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Reviews of Four Points by Sheraton Hotel & Suites San Francisco Airport

3 out of 5
Four Points by Sheraton Hotel & Suites San Francisco Airport
264 South Airport Blvd., South San Francisco, CA

Reviews

7.6

Good

Rating 10 - Excellent. 345 out of 999 reviews" "
Rating 8 - Good. 323 out of 999 reviews" "
Rating 6 - Okay. 175 out of 999 reviews" "
Rating 4 - Poor. 83 out of 999 reviews" "
Rating 2 - Terrible. 73 out of 999 reviews" "

8.2/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

7.6/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

10/10 Excellent

GTop

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent
Stayed 1 night in Feb 2024
Response from Four Points SSF-SFO on Apr 14, 2024
Thank you for the 5-star rating! We're happy you enjoyed stay with us!

10/10 Excellent

Quynh

Stayed 1 night in Jan 2024
Response from Four Points by Sheraton SSF-SFO on Apr 15, 2024
Thank you for the 5-star rating! We hope to see you again soon!

6/10 Okay

Lisa

Liked: Staff & service
Stayed 1 night in Nov 2023
Response from Four Points by Sheraton SSF-SFO on Apr 15, 2024
Thank you for taking the time to share your thoughts.

10/10 Excellent

Rita

Response from Four Points by Sheraton SSF-SFO on Apr 15, 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us.

2/10 Terrible

Raul

Disliked: Staff & service, room comfort
Stayed 1 night in Dec 2023
Response from GM on Dec 11, 2023
Dear Raul, Thanks for sharing your feedback with us. We really appreciate your time and business. Your feedback has been shared with our leadership to place necessary guidelines to prevent it in the future. Thanks again for sharing your experience with us and we are looking to change your opinion on your next visit. Thanks

2/10 Terrible

Ingrid

Traveled with family
Disliked: Staff & service, amenities, property conditions & facilities
I had a really difficult time staying on the 2nd floor. I reached out to the property and they want to refund me due to noisy neighbors and ice cold water in the shower.
Stayed 1 night in Dec 2023
Response from General Manager on Dec 7, 2023
Dear Ingrid, Thanks for choosing to stay at Four Points by Sheraton. Providing the highest level of hospitality is our top priority. And we do apologize for the inconvenience occurred during your stay especially that noise disturbance due to the kids above your room. I'm glad that the FD was able to talk the occupants above but again accept our apologies because you still had to go through all the trouble. Your feedback is shared among the team so necessary guidelines can be reviewed to prevent issues like this in the future.

6/10 Okay

Ianina

Business traveler
Liked: Staff & service, room comfort
Recent stay
The staff was really nice, that made the difference, the hotel itself is dated and needs a revamp, its in a great location but is old
Stayed 4 nights in Oct 2023
Response from General Manager on Dec 7, 2023
Dear Lanina, Thanks for sharing your feedback with us. We will surely share your feedback with the leadership to consider your requests.

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from GM on Dec 7, 2023
Thanks for your great review!!

10/10 Excellent

Eric

Liked: Cleanliness, staff & service, property conditions & facilities
Good location and nice view of the South San Francisco mound.
Stayed 5 nights in Oct 2023
Response from General Manager on Dec 7, 2023
Thanks for your great review!!

2/10 Terrible

Trixie Anne

Stayed 1 night in Oct 2023
Response from General Manager on Dec 7, 2023
Dear Trixie Anne, Thanks for sharing your feedback with us. I do apologize for the inconvenient stay, and I would share your feedback with the team so we could place necessary measures to improve overall experience.Thanks again for your feedback.

10/10 Excellent

Alan, Sacramento

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities
The customer service was excellent an nice
Stayed 1 night in Oct 2023
Response from General Manager on Dec 7, 2023
Thanks for your great review!!

