Hotel Riu Plaza Fisherman´s Wharf — Restaurant in San Francisco

I’m not usually one to write reviews but their inability to honor their word or even reply back to an email has got to get their attention. My wife and I stayed here from Oct 23, 2023 until Oct 25, 2023. We are from the bay but we decided to stay here to get away and enjoy the pier and beaches. The day we made the reservation was Sep 23, 2023. An exact month before our arrival to the hotel. The problem was the card we made the reservation with had previous fraudulent attempts and the card had to be switched for a new one. The bank disposed of the old card as soon as they gave us the new one in person. Everything had already been paid for in advance, the only thing we needed to pay for was parking and the deposit fee. It’s truly a wonder why this hotel doesn’t put how much the deposit fee will be per day on their website. I had to get it from another website unaffiliated with Hotel Riu Plaza. Once we arrived to the hotel we were greeted with kindness and fairness. We talked to the staff member at the front desk and gave him our IDs and he looked us up in the system and got our reservation information. He said all we had left to do was pay for parking and the deposit fee. We agreed and gave him our new card and explained to him why we didn’t have our old card we made the reservation with but that it was all the same account just a new debit card. He once again asked us if we had the same card to which once again we told him the bank disposed of it. He told us to wait and got on a call with whom I suppose was customer service. He came back about 20-30 mins later and told us that it had been settled. He told us we would have to pay for the whole reservation amount + parking + deposit and that our original reservation amount would come back to our card in 5-7 days. We reluctantly agreed because we felt we had no other choice but to stay now that we were down $400+ that we originally intended to use while we were out exploring the city. I mean what else could we do? We were forced to wait 5-7 days for it to come back just because they couldn’t honor our original (already paid) reservation. I understand it wasn’t the original card but it being the original account had to work for something. We were then given our room keycards and proceeded to the second floor. Which was already weird considering the reservation pictures showed us on the top floor. Once we entered our hotel room the experience ultimately got worse. I booked my hotel stay direct from Riu Plaza’s app. I also signed up to be a member on top of that. I’m not sure why we got the hotel room we got but the pictures that it showed were nothing alike the room. We did receive a deluxe king room but not the ones they showed in our reservation. Our reservation showed the very top floor rooms with the window view from the roof. We received a second floor room which you could hear other people’s TV’s on high volume, various noises from outside, and people stomping right on top of you all day and night. As I’ve said I made my reservation directly on their app, surely this is misleading and they didn’t honor our original reservation as intended. As for the amenities, a “4 star” hotel should have modern smart TV functionality or streaming devices. As well as room service opened up, it’s past covid. Yes I understand it’s still out there but nobody has to wear a single mask anymore. Why does a “4 star” hotel with a restaurant not have the restaurant open or offer premium service to their clients such as other hotels in the city? The walls have been painted over as you can see various coats of paint in different areas of the room. Multiple lights inside the room didn’t work and need to be serviced. As for the shower and bath, the water pressure was surprisingly good and the tub trained quickly. I would not use any soap that is 3 in 1 for your hands, body, and hair (may just be me). As for my refund, it’s currently Nov 8, 2023 and I still haven’t...

