Hilton HHonors - Doubletree Hotel San Francisco Airport Trip Reports and Reviews

Needing some more HH stays this year and going to a festivity not far from here tonight, I decided to take 'advantage' of a very good rate at the DT SFO tonight. Even cheaper than the HGI tonight.

I arrive. Find out there's a $12 parking charge. Ouch, as it makes the hotel more expensive than other options I passed on. I have stayed at the SGO HGI North, HGI South, and ES North, and none have parking charges, so I didn't expect the DT would, but truthfully, I hadn't enquired, I just didn't expect it. Got a cookie and keys, and upon asking, got the continental b'fast coupons and coupon for bottled water from the gift shop. Standard room type, so it seemed.

Get to the room. Go into the bathroom. Short hairs in the "clean" handtowel hanging in the middle of the rack. Throw it on the floor immediately.

Go to use the phone/computer at the desk. The jack was broken and put in the data port so the phone would work. So you couldn't use the data port because their cord wouldn't lock into the bottom of the phone.

Went downstairs. Immediately, "we will change your room" "Upgraded to top level" (Why I didn't get this room in the first place as a Gold since it was readily available, who knows, but not really an issue). Handed a full tin of cookies. Apologies, and the phone was ringing right after I entered the room, to make sure everything was ok.

This is exactly how good customer service should work. They took a bad situation and without blinking, made it more than better, in an instant. Makes me temporarily forget the $12 parking charge!

I'm glad to hear they made things right. http://www.flyertalk.com/forum/smile.gif

------------------
The perfect ladies' man is a perfect gentleman.

I was arrived at the SFO doubletree on Friday August 13th. It was about 7:30 or 8:00 PM.

When I walk in the door, I see that there are 3 people in line, and one agent. I also note that there is a HHonors segment of the counter, with a sign (Like most properties, they have a second checkin area for us).

As a Diamond, my wife and I walk over to the second check in area and am in the front of the line.

Just as we do this, the guy who is third in the other line says to the woman in front of him (loud enough for me and my wife to hear) I don't know what he thinks he is doing, ive been waiting here for 20 min, im not letting someone get in front of me in line. Without saying anything, I pull my Diamond card out of my wallet, and place it on the counter so that he and the personell working the line can see it (There is another guy floating around in the back working on something). The lady who is second in line says well, I am a diamond to...... this goes on and on, and much to my wifes chagrin, I engaged in a little verbal discourse with this guy...... Something like, this is the HHonors VIP check in line.....

So, the woman working the counter finishes with the first woman that she is helping, the next woman in line quickly moves up as if to block her from talking to me... The woman working the check in line comes immediatly to me, I tell her to help this other person first, to keep this guy from crying (I was annoyed by him (he must have been 50 years old, and I thought acting a little childish, so, I felt compelled to do the same.

As the clerk is helping the lady check in, we hear her say, oh, my hhonors # is not in there? I don't know what it is, I am sure I have it written down here somewhere.........

At this time the other guy working the counter comes back to the counter. He starts to help me, and loud enough for the other two to hear starts saying:

Well, Mr. Bkniaz, we have your Hhonors Diamond # in the system already. Thank you for staying with us tonight. Since your a Diamond, we have you on the Executive floor. Since your a Diamond, here are 2 breakfast certificates. Since your a Diamond here are some cookies for you. Since your a Diamond here are some waters for you (At this point, the other check in lady is telling the other guy checking in that he is on the 3rd floor (Executive is the 8th). Since your a Diamond, you have a view of the bay (I loved watching the airplanes landing). Now the guy checking me in, was clearly aware of what this guy had been saying to me in line, and was clearly doing this to have some fun.

When my wife and I got into the elevator, we questioned weather we should hold it for the other guy, and let him off at the 3rd floor :)

Childish, yes, probably, but in the words of my friends son, he started it!

When we got to the room, there were waters, and breakfast certs already. The guy checking us in, clearly would have known that, but was great fun about it anyway.

I LOVED the property, and will without question stay there next time I have a need to be near the SFO Airport.

In the morning, I filled out a 'catch me at my best' thingy, just incase this looser in line decided to write a complaint.

Good recount :D The group across the street at the Embassy Suites could learn a couple of things from the DT staff ... I was going to try the DT my next stay there ... your post made up my mind to definitely to that and give the ES a miss! Thanks!

