La Quinta Inn & Suites by Wyndham San Francisco Airport N — Hotel in South San Francisco

The staff was awesome during check-in and had to wait for almost 30 minutes. Only one person was working, and 4 people were waiting in line to check in. He immediately offered me free parking for the three nights we were staying here to compensate for the long wait. I had done some research and when I booked the room I paid the $5.00 dollars extra to book a room in the front building which is where the lobby, pool, work out room, laundry room and breakfast was served each morning. I'm extremely glad I did that since the other building is located quite far from the main building next to an abandoned warehouse and train tracks that run right behind the main building. The second building looks run down and I would not feel safe staying in that building. There were lots of homeless people scattered around the area. Granted there is a security guard who patrols the premises starting around sundown till sun up but we only seen him driving around the premises once every two or three hours. I'm not sure that is often enough to prevent or stop anything from happening. Our room was at the back of the building it was located right next to the back door of the hotel which was convenient but also irritating the door leading out side was very load as it closed and people were in and out all hours of the night making it hard to get a good night's sleep. Our room was actually a lot better than I had expected considering this is a budget hotel close to the airport. I choose this hotel over others in the area that were about the same price because it had the few things we needed 1. A refrigerator 2. A microwave and 3. A pool (this was just a want) so I was happy when I found this place that meant our requirements had available rooms and was within our budget. But after checking in we found that the fridge didn't work it turned on but wouldn't get cold and the microwave did not cook anything didn't even warm anything up. I went to the front desk two hours after we checked in and told them. Was told that maintenance was gone for the day. So the front desk said nothing could be done about it till the next day. I told them I had stuff that needed to be refrigerated he told me to use the ice machine to fill my cooler to keep my stuff cold till maintenance gets there at 8 am . We got up ate breakfast and again told the front desk that the fridge still didn't work the next morning was told that they would make sure it was taken care of While we were sightseeing that day we came back around 4 pm but the fridge nor microwave had been fixed again spoke with front desk and was told it would be taken care of ASAP. we were there from Friday till Tuesday Monday night at about 7 after we had again said something we finally got a fridge that work which was pointless by this point since we were checking out in the morning. We ended up having to spend over $50 to buy ice during our stay and had to get very creative in order to warm up food so we could eat. When I asked the front desk manager about getting a partial refund or credit for the problem I was told that it's not allowed since it's wasn't their responsibility to provide working items. I'm not sure how she figured it wasn't there responsibility if you say things are included with the room it is your responsibility to make sure they are on working order or to fix them when informed they don't work other wise you are falsely advertising. The breakfast was so-so but that was expected, this is after all a budget hotel by an airport. Over all our room was clean and beds comfortable. Would stay again but not if we needed a working fridge or microwave or good sleep. Rooms could use new doors since the light from the hall was visible in our room with door shut and locked and could use new windows to help with sound of trains going by. There is also no house keeping of occupied rooms we were told no by house keeping when we asked for clean towels both the second and third day 4 towels isn't enough for 3 people for 4 days had to wait till house keeping left for the then ask front...

