Homewood Suites by Hilton San Antonio Northwest

Size of the room was good. Location was good. Our AC wasn’t working so it was really hot in our room. The beds were really hard. All this made it really difficult to sleep. There were cars that had the windows broken and had been burglarized on the property. My cousin’s vehicle was one of the vehicles broken into. When we came out in the morning there were police everywhere and half the parking lot was blocked off. All these things made the trip much more difficult especially since we were in town for a funeral.

Enjoyed our one night but just feel sofas need to be deep cleaned as well as the tub but other than that price and easy access to restaurants was perfect!

Passable

The air conditioning stopped working on my first night. When I called the front desk I was told that maintenance wouldn’t be available until 3 p.m. The staff did try to help by bringing me a fan, and I propped open the windows since the weather outside was cool. I also noticed that the rooms had ceiling fans, which I’ve never seen in a hotel room before, but it helped the 2 nights. Maintenance eventually fixed the AC, but unfortunately, it stopped working again on the second night. When I called the front desk, I was given the same information about maintenance availability. The staff did their best to help and brought me a second fan. Thankfully, the AC eventually started working again before checkout. Although the front desk staff tried to help, having the AC fail on both nights of my stay was extremely frustrating and made for an uncomfortable experience. The rooms are old and very outdated, and overall, I would not recommend this hotel. I’ve stayed at other Homewood Suites locations, and this was by far the worst experience I’ve had with the brand.

Bathroom shower fixertues did not work correctly, no restock of dish washing ammentes, only 1 fork. Pests visible in hallway.

El hotel muy limpio y rico desayuno

Exceptional

Very clean room, staff helpful and friendly. Good food assortment for breakfast.

Superb

Superb

We were on the 4th floor and wasn’t a handicap room which we needed for the shower. The hall way was dark during the day, it was hot snd smelled like marijuana was so strong. And there was a visitor that was flying around like he owned the room his name was roach. It was my 1st time encountering a huge bug that was alive in a hotel.

We were on the 4th floor and wasn’t a handicap room which we needed for the shower. The hall way was dark during the day, it was hot snd smelled like marijuana was so strong. And there was a visitor that was flying around like he owned the room his name was roach. It was my 1st time encountering a huge bug that was alive in a hotel.

BAD EXPERIENCE

Nice hotel and close to eating and shopping!

The hotel is undergoing remodeling & we saw new mattresses, so they'll be replacing soon. Breakfast was good & filling (waffles or French toast, cereal, sausage, eggs, bagels, toast, oatmeal). Check-in was easy; We arrived after 12am and the young man was very nice. The entire staff was friendly and helpful. The carpet throughout the hotel needs a deep cleaning or replacement. The hallways & elevator were so hot! The gym was not operational due to remodeling. The hotel layout was kind of weird. Getting to our room was a maze but we got it eventually. The location was ideal, lots of restaurants and shipping nearby. We enjoyed our stay overall, would return to this location. We didn't use the hotel wifi so can't say anything about that.

Very nice place

The size of the room and bathroom was ok for our family size We were not advised that the hotel did not have hot water after driving 10 hours and being ready for a hot shower. The hotel carpet in the hall way was dirty and the room was dirtier. The kids white socks turned brown and the room did not smell fresh. There were roaches in the room, and mold. The kids woke up snotty, sneezing, itchy eyes that no one felt prior to our arrival. We spent the next morning trying to find another hotel to fit a family of 6...we were supposed to be at Sea World. After finding another room we had to get all packed up drive to another room, wait til mid day to be able to check in and get resettled and get everyone on allery meds to counter act the mold reactions. So it threw our entire vacation/visit back a day as we has to go to Sea World the next day and Aquatica the next, so it was a huge inconvenience and added extra unexpected financial issues for us.

The size of the room and bathroom was ok for our family size We were not advised that the hotel did not have hot water after driving 10 hours and being ready for a hot shower. The hotel carpet in the hall way was dirty and the room was dirtier. The kids white socks turned brown and the room did not smell fresh. There were roaches in the room, and mold. The kids woke up snotty, sneezing, itchy eyes that no one felt prior to our arrival. We spent the next morning trying to find another hotel to fit a family of 6...we were supposed to be at Sea World?. After finding another room we had to get all packed up drive to another room, wait til mid day to be able to check in and get resettled and get everyone on allery meds to counter act the mold reactions. So it threw our entire vacation/visit back a day as we has to go to Sea World the next day and Aquatica the next, so it was a huge inconvenience and added extra unexpected financial issues for us.