I stayed with my family at Riu for my son’s birthday trip. While I feel like hotels usually go out of their way to make customers feel welcome, particularly for special occasions, there were several times during our stay where staff said incredibly inappropriate things to us and made us feel uncomfortable.||Our first issue was the oddest check-in experience I've ever had, with very unprofessional customer service. On arrival stopped at the front desk and said I'd completed check-in in online. When that didn’t prompt a response, I asked if there was a particular line I needed to stand in, or if any desk could help. The man at the desk curtly said "What do you think?" He proceeded to say "How do you think you'd get a room key or pay a deposit if you don't stand in line. You weren't thinking that through." His attitude was entirely unnecessary and he didn't offer to help get me a key or take a deposit so I started to walk away to get in a different line. He then yelled after me: "Hey come back, you haven't checked in." A different clerk saw this all happen and stepped in at that point to complete my check in while the man continued to stand there. When she pulled up our reservation, she saw we'd booked two adjoining rooms and was unable to add our children to the rooms (we'd had a similar issue of not being able to add them online). She had to bring in several front desk people until they finally were able to complete our check in (this process took around 30 minutes). During this, the man who had been rude jumped in and asked "Do you and your husband always sleep in different rooms?" Again, an entirely inappropriate question and not any of his concern.||The room itself was adequate, though looking directly into a large AC unit so we had no view from the room at all. ||In the morning, my husband and daughter woke up early so went down to get breakfast. My son didn't want to go down (he wanted to sleep in on his birthday) so my son and I stayed in the room and my husband asked about a to-go coffee cup to bring coffee back up to me. The response was "if we gave you a to-go cup we'd have to provide one to everyone." I've literally never experienced a hotel breakfast that didn't allow you to take your coffee to go. He asked if they could mark off our breakfasts and he could grab things to go for us, and they said they didn't provide to-go boxes. He didn't understand this to mean that nothing could leave the dining room, so grabbed a few items for my son (who again, wasn't planning to come down and use his free breakfast and did not use it), and left the dining room. They were down the hall when a woman chased after them, quite literally grabbed the pancake my husband had taken for my son out of his hands, and threw it in the trash stating that no food items can leave the dining room. My 9 year old was horrified and very scared by the woman's behavior. While it might have been appropriate to clarify that food can't be taken out of the dining room, there is no benefit to throwing away food and I'm disgusted that staff are trained to do this.||This was all reported to customer service who responded by email “We are very sorry that you feel that our staff were rude upon arranging the check-in and at the dining room. It was surely not their intention and there must have been a misunderstanding.” Gaslighting guests about specific concerns is not likely to make a guest feel heard or increase the chance they...

We booked the Hotel Riu Plaza Fisherman’s Wharf for a week-long San Francisco vacation, expecting a quality experience given the high price and its prime location in a tourist-heavy area. Unfortunately, our stay was plagued with issues from the moment we arrived. Check-in felt unnecessarily long, and things went downhill once we got to our room. The bathroom sink drained incredibly slowly, and the toilet had a persistent running issue that required jiggling the handle after every use to stop. This escalated to the point where the entire toilet had to be replaced. The process stunk up the room, forcing us to leave while maintenance worked. To add to the bathroom woes, the door didn't even lock. For the first couple of days, the mild weather meant we didn't need heating or AC. However, when we did try the air conditioning, it emitted a terrible squealing noise when it decided to work at all. An "engineer" who came to inspect it bafflingly told us everything was fine and that we just needed to run it on manual, completely ignoring the noise. This meant enduring a system we had to crank all the way down to its coldest setting, which would then cycle on for a few minutes, freeze us out, and then cycle off for a few minutes, repeating all night and keeping us awake. If it wasn't cranked down, it wouldn't turn on at all. Another engineer visit finally resulted in an offer to replace the AC unit – something the first engineer should have suggested. We vacated the room for several hours for the replacement. Upon our return, the AC did turn on, but now the fan made loud, constant clanking noises! It's beyond me how the engineer could have tested this and considered it acceptable. Sure, it got cold and stayed on, but the noise was unbearable. (I have video of the initial whiny AC and the subsequent clanking replacement.) Finally, FIVE DAYS into our week-long stay, after numerous complaints and disruptions, the hotel agreed to move us to a different room. The whole ordeal was a massive headache and a significant waste of our vacation time. Beyond the specific room issues, the hotel's amenities felt subpar for the price and the mandatory resort fee (around $40/night). The "free" breakfast, included in this fee, was decent – your standard eggs, bacon, sausage, hash browns, fruit, pastries, and cereal. It wasn't bad, but eating the exact same thing every day got old by day three, especially when you feel obligated to eat it because you're already paying for it. The pool is incredibly small, with maybe 10 chairs for a hotel with over 500 rooms, and there's no hot tub. Other inconveniences included the lack of a microwave in the room and a fridge that was very slow to cool items. With only three main elevators for such a large hotel, expect long waits, especially during busy morning or evening times. The only genuinely positive aspect of this hotel was its location, which is excellent for accessing Fisherman’s Wharf and nearby attractions. Overall, we paid far too much for this hotel given the constant stream of problems and the poor quality of the room and its fixtures. We spent a significant portion of our vacation dealing with maintenance issues instead of enjoying San Francisco. We would absolutely not recommend the Hotel Riu Plaza Fisherman’s Wharf and certainly won't be returning. In the videos I'm uploading I just noticed all the gross dust built up in the vent... I'm so glad I didn't see that while...