JW Marriott San Antonio Hill Country Resort & Spa

First, if you are staying here please start by lowering all of your expectations. We stayed in a 2 room executive suite. The first problem we had was setting up the murphy bed. We asked at check in and they said they would set it up. No one ever came, so we requested again at the front desk before dinner. We returned to our room over 3 hours later to it not being completed again. I then sat on hold for over 15 minutes to request for a 3rd time. 3 times a charm for one simple request and it was finally completed. We are Amex Platinum members and Gold status and get a 2 pm late checkout. That was not honored after being confirmed at check-in. They made us check out at 12. The waterpark is fun. The food options are very average-don't expect any upscale options that are any good. We spent about $2500 for 2 nights. It looks amazing online but with the price, inconsistent service & not honoring status...we would recommend staying elsewhere. Kudos to their marketing department who has everyone tricked that this is a luxury experience.

Well where do I start, the level of service in this hotel is incredible ~ the attention to detail is top notch, I was blessed enough to have stumbled with a Hospitality Angel named Karan ~ he was so kind and attentive to every detail of my stay ~ he ensured my needs were met and above ~ he helped me coordinate my stay and catered a plan for me and my family and ensure we were taken care of. His professional and knowledge made everything smooth through stay. In my stay I also met other associates named Ken, Dom, Ashley, Giovanni, Natalie, Decorio and Julio - everyone played an outstanding role in showing what true southern hospitality is! The pool area and recreational area is a true getaway from the big cities ~ and the views are stunning from the balconies. The food is top notch and waiters are attentive at all times. Overall impress by the level of operation and kindness from everyone ~ the true human element.

Everyone the valet and bellman the give a warm welcome l. Roland at the front desk. Amazing he-is a gracious host great service.

We stayed here for a charity golf event. The pool is nice. Golf course lovely. However, we were there three nights and our room was never serviced. We ran out of coffee and cups and liners for the ice bucket. Upon checkout we mentioned this and the credited us $50. ¯_(ツ)_/¯.

This resort is beautiful on the surface, but it simply cannot handle being full of ~3,000 leisure guests. The infrastructure, staffing, and dining options are nowhere near what’s required for the rates being charged or the amount of rooms (~1,000) on property. We absolutely wanted to love this place, but it just didn’t happen which is unfortunate given it’s not a terrible drive from Dallas/Fort Worth. Front Desk & Service: Check-in was cold and unwelcoming, with no activities schedule or welcome coupons provided (welcome drink coupons and some other discounts are included as part of the high daily resort fee). Staff across the board seemed overwhelmed and disengaged. Overpriced & Few Food Options: A $9 Uncrustable was delivered soggy since it was packaged with hot French fries which my son certainly didn’t like. At the sports bar, both the burger and Cobb salad were awful. The main restaurant, Cibolo Moon, had a 1-hour wait just to be seated—with lines forming simply to get on the waitlist. For a resort of this size, three full-service restaurants aren’t nearly enough. By comparison, the Gaylord Texan (also a Marriott property) offers considerably more dining venues to handle its convention/leisure mix. Here, the result is many lines, long waits, and disappointing food. Pools & Crowds: By 9:30 a.m. every pool chair was already “saved.” Staff make no attempt to enforce the resort’s own no-saving policy. There are ways to fix this. For example, on many major cruise lines, seats get time-stamped or stickered; if left empty too long, belongings are removed and taken to guest services. Why can’t this property do the same? Instead, chairs sit empty for hours while paying guests wander around with no place to sit. The lazy river and slides are just as frustrating—guests hoard tubes despite clear signage, and staff look the other way. Over Labor Day, the pool was wall-to-wall people—chaotic and anything but relaxing. Bright Spots: The kids’ buffet was thoughtful and well done. Alexis at the sports bar was genuinely fantastic—warm and friendly. Christian at Cibolo Moon also stood out with excellent, attentive service in an otherwise overwhelming dining setup. The kids camp (I think only offered on busier weekends) was also great for our two littles — we enjoyed a quieter evening and they had a great time with the activities offered and their new friends. Bottom Line: This property cannot support a full leisure crowd. It might work if you’re here for a convention and only half the resort is occupied by families, but as a destination resort it collapses under its own weight. A gorgeous setting is ruined by long lines, overcrowding, and underwhelming food. Despite being longtime Marriott loyalist, I’ll be trying the Hyatt Regency Hill Country or Hyatt Lost Pines next time—everything I’ve heard suggests they do what this JW is trying to do, only much better.