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“Exceptional Customer Service at Westin La Cantera Resort”

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La Cantera Resort & Spa
Ranked #25 of 354 Hotels in San Antonio
Certificate of Excellence
seattle
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Exceptional Customer Service at Westin La Cantera Resort”
5 of 5 bubbles Reviewed 18 April 2012

I just got home from a five day trip at the Westin La Centera Resort and couldn't wait to write my first trip advisor review. Big thanks to PHILIPPE WILHELM, Director of Food and Beverage at THE WESTIN LA CANTERA RESORT for being such a wonderful host. I was in a group of three families that travel together often. We all agreed that Philippe provided the best customer service we have collectively experienced. Our party felt like VIP's all week with him as our host. Philippe went out of his way to recommend activities and dining venues for us daily. He would then go out of his way to meet us at said venues to see to it that we were given top notch service. He was so kind to spend time with our group getting to know us - helping to select a good wine, introduce us to the chef, premium seating, flatbread options for the kids, a library to play board games, arrange shuttle service, visit us poolside, offer shuffleboard tips, and just a lot of fun to be around. Philippe made our vacation special and we truly appreciate his hospitality. On a side note, Cody at the pool was quick to get us cold beverages and meals, while Hannah was equally exceptional and enthusiastic serving our large group in the bar. What a great trip and we owe it to the Resort staff. Well done! Thanks again.

  • Stayed April 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank angie a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Westin_La_Cantera, General Manager at La Cantera Resort & Spa, responded to this review, 19 April 2012
It is wonderful to know that your experience at The Westin La Cantera Hill Country Resort exceeded your expectations. We look forward to having you back again soon!
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2,874 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (341)
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English first
Atlanta
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 16 April 2012

This resort is gorgeous! Being at the Westin La Cantera feels like you are in a fancy villa. Every time you look out a window, you are struck with a stunning view of the San Antonio hill country, the expansive golf course, or the beautiful courtyard. We came to the resort for a couple getaway for some much needed R&R. We stayed on the Royal level which includes breakfast in the morning in a lounge, and hors devours with drinks in the evening. This a great value, and the personalized service in the lounge made us feel like VIPs. The weather didn't cooperate with our plans to sunbathe, but we did spend a little time at the adult pool which was nice and quiet, away from the kids pool area. In fact, anywhere we went in the resort, there was a calming and quiet atmosphere. Despite the lack of sunshine during our trip, we found this place to be a true getaway to really relax. Everything we ate was amazing-Brennan's Cafe had so many appealing options on the menu, we had a hard time deciding. The room service was great, with very attentive servers and unbelievably delicious food. We only wished we could stay longer. We can't wait to come back to the Westin La Cantera for another getaway soon!

Room Tip: Royal level includes breakfast and evening drinks & hors devours. This is a great deal!
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  • Stayed April 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ukrgrl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Westin_La_Cantera, General Manager at La Cantera Resort & Spa, responded to this review, 17 April 2012
Thank you so much for your kind words! We hope your next visit has more sunshine. Please come see us again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Austin, Texas
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
2 of 5 bubbles Reviewed 16 April 2012

Just returned from an overnight stay at the Westin La Cantera. My family and I travel to San Antonio every 2 months for a long weekend and usually stay at the JW Marriott. The Westin had a "special rate" this wknd, so we choose to try out this hotel on this visit. Let me start off with the Pros.
1. Great Location - just a 3 min. drive to Fiesta Texas or the Shops at La Cantera. Hotel even has a shuttle service every hr on the 1/2 hour.
2. Though I didn't play golf, the course looks beautiful. Hill country views are abundant from the resort
3. Room was very clean
Cons:
1. Hotel is very choppy, doesn't have a good flow and hallways are dark and dingy
2. Pool is pretty with lots of landscaping, but is VERY small. I can't imagine going during a crowded time as the chairs are all right up next to one another, with no privacy whatsoever. When I booked my room, I asked if they had a "lazy river" and was told yes. There is NO lazy river here.
3. Bed is extremely uncomfortable! Hard as a rock.
4. Extra charges/tax on check out is appalling! approx. $50 not including $20 valet as parking is down a hill from the front door. You wont want to walk this in heels!
Now about the restaurants. There are 2 (not including the pool bar). One is a cafe open for break, lunch & dinner and one open for dinner. We at at the cafe for lunch and it was fine. Although an ice tea will cost you $4.00 compared to a kids hamb. with fries at $5.50!?!? ridiculous! For dinner we choose the cafe again b/c "Franchescas" was way overpriced and didn't have much of a selection... I.e., $42 for lobster enchiladas.
Service was horrible! When we arrived at the hostess stand nobody was there to greet us and there were 2 other couples in front of us that had been waiting also. The rest. was NOT busy. We got seated next to the windows which overlooked the pool and the smore cook out which was nice. After we ordered our food we waited 30 min. for our food and finally our waitress came to our table and apologized as there was a large table ahead of us (about 20 people) but besides that the place was not busy. I would hate to think how long we would have waited if it was busy. All I ordered was a cup of soup for dinner (pic posted) and when it was set down in front of me, she spilled it. When we checked out in the morning, I was going to tell the front desk about the service but was NEVER asked how our stay was. Mind you, the person who was checking out next to us with a different lady was asked and the desk person went on and on about how grateful they were that they continue to choose The Westin brand for their stays as they were a "gold" member. Not being a "gold" member, I was not treated with the same respect. I will not being returning to this "resort" and will continue to visit the JW Marriott. That is a true resort and their staff are exceptional.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Txgirltravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Westin_La_Cantera, General Manager at La Cantera Resort & Spa, responded to this review, 3 May 2012
Please accept our apologies that your stay did not meet your expectations. We clearly missed the mark while you were here. We are sorry if the sales tax and resort fee weren’t explained clearly to you in advance. All hotels in our areas are subject to city tax of 9%; county tax of 1.75 %; and state tax of 6%. We also charge a $24 resort fee, which covers all of our amenities, including an array of complimentary resort activities like evening s'mores, trivia, evening movies, nature trail, and all kinds of kids' activities.

