Homewood Suites by Hilton San Francisco Airport-North — Hotel in Brisbane

This was the dirtiest hotel room I've ever stayed in, after having traveled to 16 countries in my life. Here is the list I gave to corporate about the room:

The three most obvious, glaring, profound, and damaging issues with the hotel are definitely the state of repair, the cleanliness, and the amenities of the facility.

State of repair: Throughout the weekend, we noted the following issues with our room • Missing, burnt out, or flickering lights • HVAC system that only cools a single room in a suite • Torn up carpet (photo attached) • Missing carpet threshold • Torn/frayed luggage rack • Smashed/broken walls (photo attached) • Peeling paint (photo attached) • Peeling wallpaper • Cracked drywall • Tarnished light fixtures (photo attached) • Improperly installed electrical outlets (photo attached) • Non-functioning light switches (or blown out bulbs) • Dead/non-functioning outlets (test/reset switches do not work, fusebox is not blown) • Dinged, scratched, or scuffed furniture • No ventilation in any bathroom • Incomplete/missing grout in two showers

Cleanliness: This was by far the dirtiest hotel room I have ever stayed in, to include all Hilton properties, other chains of hotels, and independently owned roadside hotels and motels including several in third-world countries • Stains on the carpet, walls, wallpaper (photo attached) • Broken/missing slats on the AC register (photo attached) • Chunks/layers of dust on top of the doorframes, mirrors, and other horizontal surfaces (photo attached) • Black mold or stains on the master bathroom floor (photo attached) • Filthy, sticky black hand prints on all doors, interior and exterior in the suite (we cleaned one door with a provided white washcloth and water, no chemicals, and turned the washcloth brown. 2 photos attached) • Both shower floors were slippery/soap scummy • Light fixtures in the bathroom had the above-mentioned tarnish as well as what appeared to be flecks of toothpaste on them (photo attached) • Walking barefoot on the carpet turned the soles of my feet black. So black that the residue left black marks on the white sheets where I slept

Amenities • Parking was extremely limited, parking spaces were small, and hotel staff was unwilling/unhelpful when the parking lot was full. The hotel attempted to charge us for parking even though there was not a parking space available at the time • The suite (#221) claims to sleep 1-6 people (King, Queen, and Queen pullout) yet only has two chairs for the dining room set. To eat or play games together, we had to relocate the office chair and another guest had to sit on an ottoman or coffee table • In order to adequately cool the entire suite, we either had to turn on the AC and leave it on all day (a waste of energy) or set it to a reasonable temperature at night, which caused temperature around 78 in the master, but 62 in the second room • We were unable to utilize early check in as the front desk stated the rooms were not available yet, but when we asked for late check out (most likely the reason our room was not available at the beginning of the trip) that was...

I have yet to receive any request acknowledged it or responded to.

I assume it would be a decent place to stay had I not required a basic internet connection. Unfortunately for the purpose of this stay I have to give it this rating.

Expect to wait on breakfast. Each time i've gone down i've had to wait for 15+ minutes for food replenish of the buffet.

The motion activated air conditioning ensures your room is going to be crispy hot and amazingly humid when you get back for the day. If you sleep still as i do, you're also going to have issues after any nap/sleep. Waking up to 80° is always gross...

I'm here for a work trip and I'm in need of using the internet. The internet is so choppy that I am unable to complete any work here at the hotel.

Edit: As much as I appreciate the response, the number you list for me to call is a number that sends me straight to the front desk. Incidentally, each of these issues I have already brought up to the front desk and each still had yet to be addressed. While you wrote out this terrible request for a response I am still here. I am still currently staying at your location. I don't understand why you feel the need to embarrass your front desk while I call said number in the lobby and listen while their phone rings and they answer it putting them on a secondary spotlight and infuriating me because now, in my eyes, you're failing to take any responsibility for anything that has just happened and can still be salvaged. I don't understand why things can't be as easy as "Let's find this guy. If he's still with us, let's see what he needs. Let's turn his stay around." and instead just choose to continue to ignore him when everyone else has. It's an embarrassment that, when before i would actively seek out Homewood suites locations for my 95% travel out of the year, now has me going out of my way to actively avoid any and every such location going forward.

Edit2: I am finally checking out and I can assure everyone that nothing was ever addressed. The attitude at the front desk when I asked for a paper receipt upon leaving definitely sealed the deal. I have a 5:00 a.m. flight to catch. I don't understand why it takes so long to procure a paper receipt when my check out date and time was already decided on a week ago. Yes I did initially agree to a email receipt, but I was not told it would come "after audits"... whenevr that is...

I've never stayed at a hotel that cared more about customer service than this one. Everyone on the staff, especially Jennifer and Fred, and the man who worked the dinner buffet (I wish I had gotten his name). They went so above and beyond what's expected that they changed my expectations! I will never again be impressed by mediocrity. From this point on, I will compare every hotel I stay in to this one, and I have a feeling most will fail.

The free hot breakfast included something different each day and it was all excellent. The dinners were very good, too, with fresh veggies on the salad bar and all-you-can-drink beer. The buffet host even brought out a plate of cookies to our table - still warm from the oven! Even though the hours were posted, they kept bringing out fresh food as long as there were people still eating. At one point I saw someone replace a nearly-full pan of potatoes because she said she wanted to make sure we had the freshest food -- and this was 5 minutes before the buffet was supposed to close!

We were in a suite with 2 bedrooms and 2 bathrooms, plus the living/kitchen area. The beds were amazing. I think my King bed had about 5 fluffy pillows on it. The blanket was the softest blanket I've touched in my life. I didn't notice any offensive odors and never once heard the train, or noise from other guests. It was quiet and peaceful.

The sunrise over the bay in the morning is gorgeous. The mountain behind the hotel is also a nice view. They have a patio with fireplace and a huge grill. We enjoyed our meals on the patio with the palm trees and the nice breeze from the bay.

To see the city, you can drive into SF and park, park your car at a BART station like San Bruno or Daly City, or take the hotel's free shuttle to the airport and catch the BART from there. But beware, there are no restaurants or stores around. They sell basic stuff like drinks, snacks, toothpaste, etc, at the hotel, but if you need anything else you'll need to get on the expressway for a few miles. This is the only minor downfall. But I suppose that's what you get when you stay in a tiny mountain community vs the big city.

It was a fantastic stay! Overall, this property had a real homey, we're-all-family kind of feel to it. I hope I can go...