2/10 Rating
Honestly I probably wouldn't have rated them at all if they would have handled the situation better.
I got there and my room was on the second floor. I can't really do stairs right now and nowhere on their website is it obvious that they don't have an elevator. I don't need an accessible room but you assume ADA compliance in 2026 in a major tech city.
Okay whatever. I get to the room it's boiling hot. The air conditioning is blowing hot air even though it set at 67. I figure it must not be on or maybe I wasn't in the room and it's one of those motion sensing types. So I said it a little bit lower and wait. I'm tired so I end up going to sleep and I sweat all night and don't sleep well. It didn't help that the so-called blackout blinds didn't block a damn thing and my room was light enough to read by.
Oh yeah, icing on the temperature, the fan in the room wouldn't even turn on. It made noise but wouldn't spin.
The mattress being apparently made of solid wood was also less than desirable. I stay in hotels for a living. 200 hotels last year. This was the worst bed of all of them.
I wake up the next morning and the shower is barely a trickle. I get dressed and I pack my things because I'm not going to stay for another night. I reach out to customer service in 2 hours later they hadn't responded. Down in the lobby I run into a woman who said she was the property manager and that they were working on the air conditioning and that it was PG&e's fault. The.air conditioning has power. It had an error fault that if you looked it up it said it was the filter being blocked which means they probably never clean it. But she's promised me it be fixed by that night so please don't check out early, give us a chance to make it right. So I said okay. And I went about my day.
I came home in the evening and the room was again boiling and the air conditioning was still not working. They had put a new fan in the room and it was running but it wasn't enough to get the room cool at all. So I let them know I was checking out and I was going to go stay at another hotel
They refunded me less than a third of the fee. The reason? Because I checked out so late. The only reason I didn't check out early in the morning was because they told me to stay and promised to make it acceptable. So they manipulated me into staying an extra 10 hours so that they can reduce how much they refunded me by because they never had any intention of fixing that air conditioning. It was all a lie and a manipulation to get a little bit extra money.
I can handle things breaking or things not being ideal. I will not handle corporations that are dishonest and manipulative. They knew I planned on leaving with plenty of time for them to give me a refund for the entire night. But they were dishonest. You don't want to stay at a hotel where the management is dishonest. Stay somewhere else.
(Notice one more thing. It took them 3 months to respond to this, and even then it wasn't even a response, nothing to make it right, nothing to make up for the deceit. This is who they are. Stay somewhere else)