Crooked Branch - San Antonio

Wow! Impressive property! We feel like royalty and everything has really exceeded our expectations! The rooms are pristine. The staff is so personable and professional. The spa is amazing and I had an amazing massage. We will be here all week and I am looking forward to another massage with my husband joining me next time. We have found our new favorite spot to stay while in town!

As it turns out... I don't post many reviews on Trip Advisor.. and aside from a review for a tour guide in Paris (Dec 2022 , my last review was a detailed write up on JW Marriott Hill Country in July 2018! Ironically, this review is almost exactly 5 years apart from our last family trip to JW Hill Country (my wife+kids stayed here in Spring 2022 for something without me . A very short notice (approx 10 days and 2 night stay last minute end of Summer getaway before school starts and breaking up the drive back to DFW from a swim meet. Overall it was a good stay services and property are nice and look like they may have been updated since 2018 (my last stay . Food Cibolo Moon and Rivertop Poolside lunch were excellent as always. Extra shoutout to Angelo (server Cibolo Moon and Abby (server covering beach pool area for Rivertop . They were both AMAZING. Ili at the Front Desk was great also during our check in. River Bluff crowded but a good time; lifeguard staff is great and attentive. Definitely a more fun experience with kids being a touch older now (both over 7 Activities we enjoyed poolside movie night, some of the kid activities and of course the S'mores! Miscellaneous I was surprised how much more smoking I noticed on property. At least 3 different occasions my family saw a guest smoking and/or smelled cigarette smoke at the River Bluffs. But then we didn't want to spend time on our walk out balcony due to the really strong smell of cigars... which were a bummer. BUT I actually felt compelled to write this review because our King bed was unfortunately the most uncomfortable bed I've ever had in ANY hotel. And I'm generally not picky for bedding I'm typically someone who can sleep on flat, hard ground surfaces. I had to ask my wife if it were just me she commented on being surprised how uncomfortable the bed was also. I'm certain we will be back again (our kids love the property , but man, I hope sure hope the beds get better (unless it was just our room... , and maybe have separate smoking areas....

Booked a last minute non/suite stay for $922 at 11pm at the front desk. That was 60 minutes before the room would have been a total loss for the hotel. Before I swiped swiped my card at the front desk I request med the front desk person to check for the availability of a 4pm checkout. If the 4pm checkout was not available I wanted to book a second night. Both options were available per the front desk person. I chose a one night stay with 4pm checkout and the front desk person said it was setup in the system and it was guaranteed because I am a Titanium member. I swiped my card and went to my room to get some sleep. I woke up at 9:30 a.m in the morning with a notification from the front desk that my 4pm checkout could not be honored because they sold the second night after I checked-in. After paying $922 for 8 hours sleep in king bed non-suite room I only had 1.5 hours to check out. Marriott written policy states that a 4pm checkout that is guaranteed when it is given to a Titanium guest. But this JW Marriott says reneging/rescinding a 4pm checkout is allowed if the extra day is sold after a customer was granted a 4pm checkout. This was stated to me with the knowledge the property was 60 minutes from a 100% loss on the room before I bought the room. Thus is the low level of empathy that you are dealing with at this JW Marriott property. Book at your own risk

I want to start off by saying the water park was a lot of fun and the staff on property are all really great and helpful. However, with that being said this just didn’t feel like a JW property. One of our biggest complaints was the food. We went to a couple of their restaurants on the first day and the food was just not good at all. It was so bad that we just decided we’ll have to leave to get food for the rest of the trip and with the JW name I expected the food to be better. The only good meal on property was their breakfast buffet which was really good! It was a shame the rest of the food didn’t match. The hotel property is really nice and our room was clean and comfortable. Also, just a note to those who are Marriott Bonvoy Elite Platinum or Titanium they do not offer a club level lounge if this is something you look forward to. Overall it was still a nice stay and we would love to come back but aren’t sure we liked leaving the hotel for food when we wanted to spend are whole time on the property.

This was the dirtiest hotel I have ever stayed at. When we arrived to our room, there was hair all over the floor in the bathroom and a hairball in the hallway. There was mold all around the door of the shower, a box of wet tissues, stains on the furniture and multiple bugs in the bedroom (alive and dead). We called the front desk to let them know the condition of the room and they said they would have the cleaning crew come up to clean while we were at dinner.. that never happened. For daily cleaning the only thing they did was make the bed and replace towels. On our second day, we stopped at the front desk to again request the room to be cleaned.. they assured us they would send the cleaning crew. They again did not show up and we never received any follow up communication regarding this. We overall were pretty grossed out by the condition of the room and would not stay here again. The water park is fun but the water is not very clean, a lot of trash, debris and bugs in the water. Incredibly disappointing for a JW Marriot Hotel.