Kimpton Santo San Antonio Riverwalk

Nice hotel near downtown area. I like that they had a bar and restaurant onsite. Jessica at the front desk was helpful and made me feel welcomed.

Pete was fantastic. Great rooms and facilities. Very clean and quiet

I'll start with the great: location is fantastic. On the edge of downtown SA so everything is easily accessible, it's clean, and a beautiful part of the city. It lives up to the Kimpton product. Interior design is beautiful, bedding is comfortable, and product is superb. Now the okay: service. Very hit or miss. Some of the front desk was fantastic, as were most of the valet team. Had a great experience with a bartender while grabbing some food to go. Also encountered an equal amount of staff that didn't have the same level or care of service. Pool service was nonexistent. Unfortunately, the bad: had multiple leaks in my room on the 9th floor. It's SA and there was a huge rainstorm. I get it, that's out of your control. I'm assuming the building envelope wasn't sealed waterproof due to the location, or maybe something was damaged during construction and heavy rains bring the water in. I informed the front desk that I had water leaking from my ceiling in multiple places, as well as water coming in from under a window. It was pooling on the floor, not just a couple drips here and there. Was told engineering would look at it. Silence. The only other time I heard from the hotel on the issue was when I reached out for a follow up & even then, nothing was resolved. No apologies, no offering a different room, no service recovery. Little things can go a long way in preventing a bad experience. More bad: the noise. A lot of noise seeps into the hotel. On the 9th floor, expect to hear staff moving the rooftop furniture around in early morning hours. If it's a busy night, you'll hear noise from the rooftop bar. If there's an event across the street, it sounds like you have tickets. And don't get me started on the crew that was running leaf blowers on the street at 3am...

So the property is great and the staff is great. But as a platinum member the room is what disappointed me. It had an awful smell that we called downstairs to address. We were offered to be moved but we wanted them to look into the smell before having to move. Never heard anything back. The bed was probably the worst bed I’ve ever slept in. This hotel missed the mark. Problems will arise that’s a guarantee. It’s how you respond to the problem that matters. And they did not respond.

Chase was wonderful, helpful, and did a 10/10 job. Thanks!