Embassy Suites by Hilton San Francisco Airport Oyster Point — Hotel in South San Francisco

Sad to give this review but as one who travels often and looks at reviews I want to share honestly. If you are a Hilton member I do not recommend using your points on your stay here either if you do decide to stay. We have stayed at this property multiple times. The first time was amazing! Spacious rooms, and great selection of breakfast food like Embassy suites offer. The second time we stayed for 5 nights. We had a staff member literally yell at my husband over an omelet. They argued daily with us saying their hotel has a different policy than what Hilton outlines what members are entitled to, even after showing them and talking to Hilton customer service. I also had a front desk representative speak down very rudely to me when trying to schedule housecleaning. I did contact Hilton at this time because of how much we stay at Hilton’s we have not encounter such an unprofessional demeanor all around. Even from the GM when Hilton connected us to him to help resolve our issue, he was unaware my husband was also on the line with me , I guess the representative didn’t relay it when he connected me. When the GM heard his voice because I disagreed with him only wanting to comp us a night of parking instead of 1/2 our points back that we used, he began to raise his voice and in the same rude manner of his staff say, “ Ooooh, you have someone else listening to us?! Thanks for letting me know” in a weird sarcastic way as if I was trying to hide soemthing from him or entrap him. He said, “ good luck getting anything, bye.” And hung up . It was shocking. We called Hilton corporate customer service again, urged them to listen to call, if it was recorded and to look into this hotel that is not representing the brand name well. Hilton corporate did issue us back 1/2 the points we used ( which we originally requested from the manager). And assured us the hotel and there private policy’s are not adhering to Hilton’s policy’s. We decided to try it again because this time we took our girls and hoped there would be better customer service and uniformity with Hilton’s corporate policy’s . Again we loved our first stay and there are some really amazing things about this property and the people who work the bar and restaurant are so incredible and warm. We look forward to coming back after a long day, get a drink, order some food and they make you feel welcomed and carry the spirit of hospitality. That is the one consistent of the property. This time though when we got to our room, our floor was sticky, and there was trash and candy in the fold out couch. We found food crumbs and candy under the couch and on the side. We didn’t want to complain so we just over looked out. The rest of the room seemed cleaned, until we went to bed and saw blood on a pillow case. I called the front desk and they were helpful and did get us a new pillow and apologized . They even offered to credit us points for the inconvenience but declined because we purposed we just did not want anything from Hilton and it is what it is at this point because we chose to try it again. The rest of the bedding was clean and smelled fresh so I think they must have overlooked a previously stained pillowcase. But what proceeded to happen on the morning of the 16th of October freaked us out. At 4:30 am my husband was awoken to a loud ruckus . We were on the 10th floor and could hear what sounded like a fight breaking out. Screaming and saw people running! My husband looks out and cops are surrounding with guns drawn. It lasted for about an hour where it would calm down and then start up again. We felt hostage to our room. This is not a safe place and maybe the area and demographic allows such attitudes to exist here . We over heard the next day some staff members reminiscing about when people would use weapons to break into cars that were parked. As if it was just a another thing. Hilton did not talk about what happened like it was no big deal. I do not recommended staying here. And they still argued about our benefits this...

In my room right now and very unhappy writing this review. When we booked this room, we expected the basic amenities you would expect from any hotel. One such amenity that I think a lot of people expect is air conditioning. Their website says that they have "air conditioning". But what they don't tell you is that the air conditioning is "centrally controlled", meaning you cannot control the temperature in your own room! You do have a thermostat, but the temperature you set means nothing. There is a picture above the thermostat in your room with instructions that tell you that you can cool/heat your room, but it's actually not true because the temperature is set exclusively by the hotel. You can simply have that temperature blow into your room, or turn it off. If the whole hotel is heating, it's hot air blowing in your room. The thermostat is just an on/off switch and the number you set means nothing.

I honestly did not expect this since every single hotel I've ever stayed in let's you control the temperature of your own room!

