Management and employees don't solve problems and are insincere with clients
I chose this Hotel to celebrate my 25th anniversary during my visit to San Francisco and it was a terribel experience.
I stayed there for 4 days and during my first day after I went out for a few hours I couldn't open the electronic door of my room. It took sometime before an employee really went to check with me that the electronic door was not working and they had to call an engineer to deal with it.
Meanwhile they had to place me in another room, but the thing was - they promised I could get my stuff early in the morning (my bags, my clothes, my passport and documents - everything that I had was in that room), and the in the morning they told me that the engineer had never appeared during the night , but they would call him and then in the afternoon I would be able to go to my room and get my stuff again.
Fact, when I returned in the late afternoon - nothing, no one had moved a finger to open my room and allow me to get my stuff. They made a new promise that I would be able to do it by the next morning, but I could see they were not being honest in their "talk" about trying to solve my problem.
New morning.... nothing absolutely done. They had done nothing to open my room.... Worse, in the third evening, I wasn't still able to go to my room, and you can imagine my worry about my passport and documents, and the fact I had not been able to change clothes for more than 2 days. Worse, I couldn't even check-out of this bad hotel to find another one, since they had my passport and clothes with them.
Only in the 3rd morning did I find an employee that realized that my problem was indeed serious and deserved immediate attention. I asked to see the manager and see promised to refund my credit card in 2 days (since I had prepaid my stay), but one month passed and the refund never appeared.
I politely called to the Hotel and asked for the manager on the phone, and she just hang up on me! What I think makes it all worse is that I realized that my misfortunes were more than just the result of mere laziness and forgetfulness - they were just the normal act of a dishonest and unprofessional management. The Manager definitelly lacks any care or interest in the clients troubles, and deals rudely and dishonestly with them, promising to solve problems that she never intends to deal with.
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