Hotel Emma at Pearl on the Riverwalk

We came to San Antonio for the Mens NCAA Tournament. Although we travel often globally, we had not been to San Antonio. We found the highly rated Hotel Emma upon our planning search . . . And OH MY . . . YOU MUST GO! This hotel's character, customer service and overall experience ranks near the top of any hotel we've stayed at. Decor throughout the hotel, the smells, the staff, the comfort, the dining options, the CUSTOMER SERVICE - and all located in the very fun and engaging Pearl District of San Antonio! Do yourself a favor - put it on your list. The hotel alone is a reason to visit San Antonio! Don't miss this one!!!!

I sent this email to Hotel on March 29 and never got a response. I am writing about a recent stay at the Hotel Emma. I checked in on March 27th and checked out today, march 29th. This stay was supposed to be stress free break after a difficult work week. My stay was less than relaxing. I started out in room 307 and woke in the night with a terrible headache and my right eye tearing. The room smelled of smoke that was coming in through the vents or window. I called downstairs to ask about the smell and they sent someone with an air purifier. This led me to believe this must happen frequently. I ended up having to pack up my stuff and wait for another room on the other side of the hotel away from the outside fireplace and vents that were just outside my window. Later that afternoon I was given room 610 where I was able to take something for my head and relax a little. Shortly thereafter, the toilet in the bathroom started running non-stop. They sent up engineering and it was fixed. I did notice that the halls of the hotel also smell of smoke which leads me to believe there is a problem with the hotel's ventilation. The below picture shows the vents immediately outside the room. Given the cost of the room at the hotel, I expected a significantly better experience. For the cost of one night at the Hotel Emma, I could stay at The Plaza in Manhattan and had service and comfort that far exceeds the Hotel Emma. I think it is important for guests to know what to expect at the hotel especially given the cost and the smokey smell was not disclosed. Had I known, I would have stayed elsewhere for much less and a better experience.It was a very disappointing stay aside from the very kind people that work at the hotel.

Sebastian at the valet stand was a delightful introduction to your fine hotel. Lunch at Supper was delicious. Brunch of brussels sprouts and French toast. Friendly hostess and attentive server. Only thing missing was a diet Dr Pepper. We will be back for a stay.

The hotel truly lives up to its reputation as one of the best! The friendliest and most courteous staff! The Library was a great place to have a drink and read a book. Room was very clean and inviting!

This was my third stay at Hotel Emma, and unfortunately, it didn’t live up to the magic of my previous visits. While many staff members were warm and helpful, special thanks to bellhops Marcos and Walter, and turndown service from Betty, there were multiple disappointments this time. A valet incident where I was asked for my ticket (which I had forgotten in the room) felt unwelcoming, something that hadn’t happened in prior visits. Concierge communication was also lacking. A dinner reservation supposedly made at Supper wasn’t confirmed, and we were only seated because of the front staff’s kindness. Supper’s food and our server Bianca were wonderful. At the pool, the attendant was the least friendly of all staff. We had to switch suites due to the rain causing a leak. Hotel Emma has always stood out for its charm and impeccable service, but this visit felt disjointed and lacked the special touch I’ve come to love.

I highly recommend Hotel Emma. It is top notch! The staff, the food, the cleanliness. It's one of the best hotels I have ever stayed in. The restaurants have delicious food, and the bar Sternewirth is a must-visit for drinks. The rooms are super comfortable. We had one with a terrace, and it was awesome.