Hilton San Francisco Financial District — Hotel in San Francisco

Hay Hilton. What are you so stingy with the complementary bottled water? My first evening I asked how much the Evan bottled water in the room cost. I wanted to brew some coffee. I did not want to use the sketchy bathroom sink water for my coffee. I did not want to buy that overpriced water for brewing coffee. Two very kind and helpful staff offered me 8 bottles of free bottled water nicely placed two bottles per bag. One of the staff even offered to help carry it to my room. These bottled waters are hidden from the guest's view behind the reception desk. They said I could get more water as needed during my 4 night stay. The second evening I asked for two more bottles. It was a warm sunny day and I brewed up or drank my initial bottles of water. I received two more without question when I asked at the registration desk. I shared with a guest checking in that afternoon he should ask for bottled water for the coffee maker in the room. The two different staff at that time reported that the bottled water at the registration desk was only for "Honors" members. I reported to the staff that I was told it was available to all hotel room guests. I felt they were rude to this new guest refusing to offer him and his partner bottled water as I had received. I asked them to explain the policy to me because it was contrary to the kind and welcoming customer service that I received on my first day. My third night I asked for bottled water again for my coffee brewing. The night staff at the registration desk looked at me like I was asking for a lot and hassled me for the bottled water. She asked for my room number and looked me up on the computer. Shelley did not kindly offer two bottles of water in a nice paper handled carrying bag as I had received in the prior days. She handed me one, yes one, bottler and proceeded to tell me that they were not free but she would give me "just this one bottle this time" because I was not a "Silver Hilton Honors Member". I asked her to explain because I had never heard of these designations before. She turned the computer screen for me to see and stated, "See you are only a Blue Honors" member. I told her that this was all new to me and I had received the bottled water with our conflict or concern on prior days. She said that some staff do not know the rules/policy. I said I thought I was receiving just good customer service. She treated me like I was not worthy of their sacred bottled water. I walked away from this interaction extremely disappointed leaving a poor impression on me regarding Hilton customer service at this location. Zero Stars for the reception desk staffer. I have one more night left in my stay. My coffee will be extra bitter now!

Tonight, my third night of four, I also found a used false eyelash stuck on the sofa arm in the room. Gross!

There were other guest hairs on the bathroom floor.

The tub is stained. The bathroom trim near the tub has visible mold.

The staff is a mixed bag. Some are great, professional and accommodating. Others are rude and act offended and impatient when questioned about serves related issues.

One night the app failed to work. So, I could not use the "unlock the door" function to enter my room. I had to ask for a key card at the reception desk. The staff acted clueless on how to assist me in this manner. I had to ask them for a key card rather than them first offering me one.

I wanted to like my stay and give a positive review, but Hilton you failed to impress me.

The nature of the city and age of this building, the street noise at the 11th floor is substantial. Especially the early morning garbage trucks emptying the bins. You can also hear your neighbor guest snoring at night. Use the provided white noise machine or set up your own sleep...

