Extended Stay America Premier Suites - San Francisco - Belmont — Hotel in Belmont

Came here on a Saturday night 11/7/2015 to find that the only room he had available for us was a room that was so filthy, it's beyond uninhabitable. There were pots and pans and towels scattered around, as seen on the photos included in this review, and it had a heavy, humid, curry-type scent that is so unbearable. The room had already been paid for through Expedia. But the response we got from the only person working this hotel at 11PM was even worse.

First, customer service is nowhere to be found in his demeanor and attitude. Second, after what we went through in the 3 minutes that we spent going up to our room and finding how filthy it was, he had no sense of customer service to offer an apology. Instead, after getting a negative comment from a very tired and upset wife after a long drive from Los Angeles, he had the nerve to raise his voice in a very defensive and hostile manner.

He first said in a condescending tone, "That's the only room that we have." As if we had no choice but to take it, or leave. And he said that it wasn't his fault that the room was in such a poor and filthy condition.

OF COURSE I KNOW HE'S NOT PART OF THE HOUSEKEEPING STAFF. But the way to approach such a situation, is to apologize ON BEHALF OF THE HOTEL - not yourself - FOR THE UNFORTUNATE SITUATION AND OFFER SOMETHING TO THE CUSTOMER SUCH AS AN APOLOGY AND A FULL REFUND.

I booked through Expedia and I was on the phone with them for over 40 minutes. The Expedia agent had been trying to get a hold of the front desk person, and he's obviously not picking up the call. After a while, when the Expedia agent finally got a response, the Expedia agent told me at first that the hotel refunded me $74. Why??? When I paid $104???? This is the type of incompetence they have here. They chose to hire a rude person to work the front desk position - someone who usually takes on the responsibility of making sure the guest is happy - on a very busy Saturday night!

As a business owner myself, I can say this is the type of CRAP that I will never tolerate. If he was on camera and I was the manager/owner, he would've been dealt with immediately.

Lastly, I won't waste my time describing in full detail what we saw upon entering the room. Thus I posted photos showing an unmade bed, boxes of who knows what, pots, pans, and dirty towels everywhere, and the strong smell of some sort of curry. There could've been more but I didn't find it necessary to explore. It actually scared us because we thought that someone might even be in there.

Bottomline: worst hotel...

Room: The room was nice, even though a bit small compared to other rooms I have stayed in. Clened decently, but I did find a piece of a pistacio in there, that I named Bill. Bill stayed with me the whole week I was there. The walls are paper thin. You can hear everything from all the rooms, even from the above and below ones. Above me there was a family with a kid. While I have nothing against kids (I have 2 of my own and I know how it is) you could hear everything. It's like I had that kid running in my room, not in a room above me. You could even hear whenever someone was taking a shower. Extremely poor sound proofing. Also, it makes no difference if you stay with the window closed or open. Since you are near the freeway, you will hear every car that passes by.

Amenities: The room had nothing of use. For everything you needed you had to go to the reception to ask. Need a mug, go down and ask, need a bowl, go down and ask. Want coffee for the coffee machine... Go down and ask

Breakfast: This is a joke. Coffee, muffins (packaged), granola bars and that's it. All placed in the reception room where at max 4 people would fit.

Internet: Extremely poor if you want to use the free internet and not upgrade. Also, every day, you have to sign in. Again and again and again. Provide full name, room number, email address. Every damn day.

Staff: The staff was friendly and helpful... When they were present at the reception that is. Multiple times I went down to request something (like coffee) and no-one was there.

All in all, it's not bad, but definitely not good. I stayed there because my company booked the room. Otherwise, I would have probably searched for another...

The road noise was surprisingly not an issue, which was a pleasant surprise given the location. That is sadly the only positive comment I have. The room was fairly dirty (see photos) and the response from the front desk when I raised some of the more unsettling issues (drops/splashes looking like dried blood on the inside of the bathroom door) was dismissive. I was assured the stains were hydraulic fluid from the door closer, even though the bathroom door did not have one. When housekeeping service came through, four fresh towels were brought into the bathroom and usually I could find one that didn't have a faint brown stain on it. ||The refrigerator in the room was full sized, as advertised, but it was also extremely loud. The climate control would sometimes get stuck in a strange "cold only" cycle and remain on throughout the day so the room was ~58 degrees when I got home from work. This was almost refreshing in August, but very annoying to troubleshoot.||The breakfast is lackluster and probably should not be advertised as a significant value-add. Think dilute coffee and a sticky sugar-filled muffin in plastic wrap. There was yogurt available sometimes, but usually the fridge in the lobby was empty.||Overall, there are better value options in the area. Perhaps even other extended stay locations would be better; this should not be listed as "premier suites." I wouldn't bet on ESA though, the company ignored my many requests for contact during and...