PB

This is why I've had 12 stays at the Doubletree SFO so far this year. They do a nice job; the only fly in the ointment was the breakfast staff at the restaurant, a real attitude problem. I wrote the manager about it, I was invitded to dinner and - :eek: things changed! Now, even the breakfast staff is good.

Bkniaz, sounds like you had the last laugh - and the guy checking in must have been a real package! Nothing stopping him from becoming a Diamond... :rolleyes: and more laughs from the faux Diamond, shall we call her a HHonors CZ member? Thanks for sharing!

I love the DT at SFO too! The only good thing about the ES is that they don't charge for parking and their lot is just across the street from the DT. Actually, the last time I was at this hotel I arrived at ~12am and checked out at ~6am and didn't see the parking kiosk being used. Do they still use it? I assume so...


Oh -- and a big ^ ^ ^ to you for pleasantly dealing with the annoying twits in line.

I am not sure what was up with the parking situation. When we drove in that night, the gates were down, but upon pulling up to them, they opened, without having to take a parking ticket.

The following morning, when leaving (about 8:00 AM) the parking kiosk was staffed, but when I told them that I had not been able to get a ticket the prior night, they just opened the gate, and out we went. Perhaps it was because it was a weekend.

Seemed like a silly place to charge for parking. It's not like this place was downtown or anything....

What kind of breakfast is provided to Golds at the Doubletree SFO? Thinking of staying here instead of the Staybridge that I am booked into at present.

The following morning, when leaving (about 8:00 AM) the parking kiosk was staffed, but when I told them that I had not been able to get a ticket the prior night, they just opened the gate, and out we went. Perhaps it was because it was a weekend.

Seemed like a silly place to charge for parking. It's not like this place was downtown or anything....I always park at the ES and walk across the street. It's much easier than dealing with them about parking. When I checked out on my last stay there was a man in another line at the desk who, similar to the story above, did not have a parking ticket. The folks at the parking booth would not let him out without one. I have no idea what happened.


What kind of breakfast is provided to Golds at the Doubletree SFO? Thinking of staying here instead of the Staybridge that I am booked into at present.I assume Golds get the same as Diamonds, the buffet It's not too bad, a good sampling of breads, fruit, etc. and some hot stuff (eggs, bacon, etc.) in warming trays. The buffet also includes coffee or tea. What is NOT included is any form of juice, one glass of which will set you back $3.50 or so. It's not fresh squeezed. It tastes like Tropicana not from concentrate.

Thanks for the answer. Like the fitness room comments above as well ^

Don't mind paying a bit more for better service and better facilities.

This is a report how a hotel does its best to make you quit in middle of stay and never return (at leat in my opinion).
I made a reservation for 4 nites in SFO Double-Tree on the hhonors.com. Arrived with my wife in the evening.

The checkin agent notice the car keys in my hand and notifies me that there is additional $13 a day for parking. I told her I did not notice this on the website, but looked at my resrvation print and it did say so. I told her this is rediculous, you are not in downtown SF, you are in middle of nowhere south of SFO - if you charge me this, I'm checking out tomorrow. She agreed to waive the charge. By the way - the booth to parking area in not manned.

Next she gives me 4 breakfast coupons (probably for Diamond). I tell her I need 8 for me and my wife. But she claimed I specified 1 person in resrvation. Even that it is same price for 1 or 2 people she cant give me another 4, I have to talk to mgr tomorrow. Later I found another 4 waiting in room.

I ask her abt fast internet, it is $10 per day in room. I ask if free wireless in public area, she says no - but you can connect your laptop for free in biz center. The biz center is size of airliner toilet! and of course no way to connect a laptop. I take laptop back to my room. Later goes again to biz center - now my card key does not let me in. Go to reception, wait, she gives me another card, go back to biz center - still cant enter. Go back to receprion, wait, she calls the engineer, I wait 5 minutes and he lets me in (he says it is a known!! problem). Biz center has an old Gateway PC that hardly works. I try to print something - no paper in printer, no paper on shelf. I know if I get out I need the engineer again to get back in....

I had it with them, and notify the reception that we will checkout in morning.

My decision to leave proved correct at breakfast (buffet breakfast, not cook to order). Only water is free, juice (any juice) cost $2.50 (I think).

We check out. My invoice has $13 charge for parking. Of course the booth is not manned, i.e. no security for parking lot - they charge $13 for open parking.

