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Business Profile

Hotel Consultants

AC Hotel San Antonio Riverwalk

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We checked in today 1/27/24 at the ** Hotel by Marriot downtown San Antonio ** Riverwalk around 1:40 pm. Through an Expedia reservation booked conf # **************. Upon arrival we were given room **** and not made aware that there was no functioning TV nor Landline, nor WI-FI. I had to go down to reception instead of being able to call from my room. I was told that it was just a temporary fix that their IT engineers were on it. I trustingly believed their claim& went onto go have appetizers and a walk within our surroundings. Fast forward 5 plus hrs we come back to once again a room w/out Wifi,TV,landline nothing but static.when I went back down to reception to ask about the lack of service /connectivity they simply claimed that it was a freak accident& there was nothing they could do about it. Basically saying to tough it out. I calmly expressed that what type of reimbursement protocol do they have in place when these freak accidents happen & which we were not made aware of during check in. The manager simply said no reimburse action has to be done on their part because they already advised IT ,but you know how IT can take their time. I asked to just get a full reimbursement and that Id have to get alternate lodgings because its simply unacceptable for me to pay full price when I cant even work, watch tv, or call in case of an emergency from my room. They said that I needed to contact Expedia which I did. All my calls kept dropping I ended up telling about 7 different reps my situation and was finally given a relocation option only to be booked at the exact same place Element Hotel which is a sister hotel basically sharing same building and lobby! I was first told Id be relocated to Hampton & was given this conf# ************** by Expedia to check in at the Hampton inn downtown SA only to receive a call 2min later saying I was relocated to the Element (the hotel in same building as the ** my original booking) needless to say I had to check out and drive 200m back home as nothing got resolved . Not by Expedia nor by Hotel **/ Element

    Business Response

    Date: 02/12/2024

    Good Afternoon,

    I am so sorry to hear all the challenges that you had during your stay.   It was a tough weekend for the whole team as well, as this IT issue was traced back to an issue in ******* at the main headquarters for our Internet Provider.  The team tried their best but they were left with no options in regards to phone service, internet, and TV service.  Regardless back to your case - we will be glad to refund you the funds you paid for your stay as I can understand your frustration.  I hate to point you back to the direction of Expedia, but they charged your card so they will have to provide the refund.  They can reach me directly at ****************************** and I would be glad to confirm the refund of the charges.   Once again I am sorry for your experience and we are glad to abide by your request.

     

    ***************************

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our family recently traveled to San Antonio, ** to attend the ****************** football game. We booked and stayed at your AC Hotel by Marriott San Antonio Riverwalk. First of all we requested a QUIET room in advance. What we received was room **** which is just above your nightclub/bar. This room is also closest to a *************** that starts ringing their bells in the bell towers at 6 am. If this is not enough noise for you, then you can enjoy the freight trains coming and going while their horns awaken you. What is quiet about this room?Secondly, which is more frightening than the noise, is on December 30, 2023, my wife was showering in our hotel room **** at approximately 6:00 am. After drying off, she attempted to exit the bathroom but was unable to, due to the 175 ********* barn style entry door coming off the track and trapping her inside the bathroom. I could not budge this door open, as it was lodged off the tracks. I called the front desk to have maintenance come up and free her from the bathroom. After some 20 minutes, the maintenance man was able to move the heavy door by using a hex key wrench to loosen the safety tabs. We were lucky to make it to the airport on time. The female employee with glasses informed us that manager (***************************) would contact us, but has yet to contact us regarding this matter and upon reviewing the hotels' reviews online, we noticed that we are not the only ones that have experienced this safety concern. What if my wife was by herself on this trip and her cell phone was out of reach in another part of the room? The maid does not come daily, so how long would my wife be stuck in there? What if there was a fire or some other evacuation emergency? What if my wife had a medical condition? These doors are unsafe! The maintenance man indicated that this happens more than you think.We have waited 2 weeks for a response from management and nothing!?

    Business Response

    Date: 01/13/2024

    Good Morning ******************,

    I have attached the refund you requested.   Thank you for your quick response. 

    We will follow up internally with our staff in regards to the challenges during your stay.  Thanks again for being a loyal Bonvoy guest. 

    ***************************
    General Manager
    T ************ ex.7616

    <image001.png>

    ***********
    & ELEMENT WESTIN
    SAN ANTONIO RIVERWALK
    111 *****************.
    San Antonio, ** ***** ***
    AC MARRIOTT | ***********************************************
    ELEMENT WESTIN | *****************************************************
    Operated under license from ****************************** or one of its affiliates.

    Customer Answer

    Date: 01/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

    *************************

    Customer Answer

    Date: 01/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

    *************************

AC Hotel San Antonio Riverwalk is NOT a BBB Accredited Business.

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