Four Points by Sheraton Hotel & Suites San Francisco Airport — Hotel in South San Francisco

If you’re looking for customer service -GO ELSEWHERE. If you’re looking for a clean room in a 3-star hotel away from everything.. this is your place. We were road tripping from Vegas, had an Alcatraz behind the scenes tour booked for our arrival day. Called the day before to see if we could check in early (12-1 vs 3), the young lady I spoke to checked her system and said “no problem, you c’’mon down and we’ll get you checked in”. We (party of four 2 King rooms) arrived at noon on our check in date. The man behind the counter apologized and told us it would be 45 minutes to an hour before our rooms would be ready. Perfect, we’ll wait. We have to be downtown by 3pm for our tour, so this will work out. We parked the car ($18 a day) grabbed our luggage and sat in the lobby catching up on emails etc.. 45 mins later this same man comes over to us and says “I’m sorry but you can’t check in until 3 pm.” We tried to explain to him that this will not work, we need to freshen up and change our clothing … and.. the employee we spoke to YESTERDAY said it would be no problem. I realize things happen, but this man wouldn’t even attempt to work with us. We said we would take one room if that worked .. you don’t have to clean both? Answer-No.. let us into a dirty room.. take the towels & sheets out.. give us 1 clean towel. Answer-No I asked to speak to someone else and was I informed that he was the General Manager-Cash, and he wasn’t going to do anything to accommodate us. When I mentioned his employee telling us we could check in early - his response “this will be a teachable moment”.. tell you what Cash, this entire conversation was a teachable moment for the staff that was standing around you - You could have taught them how to provide CUSTOMER SERVICE. We had no choice, it was now too late to cancel and go somewhere else on a Friday afternoon in San Francisco. We opened up our suitcases in the lobby, got clothes to change into, toiletries and each one of took a bathroom in the lobby. We stored our luggage and headed downtown. What a way to start the weekend. My recommendation to this hotel chain is to find a GM that can actually be a face of your chain not a Disgrace to your chain! The room itself had vinyl plank flooring and was laid out quite nicely. No view to speak of, and too far away from any decent restaurants. Was a good place to sleep and the shower water pressure was decent. Thanks to a deplorable experience with the GM at this hotel we all will be taking our business elsewhere...

I understand the purpose of hotels near, and on the grounds of airports. They're main goal is to give you a place to rest your head comfortably, without issue. You're not really looking for tons of amenities. You don't need the best restaurant, nor a pool.

This one however lacked two things I've always felt was essential, yet one of them I'm more forgiving of them not having.

Firstly, it's location is prime. It's not in the most exciting spot, but it is conveniently located 10 min from the airport via car. The reason you'd stay here if anything is to make your way to the BART for januts in to the city (the BART is also a 10min drive).

Food selections in the area are decent with an IHOP within walking distance (5min) from the hotel. A Valero station (as well as the gas station next door on the same block as the hotel) next to it has a mart you can get snacks from for far cheaper than what the hotel charges. Would you rather pay $4 for a 20oz bottle of soda or $1.60?.

The reason I bring up food selections in the first place is because the hotel doesn't provide room service as it doesn't have a working kitchen to fix & prepare meals. So this can work for or against you. The average meal order via room service at a hotel cost far more than it should. I remember my girlfriend ordering a peanut butter & jelly sandwich one time at the St. Regis...it cost $18. I only mention this because Peanut Butter & Jelly sandwiches should be free worldwide.

This worked in my favor as I ventured out to find really good restaurants in San Bruno & other areas. So long as you have a car, you're better off doing this instead of delivery via seamless, door dash, or grubhub. Hotels not providing room service is becoming somewhat the norm at many hotels as it cost them money to pay for staff as well as the all the ingredients and/or mechanisms needed to run these services. It sucks for the guest, but being that it's an airport hotel, so long as you have a car (and I hope you do), this isn't something that will be a negative.

My main complaint about the place came with the lack of a working Air Conditioning system. I was in room 415, my AC when I first entered was at 76 degrees. No matter how low I attempted to set it, the temp wouldn't go any lower than 74 which if you're coming from the outside, needs to be cooler in order to cool down.

I complained about this and was offered a room change to room 423 but in that room the AC wasn't working any better. I'm aware...

The location is easy to find; GPS took us there without any problem. There is no free parking in the San Francisco area; parking is $20 per day. The parking area is secure and has two levels. We had no problems finding a parking space during our stay.||The room 429 we had was clean, and the rug underneath our bed was quite thin. Since the hotel is located near the airport, the windows have two double-paned glass windows to keep the sound to the lowest possible level. That is a plus. The phone, the TV, and the remote control are decent. The toilet amenities are basic but sufficient. ||The two areas I want to complement this hotel are (1) the front desk staff was very friendly and supportive, when I told them the problems I found in the room, they immediately changed the room for us. I ran into three of them during our 24-hour stay. They took the customers’ concerns seriously. (2) The check-in was at 3 pm but we were told that check-in at noon would be possible if rooms were available. However, we arrived at the hotel at 7:30 am, I was merely asking for information on when we could check-in, and the front desk staff gave us a room right away. That was a bonus. We could unpack before we went out for breakfast. ||The Four Points by Sheraton was Sheraton chain owned until Oct 2024 before Marriott-Bonvoy took over the management 3-4 months ago. The hotel was built in 2001 and last renovated in 2014. The hotel itself has aged. Rust could be found on the door hinges and many other metal edges. ||Room 429 had 3 problems: (1) the vent/fan in the bathroom was not working, (2) the room had no hot water, only lukewarm water was available from the shower head, (3) we set the thermostat to “heat” and temperature to 70 degrees and within half an hour, the temperature was switched to 88 degrees at max. I reset it 4 times, all 4 times were switched to 88 degrees within half an hour. I brought these problems to the front desk, and the gentleman at the front desk immediately changed the room for us and we were thankful.||This hotel’s location is decent, and the lobby area is clean. They have a dining area, but we did not try it out (no free breakfast at this location). If we have another chance to visit the area, I will book this...