Thompson San Antonio Riverwalk

The hotel facilities are very nice. Room, restaurants, access and mostly. Reason why I did not have a 5 star feedback it was because a very simple service was mistaken by two front desk personnel. I had a purchase items on Amazon and delivery deadline was tight since it needed to arrive from 2nd until 4th of September morning due to my leave to out off the country. I understand the hotel is not responsible for my purchase items, and I understand a mistake by human can always happens, but Amazon said it was delivered both packages, and the items inside were around a thousand dollars content which makes the package a little sensitive to be mistaken delivered. The hotel front desk ladies up front desk (I don’t want to give names) said it was not delivered several times To me when I asked. These two ladies in Front desk said in a different times I asked them that the local stuff is great and keep LOG of it so it was not delivered and I HAD TO DEAL WITH Amazon. Well, hours of customer care with Amazon trying a refund and Amazon saying it was delivered for sure, so I decided to sleep over it and come today morning to the mail room guy my self. As soon as I asked him, he said, give me ur name and wait please. His name is Aziz. He went on the “cage mail room next door at the residence” and came back with my packages right the way. Thank you very much Aziz. I mean, the front desk ladies “were so sure “ and almost made me lose the items by leaving the country believing it was not delivered while all they need to do was ask the mail guy: Hey “Mr. Mailroom guy, can you just make sure there no packages under this guest name , please?” I mean, for real? The Amazon guy would get penalized for pretending delivering items and they disappeared, I would leave without items and have the stress of waiting for refund, and all it needed to be done was a “thorough simple check”. So with that being said, My guest experience is not good in a very important way. CARE and make sure We know what we are doing. Reason why I don’t want to give the ladies names is that as a Manager my self in my field of work o believe that the hotel must do a little check once in a while with employees that they are keeping purpose of excellence in work, otherwise hotel stars and high prices are not justified. Thank you.

Wouldn’t recommend, far from the River walk and hidden fees after check out ($25 destination fee per day is just one fee of 9)

The Thompson staff is absolutely amazing! They made our 17th Anniversary the best. Thank you for everything! Room was super clean, concierge was on and check in staff were on top of everything, even gave great recommendations! Close to some of the best steak houses in San Antonio! They also have an in-house car to get you where you need to go. Superb experience at a top-notch hotel!

amazing hotel, excellent service by all staff! The hotel was extremely helpful and accommodating with disability services. Connie was a great driver with plenty of recommendations of things to see and do nearby. As well as having vast info on the areas history! would definitely stay again! :)

I would like to take this moment to recognize the outstanding customer service I received from Kevin Peyton on Monday morning. I was a first-time guest at the Thompson back in July as I was there on business. I noticed a questionable charge on my credit card statement while working on my expense report and called the Thompson for clarification. After explaining my concern, Kevin immediately listened with empathy and professionalism. Without hesitation, he extended a one-time courtesy credit to resolve the misunderstanding—an action that truly reflects what exceptional customer service is all about. What impressed me most was Kevin’s ability to make an executive decision on the spot, without needing to escalate the matter to his manager. As a first-time guest at the Thompson, this level of responsiveness and care left a lasting impression on me. Because of Kevin’s service, I look forward to returning to San Antonio and will absolutely choose the Thompson again for my stay!