Thompson San Antonio - Riverwalk, by Hyatt

I booked a Two Queen City View room at the Thompson Hotel San Antonio over Memorial Day weekend through the Amex Fine Hotels + Resorts program. Unfortunately, the experience fell well short of expectations. Upon arrival, I was told no suite upgrades were available due to full occupancy. Later that evening, around 8:00 p.m., I checked the hotel’s website and saw several suites available for booking. I called the front desk to inquire again and was given a generic response that the hotel was fully committed and they did not know why the website showed availability. The hotel was also not particularly family-friendly. I attempted to take my daughter to the spa but was informed that children were not permitted. When I asked about nail services, I was told the same $75 manicure and $90 pedicure pricing applied to children, so we decided not to proceed. The location was another disappointment. While technically on the River Walk, it is in a more isolated section. One evening, while walking back to the hotel, a kind couple stopped us to warn us about an aggressive individual ahead on the path. We chose to return via street level instead, which did not feel especially safe either. The next morning, we went to breakfast at Moon’s Daughter on the 20th floor. We waited approximately 10 minutes at the host stand before being acknowledged. Despite several empty tables, we were told the wait would be about 15 minutes. During that time, a party of more than 10 guests left the restaurant, yet their table remained uncleared for another 10 minutes. At 2:00 p.m., we visited the Cenote Pool and were given a menu, only to learn that food orders could not be placed poolside. We were told to either call room service or go upstairs to Moon’s Daughter and place a takeout order ourselves. I went upstairs, found the restaurant nearly empty, yet our food still took more than 40 minutes to prepare. To add to the frustration, I was charged delivery and service fees despite placing the takeout order in person. One bright spot was the young man working at Helios Café on Memorial Day morning. He was clearly handling a heavy workload but remained professional, friendly, and attentive throughout. As for the room itself, the “city view” overlooked the rundown, vacant Tropicana property. The room felt quite small, and the refrigerator never became properly cold. Overall, this was not the luxury experience I expected from a Thompson property or an Amex Fine Hotels + Resorts booking. Between the inconsistent service, long wait times, limited family accommodations, disappointing room view, and concerns about the surrounding area, I would not choose to stay here again.

Excellent. Staff went above and beyond expectations. Room was amazing. Check in was a breeze. Can't wait to come back!!

We had a great experience at the Thompson this weekend. From the service to the amenities, my wife and I couldn’t have stayed at a better place. We especially enjoyed Korbin who helped us with anything we need.

Traveled as a family (parents and two young kids 1- and 3-years old. This hotel far exceeded expectations in every way. It is beautiful as a whole and in the individual rooms. The food and room service are top notch. I’d never heard of a Thompson before but that’ll be all I look for moving forward. Great experience and can’t wait to stay there again.

It was very pretty and clean. The Valet and drivers were very nice. I really appreciated the complimentary ride service around the downtown area. Aziz and Connie both gave good recommendations for our short stay.

This hotel was amazing but it was extra because of the staff. Julie at the front desk was sooo nice, welcoming, and helpful by answering all our questions, giving us suggestions on where to go eat and always being there for any of our needs. She really made celebrating our birthday and anniversary even more memorable. Can’t thank you enough. Julie, you’re a rockstar.

Everything, location on the quiet side of the riverwalk, super modern building, great main lobby, great rooms. Nice pool and gym and excellent staff

The restaurant upstairs is not very suited to breakfast, they missed to have espresso coffee for instance available one morning

Let me start by saying Corbin is the best worker here his customer service was amazing I couldn't believe it was his 1st week here he answered all questions and if he didn't know for sure he was quick to find out he is truly amazing however the bar we waited in line forever and never got served the breakfast we sat at the counter while 2 workers stood talking looked at us and walked away it took hr and half for room service after we couldn't have breakfast because of mother's day which Noone informed us you had to make a reservation but the hotel is absolutely gorgeous and the bathtub was amazing and yoga was great and so was the spa

Corbin was absolutely amazing! So kind and friendly. He was extremely accommodating! He truly made our stay exceptional