San Francisco Marriott Marquis

Good hotel in the middle of all the action

great location great staff

we were on the 32nd floor. The elevators drove us crazy. it felt like we were sleeping in the metro station, with these 6 elevators going up and own every few minutes. next day complained to the front desk person but was told thats all they had. per my reservation, I paid full for breakfast through Hotels.com but the hotel did not agree and so we were charged over $400 dollars for breakfast. contracted Hotels.com and they said they will cover the charge for us. the hostess for breakfast needs to get training on customer services. she needs to realize to manage and service all customers equally. the worse part was when I was checking out, last day. I wanted for manager to hear about our bad experience. He just about acted as if he was too good to even hear about our concerns and made an expression as if "hurry, I have much more important things to do".... I was not asking for discount... I was explaining the uncomfortable room, the elevator sounds and them not accepting the paid breakfast reservation (even after i showed him the receipt). they advertise the two queen beds as a comfortable stay, but the way the manager described it back to me, made it sound like I had rented a motel room, sad since we paid almost a $250 a night... he really should be replaced with the reception person, who was helping me checkout. the reception person was much more professional.

The property has seen better days (at least my room was a little shabby). The coffee maker in my room didn't work either. I'm a bit annoyed that a hotel of this purported quality is giving "points" for essentially opting out of any service whatsoever. Just what are we paying for? I think it's just tacky. Not changing the linens is one thing. That is saving the planet. But simply making up the bed and vacuuming isn't a big deal. Most annoying was that the hotel didn't honor a deal I purchased from Hotels.com. They COULD have just honored the deal (breakfast included and free wifi). Instead, they said it was my problem and to take it up with hotels.com. I did. Guess what!! Hotels.com made good on their promise and took care of it for me. Five stars for Hotels.com!!!!! A big thumbs down for Marriott. Smiling faces on the service staff does not make poor service feel better.