JW Marriott San Antonio Hill Country Resort & Spa

Beautiful outdoors

Service was extremely poor in dining experiences

Just got home from a week long stay at the JW Marriott. Overall great experience and trip at the hotel. Staff were helpful, friendly and available when needed. Rooms were as expected (outside of the water pressure feeling a bit weak). The pools, lazy river and water slides are incredible and the reason to stay here (assuming you are not a golfer). We have three young kids and the pool with sand was a home run. Since it’s only 4 ft. It allowed us the ability to sit in a beach chair and enjoy the sun and surrounding while keeping an eye on the kids. We did two days in San Antonio seeing the sights and two days at the hotel/pool, and wished we had one more day at the pool. Opportunities for improvement: 1.). Another true restaurant is needed. The wait times for the 1 true restaurant, Cibolo Moon, were ridiculous at times, both for breakfast and dinner. First time going to a hotel and wanting to spend the money on the breakfast buffet but was told there was a 45 minute wait. Yes, there are other places you can get food, but outside of the steakhouse which isn’t kid friendly there isn’t another sit down restaurant (I don’t consider the sports bar a sit down option). 2.) More poolside chairs/benches would be nice. Unless you are going to go get in line at 7:30 am to go put your stuff down on a chair/bench when the gates to the pools open at 8, prepare to to be frustrated in your search. We ended up pulling chairs into the beach area and sitting there after not being able to find benches. 3.) Prices for food and drinks. I have stayed at a lot of nice hotels and resorts and felt like the prices for food and drinks were high compared to comparable places. I recommend going to the grocery store to pick up some breakfast stuff (e.g. bagels and fruit) and keeping it in the fridge. Use UberEats or DoorDash to have food delivered. All that being said, we had a great time, recommend the hotel to others and will likely be back.

Beautiful hotel grounds. Check in was fast and painless. My main complaint are with service and overcrowding. We went right on spring break week but it was truly a nightmare even with kids. Not a single chair available. No staff removing towels so if someone left those chairs would have towels all day and no one would be able to sit thet re. They also need another towel stand near the pool. It's ridiculous to have to walk outside of the water park to get a towel. Also there should be people constantly cleaning. It was gross by noon and unwakable by 4 pm. Food, cups, trash on floors. Pools looked hazy by then as well. Food and drinks service was non existent if you weren't sitting right by the pool. Again, i wish there was an easier way to order food and get it delivered to your seat. The pool is supposed to be heated but was really cold even on an 80 degree day. We only used the waterpark once and decided to explore outside of the hotel the rest of the days. We also couldn't enjoy breakfast there since waiting times were outrageous and starbucks wasn't even an option with the long lines and wait times. It was easier to drive somewhere . However, I ask myself owhy are we paying for this resort if we cant even enjoy the amenities since its so overcrowded and dirty. Housekeeping was another big miss. You cannot get through to the front desk or housekeeping so I had to message them through the marriott app several times. Even then, our trash wasn't picked up during our whole stay. They even took a box of food that was put on the trash and left it on the table. Again, gross!! Why would you do that and not pick up the trash? Why would we eat something we left on the trash? Our room wasn't vacuumed once and the shower and tub weren't cleaned. I can tell because there were soap bars on the floor on both.and they weren't replaced or put back up. Valet service took forever but I do like the option of requesting the car with a qr code. I also like the cash dispensing machine that breaks bills. The steakhouse was delicious , 10/10 but it was a bit slow. Again, for the price I would expect excellent service.

It’s like a daycare gone rogue. Family friendly is good but literally not for couples or older children. If you want quiet, relaxed or romance….. RUN!

We previously stayed at this JW over Labor Day weekend and had such a good experience that we recommended it to several friends. This visit was completely different. The accommodations are lovely and the food was good, but the service was poor across the board. Over our 5-night stay, our room was never automatically serviced and was only cleaned when we specifically asked. Even then, by our last full day it was still filthy when we returned at 4 p.m., and our room was not vacuumed once during the entire stay. The pool was dirty, the hot tub was opaque even once the weather warmed up, valet delays were excessive, and the pull-out couch mattress was so old and uncomfortable that our son ended up sleeping with us. As Platinum Elite members, this was especially disappointing and far below the standard we expect from a JW Marriott. We know this property can do better because we experienced that firsthand on our prior stay. Guests deserve a great experience and unfortunately this property failed to deliver. **note** we asked to speak to the manager. He was unavailable. We also sent an email. Management has remained unresponsive.

The pools were spectacular, the resort grounds were great to walk around on, the staff were exceedingly helpful and the overall whole experience was top notch! My wife and I used to frequent Hawaii, but that is very likely to change to coming back to JW Marriott. We can't say enough good things about the resort... I need to work on my golf game so I can get out on the links instead of meandering around the pools the "hole" time.

The valet service left quite a lot to be desired. When checking out, I requested my car via the app and it said it would be delivered in less than 5 minutes. Upon arriving outside, there were about 100 people waiting for cars and I had to ask an attendant for my vehicle twice. We waited over an hour outside for our car to be brought up, not a great final impression.

We had another fantastic stay at the JW Marriott San Antonio Hill Country Resort & Spa this past weekend. The property itself is beautiful, but what really makes the experience special is the staff. A huge thank you to Executive Sous Chef Matthew Boring and the team for going above and beyond. Before we even arrived, Matt reached out to confirm our dietary restrictions (vegan and coconut-free) and personally made sure there were great dining options available for us. When we arrived, he even offered to meet us at the restaurant to walk through menu options and ensure everything was perfect. That level of attention and care is rare and made the weekend feel truly personalized. The whole team was welcoming and responsive, and it’s clear they genuinely care about creating a great guest experience. The resort itself is amazing—great food, beautiful grounds, and plenty to do—but the hospitality from people like Matt and Brian is what keeps us coming back.