We have several pools, so you might prefer another one next time. There are separate pools for lap swimming, volleyball, a waterslide, and the kids; one pool is for adults only. It sounds like the term “lazy river” was misunderstood by our team, because we have a water feature that runs through the property between pools. All guests should be treated the same way, and anyone is welcome to join the Starwood Preferred Guest program at any time. Please accept our apologies if you felt in any way slighted.

Also, please contact us regarding your dining experience as we are very concerned about your feedback. The hotel number is (210) 558-6500; ask for the General Manager's office.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chicago
1 review
4 of 5 bubbles Reviewed 16 April 2012

We enjoyed our 3 night stay at this resort- the hotel lobby is very welcoming, the employees were extremely friendly and helpful, and the restaurant offered delicious items for very reasonable prices (the salmon, tortilla soup, and lemon jumbo shrimp were all wonderful). We were very impressed with the countless activities offered for kids (smores, treasure hunts, water slides) and adults as well. I really think this hotel has the potential to be 5 stars, with the exception of the room cleanliness. Upon arriving, we found coffee spill stains on the front and bathroom door, the sheets were on the bed in a messy way (to the point that the actual mattress was showing) and both my husband and I both commented to each other about the the brown/red stains and dust on the baseboards in the bathroom (gross). When speaking to another guest around the pool about how much we enjoyed the resort, they mentioned similar cleanliness issues in their room. Overall, I think more attention to the cleanliness of the room need to be made to bring it to the standards to mimic the high standards held everywhere else around the hotel.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank k k
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Westin_La_Cantera, General Manager at La Cantera Resort & Spa, responded to this review, 17 April 2012
Please accept our apologies that you encountered anything less than an immaculate room while you were here. We have reviewed your feedback with the housekeeper supervisors who inspect our rooms prior to guests' arrival, and we are confident that this will not go unnoticed again. Please contact us if we can be of further assistance.
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Wilmette, Illinois
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed 15 April 2012

Our family of six opted to stay in a 2 bedroom casita with adjoining living room for our 5 night stay. Because these casitas are a short distance from the main resort, complimentary golf carts came with the room (my kids enjoyed this!). The resort was beautiful and the location of the resort was very convenient. I don't feel the quality of the casitas and the service were on par with that of the main resort. Our phones didn't work, 2 out of 3 remotes weren't working, the shower drain was in disrepair and we had to wait several hours for the staff to hunt down our golf carts. I will say the staff was very nice and happy to address all of these issues, I would just prefer not to have the issues in the first place The casitas had a smaller pool but it was unattended and the lounge chairs were plastic and towels weren't readily available -- not of the same quality as the main pool. My older kids were disappointed with the main pool -- it was a little undersized relative to the size of the resort. Finding seats at the main pool was difficult and service at the pool was spotty (which might account for the built in 21% gratuity!). I believe our rating/experience may have been better if we had stayed at the main resort.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lifeisgood67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Westin_La_Cantera, General Manager at La Cantera Resort & Spa, responded to this review, 17 April 2012
Your room, whether it is a casita or a guestroom inside the hotel, should be comfortable and relaxing, and non-working items like your remotes and phone detract from that. We apologize if they were not able to be repaired or replaced while you were here. The housekeeping and maintenance teams are inspecting the casitas to ensure that future guests don’t experience the same problem. Please accept our apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about La Cantera Resort & Spa

Property: La Cantera Resort & Spa
Address: 16641 La Cantera Parkway, San Antonio, TX 78256-2401
Phone Number:
Region: United States > Texas > San Antonio > Northwest Side
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Top resorts Hotel in San Antonio
#10 Spa Hotel in San Antonio
#15 Luxury Hotel in San Antonio
#20 Romantic Hotel in San Antonio
#41 Business Hotel in San Antonio
#51 Family Hotel in San Antonio
Price range (per night): $415 - $708
Hotel Class:4 star — La Cantera Resort & Spa 4*
Number of rooms: 496
Official Description (provided by the hotel):
La Cantera Resort & Spa is a 550 acre hill country oasis atop one of the highest points in San Antonio and is centrally located to the finest attractions the city has to offer. Luxurious accommodations offer every amenity in addition to separate adult and family friendly pools, Loma de Vida Spa & Wellness and 36 holes of on-site championship golf. Less than a mile away with complimentary transportation are the Shops at La Cantera with a variety of luxury shopping and dining options, The Rim shopping center, and Six Flags Fiesta Texas. Additionally, SeaWorld, downtown San Antonio, the airport and hill country adventures like antiquing, and wine tours are 20 minutes away. ... more   less 
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Also Known As:
Westin La Cantera Hotel San Antonio
La Cantera San Antonio
Westin Cantera Hotel
Westin La Cantera Resort
Westin San Antonio
San Antonio Westin
The Westin La Cantera Resort San Antonio
La Cantera Resort & Spa San Antonio, Texas

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