Subject: InterContinental San Francisco
Location: San Francisco, California, United States, North America
Title: bad customer service and liars.....................
ID#: 122893276
This is a little late and long, but I stayed at the ICH SF July 20/21.
My reservation was booked by a travel agent and when I checked in I was given a single room. I showed the desk agent my print out that showed a King room. This particular agent was a little confused on what to do as they were very busy that night. Non the less the agent was a reasonable person.
However the adjacent agent listened into our conversation and said " do not give her an upgrade" repeatedly without actually knowing the conversation. ( I had a confirmed king room....). As imagined this upset me and I asked for the manager. She came out of the back office and asked the problem. I told her that the adjacent desk agent was rude, snooping in our converastion and said specifically and repeatedly " do not give her an upgrade". I do not think this is proper customer service for a front desk agent at the caliber of a hotel.
The manager then said to me "oh no, no, she did not say that" ,also repeatedly. I asked the manager how she as the manager could tell specifically what the desk agent said. The manager was in the back while this conversation was going on,.... it was like I was talking to a robot with prerecorded answers that were not relevant, it blew my mind.
After every time she said no the agent didnt say that I asked her how she knew what was said- as she was far away ain the back and not part of our conversation....
Fast forward I go to sleep and in the morning after showering I tilted my head up to put eye drops in my eyes and I noticed the entire bathroom ceiling was covered in sticky oil/resin- almost like drops of honey waiting to fall. Failure on the ventilation system and old paint. YUK!
When I checked out I told them about it and how the whole expreience was well below what I expected from this chain of hotels.
(This gets better keep reading)
That same morning around 9:30 am I get a call from Shehani De Marseille, Guest Services Manager, telling me she understood I had a bad stay and being very appologetic. "what can we do for you" she kept saying. "Can we credit your bill some amount?"- "NO my room was paid by work - what good does that do me, the one who had the bad experience" I responded,
"Can we give you a free night?", "Yes if its another property not this one". "We can only offer you a stay here", she said. "No, thank you, nice gesture but I have no interest to stay at your SF property after last night and the room condition and thats too bad because I come to SF every week", "We really want you to come back and experience what a stay should be like here at this property". "Well since I am up all the time, I could do that..." Shehani said she would send me an email confirming the free room and assured me that this experience would not happen again.
What I got was an emails few days later thanking me for the conversation and only offering me a room upgrade.... what a liar! And further wasting my time and letting me down again.
I would not stay at this hotel.
- San Francisco Intercontinental