So I called the front desk to inquire about it, thinking maybe I'm not following the thermostat instructions correctly because our room was very hot and we couldn't sleep. And that's when they explained to me what the central a/c meant. I asked really basic questions because I was in disbelief, and the front desk just kept repeating a script about the a/c system (that's how I could tell they're already trained to brush off this obviously common complaint). They told me that there's essentially nothing they could do about the temperature (obviously) and that all I can do is open my balcony window (which has no screen!) or they could give me a fan. Mind you, we're paying $290 a night for this room! Obviously not looking for a 4 star package, but with that price tag you do expect certain basic comforts. I challenge you to call the cheapest motel in your area and ask if they have A/C in their rooms. AND THEN ask if you could set your own temperature. Bet you get an awkward laugh.

So here I am, tired, laying in bed next to my wife and toddler, with our balcony window open, trying to ignore all the road noise peppered with the sounds of people yelling at each other in the parking lot, extremely concerned about the smell of weed wafting in (we're on the 10th floor and it's still getting up here!)

I've stayed at many hotels, motels and Embassy Suites and I've never had this happen before. I wish I read through past reviews so I would have stayed somewhere else.

And if you're reading this review and you see a response from the hotel to this review saying they care about "your customer satisfaction" and to call some number or go to some link, I hope you take that with a grain of salt. I don't know if they actually helped/compensated the other unhappy people that complained about this issue before me. But I do know that the front desk brushed me off on the phone and then put me on hold twice (the second time for over 20 minutes) until I just rolled over and gave up. They definitely made me feel like this was a "me" problem and that they already have my money and there's nothing I can do about it so they don't have to care.

I was willing to overlook the difficult parking, the groups of drunks stumbling around outside, the lingering smell of weed everywhere, the trash left in the elevators, and the bucket full of towels under a ceiling leak because, in a way, that's not in the hotel's control. But if you're not going to let people do a really basic thing like control the temperature in their own room, then you should be up front about it on your website and in your advertising because BEING COMFORTABLE is a big deal to a lot of people.

I really can't believe I'm going to have to search "can I control the a/c temperature in my room" before I book a hotel in the future. Thanks so much for that...

I travel A LOT with family, and we've stayed at many hotels over the past 20 years. But this one was THE BEST hotel EXPERIENCE I've had. To be clear, it's not the best hotel I've been to, but the best experience. And here's why... the employees were the friendliest and the most helpful of any I've ever met - in particular, Trevor and Jennifer at the front desk. You guys are THE BEST!!!||We arrived early because our flight landed at 8am at SFO. Jennifer was there to welcome us and check us in. She was so friendly and gave us so many helpful suggestions to maximise our stay at the hotel (I also asked a lot of questions). And she was FAST (which is so nice). Having never been there before, I asked about other room configurations - and she was over the moon to share about the 2 queen bed corner suites. They are HUGE! Anyway, I decided to upgrade our room, and she worked her magic to get one ready for us asap. It was ready in like 15 minutes - amazing!||When we got to the room however, the room had a damp feeling to it that we didn't enjoy. So I went downstairs and met Trevor. He was so apologetic and immediately gave us a different room, which was perfect. But more than that, he personally followed up on us to make sure that everything was fine and that we were set up well for our holiday. They both did. And the thing is, they both continually met us with JOY throughout our 4 night stay. And they made themselves available to help us in any way that they could. I know that hospitality staff are trained to be like this in all hotels, but it's unfortunately rare to actually experience it. And it wasn't just the front desk either.||We later went down for a drink at the bar, and the bartender had to have been the nicest and most respectful bartender I've met in a while. She even wanted to address my teenage kids by name (they didn't drink), and was so patient. The manager was giving me tips on which dishes had the most quantity to feed my family, and how to get the best bang for my buck. Always helpful. ||Everyone from the people who put out the coffee in the morning to the ones that clean the rooms - it was smiles everywhere. Whoever did the training here deserves a reward. The culture and atmosphere that these employees create is enjoyable and joyful - truly, second to none. ||You know you had a great experience when the hotel you're staying in outshines the city you're visiting, AND when you're sad to leave. That happened here. We all want perfection, but a hotel's true colours are seen when things don't go perfectly. This place was near perfect. And when it wasn't, challenges were met with joy, humility and the desire to make things right. To put it simply, customers are valued. How rare is that these days? ||I have no hesitation to write that the Embassy Suites in South San Fran was one of the greatest, if not the greatest, hotel experience I've...