Hilton Garden Inn San Antonio Airport

The location The elevators were out of order. The cleaning crew did not clean my room or provide us with clean towels. They did not have breakfast available because they couldn't find a chef to cook for them and open the restaurant.

That the elevator didn't work when I called I was put on hold forever trying to find out about a shuttle the shadow don't work after 4:00 to go to the airport and pick up passengers I didn't like the smell of the room I had to buy all kind of products to make it smell much better.

We booked a room for the whirlpool tub but was told when we got there that it didnt work! Pool was also closed while we were visiting

Clean

The TV didnt work the elevators didnt work they didnt have breakfast

The only positive part of our entire experience was the staff. They were exceptionally courteous, pleasant, and helpful throughout our stay. Unfortunately, their kindness could not make up for the condition of the facilities and the overall experience. Our experience was extremely disappointing from the moment we arrived. The restaurant was closed, and we were not informed beforehand. The elevators were not working, and the first room we were assigned was not ready. We were then offered a downstairs room. The Jacuzzi in that room was not working. We were told we could use it as a shower, so we reluctantly accepted the room. However, anyone familiar with the height and design of a Jacuzzi can understand how difficult and potentially unsafe it would be for two 80-year-olds to climb in and out just to take a shower. To make matters worse, we discovered one roach in the Jacuzzi and another in the bathroom. That was simply unacceptable.

mostly. lol was very good and comfortable the manager seemed to have an issue and couldn’t keep it to herself..maybe just having a rough day

It was nice and quiet That the elevator was out of service and we struggled to get our luggage up to the second floor. We settled for the queen instead of the king because the king bed was on the fourth floor.

It was nice and quiet That the elevator was out of service and we struggled to get our luggage up to the second floor. We settled for the queen instead of the king because the king bed was on the fourth floor.

Comfortable bed Had to lug 70lbs of bags 4 flights of stairs without help, room was not equipped with towels. I asked twice and towels were never brought to my work.

Comfortable bed Had to lug 70lbs of bags 4 flights of stairs without help, room was not equipped with towels. I asked twice and towels were never brought to my work.

Did not get to eat breakfast. I feel I deserve a partial refund. I did not get what I paid for. I nearly did not get a room at all. I thought that was the reason to book ahead. I got the last room which I think was not intended to be used. We did not have standard linen supply but bed was good. I thought that was reason to reserve a room, to be sure you get what you pay for.

Did not get to eat breakfast. I feel I deserve a partial refund. I did not get what I paid for. I nearly did not get a room at all. I thought that was the reason to book ahead. I got the last room which I think was not intended to be used. We did not have standard linen supply but bed was good. I thought that was reason to reserve a room, to be sure you get what you pay for.

Clean and friendly staff

Clean and friendly staff

No ELEVATORS!!

No elevator

No ELEVATORS!!

I saw cockroaches in the lobby area. Water damage and peeling paint on ceilings in lobby. Elevators are out of order, guest have to carry all their luggage up multiple flights of stairs. No ice or vending machines in ice/vending areas. My room didn’t have a smoke detector, just wires hanging out of the wall where it used to be. Hot water faucet handle leaks water all over counter in bathroom when turned on. Rolling desk chair in room is so worn it has a huge hole in it and doesn’t look safe to sit in.

A Hilton with broken elevators and sticky carpet? The color of the carpet in the pictures is not what youll get. Youll need to wear shoes in your room. Someone very angry came to see if I was leaving, about 15 minutes before check out. And they cant afford to fix the elevators.

Drain in bathroom was slow

Drain in bathroom was slow

Breakfast was great, room was adequate but not the king size whirpool room I paid for....the bed was queen size. The bed was ok but I could feel the springs in the mattress. Thankfully the stairs were not that bad to climb with our baggage despte the elevator being out. The elevator being out.... was told the elevator had been out 5 weeks already, but was not informed that it was out until we checked in. The original king room with a whirlpool that we were given on the 2nd floor did not have a working whirlpool, so we were switched to the 3rd floor with a working whirlpool, but the bed was not a king size but a queen sized. We could not raise the blackout shade in our room to let in sunshine because it was not working, and the view of the little creek was ruined by all the trash around it.

Elevator inoperable and has been that way for some time prior to the stay.

Shampoo was empty in our room. We tried to cancel the second night of our reservation due to the condition of the hotel but the hotel Manager was unavailable and unaccommodating.

Elevators have been broken, apparently for a long time. The pool is broken, apparently for a long time. The main area seemed stuffy. The rooms at least had good AC and were as clean as could be given the overall conditions.

