Hotel Ok But Management Pathetic!
My kids and I were traveling to the Bay area to meet family and checked in late on a Wednesday night. The ladies who check us in were absorbed in a private conversation which went on throughout our check-in process. Very unprofessional. When we went to our room, we discovered that the air-conditioner was not working and the room was hot and stuffy at 81F. I called the front desk to have them send someone upstairs to check it. The lady who had checked us in came up and messed around with the thermostat unsuccessfully. She then sent her colleague to do the same, again unsuccessfully. When I asked for them to give me another room, I was informed that they were over-booked and had nothing available. All they could do was give me a fan. They did bring up a fan which was completely ineffective in a room with 2 double beds. I asked to speak to the manager but was told he would be available only in the morning. I was then given a second fan after I pointed out that I had seen one in the lobby. It was too late for me to transfer to another hotel with 2 young kids so we made do for a very uncomfortable night. The next morning when I talked to the manager, he shamelessly told me that he could not talk to me the previous night because he was asleep! Most awful customer service that I have seen! Fortunately, Expedia stepped up and refunded me what I paid for the room. I would never stay at the hotel again and would not recommend it to anyone!