8/10 Good

Karen Antonette

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I didn’t like how they change my booked 2 double bed room to 1 king bed. the staff said there’s no available room with 2 double bed when we check in.
Stayed 2 nights in Oct 2023
Response from General Manager on Dec 7, 2023
Thanks for sharing your feedback. As a coachable moment, will train our staff to avoid situations like this to happen again.

2/10 Terrible

Cynthia

Disliked: Cleanliness, staff & service, amenities
Night shift worker was not pleasant She charged my card wrong. My bank call thinking it was a fraudulent charge because for one night she charged my card $725 but the bank text to see if that was me then that morning I received a call from my bank. Our room was very HOT!!! They brought us a fan instead of moving our room
Stayed 3 nights in Oct 2023
Response from General Manager on Dec 7, 2023
Dear Cynthia, Thanks for choosing to stay with us and please accept our apologizes for the inconvenience which occurred at the stay. Surely it is a coachable moment and your feedback has been shared with the front desk to avoid situations like this to happen again.Thanks again for staying with us.

2/10 Terrible

Siewyee

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
If there was a rating below terrible I would’ve given it. Room we were checked into had a broken AC and we were not told until we asked. Our room had no AC on a day when heat warning was issued. We also had to let front desk know in advance if we wanted housekeeping service the next day. Staff wasn’t helpful and customer service was very poor. This was not the service standard we expect from Marriott.
Stayed 3 nights in Oct 2023
Response from General Manager on Dec 7, 2023
Dear Siewyee, Thanks for sharing your feedback with us. Pleas accept our apologies for all the inconvenience you had to bear during your stay with us. Furthermore, we take your feedback and would be reviewing guidelines to make sure to place measures to prevent situations like this. Thanks again for your feedback

6/10 Okay

Seokju

Disliked: Staff & service, property conditions & facilities
We stayed there for two nights. AC didn’t work. And it was hot in the room. When we checked in, the front desk agent wasn’t friendly at all. We didn’t feel welcomed. Maybe he was very tired or was having a bad day. The room was little smelly as well.
Stayed 2 nights in Sep 2023
Response from General Manager on Dec 7, 2023
Dear Seokju,Thanks for choosing to stay with us. Providing great customer service is our top priority and I apologize that we were not able to create that experience for you on your stay with us. Your feedback has been shared with the team and would love to have an opportunity to serve you again if the travel brings you back in the area.

2/10 Terrible

Maria

Disliked: Staff & service, property conditions & facilities, room comfort
Terrible experience got a room with no AC. Most hot uncomfortable stay ever. Only thing done to fix the situation was get a fan. Wish someone would of told me our AC might not work. If we would of been given that information right away we could of just went to another hotel. Customer service was not good either. Will not stay here ever again!
Stayed 2 nights in Sep 2023

2/10 Terrible

Verified traveler

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
AC in the room was not working, elevator was not working, there was empty water bottles in the room and room itself was dirty and not properly cleaned.
Stayed 1 night in Sep 2023

4/10 Poor

Verified traveler

Disliked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023

6/10 Okay

Lynn

Business traveler
Disliked: Staff & service, amenities
I like the large room and and beds. The property needs upgrade.
Stayed 1 night in Sep 2023

4/10 Poor

Bevan

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Sep 2023

4/10 Poor

Steve

Liked: Cleanliness
Disliked: Amenities
no shuttle to SFO airport if you do not have a car you must provide your own transport. No food no bar, had to use another near by hotel .
Stayed 1 night in Sep 2023

10/10 Excellent

Teresa

Stayed 3 nights in Aug 2023

4/10 Poor

Anna

Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Aug 2023

10/10 Excellent

Ken, Sacramento

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy location to come and Go
Stayed 1 night in Sep 2023
Response from GM on Dec 7, 2023
Thanks for your great review!!

