Embassy Suites by Hilton San Antonio Riverwalk Downtown

Reviews

• MM

  Makenna Morrison

  3 days ago
  1.0
  ‼️ DO NOT NOT STAY AT THIS HOTEL! PLEASE READ MY REVIEW! BED BUGS & BLACK MOLD ‼️ This was the worst experience I have ever had on a vacation. This hotel is truly the worst place I have ever been, and it felt like my worst nightmares came to life. I arrived on Saturday around 5 p.m. The valet stacked more than nine suitcases onto a luggage cart to bring them to the room, and they dropped the suit cases on my car, scratching the hood. The scratch eventually came off, but they never acknowledged it or apologized. The next incident completely horrified me. When we got to our room, I set down my things and went to the gym. When I came back, there were bed bugs on the wall. I called management immediately to explain the situation, but they hung up on me and never called back. I called again an hour later, and a woman answered, saying a manager would return my call. The front office manager, O’Brian, finally called back and told me they would switch our room, asking us to come to the front desk. We packed up all our belongings, went downstairs, and he handed me three dollars to dry any bugs off our clothes mind you, there were two of us. I told him I wanted a refund, and he agreed to compensate one night. On Sunday morning in the new room, I went to meet with O’Brian again because I had bed bug bites on my stomach, as well as photos of bugs on the wall of the new room. This place is infested. He even admitted that after our first complaint, he went up to the room and found bed bugs himself. I told him I wanted full compensation for both rooms, and he agreed my father even recorded him saying this. When I checked out Monday morning, O’Brian had only comped one night. Jasmyne, the Senior Guest Service Manager, told me it appeared that only one night had been removed. I played the recording of O’Brian stating he would compensate both nights. Jasmyne eventually removed both nights, but I still had to pay for valet even though they dropped suitcases on my car. They tried to rip me off and was so nonchalant about this issue. This hotel is infested with bed bugs, has horrible management, and shows terrible communication. The fact that they know about this infestation yet continue to keep the hotel open and expose guests to this is absolutely disgusting and horrifying. I spent my whole trip sick and scared to bring bed bugs to my own home because of these people! I spent hours of time when I got back to my hometown at a laundromat because they aren’t addressing or fixing this issue but are obviously aware.
• HR

  Harley Rhodes

  3 days ago
  1.0
  ‼️ DO NOT NOT STAY AT THIS HOTEL! PLEASE READ MY REVIEW! BED BUGS & BLACK MOLD ‼️ This was the worst experience I have ever had on a vacation. This hotel is truly the worst place I have ever been, and it felt like my worst nightmares came to life. I arrived on Saturday around 5 p.m. The valet stacked more than nine suitcases onto a luggage cart to bring them to the room, and they dropped the suit cases on my car, scratching the hood. The scratch eventually came off, but they never acknowledged it or apologized. The next incident completely horrified me. When we got to our room, I set down my things and went to the gym. When I came back, there were bed bugs on the wall. I called management immediately to explain the situation, but they hung up on me and never called back. I called again an hour later, and a woman answered, saying a manager would return my call. The front office manager, O’Brian, finally called back and told me they would switch our room, asking us to come to the front desk. We packed up all our belongings, went downstairs, and he handed me three dollars to dry any bugs off our clothes mind you, there were two of us. I told him I wanted a refund, and he agreed to compensate one night. On Sunday morning in the new room, I went to meet with O’Brian again because I had bed bug bites on my stomach, as well as photos of bugs on the wall of the new room. This place is infested. He even admitted that after our first complaint, he went up to the room and found bed bugs himself. I told him I wanted full compensation for both rooms, and he agreed my father even recorded him saying this. When I checked out Monday morning, O’Brian had only comped one night. Jasmyne, the Senior Guest Service Manager, told me it appeared that only one night had been removed. I played the recording of O’Brian stating he would compensate both nights. Jasmyne eventually removed both nights, but I still had to pay for valet even though they dropped suitcases on my car. They tried to rip me off and was so nonchalant about this issue. This hotel is infested with bed bugs, has horrible management, and shows terrible communication. The fact that they know about this infestation yet continue to keep the hotel open and expose guests to this is absolutely disgusting and horrifying. I spent my whole trip sick and scared to bring bed bugs to my own home because of these people! I spent hours of time when I got back to my hometown at a laundromat because they aren’t addressing or fixing this issue but are obviously aware.
• HR

