DoubleTree by Hilton San Francisco South Airport Blvd — Hotel in South San Francisco

This was by far one of the worst DoubleTree/Hilton experience I’ve ever had. It started upon arrival to the hotel, I saw several associates at the front desk but they must not have been paying attention and saw that I came in and had to grab a luggage cart due to having 4 luggage bags. I had to wheel the cart down the ramp, load my luggage on, and then wheel it back up the ramp by myself, and that wasn’t easy navigate and was very heavy. I finally got inside and wheeled luggage cart to the front desk, during this whole time, not one associate asked to assist or if I needed help and I clearly did. The male Asian associate was not personable and was very robotic, no real warmth, connection, or quality customer service. Didn’t ask how I was doing or pay attention when he looked at my license to the fact that my birthday was the following day. No acknowledgement, nothing. Had he asked about my day it would have helped and been appreciated, especially seeming that I had just taken 3 flights to get across the country from NC to CA, that I had literally just moved to SF, and I chose this hotel to spend my birthday in. No water offered, even though I’m Hilton Honors member. I again had to push this heavy luggage cart to the elevator and down the hall to the room, never any assistance provided or asked. The first room assigned was hot, the air conditioning was not working blowing out hot air, and there were stains on the couch. Exhausted, I immediately went down and requested a room change. I remember being asked about my luggage I’m like really? I’m not lugging all my things up and down the elevator. I’m exhausted. Just provide me with the new room key and I’ll return the other keys, I haven’t used anything in the room. Get to the second room, it’s still hot but slightly less than the other room, it was blowing out lukewarm air. I grab my belongings from the other room right across the way and take the luggage cart back downstairs. When I get to desk and return keys, others were checking in and received water bottles. I asked another associate Asian lady about getting a water and I guess she checked and saw I wasn’t a certain Hilton status so she stated there was no water and that I had to be a gold member to receive. I was perplexed, I’ve stayed in Hilton’s in different states and I’ve never asked for water, they always provided me with 2 and even received snacks before. I really thought that was pretty awful customer service. Again, to factor in my travel journey for the day AND it was my birthday the next day.. having to switch rooms, etc. like the least you can do is offer me a bottle or two of water. I ended up having to spend like $30 on drinks in their convenience store. That’s not the end, I go back to my room and do my inspection and the bed sheets have stains. Sigh, I can’t get a break. I call to get new sheets, the ones received were for a queen bed and I had a king, so had to ask for another set. One of the new sets of sheets had stains too. I then have to completely strip and remake my bed myself. I fiddled with the air conditioning and it didn’t blow cooler air until maybe the next day. It was hot in the bathroom because there was no air. The bathroom had different long hairs all on the floor, and different color hairs in the actual shower, signifying the bathroom wasn’t thoroughly cleaned. Overall, awful, unpleasant and terrible experience. The fact that I could’ve chosen Any hotel to not only spend my money but my special day, and I chose this hotel, I completely regret it, will never return, and do...

Upon my arrival the service was not good and my questions wasn't answered. I spoke with the manager and she answered one of my questions. But overall was not much help either. Once I was in my room I discovered that the security lock on the door was not there. At this point I was on the phone with customer service. I called the hilton 800 number and spoke with someone. While on the phone with customer service, maintenence came. Once Maintenance came to my door he had no idea what the problem was. There was no proper communication with the staff at this location. The The manager came minutes after maintenence with a new room key and no idea that Maintenance came by. I went to the new room and soon as I opened the door there was a used yellow towel on the floor and the security lock on that door was coming off. After I shower, I turned on the TV and there was no signal. Meaning no TV because it's not working. I called the front desk and luckily it was a easy fix but still very much inconvenient especially since I already been through more then I should have.

2nd night I was woken up to a very loud noise at 3am. I tired calling the front desk several times and no answer. Someone knocked on my door a few times during this event but every time I looked out the hole in the door no one was there. In which I now feel unsafe. I finally got through to the front desk and they answered the phone like the whole hotel wasn't just woken up. No explanation of what was going on. I had to ask and there was no concern about my safety at all. He did say that it was not a staff member knocking on my door because it is only 2 staff members working. I have insomnia and once I am woken up it's very rare that I am able to go right back to sleep. In which I was not able to go back to sleep until after 7am. Only to be woken up at 9AM by housekeeping vacuum. One hour after that the loud alarming noises was back for 10 minutes then 45 minutes later another 5 minutes of the same noises. This has been the worst customer service and overall experience at any hotel I've ever stayed at. You can guarantee that I will not ever return to this...

I'm writing this review specifically for the shuttle driver Ram who works for classic Shuttles of the Doubletree Hotel San Fran South location. He was absolutely vile! My kids and I suffered a brutal weekend due to the outage and DT had an affordable room close enough to the airport. We were checking out and waited in the front lobby for the shuttle to take us to the airport. The 40 minute wait was perfectly fine as we are familiar with schedules and time constraints. Upon the shuttle pulling up, my son had ran to refill his water bottle. I asked the front desk if the shuttle would leave us if my son didn't make it back in time. Front desk advised that we could let the driver know and they would wait. So I did just that. I greeted the driver and advised him that my son was on his way back...before I could finish my sentence, Ram (the vile driver) interrupted me and abruptly exclaimed "I don't have time! I'm leaving now!" With a dismissive wave. No acknowledgment of me, my kids, my request. In that moment he let me know we were the LEAST of his concerns. And as true as that might have been...we were also PAYING CUSTOMERS of DoubleTree and deserved better. I did not appreciate his tone, his disrespect, and his lack of professionalism. Although he was rude, I tried my best to locate my son quickly . As we were running back to the front of the lobby I see Ram driving off. The front desk staff advised him he had left customers behind and needed to circle back. They assumed he was not returning due to no response so they assured me they'd get a cab for me and my kids. As we waited for the cab...Ram circled back...flippantly yelled from his window if I still wanted to go to the airport. And before I could respond he tauntingly said "fine" and sped off again. All of this was in front of my 6 and 9 year old kids. We endured a lot the weekend of the outage and really just wanted to get home. RAM and Doubletree hotel ended up being the final straw on a mountain of disappointment. Ram should be ashamed of the way he treated me and my family. I hope Doubletree does what is necessary to...