Hotel VIA — Hotel in San Francisco

Stood here a month ago but waited to leave my review to give management time to reply to my email first. But like my stay, I felt ignored and never received a response. Keep in mind, I was encouraged by getting desk to email my grievance because they do care how their guests feel. Here is the email I sent:

We stood the weekend of December 4th for a Warriors game. It was our first time at Chase and I wanted to give my wife an incredible weekend and being huge Giants fans, I thought it would be awesome to stay at your hotel. The ads boasting about the rooftop and views of Oracle were the biggest selling point. Upon arrival, we were told that the rooftop was reserved for a Christmas party but would be open at 10pm which threw off our plans to have drinks before the game. But no problem, we would just have drinks after. After a wonderful experience at Chase, we came back to the hotel only to be disappointed yet again. Apparently, there was a power outage, which I was told, since the rooftop was paid for, we would have to wait till 11pm now to give the party they're due time. We were given the option to have drinks on the 10th floor patio, but we have to provide our own drinks. After walking up 6 flights to our room, then to the patio, We go out to the patio only to be disappointed yet again. It looked like it was just storage with tables and seats loosely spread around and a broken heater. Given the weather, this wasn't an option. We patiently waited till 11 and headed up to the rooftop only to rejected by the bouncer telling us the rooftop was reserved for the night. At this point I was frustrated and expressed my complaint to the front desk. The lady at the desk was unsympathetic and just told me to call the manager. Mind you it was past 11pm and of course there was no answer. To my shock, the same lady turned a 180 and apologized that I was turned away and gave me 2 free drink vouchers and assured me that there would be no further problems. Which at this point there wasn't, but it was already passed midnight, frustration had already set in, and what could've been a night to remember, ended up being a night from hell.

I had so much hopes for this place but after everything that happened and then how I was treated, I'd consider an Air Bnb next time.

With this being said, the hotel itself is clean and conveniently located. There are restaurants and other eating options in the area. A few with what I would say with better views of Oracle. Momo's for example. And unless your paying extra for the stadium view, your most likely gonna be staring into a brick wall from your room. Rooms we're clean but basic. No microwave to heat up any leftovers you may have taken home. Most of the staff was very friendly. I personally would look for other options before staying here because of the way things unfolded and that night desk person making me feel like I didn't pay enough to enjoy the amenities...

The rating of this hotel is evidently inflated by excited Giants fans/Oracle Park visitors. ||I stayed here for a week for a business trip and the highlight was how nice the staff was, but everything else added up to a poor experience. ||- Booked a “harbor view king room” but got a room on a low floor with a direct view of the opposite parking garage|- Was told by the front desk that I’d have a tablet in my room to control the lights, etc. — no tablet in room, had to walk all the way to the front door to turn off the lights at night, and the switches for do not disturb/privacy didn’t work in the room|- The lighting in the room was poorly thought out/designed; the light temperature is too cool, a bright white even at night and not cozy at all. There was no nightlight (besides the smoke alarm I guess, explained below)|- The coffee maker was vandalized and broken before I checked in. The water tank was cracked and missing the lid, couldn’t even take it out to refill. This should have been noticed as the room was turned over. However the staff replaced it quickly when I found it didn’t work, that’s a plus. |- I returned to my room on a weekday afternoon and found it was being actively cleaned at 5:30pm and I had to sit in the lobby as it was as turned over. I have never experienced any hotel room being cleaned so late in the day when guest return would be expected. |- The finishes are low quality. The carpet was visibly stained and there are exposed and tangled wires everywhere, especially behind the TV. |- The WiFi is not as advertised. It has high ping, connects/disconnects intermittently, and is nowhere near as fast as advertised on the website (5 Gbps)|- In my room, the smoke alarm light literally faces the pillows on the bed, so it blinks green the entire night at your eyes and wakes you up|- Despite this, I found the staff very nice and helpful|- All in all, it seems like the owners of this hotel had good intentions, but the execution is poor and lacking — the experience across the rooms is inconsistent and needs to be standardized. This hotel seems to beat the mark for out-of-owners looking for an adequate night’s stay after watching a Giants game but is nowhere near the quality expected of a 4-star hotel for business stays. Would recommend booking somewhere else if you’re staying for more...

The rating of this hotel is evidently inflated by excited Giants fans/Oracle Park visitors. ||I stayed here for a week for a business trip and the highlight was how nice the staff was, but everything else added up to a poor experience. ||- Booked a “harbor view king room” but got a room on a low floor with a direct view of the opposite parking garage|- Was told by the front desk that I’d have a tablet in my room to control the lights, etc. — no tablet in room, had to walk all the way to the front door to turn off the lights at night, and the switches for do not disturb/privacy didn’t work in the room|- The lighting in the room was poorly thought out/designed; the light temperature is too cool, a bright white even at night and not cozy at all. There was no nightlight (besides the smoke alarm I guess, explained below)|- The coffee maker was vandalized and broken before I checked in. The water tank was cracked and missing the lid, couldn’t even take it out to refill. This should have been noticed as the room was turned over. However the staff replaced it quickly when I found it didn’t work, that’s a plus. |- I returned to my room on a weekday afternoon and found it was being actively cleaned at 5:30pm and I had to sit in the lobby as it was as turned over. I have never experienced any hotel room being cleaned so late in the day when guest return would be expected. |- The finishes are low quality. The carpet was visibly stained and there are exposed and tangled wires everywhere, especially behind the TV. |- The WiFi is not as advertised. It has high ping, connects/disconnects intermittently, and is nowhere near as fast as advertised on the website (5 Gbps)|- In my room, the smoke alarm light literally faces the pillows on the bed, so it blinks green the entire night at your eyes and wakes you up|- Despite this, I found the staff very nice and helpful|- All in all, it seems like the owners of this hotel had good intentions, but the execution is poor and lacking — the experience across the rooms is inconsistent and needs to be standardized. This hotel seems to beat the mark for out-of-owners looking for an adequate night’s stay after watching a Giants game but is nowhere near the quality expected of a 4-star hotel for business stays. Would recommend booking somewhere else if you’re staying for more...