Hampton Inn San Antonio Downtown

Our experience at this hotel was unacceptable and deeply disappointing due to the conduct of the General Manager.

My family stayed at the hotel from July 19 to July 24, 2026. My daughter has a legally recognized service dog that assists her with anxiety-related disabilities. During our stay, she briefly stepped outside while the service dog remained in our room under the direct supervision of her father. Despite the dog being under control and safely supervised, the General Manager insisted that my daughter was legally required to take the service dog with her whenever she left the room.

The following day, my daughter, who speaks English fluently, politely asked him to show us where that requirement existed. After reviewing the hotel’s own policies, he was only able to point to a rule stating that the service dog must remain under control at all times. That requirement was clearly being met because the dog was under her father’s supervision.

When my daughter demonstrated that neither the Americans with Disabilities Act (ADA) nor the hotel’s policy supported his claim, he responded by saying, “I’ll let it go and forget about it.”

However, despite acknowledging that he could not support what he had told us, we were charged a pet fee at check-out solely because we had a service dog. We believe this charge was unjustified and particularly troubling given the events that had taken place the day before.

Equally concerning was the General Manager’s attitude. Throughout our interactions, he was dismissive, discourteous, and unprofessional. Rather than listening to our concerns or demonstrating an understanding of the ADA, he chose to intimidate us and misrepresent the law. This is not the level of professionalism or hospitality that guests should expect from a Hilton property.

We respectfully request that Hilton investigate this matter, review the actions of the General Manager, refund the improperly charged pet fee, and ensure that management receives appropriate training regarding the rights of guests with service animals under the ADA.

No guest traveling with a legitimate service dog should have to experience misinformation, intimidation, or improper charges while staying at a Hilton hotel.

Good but I ended up booking an extra room , so they charged us parking and idk what else and they said we were getting it back as a deposit and never got it.

Front desk personnel and location…

La ubicación

Proximity to ricer walk. Nice breakfast.

Easily accessible to downtown!

Absolutely horrible experience. Room cleaners rummaged through my suitcase and stole $400 that was out of site. They also stole $500 from my roommate who stayed in the room with me. Front desk was incredibly rude and very dismissive about the situation. The manager confirmed it was stolen and said I would be reimbursed, but went back on what he said and claimed that the theft never happened (This is all in writing). Overall, horrible experience. Hotel management and staff lacks integrity and did not handle this situation properly. DO NOT STAY HERE!

the breakfast was fantastic , great choices suiting to a variety of pallets! Location was great with easy access to ubers. I appeciate the secure parking lot as well. I loved the "bird dropping " signage for awareness when parking near trees

The rooms were clean and spacious. Great bang for your buck and Rebecca with HGV was so amazing!

The best location

Ubicación

Staff is wonderful and knowledgeable of the area, rooms are nice and spacious, prices are good and even though we have to pay for parking it's not bad since you are allowed to park in a gated parking lot