Thompson San Antonio - Riverwalk, by Hyatt

Extremely frustrating experience. After checking in, we were forced to wait over two hours for the room to be cleaned. Total lack of organization and customer care.

Unfortunately, our New Year stay at the Thompson Hotel was quite disappointing. Check-in was scheduled for 4:00 pm, yet our room wasn’t ready until about 45 minutes later. Breakfast was another major issue: there was a long wait just to be seated, and the buffet was not ready at the advertised time. Despite a 10:00 am opening, it was only fully set up nearly an hour later. This was especially frustrating as the restaurant was not busy, and several nearby tables were left unused with crumbs still on them. Throughout breakfast, it felt like we constantly had to chase staff for attention just to get simple things, which made the experience unnecessarily frustrating. After already being served, I ordered an extra croissant, which took over 30 minutes to arrive. When I asked about the delay, I was told there were “a lot of tickets ahead,” which felt almost like a joke given how quiet the restaurant was. They were also selling New Year’s tickets to access the rooftop at an insanely expensive price, which felt unreasonable if you simply wanted to stop by and see it—particularly since we were only staying one night. This added to the overall sense of poor organization. The biggest concern, however, was the food quality. I got sick after eating the salmon, which was clearly undercooked—completely unacceptable for a hotel of this standard. The only real highlight was the room itself, which was nice, cozy, and comfortable. Unfortunately, everything else, especially the food and overall service experience, fell far short of expectations. Thompson Hotel, you can do better. For the amount you charge per night, standards have to follow.

I paid over $1,000 for 1 night at what is marketed as a luxury hotel. What I experienced instead was confusion, misinformation, broken promises, and a consistent lack of hospitality. I booked months in advance for a specific room and view I had seen shared by a past guest on social media. Before booking, I called to confirm details and was assured everything was correct. Despite this, I spent the week leading up to my stay being told I had the wrong room, that the view did not exist, and at one point that I must have the wrong hotel. Only after sending photo proof and being placed on hold for 36 minutes did staff finally acknowledge that the room and view do exist. I never received written confirmation despite requesting it. 2 days before arrival, a manager assured me the room was blocked, notes were added, and I would be placed on the highest floor. None of that happened. Official check-in time was 4:00 PM. I arrived at 4:23 PM and was told the previous guests had been granted a late checkout and did not leave until 4:00 PM. As a result, the room was not ready. I was left waiting in my car with 2 dogs until 5:37 PM. This delay was never proactively communicated, nor was any accommodation offered, despite the documented importance of the stay and prior assurances. I was ultimately placed on floor 10 of a 20-floor building, not the highest floor as promised. On the morning of arrival, my fiancé called to authorize me to check in on his behalf since he was working late. During that call, he immediately noticed the same cold and dismissive tone I had experienced throughout my interactions with the front desk. The only genuinely kind and professional interaction we had at check-in came from someone who was not even part of the front desk team. A housekeeping supervisor showed more hospitality than anyone officially assigned to guest services. Food and beverage service was disorganized and contradictory. Earlier that evening, we specifically asked the front desk what time room service would be available and were told 10:00 PM. At 9:27 PM, based on that information, we were told yes, we could still order. As we went upstairs, we passed the restaurant and stopped briefly to look at the menu and order directly, since we did not want to be those guests ordering room service close to closing on a holiday. Restaurant staff told us last call had already happened. Because it was New Year’s Eve, we accepted this and did not push back. As we took the elevator back up, we encountered another employee who was part of management. We asked if there were any other food options nearby, explaining that we were hungry and trying to be considerate. That manager told us they were still open, that they were almost closing, but that we could order. Within minutes, we had received 3 different answers from 3 different staff members. We apologized multiple times, asked for the fastest and easiest option so staff could close on time, and placed a very simple order. Even then, the food arrived missing basic items and showed no quality control. The following morning, we ordered breakfast. The coffee arrived cold. The pancakes were appeared filled with something not listed on the menu when I tasked they were undercooked I also added simple instructions to have EVERYTHING on the side. Those instructions were ignored, and the pancakes arrived drenched in syrup. The room itself was nice. Everything else was not. I worked in the hotel industry for over 10 years and understand exactly how hospitality operations work. I have never wanted to be the type of guest front desk agents dislike. That said, this property failed to deliver even the most basic human touch. If there were an option to give less than 1 star, that is exactly what this experience deserves. ADDING photos of the hotel that does not offer tower of america view & breakfast