JW Marriott San Antonio Hill Country Resort & Spa

It was bad. There was a 30-minute wait to checkin at 7:00 PM. It was very loud in the lobby with loud music playing. There was construction which blocked our view from the room. Breakfast had a 45-minute wait for a table at 8:45 AM. We left 2 days earlier than planned. I left a bottle of medication when we checked out and they could not find it.

The resort is beautiful. We stayed on a Sunday night. The executive king suite had plenty of space, the bed was firm, there was a separate soaking tub, the room was clean and just a little worn and there was a large balcony with a beautiful view of the golf course and surrounding area. Kortni checked us in and she was delightful and clearly hardworking. Only con was the lazy river closing early at 7 and not reopening until 10 the next morning.

This is f###### stupid we hate to pay an early fee because we wanted to leave early. Why you ask because we had to pay for everything, and we had a horrible sleep. The converters also had brown spots. Never f###### come here. Not a descent fridge, no microwave and we had already paid for two nights why should we fing pay again.

Hotel surrounding are beautiful - on arrival after booking a room with balcony we open the door to find the windows all covered in plastic due to renovations.with scaffolding outside. They did change our room which was in my opinion for the cost per night tierd looking and in need of a refresh for the cost. We have been to JW Marriott Clearwater and the food was amazing and well worth the money but the food in the San Antonio one was average. I think for the cost per night it was not worth it.

Our stay at the JW Marriott Hill Country Resort can best be described as “death by a thousand paper cuts.” For a resort charging roughly $700 per night, I expected my family to feel welcomed and taken care of. Instead, it felt like every single thing we tried to do came with another fee, restriction, or unnecessary hassle. Want to use a locker? Fee. Want to use the advertised sauna? Fee — and you can’t even go look at it before paying. Want certain chairs by the pool? More money. It seemed like everywhere we turned, there was another charge. Even the little things were handled poorly. They gave me a complimentary drink ticket, which I accidentally left in the room. I explained this and asked if they could simply honor it. No. Apparently, even a free drink voucher for a guest paying $700 a night requires strict enforcement. Meanwhile, the resort was under construction, the rooms were merely “OK” and felt tired and somewhat run down, and the beds were hard and uncomfortable. The one genuinely redeeming part of the resort was the waterslide, which my family enjoyed. What bothered me most, however, wasn't any single fee or inconvenience. It was the attitude. I brought my concerns to the front desk, and they essentially fell on deaf ears. There was no meaningful effort to make things right or even make me feel like they cared that we were disappointed. That's ultimately the problem: hospitality is supposed to make guests feel valued. At this price point, you shouldn't feel like the hotel's primary objective is figuring out another way to charge you. When a family is spending $700 a night, the experience should feel special. Instead, we felt nickel-and-dimed at every turn. Fees out the ying-yang, mediocre rooms, uncomfortable beds, construction, and a staff that seemed indifferent to our concerns. I've stayed at plenty of expensive hotels and understand that resorts charge premiums for certain amenities. But there's a difference between a premium resort and an experience that makes you feel like every interaction is another opportunity to extract a few more dollars from you. Unfortunately, this stay left such a bad impression that I've decided I will not stay at a JW Marriott again. There are too many hotels that understand hospitality and appreciate their guests to spend this kind of money somewhere that made us feel anything but appreciated.