JW Marriott San Antonio Hill Country Resort & Spa

Our family was threatened by another family at this resort. Management did not interview everyone who witnessed the attack on our family and did not review any camera footage. Instead they judged us for what we can assume is because we are a transracial family and decided to just believe the people who threatened us. Our 11 year old son and his friend were completely traumatized as the hotel forced us to drive home 5 hours in the middle of the night with no real explanation other than they just decided to believe the people who threatened us. This hotel allowed people who were very clearly violent towards our child to stay at the resort and forced our family to leave. In addition, our room was dirty, the pool area trash was overflowing, and the food is very overpriced and low quality. Stay far away from here if you value your money and safety.

We had another amazing experience during our fifth visit to the JW Marriott Hill Country. Each time has been wonderful. The lazy river and the overall pool experience are both fun and relaxing. I want to give a shout-out to the servers at Cibolo Moon. Evan is fantastic—my daughter remembers him from our last trip and specifically mentioned that he was a great server. Sure enough, on this visit, he was our server again. Ms. Rosa is also amazing and incredibly kind. We enjoyed dinner at 18 Oaks, where Oscar, our server, was excellent as well. Overall, the team at the JW Marriott Hill Country is outstanding. We will definitely be coming back!

Our family has stayed with JW Marriott around the world and have always had a wonderful experience. I hate for the chain as a whole to receive such a bad review due to the staff and manager of this location. First off, the hotel is completely overbooked. Breakfast wait times will run you 30 minutes at least. Secondly, the rooms are dirty. We had mold around the corners of our shower! Dogs are welcome and we ended up losing a night of sleep due to barking. We did complain, and it did eventually stop. We had booked a 3 night stay and ended up leaving the evening of night 2 due to a family emergency. We let the hotel know and for our efforts received threats of early departure fees and a loss of our resort credit due to not staying the full 3 days. I’m confused, if you charge me for 3 days, what difference does it make to them? Shameful behavior and overall dirty and dingy location. Not on par with the JW Marriott brand, so be aware if that is what you are expecting.

So, I'm a Platinum Elite member, and the day before my stay, I received an email from Marriott informing me that I would be entitled to a late check-out at 4 p.m. I requested a late check-out at that time and was informed that it wouldn't be possible. My app says I'm entitled to check-out at that time and it's not subject to availability. But the hotel informed me that it was subject to availability. I arrived at the hotel on check-in day at 4 p.m. sharp, and my room wasn't ready. Besides witnessing dozens of people checking out at 4 p.m., I had to wait until 5:20 p.m. for my room to be ready. One detail: I was traveling with my one-and-a-half-year-old son, who had to sleep in his stroller while we waited to check in. In other words, I was denied a late check out and check in was only possible very late. When I checked in, I was informed that I could choose between points or breakfast for two guests. I chose breakfast, and guess what? The next day, when I checked out, I received a bill for $98 for my breakfast. I was informed that it would be complimentary because I'm a Platinum Elite member. During the night I went to dinner at the 18Oaks restaurant where we had a reservation at 8:45. We arrived at the place and were informed that we would have to wait, we waited until 9:40 to finally get a table for us. We opted to use valet parking and were informed by Marriott that they could charge our car since we have a Tesla. At the hotel, we were informed that the valet doesn't have charging equipment for electric cars. I said I would have the equipment, but was informed that the power outlet where they plug in the cars was faulty. Due to the Texas heat, I had to leave the hotel to charge my car before the battery lost all its charge while it was parked. In short, my weekend was not only stressful but disappointing, to say the least. Nothing I was told can be trusted, either by Marriott or the hotel. Schedules are a joke, and just so you know, the next day when my late checkout was denied, my wife had a spa appointment scheduled for 12 p.m., and we were supposed to have lunch at the hotel restaurant. All of this had to be canceled. I hope rushing me out of the hotel was worth it for you

Great location with nice amenities for both adults and kids. Parking availability can be a little difficult. Plenty of on-site restaurants so no need to leave the property, but also a lot of good local places nearby. On site conference venue is massive.