  Harley Rhodes

  5 days ago
  1.0
  THIS HOTEL IS INFESTED WITH BEG BUGS!! MANAGEMENT IS HORRIFIC PLEASE READ MY REVIEW BEFORE STAYING AT THIS HOTEL. This does not even deserve any STAR This was the worst experience I have ever had on a vacation. This hotel is truly the worst place I have ever been, and it felt like my worst nightmares came to life. I arrived on Saturday around 5 p.m. The valet stacked more than nine suitcases onto a luggage cart to bring them to the room, and they dropped the suit cases on my car, scratching the hood. The scratch eventually came off, but they never acknowledged it or apologized. The next incident completely horrified me. When we got to our room, I set down my things and went to the gym. When I came back, there were bed bugs on the wall. I called management immediately to explain the situation, but they hung up on me and never called back. I called again an hour later, and a woman answered, saying a manager would return my call. The front office manager, O’Brian, finally called back and told me they would switch our room, asking us to come to the front desk. We packed up all our belongings, went downstairs, and he handed me three dollars to dry any bugs off our clothes mind you, there were two of us. I told him I wanted a refund, and he agreed to compensate one night. On Sunday morning in the new room, I went to meet with O’Brian again because I had bed bug bites on my stomach and I slept with a long sleeve, long pants on and socks as well as on top of the sheets. photos of bugs on the wall of the new room. This place is infested. He even admitted that after our first complaint, he went up to the room and found bed bugs himself. I told him I wanted full compensation for both rooms, and he agreed my father even recorded him saying this. When I checked out Monday morning, O’Brian had only comped one night. Jasmyne, the Senior Guest Service Manager, told me it appeared that only one night had been removed. I played the recording of O’Brian stating he would compensate both nights. Jasmyne eventually removed both nights, but I still had to pay for valet even though they dropped suitcases on my car. They tried to rip me off and was so nonchalant about this issue. This hotel is infested with bed bugs, has horrible management, and shows terrible communication. The fact that they know about this infestation yet continue to keep the hotel open and expose guests to this is absolutely disgusting and horrifying. I spent my whole trip sick and scared to bring bed bugs to my own home because of these people! I spent hours of time when I got back to my hometown at a laundromat because they aren’t addressing or fixing this issue but are obviously aware.
• SA

  Sharon Abercia

  Nov 15, 2025
  1.0
  Do not go to this hotel. First the rooms are dirty, the walls are chipping off, the carpet is filthy and their attitude is horrible. I first checked into a corner room, which was very spacious. I went into the bathroom and found the most sickening bath tub, with rust coming down the knobs of the tub. It was yellowish orange and gross. I asked for another room and they gave it to me with great customer service. When I went to the second room the bathtub was even worse. When I called down the man who answered was so rude about changing me. He asked if I wanted to cancel my reservation. I hung up and went down stairs. I spoke to the same women that put me in the room and it was like she was a completely different person. He options are not what I wanted a King bed for me and my grown son? So she said the same thing the guy said. Do you want to cancel your reservation? Are you kidding me. What kind of customer service is that. So I was put in a smaller room, the bathtub doesn't have rust it just has a black ring around the tub. the carpet is so stained that I wouldn't walk without my shoes and the walls are chipping off. And the response is take it or leave it and that will be $300.00. I am so upset about being taken advantage off and they just don't care. Never again Hilton
• MJ

  Marquis Jackson

  Nov 12, 2025
  2.0
  Disappointed Stay at Embassy Suites Riverwalk; I stayed at the Embassy Suites Riverwalk in San Antonio this weekend for one night. We originally planned to stay three nights, but after checking in, we quickly realized that for the price we were paying, the room did not meet the expected Hilton standard. While it was nice that we were able to get our room a little early, the bathroom and door frames showed noticeable maintenance issues that were unacceptable for a property of this brand and cost. The room also had a strange odor, and we discovered pet hair in the bed and on the bedding. Because of this, we decided to end our stay early. However, we were still charged a $75 cancellation fee. As a Hilton Honors member and a Hospitality Leadership graduate, I was highly disappointed. It’s disheartening to see such a well-known brand show so little concern for guest experience — something that should always come first. Pets should not be allowed to sleep where future guests will, especially in bedding, due to allergy and health concerns. The pet-friendly policy seems to have gone too far, compromising cleanliness and comfort for other guests. Additionally, the evening kickback could use some improvement — the small food selections served with drinks were limited and underwhelming. On a positive note, the breakfast was outstanding, especially the made-to-order omelets, which were a highlight of the stay.

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