4/10 Poor
Tatyana, San Francisco
Travelled with family
22 Sept 2024
Liked: Cleanliness
Disliked: Staff & service
The check in experience was horrible. We booked a specific room type - a room with 2 double beds. It was guaranteed and we even fully prepaid for it. Upon arrival, the lady at the front desk was very unprofessional and disrespectful, whilst trying to greet me as if I was her "buddy" and not a customer. She spewed several inappropriate things and then immediately proceeded to tell me that the hotel is out of rooms with double beds, which means my husband and I would have to a single bed with our adult son (18 yo son), all 3 ults in one bed. I told her -absolutly not! She then asked me for my BonVoy membership, took my phone into her hand to verify it and held it for too long while casually chatting with her co-workers. Then, she seemed to magically find our room, which took a while, after my husband and my son walked up to me. She called my husband a sweetheart? and gave him a beer voucher because at that point we were all pissed with our painful check in experience. When we got to the room, it was extremely noisy, which we couldn't understand why. So looking closer at the windows, we immediately saw a huge gap along the entire side of the window - a giant open unsealed gap/space fac the main noisy road! 2 completely sleepless nights later (it was like sleeping ON the streets/road) we are finally out of this awful hotel! Never again! Train your staff to be respectful and professional! Seal your wondows! And actually KEEP your customers fully prepaid guaranteed reservations!
Tatyana
Stayed 2 nights in Sep 2024