Canopy by Hilton San Francisco SoMa — Hotel in San Francisco

DISGUSTING EXPERIENCE. We booked a room for 4 nights and even though we had received an automatic confirmation by Booking, we reached out to the hotel for confirmation, as we saw the price was lower than previous days. WE ASKED THEM TO CONFIRM THIS PRICE because we had some other reservations on other online platforms and needed to cancel them and keep one before cancellation was not free anymore. Canopy by Hilton SF CONFIRMED OUR RESERVATION and we proceeded to cancel the other hotels. considering my booking here had been confirmed and I would not need any other hotel. So far, so good.||However, 3 days later I received a message from Booking saying that Canopy had contacted them to inform the price was not right, and they urged me to confirm a new price (10 times higher) if we wanted to keep our reservation. Again, all this after having double checked and after CANCELLING ALL MY PRIOR RESERVATIONS.||I then decided to check if I could book any of these hotels at the same price I had found months earlier and, to my surprise, all of them were either far more expensive or simply unavailable. Of course, the only option for us was to keep Canopy as our hotel in SF.||I am aware that Booking T&C mention the fact that price errors may lead to cancellations, but in this case we had asked for confirmation after having received Booking's e-mail, and from their side we got a positive answer.||To our surprise, Booking (even though they admit that this is a huge mistake) told us to accept the new price or cancel, and we were certainly not willing to take any of these options. We were told it was Canopy who contacted them, but in one of the messages with the staff they refer to Booking being the guilty part, as Canopy did not know about it.||We told Booking that we never wanted to be a problem, and that is why we contacted Canopy in first time, but after all this trouble we could no longer reserve another hotel in similar characteristics. If we had been told the price was wrong when we asked for confirmation, we would have certainly accepted the cancelation and keep any of our previous reservations somewhere else. But NOW that was a huge mistake.||They reached out to me to say that no solution would be provided and then cancelled our reservation, leaving us with no...

Summary: Hotel front desk charged me an extra $836 (the price of another guest's stay) and has refused to refund me despite multiple calls and emails. I’d recommend to stay at this hotel if you like being incorrectly charged large amounts of money or if you like to deal with incompetent people. If you think my experience was an isolated event, keep scrolling through the reviews below and you'll see that it's actually standard practice at this hotel.

Details below:

Stay was going great until the front desk checked another guest into our room, which effectively locked us out of our own room. When we noticed we were locked out, we went down to the front desk and found 3 other guests in line to talk to the one person working the front desk. By the time we were given access back, it was an hour later and we ended up being very late to an important work function, which was the entire reason we were there in the first place.

At checkout, we noticed there was an extra charge of $836 and despite speaking with the manager Gustavo Valencia for half an hour, he could not determine the source of the extra charge. He said he would fix it though but didn't. He apparently doesn’t work there anymore.

It has taken me about 10 hours of my time to finally determine that we were charged not only for our stay but for another guest's stay. I spoke with someone named Rhonda (Gustavo’s replacement, I think) who told me to expect a refund after 3 days. When this didn't happen, I called back in the early afternoon and spoke with someone who identified himself as the only employee working there at that time, stating it was his first day at work. He couldn't take a message for Rhonda because he had never heard of Rhonda. Even a Taco Bell has at least 2 people working at the same time at all times of the day but this hotel has a new employee working a solo shift on his first day. But I digress. I called 4 days later and talked to Rhonda again and she told me to expect resolution within a few days. I called 3 separate times today (8 days after my last call) but nobody is answering the phone. I guess the new guy quit. What business have you ever called that can't even answer the phone?

And nobody at Hilton wants to be any part of the...

Very disappointed in our stay at the Canopy. I planned a special weekend for my husbands birthday and found myself apologizing to him the whole time. The bartender at rooftop restaurant and the 2 valet guys we had are the only things that made this stay bearable. $75 a night for valet parking is outrageous. We paid $75 for parking less than 24 hours. I love quaint boutique hotels and thought it would be perfect for a birthday night; however, looks can be deceiving. Dim lights and a pretty lobby really had my hopes up but I was left disappointed. The room was filthy. You could see a large urine spot on the floor in front of the toilet as well as the seat. Baseboards in bathroom and the sink were gross, both had something that looked like sawdust, dust, and hair! My husband stepped out of the shower and said there were long black hairs everywhere. I didn’t even take a shower and opted to wait until we returned to Livermore. And I don’t even know where to start with the restaurant. As I stated earlier, the bartender is the only reason we did not walk out. When I made the reservation I included that we were celebrating a special occasion which was my husbands birthday. When we arrived we were seated outside. Beautiful view and ambiance. We sat for 15 minutes and nobody ever greeted us. I got up to talk to hostess and see if we could move inside for better service. She told us to sit wherever we wanted so we picked a table and after another 15 min never had one person to greet us. I went up to the bar and asked the bartender what it takes to get waited on. He apologized, immediately made us drinks and checked on us through out the meal. We saw two tables to come in after us and get drinks before we even got someone to take our order. The drinks were good, food was really good. Waiter was horrible. Never even apologized and acted like he could care less if we ate. We were charged a $16 up charge on martinis for Tito’s so our drinks ended up being almost $32 each!! That is crazy. We actually should have gotten our bill comped for not receiving any service after 30 min of being seated!! We ended up getting 2 appetizers and drinks and pretty much had to leave without ordering dinner because we had a show to be at. Very...