My view was a wall of another hotel room. I asked for a good room, and the front desk person was actually really nice. However the room had a terrible view and it was so small, even though I paid for the "bigger" King Bed Room. Other than that, nothing spectacular about it, just a normal run of the mill hotel.
We were sound asleep at 4am and someone opened the door and entered the room. I believe it was a housekeeper but am not positive. I called the front desk and they said they had been notified and were sorry.
At checkout the next day I had mentioned it and they said they would get back to me. They never did...
I sent an email and they sent me an automated response and offered 2,000 bonus points. That is a laughable number of points for being disturbed at 4am when you have work the next day. I did not feel safe in that room at all and they did not rectify the situation. I am still very disappointed. I expected more from Marriott.
Reggie at the front desk is my hero. He completely took a terrible situation and saved the day for my daughter who got stuck in San Fran. Not being in the city to make sure she was safe and taken care of, had left me very frazzled. He took care of all of her needs and made her feel safe. She FaceTimed her room and it is very nice and updated. She was very happy that the hotel parking felt very secure. Life platinum elite member who is over the moon about the service I received today. Big thanks!
Great location and felt pretty fresh when we visited, maybe it hasn’t long been revamped? New York style rooms in terms of size, they are quite small but luckily there was a nice long window seat where we could put our luggage. Bathroom was tiny but probably in proportion to the room.
A few negative points... There’s no bar or restaurant in the hotel however there is access through to the excellent Mel’s Kitchen (Diner) and you get a 10% discount off food as you stay in the hotel. The rooms are noisy both from street noise and from the other guests, you can hear doors opening, people walking and whatever else and that’s even over my snoring so it must’ve been bad. Also, I did get woken up be the smell of cannabis (legal in San Fran) coming from one of the surrounding rooms so suspect that the ventilation isn’t that great.
One general point, although fairly priced the additional charges and taxes kill you whether it’s for parking, tourist tax, city tax. The hotel rate was essentially doubled by the time we left. Again, not directly related to the hotel but some thing to be aware of.
Marriott Platinum, have travelled the world, stayed in o star to 5 stars, and this is the worst experience I have ever had.
Marriott;s brand needs protecting , Great brands are hard to build, global and great brands require unbelievable feats of customer service, attention to detail, desire to improve at every turn, create great customer experiences, deliver in the most difficult of conditions.
Which is why I cannot quite believe Marriott have given their brand to this hotel . There must be a mistake I thought, as I received yet another phone call from reception demanding money with menaces for a room that had already been paid for.
You would think that a hotel, even a 3 star one in San Francisco, would recognise its a competitive these days what with Air bn b and a general uptick in the economy
Not this hotel- no.
Think everything from surly reception, foul-smelling rooms, no housekeeping, dangerous ( and I mean dangerous like the middle of El Salvador dangerous ) neighbourhood, overcharging, laundry delivered as was left, not cleaned ( seriously) and in a plastic bag , appalling service generally , and even after multiple complaints then yes, such hotels really do exist.
It's hardto imagine how senior management from Marriott has somehow missed this place, they must have. Or maybe they choose to miss it, hoping that somehow those people who stay here are so in transition, and there for such a limited period of time, that somehow they miss the most awful customer experience you are ever likely to get, unless of course you in a war zone somewhere, but then you would not be paying $ 400,00 per night.
I want to thank the hotel for showing that despite the years, investment and toil to build a great brand, it is still possible to destroy it in minutes, and that is exactly what they managed to achieve.