4/10 Poor

Patricia

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The rooms had not been swept or vacuumed, still crumbs on the chair from prior guests, only 3 pillows on a king bed??? When I asked for an extra pillow I was told there none, then I was finally handed one without a pillowcase. When I asked for pillow case I was told the outer casing was the pillow case. The front desk person jad never seen an actual pillow case?? There were people in the parking structure taking clothes and otems from one vehicle and putting them into others and running lightbulbs and other items up and down the staircases at odd hours but the disnt appear to be maintaince and were not identifiable as being part of the hotel which made us feel unsafe yet staff seemed unconcerned
Stayed 2 nights in Sep 2023

4/10 Poor

John, Fort Worth

Traveled with family
Disliked: Staff & service, amenities, property conditions & facilities
Poor customer service
Stayed 1 night in Aug 2023

8/10 Good

Deia

Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
Stayed 1 night in Aug 2023

2/10 Terrible

John

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Hot room
The AC wasn’t working. So the room was very hot there wasn’t any other rooms available
Stayed 1 night in Aug 2023

2/10 Terrible

Eduardo

Disliked: Cleanliness
Stayed 2 nights in Aug 2023
Response from GM on Aug 23, 2023
Dear Eduardo,Thanks for choosing to stay with us. Providing highest level of hospitality is our top priority but surely we missed to provide on this occasion. Your feedback has been shared with our leadership and necessary guidelines will be reviewed to prevent issues like this to happen in the future. Thanks again for your feedback.

8/10 Good

Vikas

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Kash on Aug 23, 2023
Thanks Vikas for your review and we will try to do better on your next visit. ThanksKash

4/10 Poor

Raquel

Traveled with family
Disliked: Property conditions & facilities, room comfort
broken Air condition, provided a fa
Stayed 1 night in Aug 2023
Response from Kash on Aug 23, 2023
Dear Raquel,Providing highest level of hospitality is our top priority but clearly we missed to provide it to you on your last visit at our place. Your concerns are noted and necessary guidelines has been reviewed to start working on the fixes so our other guest does not have to face the same issue again. Thanks again for your feedback.Kash

2/10 Terrible

Grisel

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Kash on Aug 23, 2023
Dear Raquel,Providing highest level of hospitality is our top priority but clearly we missed to provide it to you on your last visit at our place. Your concerns are noted and necessary guidelines has been reviewed to start working on the fixes so our other guest does not have to face the same issue again. Thanks again for your feedback.Kash

4/10 Poor

Ivy

Traveled with group
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
The hotel is not clean in room ，the air-conditioning is not working
Stayed 1 night in Aug 2023
Response from Kash on Aug 15, 2023
Hi Ivy,Thanks for choosing to stay with us!Providing highest level of hospitality is our top priority but I believe we missed to provide it on this occasion for you.Your feedback has been shared with our team and leadership so necessary actions can be reviewed and placed to prevent it to happen again.We are hopeful to change your opinion on your next visit.Thanks again for your feedback.Kash

4/10 Poor

Sammi

Stayed 1 night in Aug 2023

10/10 Excellent

Adriana

Stayed 2 nights in Aug 2023

2/10 Terrible

Narutoshi

Business traveler
Disliked: Staff & service
Worst hotel I have ever had.
Stayed 1 night in Aug 2023
Response from Kash on Aug 23, 2023
Dear Raquel,Providing highest level of hospitality is our top priority but clearly we missed to provide it to you on your last visit at our place. Your concerns are noted and necessary guidelines has been reviewed to start working on the fixes so our other guest does not have to face the same issue again. Thanks again for your feedback.Kash

10/10 Excellent

Martha

Stayed 1 night in Jul 2023

2/10 Terrible

Carla

Traveled with group
Disliked: Amenities, property conditions & facilities
It was a terrible stay at this hotel. on my first night i came back from dinner and it was really hot. The AC was not working. They offered me to transfer to different rooms twice but both rooms were also down. I did not have a decent sleep coz i was sweating in the room.
Response from Kash on Aug 23, 2023
Dear Carla,Providing highest level of hospitality is our top priority but clearly we missed to provide it to you on your last visit at our place. Your concerns are noted and necessary guidelines has been reviewed to start working on the fixes so our other guest does not have to face the same issue again. Thanks again for your feedback.Kash