I left my wife with the suitcases at the front of the hotel as I had to return the hire car. She struggled with my daughter with the bags. The bell hop apparently watched this but didn't offer to help. ||||Upon check in she was told that she was not allowed in to the room as I was not there despite her explaing the situation and showing her my passport. ||||I rang her and asked to speak to the person checking in. She refused to speak to me but then allowed my wife access to the room so obviously it wasn't policy but just the reception.||||Whilst checking in my wife said we had decided to stay until the Monday and asked to stay in the same room. She asked for a price and was told that it would be cheaper to book on the app. This is what we did.||||On the first night we left via the bridge across the road and saw what appeared to be a drug deal happening.||||The following day we returned to the room to find it had not been cleaned. My wife rang to ask if they could clean the room but was told all cleaning staff had gone for the day.||||On the Friday I found that my key was not working so I went to reception to reactivate it. The reception saw that the problem was we had booked individual nights so he said he had resolved it and we should not have any more issues.||||On the Saturday I returned to the room from the gym and found that the card wasn't working. My wife rang reception to see what was happening and was told we had to leave the room. She explained it wasn't convenient as we had plans but was told it wasn't negotiable. I went down to reception to resolve the issue. ||||I spoke to someone who was referred to by Nick by his colleagues. I patiently explained the situation whilst security was at the next desk speaking to a colleague. I explained it was their problem and they needed to resolve it. There was no resolution offered. I asked to speak to the Duty manager and was told that there was no duty manager working.||||Nick told me he had cancelled the booking for this day without asking for my approval. Security asked me to leave the property and if I didn't he would call the police but as a Diamond Member I asked Nick to call the Diamond hotline. He said he didn't know the number. I messaged the hilton live chat to get this and asked Nick to call this. He ignored me so I kept asking until he finally called the number.||||Whilst waiting I asked why he only cancelled one night but again he ignored me. After a significant wait I finally got through to the Diamond Member helpline. ||||When I explained to the Diamond team Nick had only cancelled one night I got a notification that he had finally cancelled the second night but I think only because I mentioned it.||||I was explaining the situation when the police turned up. I explained to the police that the helpline were assisting but security told me I had to leave immediately or he would ask the police to arrest me. The Diamond helpline said they would ring the hotel to intervene but both security and the police would not let me wait.||||We have been Diamond members of Hilton for six and a half years. We have already earned enough points to have it clarified for the following year but loyalty means nothing. I asked Nick to confirm his name but he said he wouldn't.||||A terrible end to a terrible stay. We are now in the Marriott. We were helped with the bags and treated with a warmth that was not...

I left my wife with the suitcases at the front of the hotel as I had to return the hire car. She struggled with my daughter with the bags. The bell hop apparently watched this but didn't offer to help.

Upon check in she was told that she was not allowed in to the room as I was not there despite her explaing the situation and showing her my passport.

I rang her and asked to speak to the person checking in. She refused to speak to me but then allowed my wife access to the room so obviously it wasn't policy but just the reception.

Whilst checking in my wife said we had decided to stay until the Monday and asked to stay in the same room. She asked for a price and was told that it would be cheaper to book on the app. This is what we did.

On the first night we left via the bridge across the road and saw what appeared to be a drug deal happening.

The following day we returned to the room to find it had not been cleaned. My wife rang to ask if they could clean the room but was told all cleaning staff had gone for the day.

On the Friday I found that my key was not working so I went to reception to reactivate it. The reception saw that the problem was we had booked individual nights so he said he had resolved it and we should not have any more issues.

On the Saturday I returned to the room from the gym and found that the card wasn't working. My wife rang reception to see what was happening and was told we had to leave the room. She explained it wasn't convenient as we had plans but was told it wasn't negotiable. I went down to reception to resolve the issue.

I spoke to someone who was referred to by Nick by his colleagues. I patiently explained the situation whilst security was at the next desk speaking to a colleague. I explained it was their problem and they needed to resolve it. I asked to speak to the Duty manager and was told that there was no duty manager working. No resolution was offered.

Nick told me he had cancelled the booking for this day without asking me. Security asked me to leave the property and if I didn't he would call the police but as a Diamond Member I asked Nick to call the Diamond hotline. He said he didn't know the number. I messaged the hilton live chat to get this and asked Nick to call this. He ignored me so I kept asking until he finally called the number.

Whilst waiting I asked why he only cancelled one night but again he ignored me. After a significant wait I finally got through to the Diamond Member helpline.

When I explained to the Diamond team Nick had only cancelled one night I got a notification that he had finally cancelled the second night but I think only because I mentioned it.

I was explaining the situation when the police turned up. I explained to the police that the helpline were assisting but security told me I had to leave immediately or he would ask the police to arrest me. The Diamond helpline said they would ring the hotel to intervene but both security and the police would not let me wait.

We have been Diamond members of Hilton for six and a half years. We have already earned enough points to have it clarified for the following year but loyalty means nothing. I asked Nick to confirm his name but he said he wouldn't.

A terrible end to a terrible stay. We are now in the Marriott. We were helped with the bags and treated with a warmth that was not...