JW Marriott San Antonio Hill Country Resort & Spa

We previously stayed at this JW over Labor Day weekend and had such a good experience that we recommended it to several friends. This visit was completely different. The accommodations are lovely and the food was good, but the service was poor across the board. Over our 5-night stay, our room was never automatically serviced and was only cleaned when we specifically asked. Even then, by our last full day it was still filthy when we returned at 4 p.m., and our room was not vacuumed once during the entire stay. The pool was dirty, the hot tub was opaque even once the weather warmed up, valet delays were excessive, and the pull-out couch mattress was so old and uncomfortable that our son ended up sleeping with us. As Platinum Elite members, this was especially disappointing and far below the standard we expect from a JW Marriott. We know this property can do better because we experienced that firsthand on our prior stay. Guests deserve a great experience and unfortunately this property failed to deliver. **note** we asked to speak to the manager. He was unavailable. We also sent an email. Management has remained unresponsive.

We had another fantastic stay at the JW Marriott San Antonio Hill Country Resort & Spa this past weekend. The property itself is beautiful, but what really makes the experience special is the staff. A huge thank you to Executive Sous Chef Matthew Boring and the team for going above and beyond. Before we even arrived, Matt reached out to confirm our dietary restrictions (vegan and coconut-free) and personally made sure there were great dining options available for us. When we arrived, he even offered to meet us at the restaurant to walk through menu options and ensure everything was perfect. That level of attention and care is rare and made the weekend feel truly personalized. The whole team was welcoming and responsive, and it’s clear they genuinely care about creating a great guest experience. The resort itself is amazing—great food, beautiful grounds, and plenty to do—but the hospitality from people like Matt and Brian is what keeps us coming back.

Loved our stay at this property. We had a lovely room with two queen beds. Very quiet and clean. The water park was so nice and just what we needed for a few days RnR. We will definitely return to this beautiful resort.

Used urine pads were left in our bed under the fitted sheet from someone's previous stay! I did not originally plan to write a review, but the failure of the Marriott team to properly address this situation has left me no choice. We checked in on December 28, 2025, and stayed in a room with a king bed and a pull-out couch for our two young sons (ages 4 and 2). The bed appeared to be made with clean sheets, and like most guests, I did not think to pull back the fitted sheet to inspect the mattress. On our last day, after our third night, we removed all the bedding to make sure nothing was left behind. At that point, we discovered several used urine (“pee”) pads placed directly on the mattress under the fitted sheet. This was absolutely disgusting. My children slept in that bed for three nights, unknowingly on top of someone else’s used urine pads. My wife immediately went to the front desk. The staff member was polite and issued a $300 credit. I requested a full refund of the room charges (excluding meals), as this is a serious sanitation and health issue. We were told we would receive a follow-up call on January 5th, but no one ever contacted us. At this point, it feels like Marriott is simply hoping we will forget about what happened. We will not. This experience was unacceptable and completely inconsistent with the standards we expect from a Marriott property.

The hotel has none of what used to make JW Marriott special. Beds are not comfortable, we had to ask for new pillows. At night there was line at the bar to grab a drink and sit wherever you could, service was non existent. No one greeted us for check in much less helped with our bags. Multiple calls went unanswered and most staff seemed new and untrained. We did not go to the water park which seemed to be a main attraction. Breakfast quality was really good.