Misty Mercado

Review of Grand Hyatt San Antonio / Hyat...

For the Grand Hyatt to be such an elaborate hotel,...

For the Grand Hyatt to be such an elaborate hotel, we were very disappointed in several aspects.

Customer service was non-existent. There were five people working behind the desk, helping no one physically or on the phone. Despite that, I stood - unnoticed - in the check-in line for over five minutes until I finally had to ask if there was someone else available to assist me.

The valet failed to pull our car around despite having put in a text and a call for our car. We had to wait almost 20 minutes for our car because they were 'short-handed' that Saturday morning.

Our room thermostat wasn't working properly. Despite turning the air down, we were miserable and hot. No doubt, the hotel controls the internal temperature despite there being thermostats in each room.

Additionally, the motion sensor lights in the floor of the room were like waking up to a runway in the middle of the night when walking to the bathroom. It disrupted those trying to sleep. The bathroom lights worked on a motion sensors as well, coming on full blast, again in the middle of the night.

The toilet paper was so thin you could see through it. The pillows were so flat that it required stacking three together to make one sufficient pillow.

The costs of food were astronomical, even in their small cafe. We will not return to this hotel and will, instead, choose another option on the Riverwalk next time.