Aloft San Francisco Airport — Hotel in Millbrae

Reached hotel at 11pm with our toddler kids. They gave us a room in 1st floor. When we reached room after a tiring day and kids were about to sleep we saw a spider right on the bed under the pillow. Called front desk and the lady at the front desk picked it up. We said there was a spider in our room and we need change of room immediately. She asked the most ridiculous questions like where we saw it and if it was alive. We asked them to come and check it out but she said no. She asked us to come to the front desk for change of room. We went to front desk and showed them the video of spider on the bed from their hotel that we just checked in 15 min ago and they say that it doesn't look like their room. What a ridiculous staff? Are we showing something which is not in their hotel room? Are we here to play any games or tricks? Such an unbelievable and senseless they are. We were back from a really tiring day and we're supposed to catch a flight next day back home and they think that we are playing tricks that midnight? We got another room in 6th floor. We saw one of the blinds wasn't working completely but we thought we could adjust for one night stay as we don't have patience to move to another room with kids already asleep. Atlast when we went to use the bathroom, the toilet paper holder was broken, shower gel dispenser was broken. Again, we called the front desk. We asked if this is how they maintain their hotel? we wanted to talk to their manager and asked to check the broken things themselves. They finally came to check the room and they don't even feel sorry for such an inconvenience that it caused to us. The lady from front desk checked the bathroom and said that their housekeeping people wouldn't leave them broken. Then who is supposed to fix it when you have guests in your hotel? Do they think the guests who stay need to know how to fix their stuff? Then we had to AGAIN change the room carrying all the luggage and kids. Made us change 3 rooms within an hour after checking in. This is such a worst experience with a hotel that we NEVER had before. Never...

Regardless of the hotel brand, when a guest books a Marriott Bonvoy hotel there’s a certain level of service and care you grow to expect.||As a continued Bonvoy Gold member who’s stayed in properties in my home cities of Honolulu and Los Angeles to across multiple countries spanning from Seoul to Paris, I can confidently say the service and attitude I received at the Aloft SFO was the worst ever. I also understand that at an airport hotel there is less refinement and frills but as an avid traveler I’m no stranger to overnight layovers and have stayed in many airport hotels.||The first issue arose when I landed in SFO past the normal shuttle service times, so I attempted to call the front desk twice to arrange a pickup but my calls were not answered so after a 2.5 hour delay and just wanted to crawl into bed I opted for a $30 taxi ride.||The next issue which I find to be truly problematic and shows that Erica at the front desk lacks basic hospitality experience and should not be working the front desk, is when the hotel POS system was experiencing technical difficulties so she couldn’t charge $10 worth of snacks to my room. Knowing that the option to charge to the room was available at 330a I went down to the lobby with nothing but my key. I asked if she could just leave a note on my room reservation and I would settle it when I check out at 6a. She said no, we take cash or credit. I then confirmed with her that for $10 worth of snacks she was demanding that I go back to my room grab some sort of payment method and come back down. She again said we take cash or card.||While I know hotel front desk systems vary from hotel to hotel, from spending my early career working at luxury boutique hotels living in Opera, I’m well aware there are ways to leave notes/even pop up notes on a room reservation. Suffice to say, Erica needs additional training in basic guest hospitality but then also what it means to be at a Marriott Bonvoy property. The only silver lining I find is that she’s on the overnight shift so hopefully other guests don’t have the same...

Worst experience Checked in late at 11 pm, they gave me on 1st floor, asked for any other floor, but receptionist said they don't have anymore with 2 queens.

Entered my hotel room #104 with my family, getting ready to freshup and my 6 yr old n 4 yr old kids were tired and ready to sleep, my wife making them ready to sleep and as she pulled the linens of the bed she saw spider moving around, i asked her are you sure, she said yes, wanted to double check before I go to receptionist, when we moved the linens little further, i could see the spider moving. Took a video of the spider and went to front desk and showed the video. They gave me an another room #612, and one of the working magers (on 07/01/2024 @ 11:30 pm) gave a credit of $30 for the breakfast. As I enterd, could see shower gell dispencer on the bathroom floor, toilet paper holder was broken, blinds not working properly. Reported to front desk again and the receptionist. Asked what kindnof hotel is this, I see spiders in guest rooms and things not working, receptionist said that the video I showed her manager was not from here, got very furious of her comment and asked her to come and check for herself of the rooms, she realized room #612 is exactly what I mentioned and she also said their housekeepers wouldn't leave the bathoom like the complains which I mentioned, does she mean I did it on purpose? With my little one and in the midnight. Asked her to check room #104 as well, as her manager was saying thats not fron their hotel. Finally they gave me diff room and it took 1 and half hour just to have my day done.

Im gonna throw away the breakfast credit to the mager in the morning as we wake up.

Would have not posted this review, but comments which I got fro. Manager and receptionist ( like manager saying the video is not fron their property and receptionist saying thier housekeepers wouldn't keep the room like that) made me write this review. Thanks to the manager and receptionist for...