ComplaintsforEmbassy Suites San Francisco Airport Waterfront
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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I stayed here in early November. We arrived at the hotel around noon and were told that there was a $50 early check in fee. I asked to speak with the manager. I asked him where on the website this charge was noted in the fees. He couldnt answer that, and I explained that I felt the charge was dishonest due to lack of transparency. I also pointed out that the shuttle fees were publicly noted and available to guests but there was nothing noted about this particular fee. I would have chosen to stay elsewhere had we known that ahead of time. I also want to point out that the hotel was nowhere near full so that wasnt the issue. Not disclosing fees until a guest checks in is dishonest and unethical.Business response
12/21/2022
I personally was the one who checked in the guest in question. She did request for early check in and we let her know that there would be a charge for early arrive with the reservation. Guarantee check in time is at 4pm stated in on website. We do not post early check in fee to our website because time/price varies depending on when guest come in. I did notify the guest about this charge and she demanded to see where it states on the website, I did let her know that it is not stated on there. Before guest check in we are able to let them know that there is a $50 fee associated with their early arrival, it is at their own desegregation if they chose to accept the offer or not. We are not hiding any fees, we let ALL of our guest know about these charges before they come in and let them know that guarantee check in is at 4pm if they chose to wait. Any guest that is staying with us is paying for the room from 4pm 12pm the next day just as it states on our website. Seeing that the guest wanted to check in at 12pm that is 4hrs earlier than our scheduled arrival time. If the guest wanted to switch hotels that was never relayed to us or we would have made the exception and cancelled her room since it was not guaranteed check in time and we would cancel it with no fee.
Customer response
12/26/2022
Complaint: 18564203
I am rejecting this response because:Your response literally said we let ALL of our guests know about these charges before they come in. (Note the word before.) You waited until we tried to check in to notify us of the early check in fees. Once again, it wasnt noted on the hotel website so I had no way of knowing that until we came in. Other public customer reviews for your hotel have noted others taking issue with the fees. According to the manager, it was at my desegregation if I wanted to accept this offer or not. I dont think you know what desegregation means. I said I wasnt going to pay a hidden fee and I didnt, but I want others to be aware of the lack of fee transparency at your hotel so they may opt to stay elsewhere. This is also the third BBB complaint for this hotel in 5 months. That tells me you really dont care about your customers and that this hotel has a management problem. An easy solution to my complaint would have been to put the fees on your website, but you have chosen not to do that and the only thing I can figure is that you are afraid people will choose to stay at one of the other, better managed hotels in the area.
Sincerely,
***************************Initial Complaint
10/27/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Date of event: October 15, 2022. : Sweet Sixteen Birthday Party Amount paid total for event: $16,643.14 Amount paid for reserved hotel room: Checked in 10/14 Check out 10/16: $476.64 The amount paid for event would consist of reservation of the waterfront room to host our Sweet Sixteen Birthday party. The room would be in our possession from 4PM-Midnight on October 15, 2022. Rental fee $1500. 4pm-6pm: Setup/decorate party, Event would start 6pm-midnight. Dance floor was included in the reception room. **/music services were hired by us to play music during the party from 6p.m - midnight. ($2000 separate bill from the *** not included in the Embassy Suites Bill.The party/reception would be set up for 117 guests. On October 15, we hosted a sweet sixteen birthday party for our daughter that evening. According to the contract we signed and what was told to us by the event coordinator, we can have the party from 6pm - midnight. However, during the party, a member of the hotel's staff named ******, came multiple times throughout the event and told me, my husband, and the dj to lower our music down for no reason whatsoever. There was no offending music or lyrics played, and the music and lighting was being played by a professional **. The third attempt, ****** marched into the reception room with guards by her side, while everyone was dancing with music played. She told the guards to stand beside the exit doors. My husband approached the guard and asked him what was going on and why are they standing there? The guard merely answered "Im just doing my job" and flashed some kind of badge or weapon when lifting his shirt upwards to show my husband he was wearing something. ****** yelled to me and the ** that the sound of the music had to be lowered. It was 9:30 pm. The guests started to leave in bunches from being uncomfortable with the atmosphere of the room at the time. The ** packed up and left as well. My daughter's party was over. 120 rental chair coversInitial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We stayed at the hotel for 1 night. We did mobile check out and check in. When we returned home, we received an invoice that stated we were charged $250 for a damaged couch. We on no way damaged the couch! My husband noted what might have been a burn on the couch but this did not impact our kids sleeping on the mattress for the night. I called immediately. I was told to call in the morning. After 3 attempts. I texted the hotel and got ***** the managers response of it wasnt reported prior to us so its on us. He wouldnt talk with me. Ive since called and left 2 voicemails for Kevins boss and emailed the **** Ive heard nothing back. I really need help. This was not our damage!
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.