Embassy Suites by Hilton San Francisco Airport Waterfront — Hotel in Burlingame

We checked in on 7/22/2022 just before midnight. Upon entering our room we noticed the room was very hot and humid. We turned the AC on and opened the balcony to circulate the air. After waking up in a sweat and to the mirrors fogged and cups with condensation we called at 5:30am to the front desk to report. An maintenance engineer was sent up to take a look at things. He said the AC was working properly but the vents were closed so he opened them and brought us a box fan. We went down for breakfast at 6:30am and we were gone in the city until approximately 8pm. When we came back to the room we noticed a moldy smell and the room was still very humid but it did feel like air was circulating a little better. We called to the front desk again and we were informed there was no notes on why if any repairs were made by the maintenance engineer. We had difficulty sleeping because the air was so thick and the room was so stinky and humid. The next morning my daughter opened her suitcase and realized that everything was soaking wet. Her suitcase was laying on the ground next to wall between the dining areas/table in the living room and the shower wall in the bathroom. After further examination we realized the carpet for the entire length of the wall was soaking wet as well as the carpet on the wall where the thermostat was. We immediately called the front desk to inform. We were told the maintenance engineer was coming up and as soon as another room was available we would be moved. Within 1.5 hours we were moved to a new room but we had to cancel plans for the day because we had to wash everything in my daughter’s suitcase, replace toiletries, toothbrush, hair brush, makeup brushes and we had to take an Uber to/from the store to get laundry soap at $36.00 each way = $72.00. We also had the cost of replacing my daughter’s perishable items $28.00 and the cost to use laundry services at Embassy Suites $4.25 per load for wash and $4.25 per load to dry =$25.50 AND we lost our Alcatraz tickets for the day which were $205.00. The event cost us a total of $330.50 and an entire day of our vacation. Then to add salt to our injury the next morning we were in the elevator head down to breakfast and we started a conversation with someone attending a shoe event that was happening during our stay and she told us that her company schedules her to stay at the Embassy Suites by Hilton San Francisco Airport Waterfront a few times a year and the issue with the shower water seeping through the bathroom walls to the living area is a known issue for the hotel and she has experience a handful of times in rooms on the 6th floor so she always asks for a different floor or she makes sure she doesn’t set anything near the bathroom/dining/thermostat area walls. We received no credits or discounts for our stay despite the grievances we experienced. We have been Hilton Honors members for years and we spend somewhere between 14 and 30 nights per year in a Embassy Suites hotel throughout the country and this is by far the worst experience we’ve had with Embassy Suites. I highly recommend you stay away from this ES Waterfront and stay closer to the airport at the brand new Embassy Suites, the thermostats and AC work better, the rooms are updated and they don’t smell like mold and they have the same...

First off I want to say I'm not a big fan of leaving reviews like this. This is sent out as a warning to customers staying at this hotel. There's a few goods, but the bads have ruined the stay at this location. The view is beautiful. The atrium is wonderful to sit in and just de-stress. I definitely was planning on staying there again until everything went down the crapper. I had to check out a day early due to my employment and when I went down to try to check out the lady at the front desk was rude and looked like she didn't enjoy your job at all. She had a massive line of people(out the door) checking in and was the only person working at the front desk(not quite sure of that when the morning is usually one of the busiest times because of people checking out) so I understand that she was probably frustrated but she wasn't handling it very well. I decided to come back later to give her time to deal with the massive line, being the only employee. When I did come back the hotel charged me a $50 early checkout fee which I think is ridiculous because it was before the checkout time cut off. I then checked out and went on my day. The next day I woke up and found that I was charged that night at full price even though I had checked out the day before and I did not stay there. So not only did they charge me an early departure fee they also charged me for the night that I was departing from. Now, one of the biggest issues with this hotel is, no one answers the phone. You will spend a half an hour going through their little menus that just keep repeating over and over again which I think is funny because when I called the Hilton customer service line, the person helping me came back on the line multiple times to explain to me that she was cut off or couldn't get through the repeating menu and to just keep holding so she could try to get through to the hotel. So if you have any issues you're going to spend a lot of your day frustrated as hell trying to get through to somebody there to fix the problem, but then when you do get through they're going to tell you they don't have a manager on duty to handle the situation that someone has to call you back. That is what I was told and the Hilton representative was told. So at this point I am sitting here waiting for a manager to call me back to fix the situation at 8:00 in the morning on a work day(which I don't quite understand how you run a massive hotel like this backed by Hilton and you don't have a manager on staff during the checkout times when the most problems are going to come up). So between the fact that they don't have the proper staffing, they don't have a manager on duty when you need it the most, the employees are rude, and they charge you all these excessive fees which are not needed and then charge you for the room anyway, I would say that there needs to be some things looked at it this hotel and I want to warn the people staying there to make sure your bill is right before you leave or you're going to be in for a crappy morning the next day. All of this is a shame because this hotel is actually a nice place to stay if you didn't have all the issues...

On Friday, August 5 a little after 4 PM, we checked in at the Embassy Suites Burlingame using the digital check-in & digital key using the Hilton Honors App for Room 923. After we accessed our room and emptied our suitcases for our 2-night stay, we left for a stroll at the waterfront. When we returned about one hour later, the Hilton Honors App was now saying, "My room was ready for 842. I could no longer digitally check-in for the room we originally checked into (923). This was of course very frustrating to be locked out of your room, which you have already checked into. After calling about a dozen times to front desk from my cell phone with no such luck, we went to the hotel front desk and they were quite busy. I asked to speak with the manager on duty. I shared my frustrations with him. The manager listened and said they were quite busy, thus the reason they could not answer my dozen calls. Okay fine, if that is a viable excuse to use, which was not sufficient for me, but okay. The manager went to a separate room and spent about 10 minutes programming my digital key correctly (back to 923). When the manager returned, my digital key still said room 842. Apparently, he could not fix the problem. Instead, the manager gave me two card keys programmed to room 923. I do not know if this was an issue of lack of experience or lack of user training or a technical issue, but there was a system that was clearly not working effectively. When we finally got back to our room (923), I tried one card key and I could not access the room. All, I kept getting was a yellow/red light when I would attempt to access it. When, I tried the second, key, that one apparently worked after three tries. We had similar issues when trying to access the pool area. The room we stayed in (923) needs a lot of work to bring it back up to par or to make it guest-ready. For the two nights, we stayed, there; the air conditioner did not work sufficiently or hardly at all. The room was 76-80 degrees the entire time we stayed. I placed my hand on the vent to see if it was blowing any cold air. All I could notice was a very tiny, tiny, tiny amount. That was unacceptable and needs to be repaired unless it was deliberately done to reduce costs. I seriously had my doubts. The room was so hot, that my son could not sleep until I requested a fan at midnight. I requested another fan, so my wife and I could get some cool air, but they never brought us one, until the next morning after I gave the housekeeper a $10 tip to bring one. I let on-duty management know throughout my stay about the issues we experienced, but I did not get one sincere explanation or apology from Embassy Suites Burlingame to the point that I have decided that I will no longer book here ever again, as a Hilton Honors Member. In addition, both TV in room 923 does not work. Please change the cable wires, so your next guest does not have to keep tapping the loose wires, which management should also...