The San Luis Resort Galveston, Galveston

I arrived at 9pm & was told the mid-level room I had booked was not avail. They did put me on 6th floor which was ok but like to be higher. Elevators are an issue here. Long waits. Only 2 of 3 were working. Will stay again but they need to work on elevator issues.

Our daughter graduated from a local college and my sister and my mother-in-law made arrangements to attend. I used the San Luis web-site to make on-line reservations for 3 KING VIP rooms several weeks in advance, and I requested that all 3 rooms be on the same floor. Prior to arrival, we had to change our arrival date to one day later than originally reserved. I went on-line in an attempt to change the arrival date and was instructed to call the property directly. (I also noted that the rate had dropped over $100/night since I originally made the reservations). I then called reservations BEFORE the cut-off date and the very nice lady agreed to change our arrival date and update to the lower rate. I requested and was promised an e-mail confirmation - which I have never received. An interesting side note: I asked the reservationist if, since the publicized rate on the hotel web-site had dropped, if my rate would automatically be adjusted, she replied that “no, you must request a rate change”. In hindsight, that should have been a warning sign… Since I didn't receive the promised e-mail update, I called again to make sure the change had been made. The next lady I spoke to indicated that the record showed that my reservation had been updated; but only the request to change the rate - not the dates. She agreed to change the dates, but indicated that since the reservations were originally made on-line (on THEIR web-site), the hotel WOULD NOT send an e-mail confirmation of the change. You guessed it, when we arrived, I was told that 2 of our rooms had been cancelled after we did not show up the day before - and my credit card had been charged as a "no-show" for both rooms. After getting that straightened out, I was told that only 2 of the 3 rooms were currently available and I was instructed us to return "after 3 PM". We showed up about 3:15 to find a line formed at the front desk while one of the front desk staff was busy on what seemed like a personal call for 4-5 minutes even as the line grew much longer. When we were finally offered help, we learned that housekeeping still had not released the room. I asked if there were other rooms (even doubles) that may be available; and was assured the 3rd KING room would be available shortly. We visited with our daughter and her classmates and returned at 10PM after dinner to find that our 3rd room had been taken out of service. All other rooms had subsequently been committed on that floor, and one of us had to take a room on a different floor. We trekked up to the 16th floor to claim the original 2 rooms only to find that the keys they assigned us earlier did not work. The two at the front desk fell all over themselves assuring us “it isn't our fault", but made no attempt to create an acceptable resolution. While we were out between attempts to check-in to this property, we visited with others on the island here for the graduation ceremony. When we told them our story, two couples acknowledged that they too had preferred the San Luis, but had chosen other properties after being disappointed with unfulfilled promises of room types, room location, or price gouging. They were now staying at the Galvez and Tremont House, respectively. We visited both while on the island and were impressed with the welcoming attitude and friendly and courteous way in which we were treated - very unlike the "we don't care" attitude we received from the San Luis front desk. And, finally, at least one of the web-sites this hotel uses to accept reservations advertises “Free Wireless Internet”, only to find an insert in our packet explaining I will be charged $2.50/night/room charge for the “free” internet service. If you are concerned with attention-to-detail, accommodating customer requests, and a problem-free stay, STAY AWAY FROM THIS PLACE!

First, most negative reviews are a result of staying in cheap rooms. If you go ahead and spend the extra $100, you can go Club Ten, $20 more and you can get the Club Ten suite which is where we stayed. This was my 5th stay there and I never experienced any of the horrifying stories on here. My first stay was in one of the cheaper rooms on the 11th floor. It was nice and clean, no broken anything and the staff was amazing. This stay was in the club ten suite. Absolutely fabulous! The decor is nice (even though the hotel itself is old). The beds were super comfy and the fiji water and truffles were a nice touch. The suite is a corner room so it has a super big window and a romantic view. My suggestion for the best food ever in Galveston is The Spot which is right up the road.

The staff was very friendly and helpful. Nice location to walk to restaurants. We stayed in room 809 and when we went to take a shower, the shower would not work. We told the front desk they said they would sent someone right up. But never did, by the next day we still could not take a shower. So again we told the front desk upon checking out. The housekeeping kept slamming the doors which shook our room, making it hard to sleep in. There was not enough blankets on the beds, just thin bankets and sheets. Not what I have experienced at a nice hotel of this caliber. The door under the sink fell off, only held up with velcro, could hurt if it fell on a foot. Looks cheap.

I surprised my boyfriend with a night at the San Luis. It has been on my bucket list for quite sometime. We went between Christmas and New Year's. Our room was wonderful. Service was excellant. We ate at the Steakhouse that evening at the hotel. The food and service was superb. Pool area etc. was lots of fun. We meet some really nice people. I told my boyfriend that I felt like we were in Cabo. I didn't want to leave. It was a great get away and just an hour away from Houston. We will definitely be going back soon. I would highly recommend the San Luis for any occasion. A 5 star hotel for sure.