When I booked the rooms on Expedia I was not aware that North Building we stayed in was a separate building away from the lobby. Had I know i would have booked it for the main building (which cost a little more) because it would have been more convenient for me than to walk or drive over for breakfast or to sit in the lobby when ever I wanted to step out of my room instead of standing in the cold outside our building. The pool, laundry room and mini gym are all in the main building. We had an early arrival and got to the hotel a little after 8:30am to check if we could check in early because we were exhausted from our red eye flight. Tita who was at the desk told me there were no rooms available at that time and would call me asap when a room becomes available so we drove around and stopped for breakfast at Millbrae Pancake house. She called right after we ate and were checked in at 11am. There was a $50 deposit held on my debit card for incidentals at which Tita told me would be credited back after our stay, minus the parking fee of $40 ($10/night). The parking area of the North Building was very clean and well lite at night, The building is secured, only way in is with your room key card, the building has 4 floors, we stayed on the 3rd floor, hallway is clean, ice machine and vending is on the 2nd and 4th floor. We had 2 queen beds, room was clean, the pillow is very uncomfortable, it had no fullness and support for your neck. The room was cool for a bit without the AC, but when I did turn it on the AC was loud and noisy like an idling engine. It was so hard to fall asleep with it on. Our fridge wasn't as cold as I wanted it to be in fact there was condensation inside of it. The microwave wouldn't spin but it still heated up our food, our room always smelled of burnt popcorn after using the microwave. The TV works fine except you don't know what show is on, as the TV guide does not show a listing of it. We were able to sign in to our YouTube and Netflix. The breakfast is simple with limited choices- eggs, tater tots, sausage one day or bacon the next day never on the same day, waffles, wheat bread, bagel, yogurt, oatmeal, apple and/or banana, 3 choices cereal, of course milk, juice, coffee, tea or water. The area does get crowded and seating area has limited seats. If you prefer to eat something else there is a Denny's in walking distance from the hotel. The hotel has a mini market to purchase drinks, snacks etc.. it would be nice if they had a price list of each item. I bought 2 ramen which came out to $10 had I know it would be that much I would've gotten something to eat else where. We were able to check out online, which I wish I've done in person so that I could've gotten a breakdown of what was charged on my debit card, I know it was for the parking which I thought would only be $40, but I guess I got taxed for it, which is not a problem but would've been nice to have been told or at least seen on their hotel detail $10 a night plus tax. It would've been great if I got a receipt emailed upon check out. Overall our stay was good despite the minor details I mentioned and staff could be a little...

Im staying here at the moment and it is the worst experience I’ve ever had in my life at any hotel establishment. If you have to stay close to the airport it’s a solid choice but the incompetence of the staff is truly outstanding. First issue, first night of my stay I found my tv was not working. Was told by a staff member that I can change rooms with a working tv. I say sure, pack my belongings, and head to the front desk only to be told “The hotel is completely booked and they have no rooms for me to switch to.” Like what? Why waste my time and tell me I can switch rooms in the first place then? To say I was flabbergasted by the level of miscommunication would be an understatement. Second issue, I called to have my room cleaned at 6am on Saturday was told “No problem, it will be done during the day.” I get back to my room later on that evening and it hadn’t been cleaned. I called today/Sunday for my room to be cleaned and was told that “La Quinta only does room cleanings every 3 days.” Lol, Why didn’t the staff member I spoke to on Saturday morning give me that information instead of just saying “It will be done.”? Lol. What a joke. Never heard of a hotel denying their guest a room cleaning because it’s not “on their schedule”. Absolutely unacceptable and disgusting. The staff here could be replaced with monkeys and the level of efficiency and productivity would be the same, in my opinion. Do yourself a huge favor and just spend a little bit more for a better experience somewhere else unless you absolutely I have to stay close to the airport. My works involves for me to travel all over. I’ve stayed in 100s of hotels around the world. This is by far the worst hotel I’ve ever been too and it all boils down to the incredible incompetence of the staff. The rooms are great, the location is awesome but the people working here suck. Point. Blank. Period.

Edit: I just want to say that I spoke to the General Manager today, 3/18/24, day of check out, Jarrett Bourges and I have to say his professionalism, courtesy, and customer service was outstanding. This is someone who clearly is a people person and has empathy and respect towards his guest and La Quinta should be proud to have him leading their team in South San Fran. His assistant general manager, Donna W on the other hand is the complete opposite. She outright refused to give me a copy of the housekeeping policy violating my consumer rights. She is clearly ignorant, incompetent, emotional, and has no business being in a position of authority. She lied to me that La Quinta only scheduled room cleanings every 3 days when in fact by the house keeping policy if a guest request a cleaning they are supposed to clean the room that day. Her unprofessionalism and ignorance is truly unbelievable. I was able to request a copy from Mr. Bourges and he obliged respectfully. A gesture his assistant general manager Donna W should have made without...