Very good

Poor

It w

It was good stay, room is clean and big, except for the toilet doesn't flushed and staff doesn't really care when we report it. :(

The water pressure is amazing, but the tub and the rugs need a big upgrade. All in all, I loved it and will go again. I just hope the renovation gets completed soon. I will continue to use this hotel so I may visit my family. Thank you to the Homewood team! Jessica- you’re a beautiful gem :)

Quiet Spacious

Quiet Spacious

Found this sign after we were there and never were offered any kind of snacks or drinks in our premium room.

Quiet. Convenience. Location. Clean. Lack of security. 16 cars were broken into. Luckily ours was not. When we arrived later, 10:00pm +, there was no staff in the lobby. Front door was not locked.

Very good

Quiet. Convenience. Location. Clean. Lack of security. 16 cars were broken into. Luckily ours was not. When we arrived later, 10:00pm +, there was no staff in the lobby. Front door was not locked.

Superb

The extended room options for big families! There are 5 kids and two parents so having the two bedroom option was incredible! The spacious accomodations fit us perfectly! Having two bathrooms was also much needed!! They were remodeling so there was a little construction mess and the gym was closed but other than that we would definitly stay again!

They were remodeling so there was a little construction mess and the gym was closed but other than that we would definitly stay again!

Very small breakfast area with extremely limited options. The breakfast selection was disappointing - honestly, it was less than what you would expect to be served to middle school students. Overall, a very poor breakfast experience and extremely disappointing.

There were ants in the room and

The room was not as clean as you would expect. The bathtubs both stained. The elevator was very dirty and smelled horrible. The staff was helpful but failed to warn customers that auto burglaries were occurring over night. The breakfast was good and that area was clean.

On my exit, I sat on one of the chairs and it was all wet... needless to say my behind got all wet... just hope it was water and not urine

Outdated rooms , horrible smell and Marijuana smell in halls and someone smoking it at entrance. Elevator not working morning desk clerk wouldn't give us extra towels , breakfast was garbage. Tub was stained dripped the whole time . 100% WOULDN'T RECOMMEND THIS PLACE HAS GONE TO CRAP .

Only problem was elevators on our side were not working. Going up the stairs with luggage multiple times was a little stressful. Suite was great.

Very spacious suite!

The staff was great, but unfortunately, the room did not meet our expectations. The air conditioning was not working throughout our entire stay, which made the experience uncomfortable.

The room was clean. The staff were friendly and very informative, and the breakfast was delicious.

Carpet in the elevator was disgusting. 3 cars got broken into overnight, while parked in the front of the hotel. No one seemed to care. All Hilton’s have seemed to have given up on using blankets. We are forced to sleep under a strange mattress pad instead of a real blanket with a consistent texture. They provide a quilted material, barely the size of the mattress, and then a sewn on ruffled sheet, like a dust ruffle. It is terrible to sleep under. Especially when that seem is torn. It’s very strange that hiltons use this

Breakfast was good and convenient. Staff was friendly, kind and helpful.

Bed was comfortable and water pressure in the shower was amazing! Everything else was fine as expected.

Friendly staff

We enjoyed our stay. The room was clean and in good conditions the bathroom was clean but a little updated. The pool was great. We love the location and the amenities.

The suite we got fit our family of 7 with plenty of room and no fighting. Practically a full kitchen helped as well with all the snacking. Breakfast was plentiful and we even got a chance sit in on social hour Wednesday night.

Not safe ! Avoid this hotel if you do not want to wake up with your car windows all broken .

The pillows where horrible. They were old and didn’t have any support :(

My whole stay was amazing. The staff were excellent and very hospitality. The General manager was very compassionate and understanding. His night staff was very friendly and very attentive to our needs. I will definitely stay there again.

Great location and convenient

The breakfast was cold and they were out of fruit.

Everything was great we loved our room, staff was very friendly the only thing that could have been better was the breakfast. Overall we were very happy

Quiet and excellent place to relax

The staff was very friendly. Especially the manager. He made sure I was comfortable. Only issues was the cleanliness of the room. Nothing terrible, but couldve been better.

Roaches in the room

Amazing spot to spend the night with family, receptionist Lili is very kind and sweet with visitors, highly recommended!

Perfect for large families! The hotel itself wasn't perfect but my family and I felt safe and we slept sooo comfortably. Seaworld was only 20min away. Would recommend for budget conscious families.

