Courtyard by Marriott San Francisco Fisherman's Wharf — Hotel in San Francisco

First, the valet , Andrew, and the housekeeping staff were awesome and very personable. So this review does not reflect on them at all!

The location was decent. Near a great breakfast place, Cafe de Casa.

As soon as I walked through the doors for check-in I was “greeted” by Donnie, a VERY disgruntled worker. His first sentence was “I’m going to kill” and then he trailed away and stopped and asked how he could help me. He made it clear he was not happy with the company, and mentioned multiple times he “hated his job” and it was “ruining his life”. I tried to be a good listener and showed concern, and he kept on stating how much he hated it there, was so unhappy and would never stay here. I’ve been in human resources for over 25 years and have never experienced this as a customer, outside of my workplace.

I was concerned to say something, knowing he would know it was me, but I was also concerned to not say something. I slept on it, and decided to speak with a manager the next morning.

I spoke with Veronica, the only manager on duty, and told her what I had encountered. She said, thanks for sharing, and that was it. As a customer, I would’ve expected something more for my experience and trouble. But there was nothing.

I felt so bad for Donnie, but it was very uncomfortable for me to be in that situation. If I say something and he gets fired then he has my information, if I don’t say something then he could be pushed beyond what he could handle.

This experience made it uncomfortable to walk through the front doors after being out and about each time.

For this, I would not recommend staying here.

UPDATE 1/3/2024: The Manager of the property did reach out to me, Jalen, and recognized I was in an uncomfortable situation. They also offered me 10,000 points, in which I declined. In my email response I stated "Thank you for your email and your time. The circumstances are unfortunate. I’m not sure if you have ever experienced something like this as a customer, but I can say that I never have. It was extremely uncomfortable, so much so that the A/C unit did not work in our room and I did not want to go back and have to talk with Donnie again, so we just didn’t say anything. Thank you for the offer of 10,000 points but I after what I was subjected to 10,000 points can’t even allow me a nights stay, and is menial to the Marriott. My ask was to please refund me one night, again menial for Marriott but a big gesture for the exposure to such an uncomfortable situation." It has been three days since I sent my email, and I have not heard anything. I am disappointed.

UPDATE 1/3/2024 8PM: I received a follow up email from the manager and they accepted my request for a refund of one nights stay. I am very appreciative...

I exclusively stay at Marriott properties for personal and professional use. I am always 100% satisfied with the property location, environment and service. I work for J.B. Hunt and Marriott is one of our top two preferred hotels. With 16,000+ employees you can imagine the business we generate with Marriott.

That being said, the service at this location was sub-par at best. Due to excellent customer service at all other locations, I would expect the same at this location. The attitude of the employee who worked the front desk for most of our stay was indifferent. This was a very special vacation for my adult autistic son. He has not been able to travel for quite some time. I was told we were in a great room. Maybe, if you consider an In and Out burger sign almost with in reach of the window. As we walked in and out of the hotel, I am accustomed to a greeting from the front desk staff. This was not the case as most of the time they were to busy talking about football and other things. Around the 9:00 on the first night we requested 2 more pillows, we had to call 3 times. After a busy day sightseeing we got back to the room and the glasses were not replenished. I called the front desk and asked for glasses, the person hesitated, I said there was a room attendant down the hall, he said he would stay on the line while I walked down to see if this person had glasses on his cart. So I went and got drinking glasses on my own. The lady at the front desk on the day of check out was not at all dressed to what I come to expect from Marriott property employees. She had on a skirt and what appeared to be a fancy tank top. being a woman it could have been something to wear under a jacket. All other employees I have seen are dressed in a professional manner to represent a great brand, Marriott. I don't often take the time to write about an less than perfect experience, but this one was so different from all of my other experiences I was compelled to let you know. I rated the stay and recommendation a 7 could have been a 10 and I am a loyal Marriott customer and consider this a one off and hope someone will look into the what appears to be...

I chose this Courtyard because I was able to get a really good member price a few months back and it was significantly cheaper than any other Marriott in San Francisco. Given the price, I was surprised to see it was in such a good location and rated significantly better than most Marriott options. I was traveling solo (~30 female) and extremely concerned about safety; I felt safe in the surrounding area and found it to be a comfortable home base. I enjoyed walking to the heart of Fisherman’s Wharf to grab food at Boudin or browsing the gift shops along Jefferson Street, as well as walking around the Maritime Park and Ghirardelli Square area. I also really liked the option to cut through the mall’s courtyard off Jefferson; this felt like a safe alternative when coming back around dusk. ||The property is older and quite small, which gives it a personable feel; the location of my room on the second floor made me feel like I was immersed in the neighborhood below me even when I was working remote from my room. The downside of this was the fact it had to be one of the loudest hotel rooms I’ve ever experienced - I always knew exactly what was happening on the street outside or in the pizza place immediately below my room, and often heard car alarms from the neighboring garage. Despite having older furnishings I haven’t seen in a Courtyard in a while, the room was very clean and fixtures were well maintained (minus the beat curtains, which wouldn’t stay closed). Furthermore, the staff at the hotel was very friendly, always recognizing me and offering a “welcome back” when I stepped into the lobby and offering advice for directions and experiences.||Despite its selection for fairly trivial reasons, the Courtyard ended up being an excellent choice of property for my recent trip to San Francisco. The price I got was a steal given the location, and I wouldn’t hesitate to recommend this hotel to others. If Marriott chooses to renovate in the next few years, sound-proof windows and white noise machines could make a...