I will start out by saying the hotel itself was okay, but their staff and customer service was far below par.
We went to SF for a running event and decided to stay the night before so we could get a good night's sleep before having to wake up at 5am all rested and ready to run a half marathon. It happened to be daylight savings weekend, so we were really looking forward to the "extra" hour of sleep on top of that!
We checked in at 8:00pm (before time change) and were in bed, lights out by 9. Our room faced Fillmore Street - we had asked for the quiet part of the hotel. The party at a nearby bar started at 9 and was so loud that earplugs didn't help! We called the front desk at 11 to request a change of room. We were told they would not change our room unless we paid for another room. There was apparently a price difference between the room we had (two doubles) and the "quiet" room (king), and we even agreed to pay the difference (like 20 bucks), but they insisted they had to charge us the entire room rate. Expedia could not change their minds.
We called the police - twice - but they were very busy that night, so by the time they showed up at 2:30 am, the music had stopped thumping (only 15 minutes before). Finally, we turned back our clocks and got a few hours of shut eye, though it was not restful.
Before we checked out, we spoke to the General Manager and asked for a refund and/or a discount. He said they were not responsible for noise, and there was nothing they could have done, but they would "deal" with the night employee. There actually was something they could have done. Had there been no other rooms available, I would have understood. I would have even understood charging us extra for the upgrade, but to refuse to move us unless we bought another room (which they obviously weren't going to sell at that time of night) was ridiculous. The manager simply kept reiterating "that's our policy," and they would not even issue any kind of credit for their customer's inconvenience and misery. If I need a good night's sleep, I won't be staying there again.
Thank you for reporting abuse on this Yahoo! Travel review.
We appreciate your input and will resolve the issue as soon as possible.
By notifying us of the abuse, you're helping to ensure a quality experience for other Yahoo! Travel users just like you.