There is a HEB right across the street to get all that you need. Facility has a nice outdoor pool with seating and a gass grill area perfect for family hang outs.

Stayed for 4 days for spring break. Great hotel and location. The suite fit our family perfectly. Very clean and quiet.

Good location, cleanliness was just ok, especially the bathroom. Breakfast was mediocre.

Clean rooms

The hallway by our room always smelled like trash, the beds were terrible! It was like sleeping on a hard piece of wood, practically like sleeping on a hard floor. The parking was limited due to huge dumpsters blocking half of the parking. I made the front desk aware of the bed situation and all they said was that they would take down the information and pass it on to management but didn’t do anything about it! I would not recommend this hotel at all. It has been the worse experience we’ve had.

The secondary latch lock on the room door was broken and the shower faucets leaked creating a green film in the bathtub. The staff were nice but did nothing to help with my concerns besides telling me that they will be fixed once we checked out. We enjoyed breakfast.

The room was great, and although everything appeared very clean, the carpet did leave dark residue on the bottom of feet. Other than that, it was a great stay.

Staff was amazing. Room was nice.

The staff was really nice, front desk staff very welcoming. Lobby is nice and clean. Elevator is really old. Bounces every time it goes up and down. I got really nervous every time I had to ride it. Hallway in the 3rd room has a funky smell. I was nervous the room was gonna smell the same, thankfully it didn’t. Kitchen was clean upon arrival. Furniture is old and stained. TVs are old. Not smart TVs. Phones don’t work. Literally couldn’t call front desk. Had to unplug and plug back again several times and I could only get it to work once then didn’t get a tone again. Shower head was rusty and tub had an old water stain. Toilet was really clean. Towels too. No hair dryer bring your own. Beds are comfortable. Sheets had stains too 😢. Housekeeping is every other day. When they did go the room as not cleaned. Kitchen and bathroom counter were still messy. It seemed as if they only did the beds and turned on the dishwasher. They didn’t leave any towels in the room either. Realized this at night and couldn’t call front desk for towels since the phones don’t work. 😢. Breakfast was good. Varied during the 3 day stay.

Spotless room, great amenities, comfortable bed

The carpet had crumbs. Breakfast had limited and all artificial options. Receptionist could care less of the guests. The property is not well maintained at all. Hilton should look into stripping this hotel of its name.

Poor

Muy mala experiencia, él primer día abriendo la puerta à la llegada nos recibió una cucaracha y durante la estancia salieron 4 cucarachas más, en él elevator igual encontramos 2 cucarachas, nunca bajamos à desayunar por lo mismo. La limpieza muy mal, sábanas manchadas, nunca rellenaron él jabón de cuerpo, ni papel higiénico ni toallas. Muy mala experiencia.

I am writing to formally escalate a complaint regarding my recent stay at Homewood Suites by Hilton – San Antonio Northwest. The experience was unacceptable and caused significant hardship for my family. Upon arrival, the room was not properly cleaned. The dishes provided in the room were dirty and unusable. More seriously, the bathroom toilet became clogged and was completely unusable. This issue made the room unfit for occupancy. I immediately contacted the front desk for assistance. The agent on duty, Jose, stated that maintenance would not be available until 8:00 a.m., despite the toilet being unusable. I explained that I was staying with family and children and requested a room change, but I was told the hotel was sold out. I then requested a manager. Jose provided a business card for April Salazari, but when I called the number listed, it only rang back to the front desk. No manager was available, and no solution was offered. We were left without access to a usable bathroom overnight. This lack of cleanliness, failure to provide basic amenities, and absence of management support falls far below Hilton’s service standards. The situation caused stress, inconvenience, and discomfort for my family. Due to these conditions, I am requesting formal compensation, including a refund or partial refund, and documentation of this complaint. I would also appreciate confirmation that this issue is being addressed to prevent future guests from

Rooms in need of overall upgrade, carpets bedding, furniture. Didn’t have towels available. More than 12 hours to get clean towels

The property wasn’t very well maintain. There were no towels in the room. There was no soap in the soap dispensers in the bathroom when you went and asked the front desk for towels and maids didn’t wash towels that day so they didn’t have any available. You either have to wait till eight to 10 o’clock the next day to get a towel or you have to dry off of the washcloth andhand towel and the only thing you were told is we apologize the only thing to do is check out and go find yourself another hotel that was their answer.

Excellent breakfast and great staff

No vomment

Clean room, breakfast was ok.

Staff great. No problems checking in.

Everything was great. Close to the zoo and Riverwalk.

