2/10 Terrible
Abigail
Traveled with family
Jun 15, 2024
Disliked: Staff & service, amenities
The hotel is located at the marina and offers beautiful views of the water, San Fran skyline and Golden Gate Bridge. The room and beds are comfortable. But the staff, including the General Manager, are cold, impersonal and uncaring. My husband had a heart attack at the hotel on the morning we were to check out. He was in the hospital for 4 days and then we had to wait another 3 days until he could travel. Everyone knew this as I had to continually extend our stay day by day, as we didn’t know when we could leave. I did not receive a single word of concern or support from the front desk staff or the GM himself. Nobody even asked me how he was doing! When my husband was released from the hospital and returned to the hotel and interacted with staff, no one said a word!! Only one sweet housekeeper, who saw me crying in the hall, gave me words of comfort and even wrote me a note! The lack of concern and basic humanity from the rest of the staff was simply unbelievable. I have traveled extensively during my 40 year career and have never encountered a less caring “team”. The GM sets the tone of any hotel and when I met him and explained my situation, he looked bored and disinterested. His poor attitude has trickled down and now permeates the entire hotel.
Abigail
Stayed 3 nights in Jun 2024