Hotel Aluxor SFO — Hotel in San Bruno

We stayed in town for a week and overall this was a 2 star experience. However, the receptionist made it a better experience because of how she handled customers. Here are my list of Cons and Pros.

Cons: The room was infested with ants The windows were thin and we could hear everything from out side The toilet seat was banged up and needed replacing The coffee pot was completely filthy with left over toothpaste, dust, coffee stains Walls on top of the shower looked old and you could see the old wholes from when the shower rod was changed. The carpet had stains in it and looked as though its never been shampooed so we had to wear shoes or socks the whole time since we didnt know what was on the carpet. The dish that holds the soap and lotion was dirty and I had to clean it myself paint patches above the window in the room where there used to be a curtain rod the breakfast service was canceled due to covid There was a dead roach on one of the towels that was supposed to be clean. Other towels had old hairs left in them The Hotel was suppoed to be non smoking and I could smell Marijuana coming into my room regularly The toilet flooded. I had to ask to be switched to another room they wanted us to stay in the same room. Although the new room was much larger than the 1st one, as soon as i put my hangers on the rod it fell on the floor and the carpet still had old stains on it. The windows had the same paint spots where there used to be curtain rods, and one if the window sheds were broken and leaning to the side. Lastly the shower/tub had mildew around it. One of the other guests came out of the elevator and ran right into my child, pushing him and calling him names and there was no staff there at the desk to witness it. So, at 7 months pregnant I had to handle the rude lady myself. I later saw her coming back through the hotel and saw she stayed on the same floor near our room.

Pros Check in was simple The repectionist was nice and very helpful I asked for extra pillows and towels and they were happy to provide them We missed the house keeping service one day since we couldnt leave the room til late. So the receptionist came and changed the towels and trash for us when we called needing it. Their house keeping staff only works in the morning. The ac and heater worked fast When we had to switch rooms it went pretty fast. The larger room had better air quality than the smaller room. The main areas were pretty minus all the products they had stacked from the renovations and orders. I bet once the renovations are done it will be stellar...I did peek into one of the rooms that were almost done and it looks so good.

All in all, we didnt like this place and we will not be staying here again in the future. We were scheduled to stay for a week and left a day early after the toilet issue due to me having early labor contractions caused by the stress. I wanted to leave sooner but couldn't otherwise we would have left the 1st time we saw ants.

We don't falt anyone for our experience, and we did notice they were doing renovations on other rooms. I hope those updates make everything better so their ratings go up. The staff were very friendly and I think with better rooms they could get more 4 and 5...

I have never written a bad review on a hotel or restaurant but now I am. I would HIGHLY HIGHLY not recommend this hotel. I was double charged for a room that I stayed in. I had made a reservation and needed to cancel it and rebook it on another credit card. I had called and the front desk said they had cancelled it. When I checked in the front desk did not say anything about having 2 bookings and checked me in.

Just recently I got my credit card bills and I was charged twice. I called in several times and they told me to call back at 6pm to talk to the manager. I called and each time they said the manager was not there.

I just got off the phone with the front desk person again and after him saying the manager was not there I told him again why I was calling. He proceeded to tell me that I was making up the story and that I had never cancelled one of the reservations. When I told him I had he became very argumentative and insulting and said the hotel would never give me a refund.

I tried to explain again that this didn't make sense and that I was one person who checked into the hotel and was now charged twice for the same night.

I have never been treated like this and I kept trying to be nice and explain but he kept insisting and not listening and just saying there will never be a refund but we do know that you did check in and there was only you in one room..

He told me the hotel was privately owned by one person and would not give me the name of the owner. Honestly I feel like they are not an upright company and are shady some.

All's to say was the hotel was ok but not as great and in an area that was farther from the airport then what I was told and also in an area that was not a nice area. The bed was comfortable but for the price of one room and the bathroom not being as nice, the hairdryer had fallen off the wall and wasn't working when I got there and etc. I would say spend your money on a hotel chain that is known and you can trust.

don't take a chance and get...

Upon arriving at the Hotel Alusor SFO.  I approached the front desk staff to request an early check-in. Understanding that there might be additional fees associated with this request, I expressed my willingness to pay for the convenience since I needed access to my room as soon as possible. However, the response from the staff was less than satisfactory. They informed me that I would have to wait 2 to 3 hours for a room and could not guarantee availability because other guests had not yet checked out.

What compounded my frustration was the absence of proactive communication from the front desk staff. Instead of offering to keep me updated on the status of room availability, they simply pointed towards a couch and instructed me to sit down. This felt dismissive and unwelcoming, especially considering that I was willing to pay for an early check-in.

As I waited in the lobby, I observed multiple guests checking out during my time there. It became increasingly disheartening that no one from the staff reached out to inform me about any changes or updates regarding my situation. It felt as though they were deliberately avoiding interaction, possibly retreating to their back office rather than engaging with waiting customers.

After two hours without any form of communication or update from the staff, I made the decision to leave. This experience has left me disappointed not only in the service provided but also in how guests are treated when they seek assistance. Effective communication is crucial in customer service, and unfortunately, this establishment fell short in that regard.

In summary, my experience highlighted significant deficiencies in customer service related to communication and responsiveness. For future guests considering this hotel, it may be wise to take these factors into account before making...