Kimpton Santo San Antonio - Riverwalk

Absolutely did not enjoy my experience here. When we first arrived, we were unexpectedly informed about a $60-per-night “valet fee” that was not disclosed on the website beforehand. On top of that, we paid nearly $900 for only two nights, so the additional fees were very frustrating, especially when they were not clearly communicated before booking. Another issue was the handling of our luggage. When our bags were being loaded onto the luggage cart, one of the bags was dropped, causing all of my toiletries to fall out. Unfortunately, this happened again when we were leaving. The staff dropped my bag containing an expensive blow dryer that I had just purchased at a hair show. They also dropped my food on the ground. The repeated mishandling of our belongings was extremely disappointing and made the overall experience feel very careless. There was also no breakfast included with our stay. We didn’t have any hotel points to use and didn’t want to pay extra for breakfast after already spending nearly $900 for two nights. Again, the issue isn’t necessarily the money—it’s the lack of transparency about what was and wasn’t included before we booked. I chose what I thought would be a high-quality hotel and expected a high-quality experience to match the price. Unfortunately, that was not the case. Between the undisclosed fees, lack of included amenities, and the careless handling of our belongings, I was very disappointed with the overall quality of service. I expected much better.

Our stay at this hotel ended up being a very disappointing experience. At check-in, we paid a $100 deposit, and although all of our expenses during the stay were paid, we were later informed that the deposit had been used to cover other charges. We were not given a clear explanation or an itemized breakdown to justify keeping the money. In addition, we accidentally left a valuable personal item in the room and called only a few hours after realizing it was missing to report it. Initially, we were told that the hotel would look for it and try to return it to us. However, when we called again, we were simply told that the item was lost, without any concrete solution or explanation of what had happened. We also understand that when a guest leaves a personal belonging in a hotel room, the hotel has a responsibility to properly secure and retain the item for a reasonable period of time—especially when the guest reports it missing within just a few hours. If the item remains unclaimed after the applicable lost-and-found retention period, the hotel may then handle it according to its policies. That was not the situation here: the item was reported missing almost immediately, yet we were told that it had already been lost. What was most concerning was the lack of transparency and the contradictory responses we received. We believe both the handling of the deposit and the disappearance of the personal item deserve to be investigated by management. We hope the hotel reviews what happened, clearly explains why the $100 deposit was kept, and investigates what happened to the missing item. We recommend that future guests ask in writing about the deposit policy and be especially careful with their personal belongings.

Аn absolute masterpiece of hospitality in downtown San Antonio! I have stayed at some of the most elite, top-tier establishments across the United States, but the level of service at Kimpton Santo is completely unmatched. In America, service can often feel transactional, but here, the entire team understands true luxury—from the incredibly polite valet parking people and front desk staff to the flawless maids. A special, heartfelt recognition goes to the wonderful waitress, KALI. Her service was especially outstanding, attentive, and spectacular. She carries herself with immense dignity and genuinely went above and beyond to make my dining experience perfect, even ensuring a fresh, clean glass was brought out the exact moment I changed my wine. This level of meticulous care and high-end hospitality is something I have rarely seen outside of the finest establishments in Europe . Everyone should be trained to serve like her! Beyond the world-class staff, the hotel itself is a dream. The absolute cleanliness is striking. The room features a comfortable , high-end shower with amazing, top-quality body products. And the rooftop bar and pool area are simply breathtaking. I honestly do not understand why anyone would choose to stay anywhere else in the city when this hotel exists. A flawless 5-star expedience.

⭐⭐⭐⭐⭐ Our stay at the Kimpton Santo Hotel in San Antonio exceeded every expectation. From the moment we arrived, the service was warm, professional, and welcoming. The hotel itself is absolutely beautiful, blending modern luxury with historic charm. One of the biggest highlights is its outstanding location. It’s just a short walk to the River Walk, making it incredibly convenient to enjoy the restaurants, shops, and attractions without the noise and crowds of being directly on the river. The rooftop bar is a must-visit, offering a fantastic atmosphere, great cocktails, and stunning views of the city. The rooftop pool is equally impressive—a perfect place to relax after a day of exploring San Antonio. The rooms are elegant, spotless, and exceptionally comfortable, with every detail reflecting the hotel’s luxury feel. If you’re looking for an upscale hotel that combines a prime location, first-class amenities, and outstanding hospitality, the Kimpton Santo is the perfect choice. We will definitely be staying here again on our next trip to San Antonio!.