Terrible stay, terrible customer service from "managers"
We stayed 9/22-9/25. Made our reservation with American Express which came with a few parks including room upgrade. Checked in with Kelsey, had no problem other than the fact that we were under the impression that we didn't receive an upgrade. We had room 574, a complete and uncleaned disaster. From a lamps lightbulb not working, to a dirty fridge with cake frosting left, uncleaned windows with dust caked on, and drywall screws/nails sticking out the wall causing my husband to scrape his fingers. We notified Lauren, all she wanted to do was charge for an upgrade. We said no, so they said housekeeping/maintenance would be taking care of the issues while we were out. Came back 6 hours later and nothing was done. Spoke with manager Chris, and he stated they "dropped the ball". He moved us to a different room at 1am with a bay view due to the inconvenience. Told my husband to call in the morning to see if anything else could be done. We called in the morning and spoke to what was the worst customer service we have ever encountered, Julie. She stated that what we said Chris had stated the night before was false. Was unwilling to do anything and I mean ANYTHING. But she sure gave us two options. She stated" you either go back to your original room or you get charged for the bay view upgrade". We were in utter shock and disgusted. How could a "luxury" hotel blame it's guest and not address the issues that were reported from the room? Mind you, we had sent Lauren pictures via email of the issues in room 574 the day before.
We weren't about to pay $70 more per night (3 nights) for a hotel that didn't value us at all. We chose to go back to a similar room like 574. We were frustrated, tired, didn't get to fully enjoyed our in room breakfast due to the room charge and more than anything we were embarrassed to have to be moved AGAIN. We wasted a big chunk of the morning going back and forth with Julie and Lauren instead of enjoying San Francisco, which is what we came for.
To our surprise we were moved back to the exact same room, 574! And what was even more of a shock was that the same issues that were reported over 24 hours prior were still not fixed! At this point anyone in their right mind would loose it and be extremely frustrated. I called Lauren downstairs and told her that SOMETHING needed to be done immediately. I told her, I'm not moving rooms anymore. I just want these issues fixed because I want to enjoy my anniversary vacation! She stated that she and the director of housekeeping would come upstairs to check once we left the room. This was at about 1230pm. Even the bellhop saw these issues and took pictures. He said he would also show Lauren. We left for a few hours to explore San Francisco and when we came back, the issues had still not been fixed.
I was just about ready to grab my belongings and leave this property. This property prides itself in being a luxury hotel but the service we wer3 receiving was that of a motel 6. I called concierge yet again but this time I was told that Lauren and Julie were in meetings.. convenient. It wasnt until I texted the hotel that I was able to get a hold of Spencer. It wasn't until over 24 hours that a manager came up to the room to speak to us. I showed him everything while still trying to be understanding and pleasant. To be completely honest with you, he saw the issues but didn't seem to be all that bothered. He did mention that some of the things I told Lauren, she didn't recall saying. I then proceeded to tell him that I was more than happy to show his the phone call recordings that were on speaker between Lauren and & I. As after the conversations with Julie, I decided it be best for the calls to be recorded with my husband present so then the hotel didn't say that we were lying about anything moving forward. I td this to Spencer and he quickly changed his tone to don't worry about it Mr. S. that's not necessary. I explained to Spencer all of my frustrations. Since he came into the room at a time when the sun was hitting the window directly, he quickly saw how dirty the main window was. He proceeded to state that he was going to speak with his team and get back to me & that he was going to send housekeeping/maintenance finally up to the room. We left the room after my conversation with Spencer. The issues were finally fixed and Spencer stated that only 1 night room and tax would be refunded & after (I) pushed for it a resort credit. I was a bit appalled at what he had offered me but I didn't want to argue about this anymore. I just wanted to enjoy my anniversary weekend. I think with this property there is just a lack of attention to detail and communication, something that any luxury property never fails to have. While Mr. Spencer recommended a couple of restaurants in the area as I had asked, I specifically told him that I wanted to visit the tonka room & hurricane bar. He only mentioned that there was no reservations needed . We visited the tonka room that night and were told that there was no tables available anymore and that they wouldn't accomodating us. We didn't get to watch the performance/show the way we had liked. Again, if the staffs customer service would have been at a luxury hotel level, most of these issues could have been avoided.
The main reason we stayed here instead of the Hyatt, Marriott, and even intercontinental was because we wanted a better experience. However, instead we were met with snobby staff with bad guest services, issues in our room, and inconvenience upon inconvenience. One thing I forgot to mention during my staff was the just terrible water pressure from the shower head. We blamed this on the building being older but then noticed that the water pressure from the sink was strong. it would take us such a long time to get the conditioner/shower soap off our bodies because the water pressure was that bad. My husband and I have stayed at plenty of 5 star luxury properties and have never experienced such issues. It's really a shame and we hope that the general/regional manager can look into this, reach out to you, and make things right.