db San Antonio Hotel and Spa

I am writing to share some important feedback regarding our recent family stay at db San Antonio Hotel & Spa. to highlight both the positive aspects of our holiday and some very serious concerns we experienced. To start with the positive, the hotel was very clean throughout our stay. We also found the pool areas to be great, and we spent a lot of time there. Furthermore, the food was excellent compared to many other places we have visited, especially the variety and quality of the different themed restaurants included in the All-Inclusive package. However, we experienced several issues that significantly impacted our stay, ranging from daily inconveniences to a deeply traumatizing safety incident: • The Fire Alarm Incident (Critical Safety Concern): One afternoon, the fire alarm went off, and everyone rushed to the stairs. We stayed on the 9th floor with three children, including one young child. We were at the very top, and the queue in the staircase completely stopped moving as people from lower floors pushed out into the stairwell. There was absolutely no organization, and no staff members informed us up the stairs that it was a false alarm. Our children were terrified, crying, and screaming that they were going to die. The situation felt so dangerous that I had to warn my 15-year-old son that people might soon panic, push, and trample each other to get out. The lack of handling and communication from your staff was deeply disappointing, irresponsible, and traumatizing for my family. If it had been a real fire, we would not have made it out in time. • Beverage Service System and Endless Queues: This is the only All-Inclusive hotel I have ever visited where guests cannot pour their own beer, wine, or soft drinks. During the day, forcing every guest to wait for a bartender just for a soda wasted a lot of our time. It became even worse in the evening when we wanted to relax; the waiting time was endless. Our family time was constantly disrupted because there were always at least two people missing from our table because they were stuck waiting in the bar queue. • Extreme Noise: Although our room on the 9th floor was fine, it was located directly beneath the pool bar. The amount of noise coming from the upper floor was unbelievable and highly disturbing. • Smoking Area Restrictions: During the day, the smoking area had tables, chairs, and ashtrays on every table. However, in the evening, all ashtrays were removed from the tables. Instead, all smoking guests were forced to crowd together around a single, shared standing ashtray. I have never experienced this at any hotel before, and it was highly uncomfortable. • Lack of Evening Entertainment for Children: Compared to other hotels we have stayed at, there was no proper play area or entertainment (like arcade machines or activities) to keep the children occupied in the evening while the adults were having a drink and a cigarette. Overall, we had a trip with both good moments and very stressful experiences. I truly hope that leadership will look into these points—especially your emergency evacuation protocols—to improve the safety and comfort of future guests. Thank you for your time, and I look forward to hearing your perspective on these matters. Best regards,

Our fav restaurant from the DB San antonio Salia. Food excellent, all tasted so fresh and drinks lovely. Catered to a vegan in the group very well too. Staff were brilliant, so friendly and very attentive. Cedric, Dipak and Raju Thank you so much, you made us feel very welcome ⭐️⭐️⭐️⭐️⭐️

At Db hotels and resort San Antonio, we visited the the restaurant Yushan. Puskar and team gave us an incredible experience, amazing food and a teriffic atmosphere. Food was great and the staff couldnt do more for you.