Kimpton Santo San Antonio Riverwalk

Stay was very enjoyable. The valet staff, housekeeping and desk staff were all excellent. Will definitely stay again when I visit SA again.

This review is difficult to write because there is a lot that Kimpton Santo does exceptionally well. We genuinely love the vibe of the hotel. The property is beautiful, the location is excellent, and the gym’s Peloton bikes were a huge plus. The restaurant was outstanding, with amazing food and service, and we left a separate review specifically recognizing our server and the restaurant team. This is also why this experience was so disappointing. We have consistently chosen Kimpton Santo whenever we visit San Antonio, recommended it to friends, family, and coworkers, and even booked stays here for my parents on multiple occasions. Unfortunately, our anniversary trip from June 4–10 was overshadowed by repeated housekeeping and cleanliness issues. During our six-night stay, we experienced housekeeping failures on June 5, 6, and 7. We found hair in the bedding, brown stains, white crusted substances on the sheets, debris on the bed and floor, and rooms that were either improperly serviced or not serviced at all. These were not minor issues. After raising concerns, we were moved to a different room, only to find that it was in even worse condition than the room we had left. The condition of that room was witnessed by both the housekeeper and Jonathan, the Front Desk Manager. What made the situation especially frustrating was the timing. On June 6, we spent the day in the ER with our 10month old daughter. As parents, all we wanted was a clean, sanitary room where she could rest and recover. Instead, we repeatedly had to follow up with staff, wait for rooms to be cleaned, and spend time outside our room while issues were corrected. We spent hours dealing with problems that should NEVER have occurred in the first place. Because we were forced to wait outside our This was already us giving Kimpton Santo another opportunity following a previous stay for my husband’s 30th birthday, which I had coordinated a surprise well in advance but did not come together as discussed and left us waiting for 2 hours after we checked in at 3:40pm. Despite that experience, we returned because we genuinely enjoyed the hotel and hoped our next stay would be different. We had communicated our concerns to the front desk both during our stay and again at checkout, so we believed the issues had been addressed and looked forward to a better experience. What ultimately left the biggest disappointment was the follow-through after our stay. During our visit, management acknowledged the issues and offered a complimentary stay certificate as a goodwill gesture. However, we never received any follow-up regarding that offer and had to reach out ourselves. Given that we are returning overseas this summer for work obligations after spending the last seven years abroad, another stay was not a practical solution. We therefore requested a partial refund due to the severity of the issues and the amount of time spent dealing with them. The response we eventually received focused on a billing error on the reservation. The deposit and hotel credit had been incorrectly charged to our card, and thankfully, after we followed up, Katt was able to identify and correct the mistake. We received only a partial refund for the stay. As an American Express Platinum traveler, an IHG Platinum member, and a repeat guest who has consistently supported this property, that outcome was disappointing. Mistakes happen in hospitality. What matters is how they are handled. Unfortunately, between the repeated housekeeping failures, the impact on our anniversary trip and our daughter’s recovery, and the lack of follow-through afterward, this stay fell far below the standard we had come to expect from Kimpton Santo. Kimpton Santo presents itself as a luxury hotel, and many aspects of the property reflect that standard. Unfortunately, the condition of our room did not.

Great and affordable hotel. Stephan was very attentive and service was excellent.

It was an om stay. Location was good, only a couple blocks to get to stairs down to Riverwalk. Staff didn't seem really friendly. I felt like 'here's your room key.' I was given a $10 F&B credit for my platinum status that I used on a dessert in their 'rooftop' bar. Not open rooftop - and it was hot with fans that basically blew hard. Not a comfortable environment from my perspective. It also sounds like there might be a daily eine tasting, but ot was never mentioned to me. The concrete floors in the rooms are different. Probably saves in flooring, bit maybe could be better maintained some how. Great location, service and staff below average/expectations.

After spending 9 nights recently at Kimpton San Antonio, I felt compelled to leave a review! This was my very first visit to the city and I was there for a self care getaway. Let me start out by saying, I am a hotel snob! I love modern, clean, views and superb customer service. And this hotel has all of that and more! I’m truly in awe of this hotel. The staff were so kind, attentive, accommodating, beyond. If you’re trying to decide if you should stay here, think no longer. I’ve stayed in many, many hotels and this one rivals 5 star hotels. Customer service is top notch. Location is just short walk from the River Walk and Alamo. I had the opportunity to stay in a king room and an historic suite. Both are amazing and everything you’re looking for. The historic suite is secluded and quiet. There are no elevators for them but staff carried my luggage up and down the stairs. Michael was very helpful with this. Dennis and Johnathan were so very accommodating from the time I checked in to the time I checked out. They made me feel like a VIP guest. They went above and beyond to make my visit comfortable, stress free and fun. They provided excellent service and experience. Nazira and Felix were very helpful and kind, as well. Every dish I had at Dean’s was divine with great presentation. I enjoyed many meals here with the food and beverage credit offered by hotel. I had a very nice dinner at the raw bar and Jason was so informative and made the night very special. Brayam was very attentive to my needs. I had some really good drinks at The Study where Lauren went above and beyond to ensure I was enjoying my time there. Wow wow and wow. I already can’t wait to return. If you’re trying to decide on a hotel to stay in San Antonio, look no further. I highly recommend a stay.