I wish I would have read the reviews before we went. I have to agree with MOST of what is written here. Our room had older bathroom door & dr. knobs, no steam exhaust and my balcony slider didn't lock. We were in rm. 1418. I guess we were lucky in that there were several 'religious' gatherings going on during our stay. So no loud drunken people poolside late at night. I did see the police there more than once. Makes me wonder why ? I did notice also that we had NO top blanket on the bed. Just sheet, thin blanket and then another sheet.. We did wake to find NO water pressure one day. We were told it was a water main break and the city was working on it. TRUE ? The hallways were COLD, COLD from room to elevator. The best thing about the whole stay I have to say as a man-PIG were the pool attendants. They were young,sexy and in tight skimpy outfits with ample clevage. Whats NOT to like... My kids did enjoy the pool and water slide. The water slide water was COLD; not heated like all the other water.

Well for $369 per night I would have expected to be treated with a bit more dignity and respect. I'm actually in my hotel room (club 10 level) writing this review. Why am I in my room writing a review and not poolside with all of my friends for the birthday weekend that thousands of dollars had been spent on? Well.... When we arrived, with the rate we paid for our room, valet parking was meant to be free, as we were told on the phone when making reservations (guess what, it wasn't). Then as we watched other guest have their luggage brought into the "resort" not a single person even acknowledged us. That's okay I let it pass, I mean this was the first trip I have been able to take my wife on in 3 years, lets just enjoy the time. So we check in, and go down to the pool to celebrate my brother's girlfriends birthday. Now, some of us smoke, and some resorts can be picky about how and where you smoke, not a problem as I will just ask what to rules are and comply. Our waitress Mallory, informed us that we could only smoke in the Cabana's that we rented ($365/ cabana by the way). So we smoked only in the cabana. Apparently we found out there is a smoking section on the front steps where Valet parking is, we were never informed of this location when I asked where we could smoke. The next thing I know my wife comes over to me, crying, and states that "we have to go.....we got kicked out by the Police", (After 5 hours of being at the pool area and smoking the entire time). The management stated they had told us to quit smoking 2 times. I explained that we had no problem to smoke in the designated area, however, the police officer informed us that management had instructed him to escort us out of the pool area and that we could only remain in our rooms for the night. The management stated they did not know what we were smoking (implying illegal substances). For the price that I have paid, as well as my brother who just wanted to have a good weekend, we should never have been treated in the manner we were. I could understand if our party had gotten out of control, if we were rude. However when your paying over $500 for cabanas, and several rooms at over $300 a night, plus the untold amount that we spent on food and drinks, well I can say I have not ever had an issue at the Hotel Galvez. I would highly recommend that you be wary of staying at the San Luis Resort. If there is one thing that I cannot stand it is to be talked down to and disrespected while I am on vacation. Again I could understand if I was being rude and non compliant, however I try to treat people with dignity and respect to resolve issues. I am unbelievably upset that my wife and myself and our party of approximately 15-20 guests were treated in such a manner. I can tell you now that I will not be staying at the San Luis Resort for some time, I will be taking my business back to the Hotel Galvez. I decided to try something new, and I paid for it, figuratively & literally. I have done nothing buy apologize to my wife for the way we were treated when we simply followed the instructions we were given by our Waitress Mallory. I hate that I am writing a negative review because the hotel itself was actually very nice, however it is the people that make the experience. We had to wait for our meals and drinks for over an hour, our waitresses were very unresponsive (although very polite and appologetic for their continuous absence throughout the night....well I have to be here until tomorrow morning... I guess I'll turn on the TV in the room... I guess I could have done that in the comfort of my own home, but I paid for it so I'll try to make what I can out of this terrible evening. San Luis, thank you for making my wife cry, thank you for making our Birthday girl cry, and thank you for being disrespectful to my brother who shelled out thousands for this weekend, thanks for sending the cops to kick us out of the pool we paid for and still charging us!!

This place is so overrrated.. I think that it is over priced and worst service around...

The first time we stayed at the San Luis was in 1996. We loved it then and still love it. We go every chance we can. I wouldn't think of staying anywhere else. In fact we are planning a trip there in a few weeks. I have read the "bad" reviews and I'm thinking they were written by people who wouldn't be happy anywhere and they also don't do spell check. We have always had great service from everyone in the hotel. I highly recommend this hotel.

Can't check in on a Saturday? Crazy and ridiculous! Just gets worse from there. Used to be a gem back in the day, but now owned by Fertitta who is not known for quality or customer service. Any "good" reviews are written by Fertitta's management and corporate staff. Go to the Galvez or Tremont House, which are much nicer and have a more professional staff.