AC Hotel San Francisco Airport/Oyster Point Waterfront — Hotel in South San Francisco

As a consultant, my travels situated me in many hotels globally. For this particular hotel, I’ve stayed at since February 2022 for at least 14 days per month. Here are my thoughts: Location near major highways, Oyster Point marina/path, restaurants a short ride away and many companies nearby. The food at the restaurant is tasty and most nights will be filled with patrons (bar filled as well). Lots of great restaurants within 30 minutes drive. CalTrain station (SSF) about 1.5miles away. Modern hotel, clean lobby, clean rooms. Room cleaned every other day (weekdays only). Room size on the smaller end, with minimal storage space. Internet speed sufficient for business meetings. Prolonged video calls will likely be interrupted by lags/disruptions in audio/video. Nice gym with free weights and newer cardio equipment. Equipment available most of the time with early morning (5AM PST) busiest. Heated, indoor pool on the smaller side. Service at the front desk is efficient during check in/out. Yolanda and Christine provided great efficiency, helpful, friendly service each time. Other front desk clerks can really use basic hospitality training. Try to smile and greet people at checking in. If guests frequently stay at the Marriott and have status, it’s OK to upgrade rooms once in a while. As an Ambassador Elite and Lifetime Platinum, my interactions/ experience deteriorated with each stay at this facility. Helping guests with directions, questions on hotel amenities should be a part of the job. Try not to sigh and pout when guests ask a question. Most of the restaurant staff are great. One person with white strip of hair can improve on customer service/interactions. He is likely hard of hearing, which is why he’s loud most of the time. Using the words please and thank you will help too.

Overall, the service level and attitude can be improved for most front desk personnel. Yolanda and Christine - keep up the good work. Keep in mind this organizational rate may not be the highest in town, but we do travel frequently and interact with thousands of elite...

I was throughly impressed with the hotel and its design, especially the grande room with the breakfast restaurant and bar and its incredible view! Unfortunately I was disappointed on more than one occasion with the hotel's service as the representatives were not forthcoming with information. Upon landing at SFO I called to inquire whether I needed to request the shuttle or if it was running on a loop? I was only told he'd be there at such and such a time. I should've asked what if I miss that ride bc I did... However I work in frontline customer service and I would've anticipated my customers potential concerns and told them the time of the next two rides and the approximate time between each ride. (I believe I learned on the ride back to the airport that they run approx every 38mins). That wasn't told to me and I sure wish it had been. I had to call the hotel back 3X while at the shuttle stop and was told each time I was being placed on a BRIEF hold, well apparently brief holds are 5-10mins which I think is too long!!!

My biggest complaint however is upon checking in I was told there is another complimentary shuttle that takes hotel guests to the San Bruno BART station and I was given a timetable for it. I placed this in my jacket and the next day timed my trip home (with the use of Google Maps) so I wouldn't have to wait long for the shuttle upon arriving at San Bruno BART. However when I got there and called the hotel I was told the shuttle was not running because it was New Years Day. I CHECKED IN ON NEW YEARS EVE AND NOBODY THOUGHT TO TELL ME IT WOULDN'T BE RUNNING THE NEXT DAY WHEN SELLING ME ON THE CONVENIENCE OF THIS SHUTTLE?? THE CAB FROM SAN BRUNO COST ME MORE THAN WHAT A LYFT WOULD'VE FROM THE MISSION PLUS I PAID AN ADDITIONAL $4.75 TO THE BART!!! VERY DISAPPOINTING!!!

I had a very enjoyable 5mile run along the Oyster Point trail when I arrived and would love to make this my usual hotel for SF stays but the subpar service I received is making me think...

I had the most bizarre and unprofessional hotel experience ever. It started normal.  I checked in and the room was very clean and elegant.  About a day or two after check-in, there were guests with the key to my room. I explained the room is occupied.  The guests claimed the front desk assigned them my room.  So, I thought, ok, just a mistake.  But 2 minutes later I get a call from the front desk and the tone was as though I have been deceitful, that I somehow ended up with a room card key miraculously. I was asked to see the front desk.  As I started my way, I get a message on my Bonvoy app that I have checked in, this time to a different room.  Odd, I thought.  I get there and showed my card key, but the front desk still suspects me as an intruder, at least that was the front desk made me feel.  I explained that I checked in on the 9/1 as per my reservation and was given the card key that is in my possession.  The front desk said they have no record in the system to substantiate my comment as if I had some sort of power to somehow conjure a key card.  Finally, the front desk issued me a new set of keys for the same room assigned to me on 9/1.  I then thought, ok, glad that was cleared up.   Shortly after I got back to my room, there was a knock, and it was a hotel employee.  I opened the door and the person just apologized and said he had the wrong room, he seemed to expect the room to be vacant. I threw my hands up and told myself, “another miscue”. On check out day, 9/6, I was harassed by various employees.  First a woman who asked when I check out.  Then a phone call from, my best guess, front desk but there was no one on the line when I picked up.  Then a few minutes later another employee knocked and asked when I am supposed to check out.  This has been by far the worst hotel experience by far.  This was not the worst Marriot experience, but worst ever hotel experience.  I will never stay or recommend AC Hotel South San Francisco, Oyster Point!  It...