Crowne Plaza San Francisco Airport by IHG — Hotel in Burlingame

Where do I even begin? I am normally not one to leave a review unless the service was above and beyond or in this case a nightmare! Upon arrival, our team (company trip) received extreamly poor customer service from Ayalnesh and the rest of the front desk staff upon check in. Our team arrived in ONE vehicle with a trailer attached upon check in - after checking in and dropping off luggage to the rooms, our team left the hotel to visit the job site and leave the company trailer at the job site since it was needed there for the entire duration of our stay. Not to mention the trailer got a flat tire upon arrival at the site and so it was in no way going anywhere even if our team wanted to take it back and forth from the hotel. When final billing was issued we were charged over $1400 in parking fees!! When our manager called, the hotel staff was rude, unprofessional and provided ZERO help! Mind you - we just wanted to understand the charges and be charged the correct amount! When we reached to Ayalnesh about the charges we recieved an unprofessional response until I took over the correspondence via email. We were charged for 3 vehicles when we only had ONE. The two nonexistent vehicles were billed at $24 a night and a third vehicle was charged $48 a night because when we pulled up they saw we had a trailer attached and made the assumption it was going to stay parked on their lot throughout our stay. It was $48 because of its size so PLEASE BE AWARE THAT YOU WILL BE CHARGED $48 A NIGHT FOR LARGER VEHICLES! INFORMATION THAT IS NOT DISCLOSED ANYWHERE NOR MENTIONED AT CHECK IN! She issued an apology for the poor service but only agreed to refund us for the two non-existent vehicles but stayed firm on not correcting the $48 charge to $24 despite sending her proof that our trailer was never parked at the hotel - not even for one night! I provided photos, time stamps and location of the trailer since we track company vehicles and property and despite acknowledging the fact that I was in the right, she still refused to simply correct her mistake. It's really unfortunate as we just wanted this to be resolved fairly. We aren't asking for a full refund, we just want to be charged the correct amount and refunded the overcharge! So if you get dropped off at this hotel, be sure they dont assume you have a vehicle parked outside because they saw you get out of one! If Ayalnesh simply did the right thing after sending proof that there was only one vehicle with no trailer attached, we would have overlooked the initial poor first encounter and would have given a better review. I have submitted a complaint to corporate and intend to escalate this matter further since we have more than enough proof - not to mention we have been loyal Diamond Elite IHG members for some time and have never encountered such poor service, Ayalnesh you are in the wrong! Please just make it right!

**wanted to post an update to this and point something out to customers. This was a business trip, myself and another review (Jonathan kolenc) were reviewing the same stay and same issue. On my response, Ayalnesh blamed us that we confirmed we had multiple vehicles - NOT true. We confirmed we had one. Plus she confirmed in email that they made an observation upon arrival and basically made an assumption without listening to us. If you take a look at Jonathan's review/response she said they refunded us the charges for the non existent vehicles after confirming it was an ERROR! They confirmed we did in fact only have one vehicle! I think its funny that she said if we would have informed them during our stay that the trailer was not there they would have corrected the charges but yet they corrected the charges for the other non existent vehicles after the stay? Seems to me they want to keep the additional $432 for the trailer because they already had to refund us $624. Guess they dont want to be out the full $1056 in parking overcharge despite proving that the trailer was never once on their lot. You admitted you were wrong with one charge, why...

