Embassy Suites by Hilton San Antonio Airport

Reviews

• PC

  Paul Cooper

  Nov 16, 2025
  1.0
  Sent a note to GM Jennifer Navarro and never received a response so unfortunately have to write a negative review. I almost exclusively stay at Hilton properties and choose Embassy Suites whenever possible. I’ve been a Diamond or Gold member for the last 10 years. I was traveling with my wife and booked a King suite. I knew it would be a late arrival ~3am so I called reservations and they spoke to the front desk coordinating a late arrival. After coordinating the reservations agent let me know that the room would be held until 3 am. We arrived at 2:30 and were met by Juan who apathetically told me the room was not available and the only room left in the hotel was a 2x double. There was no apology, conversation or attempt to make it right. When I told him I had coordinated for a late arrival he told me that he saw the notes, but there was no King room. I can deal with mistakes, accommodating larger groups, etc. but I choose Hilton for reliability, welcoming atmosphere and great customer service…especially after a long day of traveling. This was not my experience at your hotel. Had I been told at booking that the only room available was a double I would have booked at another property. When I arrived at 2:30 I was essentially out of options. The room itself was dirty, shower drain was slow so water backed up and floor was not vacuumed. On the positive side breakfast staff and morning front desk staff were very good. Special shout out to your shuttle driver Tony who was great!
• ST

  SP TwoSteppin

  Nov 11, 2025
  2.0
  I'll start with the good: The suite was fairly decent. When I did the app check-in the day before, I picked one of the corner rooms and the space was good; though the bed was a tad hard for my preference. The bad: First, the hotel sits in what is obviously their own parking lot, but they have outsourced the parking to another company to manage. So the only way to pay for parking is via that other company's app. That meant that I had to download an app to my phone that I will likely never use again. Sorry, but if my parking charges cannot be added to my hotel bill, that is pretty much a non-starter for me. Second, the breakfast buffet ends at 9:00 am. I have never, ever stayed at a hotel that stopped serving breakfast before 10:00 am. When you get in on a really late flight, you don't want to get up early for breakfast, especially given that check-out isn't until noon.
• AA

  Amanda A

  Nov 9, 2025
  5.0
  UPDATE 11/10/25: I was contacted by the highly professional Sal, who gave me insight and education into the booking processes. The hotel was not at fault and Sal was able to give me all the information needed to ensure the proper steps were taken in regards to this situation. His knowledge, respectful demeanor and over all customer service was a breath of fresh air and exceeded my expectations as a customer. 10/10 recommend, thank you Sal! I cancelled my reservation on 10/26 for my hotel reservation on 11/9 after knowing we weren't able to make our reservation due to my husband being active duty with the government shutdown (it was acknowledged and accepted as a non-refundable reservation I will say) HOWEVER, after the experience received I will not accept that. I have the email with the confirmation of my cancellation, but fast forward to today I receive an email that "it's time to get ready for check in". I call the hotel immediately this morning and they transfer me to some lady who says that my reservation is still active that they never heard from booking and that I needed to call booking to take care of this. I call booking and I speak to Joseph, and he confirms that he sees The initial request on October 26th confirming that I am canceling my reservation and he continues to inform me that the hotel did not respond within 24 hours so nothing was done about the reservation. I mentioned how Unacceptable That is as customer service as they should have followed through on ensuring that the reservation got canceled because I did my part as the person who made the reservation by reaching out and letting the company know that the reservation is no longer going to be fulfilled. He then informed me that he will send another email to embassy suites letting them know that the reservation is being canceled and they have 24 to 48 hours to respond which I find very inappropriate as the reservation is today. He then said that is the process he has to follow and I advised that I want appropriate compensation provided for this mistake on booking and embassy's behalf. This is absurd that I've had to call today and find out what the deal is when I did my due diligence on October 26th which was 14 days in advance. He told me that if embassy does not approve reserve the compensation that they will not be able to compensate and I informed him that I will be taking it higher up as that is unacceptable as booking should compensate for this mistake done on their behalf along with embassy. He then informed me that if I did not hear anything in 24 to 48 hours that I was to call back and I said that I will not be calling back. I expect someone to be in contact with me about this issue as I should not have even been put in this position as a customer and I informed him that if this is not taking care of appropriately that booking will lose my business and I will be sure to spread the word of the unacceptable provided customer service of booking.com
• JB

  James Blankenship

  Nov 6, 2025
  5.0
  2nd time I've stayed here and both times it was fantastic. Breakfast is included and they have a chef station where a chef will make omelettes to order. I had the same chef both visits and he was incredible. Great tasting food, comfortable beds, all around a great place to stay and it's right by the airport. I should include that I stayed at other Embassy Suites and they all have offered the chef service, but this location in San Antonio definitely has the best chef and the best omelettes.
• KK

  Kidnurse

  Oct 26, 2025
  5.0
  Conveniently located, less than 10 minutes from the airport. Hotel provided free shuttle service to and from airport. Complementary breakfast buffet offered a variety of options. Nightly happy hour was a plus. Friendly and professional staff. Christina from housekeeping was awesome! She was so pleasant, went above and beyond to ensure our room was clean and comfortable, greatly appreciate her! Would definitely stay here again. Thank you!

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