Room was dirty and elevators were not working.

Elevators were broken. Didn't get the same type of room I paid for with the reservation. Appliances in room were broken. It used to be muc

****NO WORKING ELEVATOR***** It was not disclosed until we were checking in. They had a sign on the desk saying its closed without an ETA for when it will be fixed. From what they said it has been over a month. I am disabled so there is no way I could stay on the 3rd floor. I thought this would be a nice property since it is a "Hilton Garden" The fridge was small and had no freezer. The ice maker on the 1st floor was broken and removed, you had to get help or go upstairs They acted like I should just be ok or cancel. They just didn't seem to care that we purposely chose this property because of the jetted tub.

Well what I didn’t like that they were charging us 2 extra rooms and charge us again when you guys had already charged us still trying to talk to somebody about the charge

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The bathroom need a little TLC

This hotel was the worst Hilton I’ve ever been to. The evaluator was broken and they had no time frame of when they would be fixed. There was no ac in the halls or lobby. I had to walk up 4 flights of stairs every time. I ended up canceling my two night stay. The man at the front desk was nice and helpful.

The staff was very friendly. The hotel itself was not in great shape. The elevators were broken, ice machines were broken, much of the exercise equipment had out of order signs posted. The pool was closed for maintenance for a whole day during the weekend. It was just not up to the standard Hilton hotels usually are when we have stayed at Hilton hotels in the past.

Pool out of order Gym out of order Shuttle out of order Ice machine downstairs out of order The out of order signs were everywhere Location is kind of in the middle of nowhere Staff is very friendly

Elevator was not working. Toilet did not flush. Paid for breakfast and they did not have it available due to no staff. Communication was poor

Older hotel, could definitely use some updating but the rooms were comfortable and clean. Management did try to burst into my room randomly though because they thought I was a different guest. Luckily I had the lock on top. I’m a young woman traveling anlone so, two older men trying to come in was a little unsettling.

The elevators were broken and we were never told about that until we were checking in so we had a handicap person with us and they never offered us a room on the first floor and we have to carry all the luggage up to the third floor. And then the finish room that we had was smelling a mold so we had to switch to a different room so it's extremely difficult to get back and forth because of the elevators not working the entire time we're there I will never go there again and I would never recommend this place to anyone in fact I think they should burn it down and start all over again

This was the worse stay I've had at an Hilton Garden Inn. The elevator was out of service yet they still put me on the 3rd floor. The stairs were nasty. The carpet looked like it was old a moldy. It didn't smell clean. The room was ok however the sink wouldn't drain. I told them about it on my first night and no one even came to try to fix it. The toilet couldn't be flushed you had to have the strength of a man to flush it. Only had 1 set of towels in the bathroom with no washcloths just dry towles. And my car was broken into in the parking lot.

The elevator was broken so we had to change rooms for my mother who can not do stairs. We were put in a hot tub room that was broken and had to move all of our belongings to another room up upstairs. The front desk said they have a list of them that do not work and we should not have been put in it initially.

Very nice!! Loved everything about it. Elevator was down and we were on the 3rd floor is the only inconvenience but we didn't mind having to use the stairs at all. We will be returning

No elevator, we had to walk four flights of stairs. We could not check in upon arrival at 4 o’clock. The beds were very comfortable in the shower was hot. I would say this is the worst Hilton Honors accommodations I’ve ever had.

We got there to check in and we didn't get the king room with jetted tub because the elevators weren't working and they had to put us on the first floor.Even if I wanted to use the pool it was closed due to them working on it.There was no AC in the lobby but luckily the room had ac,The restaurant in the hotel was closed because the cook went home early.Our bathroom was dirty and the wire soap dishes were rusted.I wish I would have taken pictures.The beds were hard I guess Great for someone that likes a hard mattress.I had high hopes for this hotel,from the pictures and some of the reviews.They really need to think about taking out the old carpet in the rooms very dated,and for some reason our phone didn't work.And the closest ice by our room had nothing in it and the vending machine was also empty.My husband had to go all the way up to the front desk just to get a bucket of ice.We would not stay here again.

