Marina Motel — Hotel in San Francisco

This is a 5 part review; see attached photos: Buckle up for what I'm about to share because before staying at MM I couldn't have even fathomed the unfair, hugely reactionary, completely aggressive treatment I experienced from one of their team members AND the manager. Assuming you don't want to read the entirety of what I've shared below, basically: they have no WiFi, accused me of trying to skip out on my bill (when I was told my card was on file & I’d been charged for my stay), refused to listen to me, threw away my property, locked me out of my room and called the cops after I’d done NOTHING wrong, & violated my rights as an individual protected under ADA by accusing me of lying about my invisible disability and my need for a service animal. Read on & you can judge for yourself if this is a place you want to stay. But honestly, do yourself a favor because after getting the heck out of MM I found MUCH NICER and more modern places to stay in the neighborhood for FAR LESS. Either way, since the manager REFUSED to let me get a word in edgewise to explain how misinformed he was, I'll go ahead and air it all below. NOTE: This is a "family run business" which apparently means they only believe their own, won't even hear their customers out to even consider any wrong doing on their part, and then lock their customers out. FIRST: My situation is unique because after my initial AirBnB reservation, I had follow up reservations while my home was under construction after discovering mold growing in my bedroom wall. I am an SF resident (live about a mile from MM) who just wanted the basics and a simple place to stay. I was also self-aware enough at the start of my stay to recognize I was coming out of a hugely stressful situation at home, and therefore I wanted to be extremely mindful of my interactions with the staff and never let my stress at home pour-over into any of my communications. SECOND: They immediately left me an AirBnB review after completing the first of my back-to-back my stay which states: "Wonderful guest! Communicated clearly and promptly, respected our property, and left the room in great condition. We would be happy to host again in the future." So know that I'm not some snooty guest that expects perfection from my hosts and then complains if I don't have the idyllic stay. I'm assuming they've taken down the review they left me because I waited to post my review (not realizing they'd be able to remove/edit theirs until I left mine), otherwise I'd suggest you read it. THIRD: As someone who tries to be as self-aware and empathetic as possible, after the utter disrespect I experienced I STILL tried to put myself in the manager's shoes to contemplate what could've possibly gone wrong. After doing so, I couldn't come up with anything other than I asked for a bill adjustment and the manager agreed to do so. Even if MM found me to be a nuisance for some reason, it in no way warranted their response by violating my rights as a consumer and as a person protected under ADA (I'm an individual with an invisible disability). THE LEAD-UP: Their internet was always out. So my first interaction with Sandra (99% certain that was her name) was inquiring about the wifi continuously being down and her demeanor was just awful-- ZERO sympathy or care for the customer that something I expected upon paying for the room was not provided. Her attitude was so obvious and off-putting that I almost said something to the manager the next day. However, I could tell he had a lot on his plate and seemed a bit stressed, so (as a thoughtful person) I decided to just let it go and hope it was a one off... My last booking with them was for approx 2 wks. Originally this final booking was for 4 nights, but construction was going long so I extended it to 2 wks. Upon extending my stay, I asked for the updated invoice which they provided (PIC BELOW) in the amount of $1205. A day later I thought this sounded low, so I asked them to email me the updated invoice again. And again it showed $1205 for a...

Shortly after my family and I check into the Marina Hotel we started hearing a person call out to let them in at our front door. When I cracked the door open, it was a homeless person. They asked me to let them in. The homeless person had filthy closes, no shoes, and smelled horrendous. When I asked them what they wanted, they asked to come in. I said no a couple of times before asking them their name. They did not know their name. I asked if they had a family member I could call for them. They did not respond. I repeatedly ask who I could call for them. Again, they did not respond. They were experiencing a psychotic episode and asked me if there was someone right above them or below them. They were sitting on the stairs to our rooms and no one else was there. I stepped out of the room and asked again how I could help only to get the same dissociative response. They appeared to have lost their mind. I went to the front motel office and asked the front desk on duty to due something. They said that they saw the person walk by their office, yet they did not stop them. They made a half-hearted attempt to get the homeless person to leave. After failing to get the person to leave, I called 911 and described to dispatch what was happening. They sent an emergency medical response team who escorted the homeless person off the property. My family felt unsafe so I immediately booked another hotel and we left the property. I attempted to get a refund, but the Marina Motel refused to refund anything much less the $528 I prepaid for my planned 3 nights at their motel. Although they were listed with AirBNB, we didn’t receive the “two room condo” we expected and paid for. It was just two cramped rooms connected by a dinky bathroom, maybe less than two-hundred square feet. Due to the nature of the open courtyard, there was little to no security besides the lock on our front door, enabling that homeless person to approach us in the...

Shortly after my family and I check into the Marina Hotel we started hearing a person call out to let them in at our front door. When I cracked the door open, it was a homeless person. They asked me to let them in. The homeless person had filthy closes, no shoes, and smelled horrendous. When I asked them what they wanted, they asked to come in. I said no a couple of times before asking them their name. They did not know their name. I asked if they had a family member I could call for them. They did not respond. I repeatedly ask who I could call for them. Again, they did not respond. They were experiencing a psychotic episode and asked me if there was someone right above them or below them. They were sitting on the stairs to our rooms and no one else was there. I stepped out of the room and asked again how I could help only to get the same dissociative response. They appeared to have lost their mind. I went to the front motel office and asked the front desk on duty to due something. They said that they saw the person walk by their office, yet they did not stop them. They made a half-hearted attempt to get the homeless person to leave. After failing to get the person to leave, I called 911 and described to dispatch what was happening. They sent an emergency medical response team who escorted the homeless person off the property. My family felt unsafe so I immediately booked another hotel and we left the property. I attempted to get a refund, but the Marina Motel refused to refund anything much less the $528 I prepaid for my planned 3 nights at their motel. Although they were listed with AirBNB, we didn’t receive the “two room condo” we expected and paid for. It was just two cramped rooms connected by a dinky bathroom, maybe less than two-hundred square feet. Due to the nature of the open courtyard, there was little to no security besides the lock on our front door, enabling that homeless person to approach us in the...