HYATT REGENCY SAN ANTONIO RIVERWALK

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6565 reviews

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  One of the most disappointing hotel stays we’ve ever had

  Without exaggeration, this was one of the most unpleasant hotel experiences we’ve had, made even more difficult because we were traveling with a baby and a senior family member during the Christmas holiday. From the moment we arrived, things went downhill. The valet experience set the tone immediately. The attendant was not welcoming or courteous, and when I asked for help with our luggage, he appeared annoyed. I had to ask three times before he simply said, “There’s a bellman,” making us feel like an inconvenience rather than guests. At check-in, the front desk apologized and explained that valet is run by a third party. He offered to relocate us to the Grand Hyatt but said reimbursing our miles would be “tricky.” After a five-hour drive, reloading all of our luggage with a baby and a senior wasn’t realistic, so we stayed after being assured the issues would be addressed. The concierge provided a couple of appetizer coupons, but the interaction felt transactional and focused more on selling a Hyatt vacation package than resolving our concerns. Room service was disappointing. The tortilla soup tasted pre-made and low quality, the chicken quesadilla was not what you’d expect from a Hyatt Regency, and the food was delivered in a bag with no table setup, making it uncomfotable to eat in the room. We had requested a prepared sofa bed due to traveling with a baby and a senior. Instead, housekeeping dropped off pillows and blankets without setting up the bed. After calling again, someone returned to prepare it, but the mattress was extremely uncomfortable you could clearly feel the springs, making it unusable. Because of this, we requested a rollaway bed. Around 10:00 p.m., a housekeeper knocked loudly, pushed the bed into the room, and left without greeting us or making it. I called the front desk three times with no answer and eventually had to go downstairs. I was told that “the housekeepers at night are not as good as the ones in the morning,” which was both concerning and unprofessional. We were then moved from a king room to a 2 queen room so my mother could have a proper bed. Unfortunately, the bathroom in the new room was clearly not cleaned. The shower was visibly dirty and unsanitary. Out of frustration, my wife had to clean it herself before it could be used something no guest should ever have to do at a hotel of this caliber. Water pressure was also very low, and both the shower head and sink were clogged. The next day, the hotel manager kindly offered to move us to the Grand Hyatt and refund one night, but relocating again on Christmas Eve with a baby and a senior was extremely inconvenient. To her credit, she involved the Head of Housekeeping, who apologized and assured us she would personally handle a properly made rollaway bed and maintenance issues. However, when we later called as instructed, we were told the rollaway could not be provided due to a “hazard,” directly contradicting what we had been promised. At checkout, the experience continued to disappoint. The receptionist didn’t ask how our stay was and attempted to charge the wrong credit card despite clear instructions. The transaction had to be canceled and redone. Overall, this stay was marked by poor service, broken promises, unsanitary conditions, lack of communication, and a general absence of hospitality. Traveling with a baby and an elderly family member made these issues especially unacceptable. I’ve stayed at many Hyatt Regency properties in Houston, Dallas, Mexico City, and Guadalajara, and I’ve never experienced anything close to this. Unfortunately, I cannot recommend this hotel and will not stay here again.

  Dec 26, 2025
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  Great location and great food

  Excellent location Excellent staff Restaurant food is very good Very near a multitude of attractions We will stay here again

  Dec 25, 2025
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  Great service but overpriced for what you get.

  Good location, overpriced rooms. No microwaves in rooms. Rooms are very small. Watch out for hidden "destination fees" that raise the price of the room.

  Dec 24, 2025
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  Loved it!

  We stayed at the Hyatt on the San Antonio River Walk and the location truly can’t be beat. It’s steps from the heart of the River Walk and only a short ride from the airport, making it the perfect spot for a stress-free getaway. The hotel was wonderfully accommodating with both early check-in and late check-out, which gave us extra time to explore. Our king room on the 11th floor came with a beautiful river view, a large TV, and a comfortable bed. We did request extra pillows since the ones in the room weren’t very fluffy, and the staff quickly took care of it. With our Prive' status, we received daily complimentary breakfast, extra water in the room, and a $100 resort credit. The buffet had plenty of options, though the eggs and hot dishes were more warm than hot—still perfectly fine for a quick, free bite. The only downside was how packed the hotel was during the parade night, which made everything feel a bit more chaotic. Even so, the staff kept things moving. Overall, a convenient stay with great perks and thoughtful service. We’d return for the location alone!

  Dec 23, 2025
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  Nice location but can do better (they also falsely charge smoking fees)

  I'd love to be able to recommend this hotel, but I would proceed with caution. The best thing about HR is the location on the Riverwalk. Aside from that, it's a glorified 3 star hotel and I would only recommend staying here if you are using points. The service was okay but it's really more reactive than proactive. Halfway through our stay, we noticed a smoking fee was added to our folio. I'm pregnant, have asthma and have never smoked a day in my life. I went to the front desk and they removed it. Then on my flight home, I received a missed call from housekeeping saying they added it back. They left no voicemail and conducted zero investigation into this. I only knew it was from them based on the following email I received: "Our Front Office team has informed us of your inquiry regarding a smoking fee on your bill. We regret to inform you that residue was discovered in room ## and a strong odor was detected in room ##. Necessitating the overnight use of an ozone machine for odor remediation." I emailed them back immediately and she replied that it would be removed about 30 minutes later. I don't know what would have happened if I was't pregnant. They seemed very accusatory and that process of charging false smoking fees without any sort of investigation is a bit scary. Beware and check your folio often. Another smaller example of their reactive service: I paid $29 for the American breakfast (eggs, toast and sausage) and they brought the wrong meal. They did immediately remove fully from the folio which was not expected but very much appreciated. But this a basic breakfast (that cost an alarming $29) and it isn't difficult to get correct on the first time. Highly recommend eating off property even for breakfast (The Omni has a great breakfast spot called Four Brothers). The Omni hotel seemed very nice and also in an excellent location on the riverwalk. We did use an expiring Suite Upgrade Award for the Riverbend Suite which was nice and definitely recommend doing! The windows could definitely use a good cleaning though. We were laughing because we could hardly even see out them to the riverwalk with how dirty they were.

  Dec 22, 2025