Holiday Inn Express San Francisco Union Square, an IHG Hotel — Hotel in San Francisco

I canceled my reservation after dealing with Satar. I called the hotel after 2 of my emails weren’t responded to. I had challenging scenario with some questions regarding the stay and was concerned I hadn’t heard back from anyone. Satar’s response was, “Okay. What do you want?” That was initially off-putting, but I went on calmly to explain that I would be in SF for medical reasons, but also, two guests would be there for my spouse’s birthday…etc., etc. Satar began to cut me off immediately and asked what the reservation was. As he jumped to, “We have your reservation. So, what do you want?”||After the second “What do you want,” from Satar, I asked if I could get his manager’s email so I could convey my request. I felt the requests were too lengthy for Satar to understand AND, at that point, have patience. Satar told me she (Susan) didn't have an email address. I found that hard to believe. ||I asked for an email that the hotel would receive and respond to. Satar provided the same email I used. When I told him that, he said, “Well, that's the best e-mail I have. What else do you want?” I then became irate and said, “How about an email that your staff will respond to? Can I speak with your manager?” Satar said, “there is no manager here. You'll have to deal with me as I'm the only person here.” I told Satar that I didn't feel he was giving good customer service and never even acknowledged my original complaint—-not hearing back from anyone. I requested contact information for Susan—the manager, to which Satar said, “I've spoken very nicely and calmly to you this whole time. If you want to speak with Susan, you'll have to call tomorrow.” This only escalated my anger. I told Satar that I was blown away by how unhelpful he was. Satar interrupted, saying, “I’ve been very helpful. I'm been very professional while you're being rude. Now, what do you want from me?” I replied, “I want you to stop being rude and provide me…” Mid-sentence Satar whispered, “f—you” and hung up. ||I called Holiday Inn Express customer service to let them know. They said someone would reach out to me that day to discuss the matter. That didn't happen. I guess Holiday Inn is okay with this type...

I canceled my reservation after dealing with Satar. I called the hotel after 2 of my emails weren’t responded to. I had challenging scenario with some questions regarding the stay and was concerned I hadn’t heard back from anyone. Satar’s response was, “Okay. What do you want?” That was initially off-putting, but I went on calmly to explain that I would be in SF for medical reasons, but also, two guests would be there for my spouse’s birthday…etc., etc. Satar began to cut me off immediately and asked what the reservation was. As he jumped to, “We have your reservation. So, what do you want?”||After the second “What do you want,” from Satar, I asked if I could get his manager’s email so I could convey my request. I felt the requests were too lengthy for Satar to understand AND, at that point, have patience. Satar told me she (Susan) didn't have an email address. I found that hard to believe. ||I asked for an email that the hotel would receive and respond to. Satar provided the same email I used. When I told him that, he said, “Well, that's the best e-mail I have. What else do you want?” I then became irate and said, “How about an email that your staff will respond to? Can I speak with your manager?” Satar said, “there is no manager here. You'll have to deal with me as I'm the only person here.” I told Satar that I didn't feel he was giving good customer service and never even acknowledged my original complaint—-not hearing back from anyone. I requested contact information for Susan—the manager, to which Satar said, “I've spoken very nicely and calmly to you this whole time. If you want to speak with Susan, you'll have to call tomorrow.” This only escalated my anger. I told Satar that I was blown away by how unhelpful he was. Satar interrupted, saying, “I’ve been very helpful. I'm been very professional while you're being rude. Now, what do you want from me?” I replied, “I want you to stop being rude and provide me…” Mid-sentence Satar whispered, “f—you” and hung up. ||I called Holiday Inn Express customer service to let them know. They said someone would reach out to me that day to discuss the matter. That didn't happen. I guess Holiday Inn is okay with this type...

We booked a one bedroom suite . My husband and I slept in the bedroom with adjoining bathroom. Our teenager slept on the pull out sofa in the living room and was able to have her own privacy when we shut the bedroom door. It worked well. The pull out sofa wasn't super comfy but that's no big surprise. I felt like the king size bed was comfortable. The bathroom was big and clean and we loved having the bonus of a fridge and microwave. Plenty of space to sit in the living room even with the couch bed pulled out. The location is amazing. Minutes from union square, cable car stops, the BART and just a few blocks from Chinatown. It was super easy to travel on Bart between the hotel and airport. BUT BEWARE!!!! The Irish Pub under the hotel plays live music on the weekends LOUDLY from early in the evening until 1-2am. Our room on the 2nd floor was built DIRECTLY over the top of the Pub and quite honestly we could not sleep. We arrived on a Thursday and had a great day /night oblivious to what what coming on Friday evening. Friday night we spoke to the employee at the desk who only offered earplugs. We felt that at the very least we should have been informed of the situation and in reality guests should receive a discounted rate to stay in these specific rooms. Obviously the employees are aware that this is an issue. Only a handful of rooms on the second floor are affected by the noise and I would assume all the other rooms and comfy and quiet. My advice is to ask when you arrive/call when you book and request a room higher than the second floor or specifically not above the pub. The hotel has everything else going for it but we were disappointed in our room location and felt blindsided. It did sour our vacay a bit because even with earplugs we could still hear the music and really couldn't sleep well until the pub shut things down after 1am - I assume you could go hang out in the Pub and enjoy yourself to...