Mokara Hotel & Spa San Antonio

Clogged sink The room where we stayed in the first night had a clogged sink. After one of my friends was done using it, the water refused to drain. It was already past midnight so we couldn’t call right away to report the issue. I assumed the water would slowly drain and be gone by the next day, but I was wrong. We had to use the jacuzzi tub in lieu of the sink. The following morning, we reported the problem and the staff stated they would send an engineer over. My friends and I were changing into our outfits for the day and didn’t feel comfortable having a stranger in our bathroom, so we requested a new room. They informed us that unfortunately they were all booked for the weekend and the only room available was a king size bed with a roller bed. When we went to check it out, the room was a downgrade. The bathroom was a lot smaller than our original room. The only reason why we agreed to switch was because the sink was working and we needed to finish getting ready. When we finally move our stuff in to the new room we were told that the roller bed would be delivered shortly. We lounged at the pool and came back, no bed. We called to remind them that the roller bed wasn’t in yet, and the receptionist stated someone would be coming in promptly. We decided to go out shopping and assumed it would be there when we came back. Upon returning to our room, we discovered that our bed was still missing. At this point my friends and I are starting to lose our cool and patience with their poor customer service skills and lack of communication. They finally sent someone over and brought in the bed. What annoys me the most is the fact that we paid such a high rate to stay at a so called “luxury” hotel for two nights to celebrate my bachelorette, and nobody ensured that our room was in proper and adequate condition. I expected better service.

Best Hotel and Spa in San Antonio! I cannot say enough about the quality of Mokara's customer service. Every single staff member that we encountered treated us like VIPs. It was a last minute booking because La Cantera messed up our reservation and we wound up without a room for our mom / daughters weekend spa trip. Mokara welcomed us with a friendly greeting and complementary drink on arrival, and the customer service, and our stay, only got better from there! We ate in the restaurants and the meals were delicious and bountiful. We enjoyed the spa all day for multiple services and the relaxation room and hot tub. Nothing was crowded and we loved every minute of our day. We will definitely come back for another girls retreat!

Hospitality and kindness We visited from out of town and were looking for accessibility access for my grandmother, since the elevators at adjacent restaurant, we’re down. Isaac and Roland we’re both so sweet to allow us to use the elevator to get her to the Riverwalk. This only speaks to their customer service and certainly makes me wanna come back and visit their hotel because their hospitality and kindness!

Wrong service provided I called the same day and asked for a hot stone massage, which then I asked for how much the service would be and the receptionist told me $240. Then when I had my service it was not what I made an appointment for?? Melody the manager was not accommodating, telling me I will only be charged $230.. I’m supposed come out relaxed and refreshed but ended up stressed and annoyed with Service. Don’t go not worth the money.

A great experience Had a very lovely experience from the beginning. Everyone was very welcoming and the rooms were not that bad. There were minor stains one medium size stain on the headboard and some on the floor. The bath tub could of been cleaned out a little bit more thoroughly, but it still didn't ruin the experience of a beautiful night. The valet and the front desk mainly Stephanie were delightful. However, when I got home and ask questions about my billing, a man named Chris whom I'm assuming might've not have had customer relations like her has no customer experience when it comes to talking to guest but should learn hospitality, especially from Stephanie because she is very professional, and a great person, keeping the hotel at the standard, it should be held.