Pool closed No towels, bath soap, toilet paper, room phone didn't work Next morning told front I needed room service. Four hours later I went down 3 fleets of stairs again to report I needed room service. No service. I went and got toilet paper & towels from a cart. Used my shampoo as soap

Worse hotel stay ever. Elevators were broken. I have bad knees and asked for 1st or 2nd floor. We were put on the 4th. Hotel was broken down and dirty with stains and chunks of dirt in carpet. AC in the halls was broken or off. Arrived in the room and there were no towels. My husband went to front desk and there was a line of people who did not have towels. No ice in ice machines. Gym was dirty. Water station in gym was empty and needed to be cleaned. Refrigerator was broken and food we put in it went bad. We called Hilton Honors and they had not adequate response. We asked to be moved and they did not move us. We paid Hilton prices for a dump.

There was no soap to wash your hands with and I want to ask the staff he said he couldn't find any at all. The ice machine was not working and I don't remember if it was either the washer or the dryer that was not working either. I'll never stay there again would not recommend it.

The elevators did not work. The room I reserved was not available. No help taking luggage up the stairs

Stay wasn’t the best! Was given the key to someone else’s room, when I entered them man was getting undressed. Went to get it fixed. then got a room I didn’t even book, For booking a week in advance. Stay should have been ready!

Absolutely unpleasant stay. Elevators were out of order. No towels at all in our room. Called the desk and they literally only gave us a wash cloth because that's all they had available. They were non apologetic whatsoever

AC in the lobby wasn’t working, neither elevator was working. Room I booked had to be changed to a more downgraded one. Only one towel was given, NO other small towels or hand towels . I was on the 4th floor and it was exhausting going up and down . Awful experience . But the guy in the front office did his best , I feel sorry for him because it wasn’t his fault. That hotel has gotten real run down compared to the two other times I’ve been there.

The hallways and front area didn't seeem to have air conditioning, and you had to pay to eat breakfast as well. It was free to park, but didnt seem like the outside was very well maintained, it had a ditch with trash filling up not far from the hotel. I know that's not their fault but it was a close eyesore, that should be fixed or cleaned up to make the hotel more inviting and attractive. Also it seems that the front desk staff should be more helpful and welcoming and willing to help guests more.

The elevators were out of order, there was no shampoo in the shower, the clean towel was stained and the jetted tub didn't work. The only saving grace was their front desk attendant, Whitney. She was so kind and tried everything to make us comfortable. Although she was the only one working she did it with a kind and happy smile.

50$ fee for checking out at 1230. Horrible. Im handicap and the elevator was out while room was on the 4th floor. Lobby is hot and steamy as hell. No ice machines on any floor except 1st floor. So imagine my surprise when I had to walk back down to the lobby from the 4th floor for ice. Room had holes in the walls. Outlets falling out of the wall. Wont be back there.

Carpet in the room was malodorous. No towels in the bathroom. No shower. Only tub with difficult entry. Drapes on the window needed repair. Wallpaper peeling off the walls.

Arrived, proceeded to check in and was informed that the room I had booked and paid for was under renovation. After some back and forth clerk was able to get the room I booked. I then asked about the pet policy since the ad claimed pet friendly. Was informed that they would waive the 75 dollar pet fee due to the mishandling of the booking. Checked out the next day and was charged the pet fee. I would not recommend this hotel for the amount of 180 bucks I could have stayed at a Drury downtown with my pet and a jacuzzi tub for less.

Upon check-in, I was told only one elevator worked. The staff was friendly and helpful. upon entering my room, it smelled like mildew as soon as I open the door the room was clean however they need to renovate because the paint is chipping. The grout in the shower is coming off and there were not enough towels. On my last day that I stayed both elevators did not work so I had to use the stairs carry all my luggage up and down the third floor other than that, this day was mediocre at best. I will not stay again and I don’t like writing bad reviews. I was hopeful that was the reason why I chose that hotel because it was Hilton, but I will stick to staying at other hotels.

Pet-Friendly, Great Staff

I stayed at this hotel once and loved the room.setting, but jacuzzi did not work. I rented it twice, with ample time ( 2 weeks before) and made sure it had a jacuzzi. The front lady stated she had rented out the rooms earlier because it was a spurs game night. That was quite unfair because I had paid it 2 weeks in advance. Not only that, the jacuzzi did not work again. I'm very disappointed.

Needs a lot of work. Building is run down and needs numerous repairs. Elevators not in service , toilet kept running , floor tiles in the bathroom broken. Cigarette holes in bedding and furniture. Exterior looks run down and ravine to the rear of the property full of trash. Definitely would not stay here again or recommend not worth the money.

Nice quiet stay. No major complaints. Timers on parking lot lights seemed to be off. Parking lot would be dark until a few hours into the night. Staff were welcoming and helpful to me and my dog.

