Best Western Grosvenor Airport, South San Francisco

Let me tell you the story about this Hotel. Yesterday on July 25, I went to the Hotel to get my room, but the Clerk told me that they overbooked it. So there are no more room available. I told them that, I had booked for my room for 3 days ago, and I did payed for it. I asked the Clerk, why did you guys sold my room to another? Then the clerk just say we are so sorry, we will transfer you to other hotel? I told them, I just want you guys solve the solution for me rightway, I don't want you to transfer me to another hotel. I told him can I talk to your manager, he said that my manager is not here. I told him I don't care I want you to resolve this issue rightway. Then I waited for him for calling to other hotel for 2 hours. I was so disappoint about this hotel. Then I gave up, I told him, I just want to get my money back, then He refund my money back. For my conclusion, I should not recommend this place for you guys if you guy stay at this place. The reason I said that because when you thought you already had your room for booked ahead like 3 days, then when u come to the front lobby to check in they said there are no room available, and they overbook tonight. That is hella suck. There were 3 more customers beside me have the same issued like me. I should rate this hotel an F. Because It didn't help me solve the issue. Please next time don't book anything on this hotel. This is a bad exprienced in my life.

We waited in line a long time to check in at 11:30 pm. We were told we had a non-smoking room and the label outside confirmed this. However, the room reeked of smoke. We complained by calling the desk the next morning but were told we had to talk to the manager. I called Hotels.com who we booked through and they contacted the hotel who said there was no record of the complaint and they would do nothing. They still don't understand the problem--stating we were not guaranteed a non-smoking room. The point is we got a non-smoking room that had the unexpected smell of smoke in it. The buffet the next day included orange juice that looked like slightly orange colored water and tasted just as bad.

poor service from guest customer service. Never asked about the stay. Watch out with final bill. It has all your credit card info including security code listed there

I arrived at 10:30pm with a confirmed guaranteed reservation. The clerk informed me that the room had been overbooked and no rooms were available. Took them over 3 hours to find another place to sleep. The staff called at least 50 other places to try to find us a room. This was despite the fact that I called earlier in the day from Hawaii telling them I was coming and asked about times for their shuttle bus. The incompitence of the desk staff was truly amazing. Would never book a room here again

The room's lay out was nice. The wi-fi was great. We liked having a restaurant on the premises, that way we didn't have to drive for dinner. The room was pretty clean, although we stayed just one night. The complimentary breakfast was excellent. Lots of food choices provided, drink choices as well. One of our best complimentary breakfast experiences, helped us get ready to go on the road again. Would definitely recommend Best Western hotels, they're great.

After a long trip we wanted a hot tub and a swim for our sore backs. We also like to work out in the a.m. This Best Western advertised a hot tub, swimming pool, and work out center. We booked our room based on this information. When we arrived the counter attendant chuckled when I asked where the hot tub was located. In fact, there were no hot tubs, and no work out center. The pool was closed. The room was okay, but I hate paying for blank promises.

Staff very helpful, the place was clean, the breakfast was wonderful,SF was a short ride away, and there where tours that came to pick you up, all arranged by the hotel, at your request, there was also a wonderful mall 2 minutes away. A 5 star hotel at a 3 star price.Single and family friendly. I would stay there any time.

The Customer Service is very poor. I called to check the rates and availibility, this lady name Patti was very rude and after giving the information she immediately hung up, and I was going to reserve a hotel but she hung up!

After entering the dreary lobby escaping the chilly July gale force winds which nearly ripped the scarf from my neck, I was greeted while still approaching the front desk by a stiff stoic faced young female clerk with “do you have a reservation?” This felt like I was sized up and the message to convey was “we’re booked so just turn around and walk back out into the cold wind,” otherwise, I would have received a more warm welcoming and courteous greeting. After proceeding down “county fair style funhouse” mirrored hallways, I found my room decorated in drab, thoughtless décor – plastic sunblocking curtains and mindlessly placed computer desk and chair. The bed was made up with cheap, stiff polyester spread and comforter and provided a most uncomfortable rest. In calling room service, I was greeted with boisterous laughter by the person answering the phone with loud shouts coming from the background. Upon receiving my much overpriced, no thought given to presentation, meal which also lacked salt and pepper on the tray, I was required to initial on the hand drawn line next to the gratuity amount as well as sign for the meal as a charge to my room. The 18% gratuity is disclosed on the room service menu so I was expecting it; however, to have to initial the amount with no explanation as to the reason or even citing that it was the gratuity amount, just “initial here” was disturbing. The next morning to avoid having to use the powdered chemical coffee “creamer” containing unhealthy hydrogenated oils for the coffee provided in the room, I went down to the Brass Elephant restaurant to get real cream. The full service buffet was in progress but you had to figure out how to get over a raised seating area in the middle of the restaurant to access it. It was completely baffling to me and the older couple who were entered the restaurant along with me. While they were still trying to figure this out, I proceeded around the raised area by walking towards the left and was greeted by an obviously disturbed aged hostess who was telling me with gestures conveying he was upset that he needed my room number (I felt accused of trying to steal food!). However, I politely let him know there was no posting to inform the guests to provide their room numbers before proceeding to the buffet! Nor was the hostess desk situated at the restaurant entrance. I booked this hotel mainly for the pool access for my teenager and the free parking, however, the SF Bay Area climate is not the typical warm, sunny place to go swimming outdoors and the free parking did not cancel the poor sleeping accommodations and lack of trained customer service oriented staff. Most of the other guests I saw appeared to be in the upper retirement generation age group (70-80) or were much younger with hearty appetite children to feed and perhaps courtesy, a comfortable sleep, and ambiance are not factors in their choice of hotels. I severely regretted this selection and wondered why I had not chosen from the several upscale hotels located within a few hundred yards of this one. Oh yes, I based it on one 5 star review and thought the price was good.

This is one of my favorite hotels. I travel regularly for business, and it is close enough for me to stay at when I visit two different locations for my company. I always enjoy the free breakfast buffet. The rooms are clean and comfortable, and well serviced. I plan to stay here again.