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1934 reviews
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Oct 13, 2024Mosquito infested!
I had high hopes for my stay at the Embassy Suites, given its impressive amenities and beautiful grounds. However, I encountered significant issues with customer service, cleanliness, and pest control, which raised serious health and safety concerns. I frequent the Bay Area for work and stayed at the Embassy Suites on the second week of October. At the hotel, I was bitten by mosquitoes. This necessitated the use of prescription allergy medication because I am allergic to mosquitos. I also faced persistent discomfort, including the need for topical cortisone cream that I will need to use for at least over a week and lasting scarring. I had a total 15 bites! This experience was distressing as I had to attend work with visible welts and scars on my face and body. See attached photos of some of the bites taken after prescription allergy meds. I checked in late around 7pm, and the next morning I requested that my bathtub be cleaned due to uncertainty about its condition. Although the cleaning was done, the tub still appeared stained or scratched, as documented in attached photos. They cleaned my bathtub as requested, but the following morning, I awoke with 2 insect bites on my arm. Initially, I dismissed it thinking I got bit outside. By my third night, I had accumulated a total of 13 bites on my body, and 2 on my face. I confirmed that the source was indeed my room when I spotted a mosquito flying around. Despite informing the front desk about the issue that morning, I received no assistance, and it was evident that a mosquito problem persisted in the hotel. In search of resolution, I approached the front desk that afternoon and spoke with Lukas, who kindly facilitated a room change as a complimentary "upgrade." However, I was disappointed to find that my new room, which faced a parking lot with a distant view of the lagoon, was inferior to my original corner room with a bayfront view. When I communicated my disappointment to Lukas, he offered a discounted upgrade for my final night. After moving to the new room, I discovered splatters of an unknown substance—possibly dried blood—on the curtains and rod, raising further concerns about the cleanliness of the accommodations. At this point, I decided to request a refund of the $20 upgrade fee upon checkout. Unfortunately, my checkout experience with Aida was frustrating. She seemed dismissive and repeatedly questioned me about the details of my upgrade. While she indicated that a note would be made for the manager, she ultimately charged me the fee anyway, despite my request for it to be waived. The following morning, I reached out to the front desk, requesting a callback from the manager, but received no response. After another call later in the day, I spoke with Sherlie, who listened to my concerns and granted my refund request. However, I still needed an emailed receipt for work purposes. Although Sbala (name found on receipt) attempted to assist with this, there were issues with producing a receipt that reflected a refund. Fortunately, the next morning, I received the required receipt from Sherlie, which I appreciated. In summary, while the Embassy Suites has much to offer, the lack of attention to pest control and cleanliness detracted significantly from my experience. Improvements in these areas, as well as customer service training, are essential for future guests.
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Sep 26, 2024Excellent in every way: property, staff, accommodations
There are two Embassy Suites San Francisco Airport hotels - this review is for the Embassy Suites Waterfront property My three night stay was one of the best airport hotel experiences I’ve ever had. First, there is an airport shuttle. Wait at the shuttle stop in front of the DEPARTURE part of the terminal. The shuttle comes every half hour, except for an hour break around noon. If you call the hotel, they can give you the exact times. The property is extremely well maintained and the suites are large and comfortable. I was on the 8th floor [there are 9 floors] with a full front view of the bay and airport across the bay. It is a gorgeous view. Reception staff: they go beyond what is expected to be helpful and are also friendly and nice Included Buffet breakfast: excellent with buffet service as well as custom service for eggs-as-you-like Hotel restaurant: it has a small, but excellent menu - the same for lunch and dinner. It is popular with the cocktail crowd Included reception: nice salty, crunchy snacks are available Wi-fi: the standard complimentary service is excellent Added extra: the San Francisco Baywalk Trail runs right next to the hotel so it is easy to get some exercise and fresh-air while walking next to the water. A teeny, minor negative…… there is only other restaurant within walking distance. But this is not the fault of the hotel! I would stay here again in a heartbeat.
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Aug 17, 2024
Will Defintely Stay Again!
Upgraded to a Bay view upon check in. Well worth the price. The views, especially at sunset, are amazing! Check in was easy. Rooms are nice and spacious, bed was very comfy. Loved the restaurant inside of the hotel. Complimentary made-to-order breakfast was also great. There is a great walking trail right next to the hotel that runs along the water. Within walking distance to another restaurant. The location is absolutely superb. You can check out on your TV and leave cards in the room, which I love. The only downside is that it is VERY close to the airport, and there are many planes that go by all day, including plane noise. Didn't bother us at all, but may bother some. I will absolutely stay here again!
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Aug 02, 2024Management controls HVAC and doesn't understand thermodynamics
I am a Hilton Honors Diamond member and travel a lot, am understanding that hotel travel is not glamorous, and don't expect everything to be perfect. This is the first hotel review I've taken the time to write in my 20+ years of traveling. This place simply does not live up to the Embassy Suites brand reputation and quite frankly is damaging to it. Rooms are dated, fixtures are broken, and they do not allow for individual control of room HVAC system. They centrally manage if the system is in cool mode, heat mode, or recirculation mode based on the outside temp. Everything is fine until they put the system in to recirculation mode which recycles the air within the individual room. The person who implemented this party clearly lacks in basic understanding of HVAC systems and laws of thermodynamics. Human beings are heat sources that generate heat constantly, even sleeping. When you have four people in a room sleeping for 8 hours, temperature can rise more than just a trivial amount. Assuming this heat source is low to the ground that heat would rise and stay near the ceiling. However, the air handler will cycle that warm air down and with no source of cooler air, simply rapidly increases the temperature in the room. It is the same reason convention ovens heat up faster than regular ovens. What any individual may think to do when the room is heating up is to open up the sliding door - why not, SF is usually a comfortable 65 or lower at night - finally they can get some relief from the heat. HOWEVER, even fully opening the sliding glass door took a significant amount to cool the room. The only way I was able to actually cool the room significantly was to open the front door to the room and allow the cross breeze to cool the room. If they are going to continue to continue centrally controlling the HVAC system, they need to install customer installed venting at the "living room" of the suite so customer can satisfactorily cool their rooms when the system is placed in recirculation mode. It just won't be this Diamond member because I will never stay here and will be complaining to the Diamond desk about this particular hotel/franchisee.
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Jul 26, 2024
Disgusting!!!
We had an absolutely horrible and disgusting experience at Embassy suites by Hilton waterfront Sanfrancisco. Reached there after an exhausting travel with two small kids and were expecting a comfortable nights sleep but to our surprise the big vent above the sink area/fridge was dripping like it was raining. It must have been going on for a while because the entire rug in that area was drenched. We had booked a 2 bedroom suite which two are surprise was unavailable so they gave us a room attached to a living area with a sofa cum bed. Absolutely no bedding available for the sofa cum bed. When we called and asked the front desk person she said she’d send it with the security guard. She sent two dirty blankets with peoples hair and pubic hair 🤮. We called again and then she sent two dirty bedsheets and two disgustingly dirty used pillows. The bedsheets were clearly used as they had stains on them. Our kids were extremely exhausted and we could t disturb them as they had already fallen asleep. Bathroom was in a disgustingly wet shape. Thoroughly disappointed that we paid so much $$$$ to stay a night at such a disheveled hotel room. When I told the front desk person in the morning how dirty the room was and that the vent was leaking and carpet was drenched he replied “I can help to check you out to make your day better” instead of being sorry or astonished or embarrassed about the state of our room. Thoroughly disappointed ☹️