Great stay. Thanks very much, blessings.

Beds were fine. Very much in need of a remodel. Ceiling above the shower was “patched” and coming down. Very old, out of date hotel.

Police and trash behind their property might be things out of their control. The maintenance of the building and coffee making are in their control and inexcusable. The plus sides of this hotel are the location, which is incredibly convenient, and the rooms are quiet. There are many things that can be improved upon to live up to the standards of the Hilton brand.

During my stay here I believe they were short staffed on cleaning attendants so thats the reason for my 3 star on service. Other than that everything else was very clean , bed was comfortable, and pool was refreshing! Gym has just the right amount of equipment to get a nice pump in and the lady in the front desk "Destiny" was very helpful throughout my stay and also supplied towels I needed a new set. I do recommend this spot especially the jacuzzi rooms 👌 good for couples.

Was not allowed to have breakfast they claimed we did not pay for that option when we did. Our room didn't have towels or soap. Took us over 30 min downstairs to get towels. The hotel is in need of repairs and updates. Also, had to wait a long time when we were checking in. The one girl working there was complaining she had been there over 14 hours.

The room was clean and the staff were helpful.

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Stayed here 2weels prior only it was a double queen and had no issues so what ever.

I enjoyed my stay here everything was clean spacious The staff was very nice. The pool was awesome. The only thing I didnt like was the fridge in my room was not working, but other than that, it was great.

Our stay was good, the elevators were not working but when you’re eating out a lot that’s a little mini workout. We stayed for the weekend and the lady in the front desks was kind enough to hold the room next to mine for my sister so we would have an adjacent room

The staff was nice. But, I won’t stay there again.

It was a very pleasant stay there. I have never used this hotel for my stays but it was very beautiful place to stay at.

Overall is was really good for the price and I will be stay there in the future.

Outdated room interiors, exposed wires on AC unit, empty conditioner bottle in the shower; reserved a king bed room with jetted tub but they ended up not having that room available. Staff were nice but unable to help with the room availability situation. Fruit flies/fungus gnats everywhere. Overpriced for the mediocre quality. I rarely give bad reviews..

The phone in our room was not working. The A/C were our kids stayed was leaking and the fan could not turn off. It was very cold at night.

They didn't have breakfast.

We had a brief stay but the desk attendant was very nice and the room was clean. I personally like that the Hilton Hotels have a Keurig coffee make in each room.

Several vehicles were broken into this morning including mine. The gentleman that was there this morning wasn’t very helpful.

Loved the look of the place, the room was comfortable and convenient, staff was very helpful. I will stay here again when I come to San Antonio

This hotel was very clean and all the staff were very nice and welcoming, would definitely stay again!

I’m fairly certain we had mold on our bathroom ceiling and when we asked for towels we were told to wait an hour and then never got any.

Unfortunately we had a leaking toilet that got so bad throughout the days, the tv volume was unable to raise, and food was left in the fridge. Showed up for check in at 3pm but no rooms were available/clean. Was told to sit in lobby and it should be “within the hour.” Had to keep waiting in line to check on status and did not get in my hotel until 5pm after I was told to go check my room (cleaning lady still in there). We also asked for towels in the morning, was told they’d be sent to the room, came back 8 hours later and had to get in line to ask for them again since they never showed up. Zero reimbursement was given when I asked, only a “hope you understand” so this made me very late to my event that evening. Very shocked that this is considered a 3 star hotel since things were not handled very well :(

Good

Nice front desk staff and cooks. Available food options, rooms in need of repairs and updates, no maintenance staff to assist with needs, one elevator working for a hotel with four floors. Not the best experience.

Check in time is 3:00pm and took a long waithing time for checkin. Then there is no room available. Wait again and you have to ask to get a room. So much noise whole night

I had to wait 45 minutes for my room. I went in at 14:15 to see if possible to get an early check in but was told by Front Desk staff cleaning staff was running behind. Came back at 15:00 which is check in time…room wasn’t ready. Got my room at 15:45. Then the “FREE” breakfast was a joke. Only one elevator working as well. TOWELS we had to wait for freaking towels the front desk told my partner we would have to wait for customers to check out their rooms wash those then we would be able to get some. 14:45 and I had to ask a housekeeper for them. These establishment was out our budget but for our 20th Anniversary wanted the jetted tub. I am very very disappointed with my stay. I will not

My check in was not the best, but it was ok. Usually they explain if any reservation have or not breakfast, also, ice machine locations, etc. Mine was without any information from the staff.

