250 Gateway Blvd,South San Francisco,California
3 (2749)
Reviews
Hilton diamond members here, checked in last night 8/29. Immediately noticed the AC wasn’t working and was making a terrible noise. Called the front desk and they sent maintenance, maintenance couldn’t fix it, then the front desk person told us they knew the AC wasn’t working properly. We asked to be moved and they tried to charge us for both rooms for the night. Got into the new room around 10 pm super tired and went to sleep. Next morning (today 8/30) woke up to ants in the bathroom, hair all over the tub, and food stains on the couch that one of us was sleeping on. Requested the room to be cleaned before we left for the day around 9:30 am. Returned 8:30pm to find nothing had been cleaned. Ants ALL over the bathroom. Only person who was helpful was a nice guy at the front desk (didn’t catch his name). He got us moved to a new room that unfortunately had hair in the bath tub but at this point we’re too tired to get moved again. Stay anywhere else!!
Our stay here was awesome. The place was nice and clean. Staff were friendly the moment we got there to when we left. Kids enjoyed the rooms and their free breakfast. But if I could give them extra stars I would. Special THANKS to house keeping and to Christian. I didn't know my kids left their tablet behind until Embassy Suites called me. After getting in contact with them Christian helped return our tablet back to us. Within two days my kids had their tablet back. They went above and beyond in providing great customer service. It was a great stay and staff were amazing.
Would have given five stars , vit didn't stay long enough for breakfast. The staff was very helpful and courteous, except for one desk attendant. He didn't seem to know his job, didn't provide check-in kit or waters as normal.
BED BUGS! I stayed there with a colleague. He found bed bugs and was covered in bites. Of course, we checked out immediately. They accused him of lying and charged me an early checkout fee, and room taxes on the fee. There was never an apology. Repeated attempts to contact the hotel about the issue have gone unanswered. Phone calls are met with a voicemail that says they don't staff anyone to handle complaints. BED BUGS!
Comfortable bed, decent sized rooms with lots of amenities. The first room I got was still occupied. Breakfast is good and the evening reception is nice. Lunch was good as well. Kids seem to like the pool.