Kimpton Santo San Antonio - Riverwalk by IHG

Reviews

• KA

  Karly Alva

  6 days ago
  1.0
  Our stay at this hotel ended up being a very disappointing experience. At check-in, we paid a $100 deposit, and although all of our expenses during the stay were paid, we were later informed that the deposit had been used to cover other charges. We were not given a clear explanation or an itemized breakdown to justify keeping the money. In addition, we accidentally left a valuable personal item in the room and called only a few hours after realizing it was missing to report it. Initially, we were told that the hotel would look for it and try to return it to us. However, when we called again, we were simply told that the item was lost, without any concrete solution or explanation of what had happened. We also understand that when a guest leaves a personal belonging in a hotel room, the hotel has a responsibility to properly secure and retain the item for a reasonable period of time—especially when the guest reports it missing within just a few hours. If the item remains unclaimed after the applicable lost-and-found retention period, the hotel may then handle it according to its policies. That was not the situation here: the item was reported missing almost immediately, yet we were told that it had already been lost. What was most concerning was the lack of transparency and the contradictory responses we received. We believe both the handling of the deposit and the disappearance of the personal item deserve to be investigated by management. We hope the hotel reviews what happened, clearly explains why the $100 deposit was kept, and investigates what happened to the missing item. We recommend that future guests ask in writing about the deposit policy and be especially careful with their personal belongings.
• CA

  Clara de la Caridad Muniz Alarcon

  6 days ago
  1.0
  A Very Disappointing Experience — Deposit Kept and Personal Belonging Missing We stayed at this hotel as a family to celebrate my friend Claudia’s birthday, expecting to have a nice experience. Unfortunately, our stay turned into a very disappointing one. At check-in, a $100 deposit was charged. All of our hotel expenses and bills were paid at the time. However, when we checked out, the deposit was not returned. When we asked about it, we were told that the hotel had used the deposit to cover hotel expenses, even though those expenses had already been paid. We were never informed that the deposit would be used this way, nor were we given an itemized bill or a satisfactory explanation for keeping the money. Unfortunately, that was not the only issue. Claudia’s husband accidentally left a high-value sweater in the room. Approximately one hour after leaving, he called immediately to report it. During the first call, a gentleman assured him that they would look for the sweater and return it if they found it. However, when he called again later and spoke with someone else, he was simply told, “Oh no, your sweater was lost. We’re very sorry.” And the solution? None. The first employee’s promise was apparently forgotten, and no explanation or meaningful solution was provided. We understand that hotels have procedures for lost-and-found items, but when a guest reports a valuable belonging only about an hour after leaving, we expect a serious and responsible effort to locate it. The combination of $100 being kept without a satisfactory explanation and a valuable personal belonging disappearing after our departure left us with a terrible impression. This is not simply about the money or the sweater. It is about trust, transparency, accountability, and respect for guests. I sincerely hope management investigates both situations and provides an explanation regarding our deposit and what happened to the missing personal belonging. My recommendation to future guests is to ask for the deposit policy in writing and be extremely careful with your personal belongings.
• CH