Will stay again

Room was very clean we barely interacted with staff besides a sweet lady from housekeeping Ice machine seems to always be broken this is our second stay at this location this time it was HOT inside of the hotel like unnecessary baking it wasn’t this hot during our last stay besides the scorching heat/humidity this is a great location not far from SA great attractions seeing how we were on vacation with our kiddos the mall & great foods was all less than 15 mins away

Everything was horrible. The condition of the hotel was a disaster. The only thing that was kept up was the lobby. The lady who checked me in was very nice to me and another guy on night shift was ok. I was traveling with my friend because our daughters had a cheer competition and the lady who checked her in was very very rude. There was a cockroach and her room and they sent the CHEF to come and grab it 😒. This was the worst experience ever from Hilton Garden.

there was no airport shuttle. The beds, carpet, bathrooms were in serious need of replacing. The tub drips badly. Everything is very old. Looks nothing like the picture shown.

Property had roaches in the room rusted and stained sink and tubs and water releases in ceiling and paint peeling and cracks in walls elevator also got stuck I'll never stay here again

No one had towels in the rooms…. Or your basic toiletries. Pool water was so cloudy (indoor pool) stuff not helpful. There is no bar as stated. Multiple things broken in rooms. Never again!

Took over 45 minutes to check in. Had no towels in our room or body wash. Was told at the front desk they were completely out. Pool is way too small. Would not recommend this place. Very nasty

The only issue i had was that breakfast was not ready at 6 am and it took an hour more to open , i was running late to a business meeting because i had to wait and still did not get breakfast

The elevator was broken and I did not have enough towels. The service person knocked to bring me more and didn’t even wait for me to open the door but barged in. Good thing I wasn’t changing. This place is very outdated and needs some room updates for sure

Great customer service

The shower/bathtub was not at all. It had an open bar of soap on the soap rack and had hair in the tub. We have pics. The shampoo was empty as well.

Sadly this hotel is declining. Whirlpool and jetted tubs are no longer working properly and they leak water all over the carpet, the floor, and the adjacent wall. I had to change my room 2 times. This is my third stay at this hotel and it is the same. Save your money and go somewhere else.

There was a urine smell or somelike that. The jetted tub in room was not working. That was the reson why i booker that room. When asked they said they are not guaranteed to work becauee of hotel renovations. But the hotel looks like it has not been touched in years.

Didnt receive the room we booked, second room we were given hadn’t been cleaned so we ended up with our original room. Manager never checked to see if he could fix the situation during the stay. The toilet ran every couple minutes and there must be a leak because it was always a bit wet by it. Gym was closed. Not able to get coffee until 8. Was not worth the time rice we paid. Will not be staying there again.

The only positive was a very friendly staff.

The restaurant was not even open in the evenings for anything

Our vehicle was one of 12 broke into 50 yards from front door, broken security cameras and security guard with criminal record who didn’t want to give statement to police. Hotel knew of incident when it happened and refused to notify guests. I had tracking tags which could have led police right to criminals but hotel said “it happens a all the time and police don’t do anything “

They advertise a bar it’s closed until they get a permit. They charged me 3 times still in dispute

ok

Great

Good

Broken lamp in room but all else was good

I left without going to my room since I had to scramble to find another restaurant within 10 mins. When I came back I went up the room 426 for the first time. There was a do not disturb sign on the door. I thought it was weird. At first my key card did not Work. When it did I walked in and immediately locked the door. I took a few more steps and saw the bed was in shambles and looked like this was an occupied room I started to leave and could not unlock the door. Then the bathroom door started to open, I finally got Out of the room very scared. I went to the front desk, visibly shaken. He said, that does not usually happen. I had to keep explaining what happened. He sent someone to check the room they were assigning me to now. They said the mew room was perfect. They gave me the room next to the one that scared me to death. Needless to say, I will not stay here again. This is terrible.

Nice staff, flexible with check in & quiet hotel overall

Staff was super friendly. Check in and check out were easy. Hotel was clean and accessible. Price was outstanding!

Room was clean and staff was courteous.

And on top of these trivial things my vehicle was broken into in the parking lot. Another vehicle had their window broken next to mine- realize this isn't the hotels responsibility but they obviously have an issue with break-ins from my conversation with the police officer who came out- a security patrol seems warranted.

I dont think that I'll be staying here again.

Room assigned had terrible odor No carts available for luggage

Room had terrible odor like fish. Had to request room change

Staff is outstanding!

N/A

Hotel was clean and staff was friendly