Our Suburban got stolen!
We left our vehicle with the valet on Wednesday evening before Thanksgiving, but when we came to pick it up Thanksgiving morning, it was gone! Hotel video showed that someone had brazenly walked right up to the front doors, walked around our vehicle twice, then hopped in and took off with it. Fortunately, we have On-Star, so the vehicle was located and an arrest made. These things happen....the valet service itself was extremely apologetic and detailed our vehicle for us once we got it back (it smelled like drugs). They paid for a cab to take us anywhere we needed to go while we were recovering the vehicle. What was disconcerting was the Hotel's attitude toward the incident. Their initial reaction was to ignore it and then sent a sales person to explain to us that it was not their responsibility - they subcontract the valet service. My husband is a Hilton Honors member and filed a complaint. Only then did we finally receive a message on our room answering service with an apology from management. They agreed to take the last two nights off our bill. What a disappointment in customer service!
That being said, the hotel itself is beautiful and located right off the riverwalk. The historic Majestic Theatre is within walking distance, as is the Alamo. The rooms are spacious and clean, and the maid service was very friendly and attentive. The valet service made us a top priority and went out of their way to make the rest of the stay enjoyable for us. If it hadn't been for the Hotel Management's initial reaction to the theft and lack of customer service, I would have gladly given this hotel 5 stars.