10/10 Excellent

Grtcheen

Stayed 1 night in Jul 2023

4/10 Poor

Rudy

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Not good not bad
When we got there the type of room we booked wasnt available anymore. Understandable. The first room we got the thermostat for the AC didn’t work so we went back down to the front desk and got a new room. The AC in that room didn’t work any better. Called the front desk and the best they could do was a fan. As if they were all booked up for the night… shower wasn’t too clean and the pillow cases either had really bad stains or they weren’t cleaned. The room was clean enough besides the arm chair and ottoman that looked like they probably should have been thrown away or reupholstered. I’ve stayed at Sheraton properties before. They aren’t the best considering they’re a remodeled motel 6. I think that was my last time stay at one. Staff was friendly and considering we were right next to the freeway and airport it was very quiet which I do appreciate but that’s all I can say.
Stayed 1 night in Jul 2023
Response from Kash on Aug 23, 2023
Dear Rudy, Thanks for you feedback. We really appreciate and sincerely apologize for all the inconvenience during your stay. Your feedback is important and has been shared with our leadership. We are very positive that we should be able to change your opinion on your next visit. Thanks again for your visit and feedback.

10/10 Excellent

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023

6/10 Okay

Tina

Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
The air conditioning didn’t work. The room was very hot. The hotel was booked, couldn’t get another room. The front desk gave me a fan Front desk staff was talking on personal cell phone on speaker phone. My personal information was asked when I checked in. Front desk staff had personal cell in speaker phone so that person heard all my private information. I don’t think that is safe for me or my information. I don’t think I will stay again. Bad experience, I would like a full refund.
Stayed 1 night in Jul 2023
Response from Kash on Aug 23, 2023
Dear Tina, Thanks for sharing your feedback with us. Your feedback is constructively taken and has been shared with my leadership. I can ensure that all the necessaries guidelines is being reviewed to prevent this issue. Once again thanks for sharing your feedback.

2/10 Terrible

Denaida

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from Kash on Aug 23, 2023
Dear Zenaida, Thanks for choosing to stay with us. Providing good acceptable stay is our top priority but we failed on this occasion. Your feedback is taken and we are very hopeful to change your opinion about us on your next visit. Thanks again for your business and time. Kash

10/10 Excellent

diana

Stayed 1 night in Jul 2023

2/10 Terrible

Ekaterina

Business traveler, Traveled with family
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
Need a crib? Or anything else for that matter? Forget it! This place service desk will not even lift a finger to do anything - they wold rather stay on their cell phones, playing games, check a phone, Istagram, etcNow imagine what this chain hotel can do (or rather) cannot do for your conscientious decision to stay here; so, just save yourself some trouble and get a hotel room some else. Really, anywhere else but here - at least, it will cause less if you are going to experience this kind of “customers service.”
Stayed 1 night in Jul 2023
Response from Kash on Aug 23, 2023
Dear Ekaterina, Thanks for sharing your feedback with us and please accept my apology for all the inconvenience you had to bear during your last stay. Your feedback has been shared with the staff and the leadership and I hope this will be a coachable moment and you will see changes on your next visit with us. Thanks again for your time and business

10/10 Excellent

Landa

Stayed 1 night in Jun 2023

2/10 Terrible

Andrew

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible. Worst hotel experience
No A/C or heat. I complained but they did nothing about it. They said i would get credit but havent yet. i moved to a different hotel since it was so hot in the room. Absolutely terrible. Hotels.com should not represent them.
Stayed 2 nights in Jun 2023

6/10 Okay

Everardo

Stayed 1 night in May 2023

2/10 Terrible

Rosa

Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in May 2023

2/10 Terrible

Savana

Stayed 1 night in May 2023