We stayed last weekend at the W San Francisco - four nights overall Fri thru Mon. It was our third stay at this W but I regret we were let down this time on a number of counts:
Firstly, we arrived on the afternoon of Fri 18th May around 4pm. We were seen immediately by a very polite and amiable representative on Reception but then we proceeded to wait, and wait, and wait...for 25 minutes in all. We were standing by the desk all this time while the poor person banged away on his computer key board, head down, seemingly frustrated but we did not know why. Various whispered conversations went on with his colleage, and they both disappeared in to a room at the rear, behind reception, for 5 minutes, leaving us standing there.
Eventually he said our rooms were sorted out (I had booked two as we had my parents with us) and when I asked why it had taken so long he just said "oh' we're really busy - sorry it's taken so long'. My parents are elderley, in their seventies, and throughout this wait they had no option but to stand with us. I would have hoped that at least, given the delay in assigning our rooms, some form of refreshments would have been offered...but no, we were just given our keys and that was it. Even the porter was left waiting with our luggage all this time.
On the Monday morning my parents went to breakfast at Trace (I was with them to begin with to ensure they got a table OK) and they were welcomed nicely by a hostess and escorted to a table and given menus. I left at this point as I had some work to attend to. Later in the day when I saw my parents again I was horrified at what they told me. Despite having been escorted to a table by the restaurant hostess and having been issued with menus, after 5 minutes a male staff member evicted them from the table! He abruptly said "this table is reserved, you can't sit here" Even though the (somewhat embarrassed hostess was there with him) there was no apology and they were told to go to another table. My parents were astounded - never before has this happened anywhere else. In the end they left and went to Starbucks for their breakfast.
At the end of Monday we all returned to the hotel from a fun day out only for my parents to find their room had not been cleaned/serviced. This was in the evening, they were tired and all they wanted to do was rest & sleep. So they had to phone housekeeping who then said they must leave the room while they serviced it. My parents had to go downstairs and bide time while the room was done. No apology was offered.
On checking out on Tuesday morning I mentioned both issues above (restaurant and room cleaning) to the staff member who checked us out. He assured me he would pass the details on to the relevant people and offered an apology.
A few hours later I received an email from the W's Food & Beverage manager, Julie Mulvey, stating that my parents were the ones at fault in the restaurant because they had 'sat themselves' and not been allocated a table by the hostess. I was astounded, this was so far from the truth! Indeed my elderely parents would *never* seat themselves, they *always* wait for a hostess to see them. I myself had even been there when they were escorted to the table and menus issued. I replied immediately to Julie's email stressing what really happened. That was four days ago - but I have never received a reply, despite chasing.
I am so disappointed with the W San Francisco, especially as the issues I have highlighted adversley impacted the experience of my elderly parents. Our stay here was our last stop on the trip of a lifetime, staying at Starwood hotels in nearly all USA cities we visited. At the W I received no acknowledgement of my Gold status. In all the other Starwood properties on check-in we received room upgrades to 'next level available' and even were given SPG Gold key card wallets. At the W San Francisco there was no acknowldgement - not even a 'welcome back. We were just given the Cool Corner rooms we had booked (and paid a very high rate for - $2000 per room for the four night, $4000 in total). Incidentally the difference between our two rooms was huge, my parents (and I'm glad thet got the nicer room!) had a much larger room than ours - they had 2217 which had a massive bathroom and overall a bigger room. Our room, 2208, had a tiny bathroom and overall was smaller. I have no idea whywe were allocated two very different rooms despite booking two identical rooms?
I do hope that someone at W San Francisco gets in touch with me. Our trip of a lifetime was tarnished by the issues I have described here and we have a sour taste in our mouth because this was the one Starwood property we 'saved up' to stay in since the cost was so astrominically high.....we have never in our lives spent $500 a night on a hotel room!
- Official Description (provided by the hotel):
- In the heart of the SoMa district, and neighbors with the San Francisco Museum of Modern Art, W San Francisco faces the beautiful Yerba Buena gardens and is a short walk to Union Square's shops. ... more less
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- Also Known As:
- w San Francisco Hotel San Francisco
- w Hotels San Francisco
- w Hotel San Francisco