The Millwood - A Boutique Hotel — Hotel in Millbrae

I was reluctant to stay here due to the mixed reviews. However, I decided to take a chance and experience the hotel for myself. It was apparent that the hotel had been renovated. The renovations were tasteful. The bed was comfortable, and the water pressure was good. However, we had an issue with the heat. It was stuck on 90. So it was either super hot or cold. The amenities included breakfast, free parking, and possibly a shuttle. However, I did not see a one, nor did I need to inquire about it. My major issue was with the poor customer service. I booked through a third party based on the pictures that were listed. I thought I was getting a room with a couch. However, I received a regular queen size room that did not include a couch. when I brought it to the customer service attention. She stated there was nothing she could do. I showed her what I saw and explained why I purchased the one that I did. She still said no, I got what I paid for, and it didn't make a difference what the picture showed. I was given a queen room on the 2nd floor. It did not have a fireplace. I was told those were sold out I was willing to pay the difference to upgrade to a suite. She agreed to the upgrade. However, she would not honor the price that I would have paid through the third party. She wanted to charge me a difference of $75 to $100 a night. The third-party site would have only been an additional $90 in total. When I showed her. She said she couldn't do it at that price. I refused to pay another $300, so we stayed in the smallest room. I can't totally say I would give them another try if I was in the area, but the customer service has to...

Although the room itself was nice, recently updated and clean, the late night front desk service I received was absolutely awful. Due to a winter storm, I had a flight and rental car delay, that created a very late check-in. I was beyond exhausted by the time I arrived to the Millwood. Prior to making my reservation, I spoke to a friendly woman over the phone (during the day) at The Millwood who assured me there was 24-hour staff on-site and we could check in at any time even if taking a red-eye flight. ||But the woman who "helped" me check-in after midnight was incredibly rude, hostile and dismissive, so I was nearly in tears at the check-in counter. She told me there was no reservation on file for me and the only room they had left was their most expensive room that was more than double the charge of what I had already paid. Given the hour or my arrival and my level of exhaustion, I just paid for the "only room left" but I felt verbally abused and taken advantage of under the circumstances. ||The room itself was quite nice and comfortable, the complimentary breakfast was appreciated, and the day-time staff at the front desk was much friendlier. I got a very small refund ($25?) from the manager to acknowledge a mishap, but it didn't feel like a fair exchange for what happened. And no one actually apologized. ||If you check-in during the day, you should be treated better, but I would strongly consider staying elsewhere if you want to feel safe, respected and like you got your...

We were pleasantly surprised to see how the motel had added security of glass panels in front of the doors to make it more like a hotel than a motel as you have to walk down a secure enclosure to get to your room. Unfortunately I was unable to set foot into the front office area due to a very strong perfume or air freshener. I found the room to be decorated well and clean, however the newly renovated sink was cross threaded at the drain causing the sink to clog and leak at the fitting. I called the front desk and asked for maintenance, maintenance had gone home for the evening, the desk clerk said she could "come and check" I asked if she had a pipe wrench to which she said no, so I asked how "checking" would help me if she wasn't equipped to fix the problem. She just kept repeating that she could 'check it'. I told her 'checking it', whatever that meant, wouldn't fix it. I told her I have plumbing experience and unless she had a pipe wrench she couldn't fix it. She just kept offering to 'check it', didn't offer us another room, or a discount, just wanted to 'check'. In the morning I went to get breakfast and had to leave again due to the extreme use of perfume or air freshener, I could literally taste the scent and didn't want to eat anything that had been exposed to that, not to mention I was getting nauseous from the smell. The shuttle bus driver was a very aggressive driver, talking on the phone , driving with one hand and...