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at the Embassy Suites by Hilton San Antonio Brooks Hotel & Spa
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One Night Getaway
Sep 27th, 2020
Spent one night at this property and everything was very organized and clean per our “new normal” CoVid way of life. Room was very well cleaned with the Lysol sticker on the door, assuring us no one else has been in the room. Once it was sanitized, no one else is entering but you as the guest. You can request extra pillows or toiletries, but these will be left outside your door. We did bring our own sanitizing wipes and did an additional wipe down and brought our own pillows. Managers reception was scaled back from what you may be used to when staying at an Embassy, but we had a variety of pre-packaged snacks and beverages to choose from. Breakfast was also not as extensive as you may be used to when staying at Embassy Suites, but we had a choice of scrambled eggs, potatoes, pork sausage, bacon and French toast and fresh cut fruit served cafeteria style in to-go containers along with to-go drinks and plastic wear utensils, all served with big Hilton smiles. Would recommend staying here and would stay here again. TRIPADVISOR.COM USER
Punish your guests
Sep 21st, 2020
After 4 visits to the reception desk and 3 phone calls, the management never addressed our concerns. We had a short trip to San Antonio from the Austin area and being nearly 70, my wife and I called several hotels to request a room that had not been occupied for a couple of days prior to our arrival. The Embassy Suites Brooks reception desk assured us that their occupancy was pretty low and reserving such a room for us would be no issue. Also, because of our early appointment in SA, we requested early check-in since their regular check-in time is now 4 PM, so that we could drop off our stuff and meet our party. They agreed to 2 PM. Upon arrival, low and behold our room was not ready. The reason given, it is still being cleaned and not ready. But, you assured us a room that would not have been occupied for 2 or 3 days before our arrival in this time of deadly pandemic. That is why we chose your hotel. Sorry, you have to wait for the room to be ready. In the elevator it states that you can use your smart phone to unlock the room door. I went to the reception as directed to get directions. They could not manage to help with the set-up. They suggested I call their national customer service line. After 30 minutes of hold we were told that we needed to install their app and have the person who reserved add the second person. It did not work. The next day, a receptionist assured me that she had worked there for 7 years and that a spouse cannot add another person. She still could not help us set up the app for either one of us. The room had a leak from the sink by the front door. As soon as you walk in, you step into a permanent puddle. We thought the custodian accidentally left some mop water there. Nope, it was there the whole time. Our room had what looked like an AC vent above the toilet seat but it was an amplified engine noise that never stopped, day or night. We closed both bathroom doors and still the noise was loud in the bedroom. The next day we found out that our room was adjacent to the machine room and the loud noise was coming from there and leaked into our room through that vent. So much for quiet nights' sleep. Embassy suites used to provide evening drinks and snacks to the weary hotel guest. I asked for a non-alcoholic beer, the bar attendant said that they have that but must charge me for it. The snacks were garbage. After all of our requests to inform the GM about these issues, they never managed to call us in any way. Needless to say, we would never set foot in this so-called hotel. They all need some serious training regarding running a decent hotel and dealing with guests' complaints. TRIPADVISOR.COM USER
Aug 26th, 2020
Micheal the front desk Manager and True were AWESOME! We came here fleeing Hurricane Laura. We were already nervous, anxious and exhausted.. He put all our worries to rest by means of his soft, friendly and reassuring manner. He made us feel at home. Home away from home. I had a family that I’m very close to like family. They decided to come later. But all the hotels in San Antonio were full. Air BnB people were price gauging their places. Micheal unbeknownst to him, answered our prayers. As soon as someone cancelled, he called me and I immediately called my friends/family to book the room. He did not have to go that extra mile for us, but he did. He has officially made me apart of the Embassy suite by Hilton family. I will only stay with this franchise from this day forward. Thank you so much for having him on you team TRIPADVISOR.COM USER
May 25th, 2020
One of the best hotels I've stayed in. Its beautifully designed and decorated and very modern and up to date. You're only about a 15 min drive from the centre of San Antonio. And close to a few good restaurants aswell. The room had everything you neededwhile still be compact. The breakfasts were free too and there was also a happy hour at the bar! TRIPADVISOR.COM USER
Great Property for Business Travel
Mar 23rd, 2020
This is a fairly new property in the Embassy chain, located about 15 minutes from the city center. But it's easy to get to via the highway. Rooms are spacious, staff is warm and friendly. The breakfast crew is exceptional. Parking is free. TRIPADVISOR.COM USER
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