTEL STAY EVER !!!
Posted Dec 19, 2016
We were looking forward to spending time on the Riverwalk and shopping at the Riverwalk mall . However, downtown San Antonio was in absolute gridlock for holiday events and we were unable to park on site even with valet. We were referred to 2 other nearby parking garages by the hotel staff and they too were also completely full ! Finally, 3 hours later we simply had to give up and check out because we couldn't find a place to park ! I went to the front desk 3 times asking for help and each time I was met with a less than satisfactory response . "It was not their problem and no parking is guaranteed with a reservation". I have been at other hotels when such a condition exists and they do everything they can to help. Frequently the valet service will "park" the overflow vehicles "temporarily" parallel in the entry area and there was a large truck actually parked as such. However despite there being plenty of room curbside , they did not volunteer this option and refused to park it there even after my wife nearly begged them to let us. They had no sympathy for us whatsoever and demonstrated no problem solving. They literally abandoned us ! Words cannot begin to express our disappointment and frustration !
Comment from Hotel Management
Dec 21, 2016 by Libby, Hotel Management
Thank you for your feedback. I share in your disappointment of the whole experience. The River Walk is extremely popular this time of year with so many events going on not only in our hotel but in the many surrounding venues. We are very sorry you felt abandoned by our staff. While the hotel cannot control the other events in the surrounding area, our response to you was not Marriott standard. Your feedback is very important to us because as we strive to improve the hotel experience, your comments will help us move in that direction.