  Claudia Hidalgo

  6 days ago
  1.0
  Mi experiencia con este hotel fue muy decepcionante y, sinceramente, me siento estafada. Me hospedé aquí por mi cumpleaños, el 24 de julio, y al hacer el check-in pagué un depósito de $100, como normalmente se hace en los hoteles. Me dijeron claramente que ese dinero sería reembolsado después de mi estadía. Pasaron los días, llamé varias veces para preguntar por el depósito y siempre me decían que esperara cierta cantidad de días. Finalmente, hoy me dicen que esos $100 fueron aplicados a mi cuenta por los consumos realizados durante la estadía. Eso no tiene sentido, porque al momento de salir del hotel pagué completamente todo lo que se había consumido en la piscina, una cuenta de más de $700. En ningún momento me informaron que estaban utilizando mi depósito de $100 como parte de ese pago, ni se me explicó nada parecido. Si realmente lo hubieran aplicado a mi balance, eso debió quedar claramente reflejado y explicado desde el momento del check-out. Además, el mismo día que salimos del hotel nos dimos cuenta de que mi novio había dejado olvidado un pulóver de la marca Alo, valorado en más de $80. Llamamos ese mismo día para reportarlo, precisamente para evitar que se perdiera, y aun así nunca apareció. Considerando que avisamos inmediatamente, resulta muy difícil entender cómo un artículo dejado en la habitación simplemente desaparece. Entre los $100 del depósito que nunca me devolvieron y el pulóver que tampoco apareció, mi experiencia terminó siendo completamente negativa. No se trata solamente del dinero, sino de la falta de claridad, responsabilidad y confianza en la manera en que se manejaron ambas situaciones. Espero sinceramente que la administración revise mi caso y me dé una explicación adecuada, porque hasta ahora la respuesta que he recibido no me parece justa ni transparente. My experience with this hotel was very disappointing, and honestly, I feel like I was taken advantage of. I stayed here for my birthday on July 24, and at check-in I paid a $100 deposit, as is normally required at hotels. I was clearly told that this money would be refunded after my stay. Days went by, and I called several times asking about the deposit. Each time, I was told to wait a certain number of days. Finally, today I was told that the $100 had been applied toward charges from my stay. That does not make sense, because when I checked out, I paid the full amount for everything we had consumed at the pool, which was more than $700. At no point was I told that my $100 deposit was being used toward that balance, nor was anything like that explained to me. If the deposit was truly applied to my bill, it should have been clearly reflected and explained at the time of checkout. On top of that, the same day we left the hotel, we realized that my boyfriend had accidentally left behind an Alo shirt worth more than $80. We called the hotel that same day to report it, specifically so it would not get lost, and somehow it was never found. Considering that we reported it immediately, it is very difficult to understand how an item left in the room could simply disappear. Between the $100 deposit that was never refunded and the Alo shirt that was never recovered, my overall experience ended up being extremely negative. This is not just about the money; it is about the lack of transparency, responsibility, and trust in the way both situations were handled. I sincerely hope management reviews my case and provides a proper explanation, because so far, the response I have received does not feel fair or transparent.
• FS

  Frederica Skormin

  Aug 14, 2026
  5.0
  Аn absolute masterpiece of hospitality in downtown San Antonio! I have stayed at some of the most elite, top-tier establishments across the United States, but the level of service at Kimpton Santo is completely unmatched. In America, service can often feel transactional, but here, the entire team understands true luxury—from the incredibly polite valet parking people and front desk staff to the flawless maids. A special, heartfelt recognition goes to the wonderful waitress, KALI. Her service was especially outstanding, attentive, and spectacular. She carries herself with immense dignity and genuinely went above and beyond to make my dining experience perfect, even ensuring a fresh, clean glass was brought out the exact moment I changed my wine. This level of meticulous care and high-end hospitality is something I have rarely seen outside of the finest establishments in Europe . Everyone should be trained to serve like her! Beyond the world-class staff, the hotel itself is a dream. The absolute cleanliness is striking. The room features a comfortable , high-end shower with amazing, top-quality body products. And the rooftop bar and pool area are simply breathtaking. I honestly do not understand why anyone would choose to stay anywhere else in the city when this hotel exists. A flawless 5-star expedience.
• AA

  Alberta Aragon

  Aug 10, 2026
  5.0
  We stayed 3 nights in the Hemisfair Suite. Our room was fabulous. We were on the 7th floor & the views were spectacular. The TV's are smart TV's. The bed was soooo comfortable! The mini fridge is tightly nestled inside the cabinet in the bedroom. The living area was very spacious. It was nice to have the dining area. Now you won't be able to turn the AC below 66⁰. This wasn't THAT bad actually, but I like to turn the AC down to 62⁰ at night. The floors are concrete. I thought MIGHT be weird, but actually turned out to be pretty cool. The staff here is definitely a cut above. From valet, to front desk, to housekeeping, to anyone else we encountered here, made our stay that more enriched. We did eat breakfast at Dean's every morning. 10/10 definitely recommend. The hotel itself is situated in a prime location. We never got our truck out to leave. We walked everywhere. The Riverwalk, 5 minute walk. The Alamo, 10 minute walk. We went to Riot Comedy Club, about 13 - 15 minute walk. There is a cool park right across the street to take the pooches to. We had the best time. We walked to local attractions, then we're able to walk back & chill in our room & get out of the heat in San Antonio. Thank you Kimton Santo, San Antonio for making my birthday 1 to remember.