Larkspur Landing Extended Stay Suites South San Francisco — Hotel in South San Francisco

Dear Hotel Manager,|||The same Hotel front desk has given us many different answers and even different emails to her manager. She is also unreliable telling us what time the manager shows up? I am writing to express my profound disappointment regarding our check-in experience at the Larkspur Hotel in San Francisco on March 22, 2025, at approximately 8:00 PM. The circumstances we encountered were quite concerning.||Upon our arrival, we noted that the front desk was unattended. After a period of waiting, a staff member appeared, but the promised cookies were unavailable, and the coffee was not fresh. As a guest with a disability and a pre-existing back injury, I was experiencing considerable discomfort, further compounded by my husband's fatigue from our extensive travel. We inquired about obtaining a luggage trolley. The staff member directed my husband to locate one himself. His subsequent inability to find a trolley exacerbated our distress. Despite our explicit request for assistance, she indicated that none were available and subsequently vacated the front desk, leaving us unattended. This apparent lack of consideration, particularly given my disability and expressed discomfort, was unacceptable.||We found it necessary to summon the attendant back to the front desk on three separate occasions, as we could hear her engaged in a personal phone conversation in the back office. Upon her return, her attitude was unprofessional and dismissive. When I mentioned the cold coffee, her response was, "Oh, awesome." The situation escalated when the attendant processed charges to both my credit card and my husband's credit card for the room. Despite her explicit assurance that my card had not been charged, I have since confirmed a pending charge of $378.85 from your hotel. Additionally, my husband's card was charged $528.85. This error has left me without adequate funds to cover the costs of gas, food, and lodging for the remainder of our trip. I, therefore, request immediate action to reverse the unauthorized charge of $378.85 on my credit card. To compound these check-in and financial issues, the toilet in our assigned room was malfunctioning. Consequently, a maintenance worker entered our room and interrupted my husband while he was showering. This series of events has proven to be exceedingly disappointing and has substantially detracted from our overall travel experience.||In light of these concerns, ranging from the absence of basic amenities and assistance to the financial discrepancy and the unsatisfactory condition of our room, I would like to request immediate attention to these matters. Specifically, I request the prompt reversal of the unauthorized charge of $378.85, as well as a partial refund for our stay in consideration of the inconvenience we have experienced and the failure to provide the amenities promised.||I anticipate your prompt response and a swift resolution to these...

Stay away from this hotel! There are others nearby that offer better value and have been maintained.||I stayed in the middle of May during a big convention in SF so the prices were high everywhere. This hotel was no exception. The person checking me in was pleasant enough, but he was on the phone telling people he had just arrived 10 minutes ago and "if you run your water for 10 minutes the heat should come back, unless everyone runs their water at the same time." Turns out there was no hot water because of a broken boiler unit. I was staying there because of work (I live 60 miles away and had really long hours so I opted to not drive while tired). I had NO hot water for 2 straight days and could not take even a lukewarm shower.||The hotel was at one time very nice- not anymore. The property DESPERATELY needs maintenance and is in need of some refresh, some carpet replacement (the carpeting has huge wear marks at the housekeeping office as you are heading to the elevator. There were trash bags scattered about on my floor, and the smell of mustiness was prevalent on the floor.||I arrived to my room and thankfully it was clean, but you could tell it was worn down. The room and the hallway smelled unpleasant. Thankfully I had a travel can of Lysol and that seemed to make the room smell go away. As I had very little time to stay there, thus I did not try the breakfast but past reviews did not score it highly.||A note about the management response: I tried for 3 days to contact the hotel manager about the no hot water situation. The next morning I spoke with the overnight clerk about a refund and he took down my number. No follow up. The second morning I checked out and requested a refund, he took down my contact info again and still no response. I called the clerk at the hotel that day and they said I could seek a refund. They said the manager was out sick that day, and there was no one who could speak with me. They took down my info yet again and still no response.||On Friday, (My stay was Tue-Thu, I called the hotel and asked directly for the manager twice. I was left to voice mail. I was emailed a review and noticed that the name of the Hotel Manager did not match between the web review request and the voicemail greeting. New manager?||Since I was nearby, I drove to the hotel later that afternoon to inquire about a refund. The manager had conveniently "left for the day." It was still mid afternoon. The clerk said I had already been refunded my stay. Sure enough they had. I wondered, why did no one ever contact me? Would they ever have ...

I get the feeling it was a nice hotel 15-20 years ago. But it hasn't been kept up all that well. Not dirty, just...aged. I had a fancier "suite" that was spacious and well laid out, but had these dubious features:

The thermostat on the wall didn't work (or even turn on). The climate control was a single unit under the window in the living room, and served the entire suite. To cool the bedroom in the back I had to crank it super cold and turn on a noisy wall pass-through fan.

The bathroom wall tile near the tub had been damaged at one point and their fix was to TAPE IT in place. Yes, tape. It looked older, so that's likely the "permanent" fix.

The shower curtain rod was very loosely attached to the wall. I had to be delicate every shower in fear of the screws pulling free of the drywall the rest of the way and having the rod land on my head.

The bedroom door had also been heavily damaged at one point, and instead of replacing it, there was a globby shoddy spackle patch job that wasn't even sanded. Just painted over.

Both tvs were set on tables/dressers that had a few holes drilled in the centers of the surfaces. Clearly the tv hookup cabling changed in the past, but the furniture was never adjusted to keep up aesthetically.

The carpet in the hallway (floor 3) had a big bunched-up wrinkle in it. I almost tripped over the bulge once.

You know when you go to a hotel and settle in, then look in the supplied info book for details about the local area, restaurants checkout procedures, safety information, room service, and other hotel services and features? Yeah, not here. No such book or even pamphlet. I looked everywhere. The front desk clerk later confirmed they don't have anything like that. Weird omission.

Oh yeah, and no room service whatsoever. Not even an option.

The breakfast did exist though. Just don't plan on using it if you eat plant-based (my only suitable items in the limited selection was a bagel with nothing on it, or an orange). I skipped the continental completely most days.

No pool or hot tub, but there's a tiny exercise room with 3 machines and a handful of free weights.

None of these things alone are that terrible, but serve to establish a clear pattern of their lack of focus on quality, maintenance and service. Many of these are easily solvable, but just simply weren't.

It was for a work trip, so I let it suffice. But if I paid my own money for this hotel and brought my family, I'd be mad....