Embassy Suites by Hilton San Antonio NW I-10

Everyone was helpful and pleasant for my stay. Hotel room was clean and organized.

Katherine was amazing and a great host at the bar along with our food service !She helped in so many ways and always greeted us with a smile . she continues to show what an Embassy Employee is all about

Katherine was amazing she was the epitome of hospitality to all of the families and coaches. She made a real impression on everyone. Embassy suites from now on for me and my family. It's a very welcoming place!!

It all started with my digital key check-in on the app which wouldn't work and was asked to check in at the front desk. Only 1 employee was at the front and there were several people waiting in line. Once I got my room keys and went in the room, it smelled, there were numerous stains on the carpet which appeared to be blood stains everywhere, the bed sheets and comforter also had blood stains, there were only 3 bath towels (for 4 of us) and no hand towels nor wash cloths. After coming out of the shower and starting to dry, the bath towels available STUNK!! During our stay, we requested a blanket on the 2nd night and it was never brought to us although we found it laying on the floor outside our door the following morning unwrapped. There was no way we were going to use it in that condition. We were on the 2nd floor and the ice machine did not work, I walked up to the 3rd and 4th floors and neither of those ice machines worked. I finally found some ice on the 5th floor ice machine. My wife saw a huge cockroach in the women's bathroom downstairs in the lobby area and the entire hotel had a "DIRTY" appearance to it. I have NEVER seen an Embassy Suites facility look like this before nor experienced these kinds of things. Totally disappointed!!!

Rooms had a horrible smell of mold/mildew. Sofa bed had bed bugs. The front desk and the staff just did not seem to care about anything. The only good thing was the cook to order breakfast. Would not recommend this property.

Anyone who can see this. I have never had such a high level of hospitality. The building was under construction, which means improvements are on the way, but the staff was off the hook. This place is a destination hotel for sure. I have three kids and was actually relaxed because the staff, specifically Kathrine and Pavel could practically read our minds during dinner and happy hour. Something special is happening at this Embassy suite, stay hear and find out.

I’m a frequent traveler for business, and stay in hotels typically 3-4 nights a week. When I come to San Antonio, I always try to book this place first. In the last 3 months, I’ve probably stayed here 7-8 times, for a week at a time. My favorite things about this hotel compared to others beside the things like free made to order breakfast and happy hours, etc. is the service. Ricky at the front desk is the epitome of service. He always addresses me by name without having to look it up in the computer even when weeks go by since I’ve stayed. Anytime I walk by the front desk, he’s always sure to ask me how my stay is going and if I need anything. I recently asked Ricky, why he likes working in hotels (retail / hospitality industry) and his response was, “for customers like you. Who are paying good money and are away from their homes and families and if I can make that just a little bit better experience, that makes my day everyday.” As someone who’s spent their adult life in retail service industries, if I could hire Ricky for my company it would take me 2 seconds to make that no brainer decision. Not only should the Embassy Suites here be elated to have an employee like Ricky, but truly Hilton as a company should be just as much if not more. The other reason I prefer this hotel, is you’ll see a common theme in big city hotel reviews with cars being broken into, which is something the hotel will tell you that they have no control over. Unless they are the Embassy Suites in San Antonio, TX who has security patrolling the lot ALL night to prevent this, so I can sleep soundly knowing my car is fine. All in all, this is one of the better hotels in the country. Is it the newest or nicest or biggest or best? No. But they try, they care, and they are currently upgrading. Do yourself a favor from one frequent traveler to another, book your stay here and you’ll be happy.

Gus brought us to the airport for our departure back to L. A. Very friendly and superb service! We will recommend this hotel and will most likely comeback with our kids. Rooms were clean and nice. It was a delightful stay.