SureStay by Best Western San Francisco Marina District — Hotel in San Francisco

I booked a room here in mid-June for a week. It's a decent location, but the service here was extremely poor in regard to accommodating an issue I experienced.

In the middle of the stay, at 6:30am, we heard water profusely pouring from above in our bathroom through the light fixture (water+electricity). We attempted to call the front desk twice but no one answered. We then walked down to the front desk to find a sign saying that would return in 5 minutes (Mind you, this was only our 3rd night here, and we observed this behavior often. Where the attendants would be gone for longer than stated).

During the 20 minute wait for the front desk attendant to return, we met a couple who was checking out and happened to be the guests staying above us who claimed they were having plumbing issues and electrical issues. They mentioned their toilet was having problems. Great, the water pouring into our rooms not only posed a danger because of it going through the light fixture, but it was also TOILET WATER!

The front desk attendant was a younger person with glasses who was completely incompetent and in over his head. He offered no solution and claimed that the property was fully booked and couldn't offer another room. When I asked for a refund, he claimed he could not and that I would need to speak to the manager. He "informed me" that the manager would arrive in 15 minutes and I could speak to them. I asked for him to call the room when the manager arrived. He never called and I would periodically walk back down to see if the manager arrived and he never did.

After two hours, another man was working the desk. This person wasn't the manager and apparently the older brother of the incompetent worker from earlier. This person claimed he couldn't give a refund either and that we would need to speak to the manager. I informed him of what happened earlier, and the I was told the manager would be here..... TWO HOURS AGO! It was difficult at this moment not to feel stress and begin to express myself and in more direct tone.

Finally, after 30 min, the manager arrive who told me that he told the younger incompetent worker to give me a full refund. Hmmmm. Well, he said he would give me a refund and then seen we booked through Expedia. He claimed to begin a process through Expedia to process a refund. When I asked for a copy of this case, he was hesitant. I asked for him to give me a print or screenshot of what was being submitted, again, nothing. Eventually, he gave me a "case number", which; after we left the property and checked into another property down the street, I found out was fake AFTER I called Expedia.

Expedia called on my behalf and the manager/property claimed they couldn't give me a full refund, and would have to charge me one day!

The cherry on top... at this new property, a day later, I see the same incompetent jester working behind that desk (interesting).

Take caution when booking and I hope you don't have the...

4 stars only bc the fireplace didn't wk, though I heard the gas pilot click. It made me nervous, so I turned it off lest we not wake up to a potential gas leak. I didn't smell eggs, no added sulfur odor, so I'm sure that they disabled it. It's just for show.

In #Frisco, we can't be burning down houses selfishly around us with that luxury item. We would see the entire City go up like a tinder box if we did. It's too tight to allow that functionality. Chimneys have been removed or eliminated for the most part bc of the earthquake damage they cause.

A rarer find is a REAL wood 🪵burning functional fireplace and chimney here. This was gas though! I thought how romantic. No dice. We have AC. Never gets that cold here anymore. I was disappointed. Dashed my hopes. Wah!

I could see the electrical panel behind the painting as well as the hallway through the AC unit lol. I'm sure that is why we could hear everyone drag in after 2am. Lol My friend was passed tf out bc it was HIS bday.

I just made sure to tuck him into bed safely as a good #FWB would do. Other than that very comfy! Plush clean SALON SELECTIVES 🧼 which was loverly. However what REALLY impressed me was the MAKE-UP REMOVER.

#Girls, Listen up. If you are out on the impulsive spontaneous tip and didn't pack appropriately, there is nothing open after 7pm, 10pm, or midnight out here. You better HOPE you rented one of their rooms here. You won't be walk o' shamin' it home or anywhere in the light of day MAKE-UP down your face like a raccoon, oh no. They TOTALLY thought of us!

They even have 2 sinks his and hers or theirs, what have you. 2 LARGE make-up wipes and 2 shower caps even, so you don't have to muss your hurr! They really know us. I can't TELL you how many places DO NOT have make-up remover. Shower caps are even a luxury! Rarely see that anymore. Definitely humble on the outside, but a lil lavish on the inside. Granite! Omg the granite tiles, upgraded showers, I remember what these places USED to look like.

They definitely know what they have to do to compete with the neighboring budget or even more lavish motels and hotels surrounding them. They were definitely in the middle not too posh not too budgy. I nice break from home.

This spot is the ultimate CONSIDERATE party people crash pad. It wasn't the kind of telly where you party inside of it, but outside like most around here. We don't bring thr party home bc of "the neighbors." We are so tightly packed ya gotta be in a City like this.

Then, you come back to crash from a night of revelry and sleep 😴 Work hard, PARTY HARDER! How we do......

Parking was tight and really tricky to manuver into. I reserved the parking spot for 2 nights but felt like the hotel staff came after me every time we parked the car. Maybe next time they should give out Parking passes. The rooms were not very clean. The floors felt sticky so I had to wear my shoes everywhere including the bathroom. The smell was musty, I kept coughing when sleeping which makes me thing the air conditioner hasn't been cleaned since it probably was blowing dust around. And right outside my door there was a toilet plunger. It's so gross we didn't need to see that. I was only there for 2 nights and it had remained on the ground in front of my room for both nights, not even wrapped with a plastic bag! Very unsanitary. The continental breakfast was a disappointment. The only good thing was the fresh fruit like apples and bananas. And the first morning my husband was charged for water bottles but the 2nd morning weren't charged. Did the first guy pocket that money?! And the biggest complaint of all is the noise level. The entire place was like an echo chamber. People come back to the hotel very noisy and drunk they start yelling from their rooms causing such a ruckus. The hotel staff should put out signs or remind guests that because the area echos so much that we can hear everything, even people slamming their doors or walking up the stairs. I didn't have a good night's sleep at all I'd probably do better sleeping in the car in the tight parking spot in the garage. The only good thing about the hotel was the location. We were within short walking distance to lots of shops and good restaurants. Neighborhood surroundings was nice, clean and I felt safe walking around even...