The Clancy, Autograph Collection — Hotel in San Francisco

Some of the worst customer service I've ever experienced, and honestly I don't know think it's the staffs' fault, everything seemed like Marriott policy. When we arrived we were told we could get a room around 2:00 p.m. but then the fire alarm went off. We were assured the fire alarm was a false alarm but then the hotel didn't have power. They checked us in at 4:00 p.m. and kept insisting that we would eventually have power but we never did. There was no hot water and no electricity in the room and they gave us flashlights and glow sticks for my entire family with two young kids in a suite. They tried to convince many people to check out without any comp or apology. They didn't tell us our room was comped until the next day because it was clear they had no intent to comp it if they could avoid it. They then told us they didn't know if they'd have power back the second day of our reservation, around noon they told us they would not have power that day and we could not stay there as it was a safety hazard (then why did they let us stay the first night? Did they put my family in danger?) they finally admitted the power went out because they did actually have a large fire in the electrical room. They offered us one Comped night at only one other Marriott in the city in a far worse neighborhood (the marquis in the rough part of union square), and they didn't honor our room type, we had a one bedroom suite and they comped us a basic room and told us we were lucky to get that. Then they told us the cab across town for my two young children and I would be comped and when we got in the cab driver said they pay the fare but they don't tip, so obviously it wasn't full comped. So my family was moved for four nights of our five nights stay and put in a dangerous situation the other and their solution was to comp us for a hotel they would legally be obligated to comp as it had no electricity or hot water, and then to offer us a one-night comp at a far inferior hotel in a much worse room. I will never stay at a Marriott owned property again. And the cherry on top is I heard they got power back for the final three nights of our stay and they never contacted us to offer our sweet back and instead we had to say in a one-room hotel with two young children. We never canceled our reservation and kept hoping we would get moved back, but they canceled it on us through the app. The bellman were very friendly at least. Oh also the pull out couch was broken and dangerous. Update: Thanks for the reply Marriott, let me know if any actual changes were made, I highly doubt you'll ever earn our business back, your defensive apology that ignores the safety risk of making my family sleep in a hotel without power and not offering a comp until the next day went completely unaddressed in your apology. The fact that you have dozens of Marriott's around the city but only comped the one in the absolute worst neighborhood went ignored too. And you didn't even bother saying anything about the unequal room comp. We needed a suite so there was a separate room for our baby, and that just didn't seem to matter...

I arrived on May 24 in the early hours after a cross country flight to be told when I went to check in that there had been a power outage and we were unable to stay at the hotel. They reported not knowing when power would be restored. They did not contact us to let us know this was occurring prior to arriving either via email or phone. At 1:30 am, we did not have the capacity to be able to locate a hotel on our own, and we had already pre-paid for this hotel. ||||We were given a “walk” letter to another hotel several blocks away which was not comparable to the Clancy. It was much larger, in a worse neighborhood, and the rooms were not as nice. Also, the customer service was extremely lacking with most of the staff. They were 2 front desk staff members, the valets and a bartender who provided excellent customer services. I was literally told by the hospital operator that my issue was not her problem and she couldn’t help. Another front desk person was as not rude and dismissive, and did not seem to be know the issue with the Clancy. ||||After our 2nd day, they charged me for vale parking when I had already paid for this as part of my prepaid stay at the Clancy. Daily, we had to be on the phone with the Front Office Director, Colleen Reilly to confirm our stay as well as to confirm we would not be charged for what we had already paid for previously. When I spoke to the first Manager on Duty, she shared that our entire stay would be reimbursed. ||||When I spoke to Ms Reilly, she changed it to say only the first day would be reimbursed. Then, when we decided to check out early and return home early, I communicated this with Ms Reilly as it was reported that the hotel where we were now staying did not have availability for the rest of our vacation. We had stayed from the 23rd to the 26th, when we were supposed to stay until the 27th. She offered for us to come back to the Autograph but we were not even notified we could return by any staff member. We declined this due to the poor customer service received. She stated she would refund our last night stay as well since we were leaving early. I sent her an email and attempted to contact her to inquire about the reimbursement on the 26th when we checked out. To date, I have not heard back from her. ||||Yesterday, I spoke to Jasmine at the Clancy again to request the reimbursement. She stated they were working with Expedia to process this. I reaches out to Expedia today, and Ms Reilly denied my refund for day 1 and the last day where I did not stay. Citing that this was not communicated to her. I have an email to prove it. ||||This is unacceptable and I will be reaching out Marriott corporate and the Better Business Bureau. If you do not provide the promised services, a refund should be processed. I will also be consulting with an attorney. You messed up…admit it…give us our money back as we did not receive the services promised. ||||Do not stay at the Clancy or Marriott Marquis. They successfully ruined...

I got stuck w/ a handicap-accessible room despite not booking one and not being told at checkin that that's what I was getting. The bed was so short that it was basically a mattress on the floor — presumably so I could get in and out via my nonexistent wheelchair.||The room itself was typical pseudo-boutique: Inscrutable lightswitches that do not resemble the lightswitches in any other home, business or hotel in the world and are impossible to understand even after 3 days of using them. Motion-detector lights in and near the bathroom that rip you out of twilight when you wake up to pee in the middle of the night. Inexplicable window treatments that in no way allow you to sleep in despite a half-assed attempt at blackout mode.||The bed and pillows were OK. The storage space for my things was nonexistent. The only clothes drawers were behind cabinet doors, so good luck getting things in and out of them. The mini-fridge was adequate.||The bathroom lighting sucked. So did the layout (partially because it was optimized for a wheelchair user). The lack of any complimentary waters was pretty rude in a hotel that also has ice machines not on every floor but on a mere 2 out of 18.||All sorts of accounting nonsense in my folio. They promised $35/day meal credit, which was supposed to offset the mandatory $35/day destination fee. But they only applied it one of the two days so I got screwed on the coffee and breakfast I bought at their meh cafe simply because I was promised it would be free w/ the meal credit. My company prepaid for my stay and I was supposed to pay incidentals, but somehow I got billed over $100 out of pocket for $20 worth of coffee and pastries.||The hotel gym wasn't bad: A better-than-average double cable station, a full leg press and a few other machines plus multiple benches, a standard assortment of dumbbells, and a decent collection of kettlebells.||Side note: I had to be a Marriott Bonvoy member to get the quoted rate on my corporate travel portal. I alsready had a Bonvoy account from a previous business stay years ago. But Marriott's entire password recovery flow was completely broken so after 20 min. and 3 attempts I just ended up creating a second account w/ a different email address. I'll never got that time back.||Every Hyatt in the SOMA/Embarcadero area is better than this hotel. Canopy has some of the same annoyances but actually beats it on room amenities and thoughtful layout despite the rooms being a fraction of the size.||TL;DR: Not a fan and won't be back...