If you are thinking of staying here||I strongly advise that you stay very far from this HELL’S GATE HOTEL. If you want to know why you are in the right place.||First of all I checked-in for 3 nights,||my stay was pre-paid and It always is.||Like everywhere they charged me $50 for incidentals.||To make it shorter the hotel is absolutely disgusting overall. Like I read in one of the reviews my first night, you might end up in the ICU.||I thought that was a bit too much in that moment but after the first night I fully understood and believed that person due to my experience here as well. After reading a couple reviews the first night I started doubting my whole stay and tried booking somewhere else but everything was sold out…. Due to a convention, unfortunately.||I leave in the morning for work, left my do not disturb sign out as I always do and when I return from work my room is cleaned out and my stuff is gone. I obviously freaked out as anyone would and went back to the front desk. That’s when I started talking to “Ayalnesh Chanialew” the supposed manager here… She goes ahead and tells me that the night before at 7:30pm||I had complained to change my room because it smelled like cigarettes and they checked me out?? Which was absolutely not true because I slept there the whole night and my keys were still able to open my room.||The manager decides to go check the rooms because she had no answer for what was going on. When we go upstairs she decides to open the room next door to mine which actually were the people that complained the night before I figured.||When she opened the door it looked like a crack house party in there.||Which really concerned me knowing that it happened next to me while sleeping in my room. I proceeded to say my keys don’t open that room (612). They clearly have the room number listed on them (614) and open this door. She proceeds to open my room and again is fully cleaned and my stuff is gone.||Passport, nintendo, backpack, everything…||Still absolutely no answer to any of this.||She left room 612 doors open all night long while I had to stay in the room next door for another night. While talking to the Producer at work explaining what’s happening.||I see her walking back with all my stuff.||She then proceeds to say that the housekeeper that put my stuff there was fired that same day. Which I didn’t believe for a second. Thankfully everything was there.||With this absurd unpleasant situation I had to go ahead and stay again in this HELL’S GATE HOTEL one more night. That night I went to dinner with my backpack due to not trusting anyone or anything in there.||I wake up in the morning and can’t wait to run out the door of this HELL’S GATE HOTEL.||I drop my keys in the box and let the lady know. “Hey I’m checking out just to give you a heads up” and she proceeds to tell me that I’m all good to go. Once I walked out the doors I get a notification from my card that the whole stay was charged to my card as well. Again this whole stay was pre-paid they only needed to charge for incidentals.||I run back to the lady right before I had to get in my uber to let her know about the situation and demand my refund.||She goes ahead and refunds it like no big deal $800 dollars came out of your account just because of her retarded mistake with all due respect. Goes ahead and gives me a receipt for the refund. At this point I don’t trust anyone or anything in this hotel or care||I just want to get out of this chaos and proceeded to leave. This charges are still pending in my account till date.||It is actually dangerous for these scammers to have any personal info from anyone. Not to mention there’s very weird individuals walking the hallways in the middle of the night looking like they’re going to rob you and doors of the hotel are fully open for anyone to come in.||||Ayalnesh Chanialew do not reply to my message with a lie and a phone number that goes straight to voicemail…||You are a liar and running a fraud...

If you are thinking of staying here I strongly advise that you stay very far from this HELL’S GATE HOTEL. If you want to know why you are in the right place. First of all I checked-in for 3 nights, my stay was pre-paid and It always is. Like everywhere they charged me $50 for incidentals. To make it shorter the hotel is absolutely disgusting overall. Like I read in one of the reviews my first night, you might end up in the ICU. I thought that was a bit too much in that moment but after the first night I fully understood and believed that person due to my experience here as well. After reading a couple reviews the first night I started doubting my whole stay and tried booking somewhere else but everything was sold out…. Due to a convention, unfortunately. I leave in the morning for work, left my do not disturb sign out as I always do and when I return from work my room is cleaned out and my stuff is gone. I obviously freaked out as anyone would and went back to the front desk. That’s when I started talking to “Ayalnesh Chanialew” the supposed manager here… She goes ahead and tells me that the night before at 7:30pm I had complained to change my room because it smelled like cigarettes and they checked me out?? Which was absolutely not true because I slept there the whole night and my keys were still able to open my room. The manager decides to go check the rooms because she had no answer for what was going on. When we go upstairs she decides to open the room next door to mine which actually were the people that complained the night before I figured. When she opened the door it looked like a crack house party in there. Which really concerned me knowing that it happened next to me while sleeping in my room. I proceeded to say my keys don’t open that room (612). They clearly have the room number listed on them (614) and open this door. She proceeds to open my room and again is fully cleaned and my stuff is gone. Passport, nintendo, backpack, everything… Still absolutely no answer to any of this. She left room 612 doors open all night long while I had to stay in the room next door for another night. While talking to the Producer at work explaining what’s happening. I see her walking back with all my stuff. She then proceeds to say that the housekeeper that put my stuff there was fired that same day. Which I didn’t believe for a second. Thankfully everything was there. With this absurd unpleasant situation I had to go ahead and stay again in this HELL’S GATE HOTEL one more night. That night I went to dinner with my backpack due to not trusting anyone or anything in there. I wake up in the morning and can’t wait to run out the door of this HELL’S GATE HOTEL. I drop my keys in the box and let the lady know. “Hey I’m checking out just to give you a heads up” and she proceeds to tell me that I’m all good to go. Once I walked out the doors I get a notification from my card that the whole stay was charged to my card as well. Again this whole stay was pre-paid they only needed to charge for incidentals. I run back to the lady right before I had to get in my uber to let her know about the situation and demand my refund. She goes ahead and refunds it like no big deal $800 dollars came out of your account just because of her mistake. Goes ahead and gives me a receipt for the refund. At this point I don’t trust anyone or anything in this hotel or care I just want to get out of this chaos and proceeded to leave. This charges are still pending in my account till date. It is actually dangerous for these scammers to have any personal info from anyone. Not to mention there’s very weird individuals walking the hallways in the middle of the night looking like they’re going to rob you and doors of the hotel are fully open for anyone to come in.

Ayalnesh Chanialew do not reply to my message with a lie and a phone number that goes straight to voicemail… You are a liar and running a fraud...