Habitación sucia La tina de baño descarapelada, el baño lleno de pelos Pedimos una suite de dos habitaciones, solo había aire acondicionado en la sala de estar y cocinera… en las habitaciones no funcionaba y solo había abanico de techo Pedimos que lo arreglaran y no se pudo

Room is very spacious, like an apartment

The bathroom was not clean

Nice hotel

Absolutely perfect!! We’ve stayed a couple of times and it’s ALWAYS been comfortable. Breakfast is delicious. There’s coffee available at all times.

Check in was smooth and easy. The room was really nice with its separate living and kitchen area. The only thing that was surprising was the two bags of decaf and only one regular. As a coffee drinker in the morning, I definitely need regular.

Roomy suite.

Able to get a 2 bedroom with 2 full bathrooms at a reasonable price compared to other locations!

My family love this Suites too!! My favorite they are super clean and beautiful. The suites are big enough for a family.

Clean room, staff, responsibility

Comfortable design, clean room, quiet, family friendly, convenient access (walking and driving) to decent dining.

Excellent service

I really recommend this hotel it is prefect for a big family.

very just needs better breakfast selection

The

I would stay here again if things were updated better. Smell in the hallway wasn't great if you try to use the gym right now I probably wouldn't recommend. There was rust in the restrooms in our suite, though it was very clean otherwise. The staff was pretty nice.

Hice

Very nice n clean

Nice place to stay

Awesome hotel

My family and I traveled over 5 hours to this hotel. When we were less than an hour from arriving the manager called to say the room I booked was no longer available! Claiming he went into the room to check it and the ac was out. They offered no comps or discounts for the inconvenience or anything it was a horrible experience and we had to try and find a different hotel they could accommodate my family at the last minute. I will never book a room at this location again. The manager left when he knew I was arriving and let another staff member deal with the issue of trying to put me and my family in a smaller room. It really ruined the first day of a much needed vacation.

The food for breakfast was tasty and fresh. The bed was comfortable. The WiFi worked well as I had to do some work from my laptop. The biggest concern were the roaches in the kitchen. I could not leave anything on the counter for fear it was being out the roaches. I saw two during my stay. One on the counter and one in the dishwasher.

everything great the room was very nice and big , breakfast and staff excellent

It’s not bad, just not great and the location is kind of crappy

My room air went out the first night of stay.

This is not a clean or safe place to stay. It made me sick due to the mold and water damage. I could not stay I left after a few hours. Elevator was poor operation

The room was spacious, the breakfast was the best we have had at a hotel experience.

Older, dirty bathroom, hair in the breakfast. Just overall not a great stay!

Room layout and space is great. Bed was comfortable.

I loved the breakfast and their choices of foods. I loved the Wednesday evening soup, salad, fruit and drinks. Pool could have been a little cleaner, but it was nice. This is my third visit to this hotel. It's separate bedroom is a big reason we keep coming back.

Staff was very accommodating and friendly.

The beds were comfortable and clean. The entire suite was clean overall. The only thing

Booking was for 2 adults and 2 children PROPERTY: Felt very unsafe. Vagrants everywhere just staring, random people walking through parked vehicles all day/night. Walked out to cops apprehending a few people at the end of the building Ramp was available to get up the sidewalk to the side entrance but no ramp to get into the door, so lugging your wagon or cart was next to impossible unless you went through the front BREAKFAST: Very small area to accommodate a large amount of guests made it feel like we were ants crawling over each other in a colony choices were poor Some hot items were cold Milk and juices were offered in water dispensers so they were at room temp ROOM: Decent living room. Older TV. Pull out sofa bed Small for a 1 bedroom suite. Door hit the side of the bed as you opened and closed it. No way to close off the restroom and vanity from the rest of the room. Only 2 of each sized towel for a room booked for 4 people. The kitchen was galley-style and roomy but only had 2 pots, a can opener, two large prep knives, 8 butter knives, 2 spoons and 2 forks. 4 each of plates, coffee cups that were dirty, glasses and bowls. No internet for the 1st night! Very spotty the 2nd night. Never again here.

I liked the breakfast options and how staff responded to our request

This was our second time to stay here. We love the spacious suites and the staff is always friendly and supportive. We will stay here every time!!

Great hotwl

I loved the customer service. But what I didn’t like was that upon check in I saw at least 4 roaches in my room by the kitchen area

great place

Nice stay, a bit outdated but the room was big. The area was quiet and close to major areas.

Laura Flores