Castle Inn — Hotel in San Francisco

UPDATE: due to Castle Inn middle aged shaved head nightclerk’s inappropriate behavior and upon reviewing the evidence, my company has removed Castle Inn from its hotel options and further reported the incident.

I strongly advise not staying at Castle Inn. I have reported their unjust refusal of service and disparate treatment. If you choose to stay here, please be clear on the RISKS:

INCIDENT: Upon checkin around 8pm, I reported issues that there was no wifi and the phone line is down, providing photo and video evidence. The nightclerk, communicating only from behind a security window, claimed to have notified the manager but refused to provide a resolution timeline. The nightclerk became hostile and accused me - with no basis - of harassment. The nightclerk then told me “the room phone line being down is a safety issue and so you need to vacate the premises". After instructing me to continue waiting outside in the dark and cold, the nightclerk locked the front desk, ignored me, and proceeded to my room. At this point the nightclerk changed tunes and said that he was the manager. The nightclerk again told me to vacate the premises. I asked “It is nighttime and unsafe outside. All I asked for was to have wifi. Why are you refusing service to me?”; the nightclerk refused to respond. Instead the nightclerk started shouting at me to leave (my travel agent was on the phone line and has this all on recorded call; I also have photo and video proof). I feared for my safety throughout; I remained professional throughout. The nightclerk forced me to leave.

Immediately following my leaving the premises, my travel agent called me confirming recording of the incident and expressing concern over the nightclerk’s behavior. The agent mentioned an investigation into issues with terms of service and disparate treatment, highlighting instances of the nightclerk yelling at me and instructing me to leave. The agent said “I heard Castle Inn nightclerk start yelling at you for no reason. I heard him tell you to shut up and stop calling out for help. I heard him tell you to leave. I have it...

I had what I would describe as the most extraordinary hotel stay of my life here -- but for the wrong reasons. Last night I discovered there was no air conditioner in my room, which faced a busy street. I called downstairs thinking I probably do not see it. However, the clerk said three rooms don't have the ac. I asked why I was not told this and said my room should be discounted then. He informed me he actually gave me a discount of $29 for this inconvenience. I did not see that on my receipt and told him so. I asked for a receipt showing this and he told me to come downstairs to get it, which I promptly did only to watch as he locked me out of the lobby! I videotaped the entire incident. He opened a night window a crack. I asked to be allowed in the lobby. He refused. The clerk then offered to give me a cup of hot tea, available to guests who enter the lobby. When I told him I wanted the tea, he refused. I asked again. This went on for several minutes. I told him I thought he was acting unprofessionally -- again all on video. He left the lobby and went into the back office saying he was using the bathroom -- all the while as I stood outside locked out of the lobby! He returned 5 to 10 minutes later and let me in. I made a cup of tea and left. After that incident I experienced an asthma attack. I phoned my brother, a San Francisco doctor to tell him what occurred. I am still stunned. Oh, and no apologies this morning. The clerk also refused to store my luggage in the morning unless I went alone with him to a storage room on a lower floor. I refused and left. All in all, a creepy and...

Upon arriving at the inn at 1030PM (30 mins before the check-in cut off time) the gentleman in the office greeted us and although he looked intimidating, he was very nice and helpful. Check-in was quick, 5-7 mins. He gave us a parking pass with clear and simple instructions on what to do on check-out day. He even gave us a print out of the area and told us about some spots to check out and it emphasized how great of a location we were in. He even let us know some areas to stay away from. We tried our keys but the door light was red. I rushed back to the office because I wanted to be respectful of the office hours and the other guests that were in line. One in front and one behind. In the midst of him assisting a guest, he was attentive and politely told the guest that he was going to assist me quickly and reactivated our room key. Our room was very spacious and clean. The microwave, mini fridge and free parking was a HUGE WIN for our stay. Every day our room was cleaned and restocked with fresh towels and the basic toiletries. This was the first time we stayed in this style of hotel/inn (no lobby/closed hallways). We were skeptical at first but we actually felt really safe and there were no weird people hanging in, around or near the inn. Parking was always available and it was covered (Parking size reference: we rented a mid size SUV - Toyota Venza) With our experience, I feel like the price of our stay was great. We highly recommend this place and if we decide to come to SF again? We’re guaranteed to...