We chose Kimpton Santo expecting an upscale experience in San Antonio but it was anything but that.
No Guest Priority: Most luxury hotels with popular bars or restaurants offer reserved areas for hotel guests. Not here expect to stand at the bar with the general public at the rooftop bar, even as a hotel guest.
Valet Nightmare: Valet is $70 per night, and each time we requested our car, it took 30+ minutes to get it. For a supposedly high-end property, this kind of delay is unacceptable.
Poor Room Conditions: The room had a noticeable, unpleasant smell that only disappeared after we dropped the AC to 69°. That shouldn’t be the solution in a hotel at this price point.
Housekeeping & Service Failures: Our room was not serviced once during our stay despite being out from 9 AM to 5 PM and again from 6 PM to midnight. When I called the front desk (after several tries because no one answered), I requested water, coffee pods, and clean towels. Two hours later, nothing had arrived. We literally had to shower using towels that had been on the floor for over 24 hours.
Poor Communication, Minimal Effort: When I mentioned all this at checkout, the staff was kind and apologetic and took $50 off our bill, but that small gesture doesn’t make up for the lack of luxury, efficiency, and basic hospitality throughout our stay.
Save yourself the frustration and book elsewhere