I think you are way overdoing it. They agreed to waive the parking for you, which was definitely above and beyond, considering it was right there on your confirmation. Charging for wi-fi is common, and it's an airport hotel. I'm not surprised the biz center was small. If you want better services, pay the lousy $10. And I'm not sure what you wanted in terms of breakfast. It's not a Four Seasons, it's an airport hotel, where most people stay just long enough to catch their flight the next morning. Cheese omelets with truffles probably aren't on the menu here. Other than a minor problem getting into the business center, I'm not sure what you are complaining about, particularly since they gave you a $13 bonus in terms of parking. Just enjoy your Doubletree cookie and be glad they didn't charge you more for the wi-fi.

Mike

I always enjoys my stays at this property and treat the charges that you mention as a typical part of business travel, albeit frustrating in this time of cheap wifi. I usually get upgraded, the rates are usually budget friendly, they have a decent bar, and the breakfast is better than most.

I just stayed at the Larkspur Landing in South SF (5min drive from rental facilities of SFO to Hotel), and it was probably the best hotel that I have ever stayed in. Seriously... better than any 4* Marriotts or 4*Sophitels (excluding the decor, of course).

You can look at my review at betterbidding.com if you have access. http://www.betterbidding.com/index.php?act=ST&f=421&t=593&

Bed was extrememly comfortable. Free wired highspeed in-room access. Incredible Free continental breakfast. DVD player in the room. Free parking.

I got it through priceline for 33$/week, but I've read that people have got it for 32$/weekend night. I thought that the website prices were comparable to other 2.5* in the area. I would even consider booking directly next time because I enjoyed it so much.

I thought the buffet was quite nice and generous here and yes, internet is often charged for. Didn't deal with the parking issue but would find it annoying.

It is not uncommon for airport hotels to charge for parking to prevent locals from parking there for free while they are away. Kinda defeats the purpose if you don't staff the booth, but I suppose the booth itself warns locals away to some degree.

I see several things in your post that would be annoying but nothing that would cause me to walk. It's probably just me, but I'd hate to be around you when things really go wrong.

I stayed at this property for a number of weeks this year and will be going back .. as a Diamond I was treated very very well and had no complaints to speak to ... parking - live with it or park across the street and the Embassy Suites and walk :) ... and yes the booth is manned -- but not 24 hours a day ... such is life ...

--

PB - Enjoyer of fine bulkhead seats everywhere

I stayed at the DT once and will not go back. The HGI just down the street is much nicer and treats golds well, free breakfast (pay difference for hot, no menu just tell them what you want) free interent, free parking, $5 pantry coupon. Only problem is they share same shuttle and the HGI is usally the last stop after DT, ES, Ramada I think.

I try to print something - no paper in printer...

Oh... my... GOD. Must have been hell on earth for you. These monsters shouldn't be allowed to get away with it. :rolleyes:

You didn't mention stepping in gum in the parking lot. Did you step in gum in the parking lot? Boy, I'd walk.

I stayed @ SFO Doubletree last month for one night on a PL stay ~ $55.

Waited awhile for the airport shuttle, but that property shares the shuttle with a few other hotels nearby (common practice @ SFO).

The first room was OK but we wanted 1 King, not 2 Doubles so I went down to ask about switching. Plus it overlooked the dumpster & I didn't want that kind of wake up call.

The Front Desk Manager (Sat night) was really helpful, even with a big event going on & two airline crews checking in & him manning the desk by himself. I asked if there was anything else he could offer us -- esp since we had two HHonors Gold Cards (doesn't that make a Diamond?). He laughed & gave us a much nicer room in terms of decor & size. The bed was more like the Westin Heavenly Bed. I didn't recall the bed in the 1st room looking so comfy.

Breakfast was the typical Hilton buffet. Scrambled eggs, pancakes, bagels, cold cereal, etc. Yoplait yogurt! I mention as it's my favorite & I'm always very happy to see it. We were given breakfast coupons which covered our meals & I think the tea we had. However, the manager may have thrown those in because I am so cute :D and not because of the H-Gold and surely not for the PL rate.

Overall, it was a decent stay for us, breaking up a IAD-SFO-KIX mileage run. Though I may not have been so up on the place if we had kept the original room.

Both Hilton Garden Inn SFO locations are great.
And, neither charges for parking.
(One is across the parking lot from the aformentioned Larkspur)

Both Hilton Garden Inn SFO locations are great.
And, neither charges for parking.
(One is across the parking lot from the aformentioned Larkspur)

I think across the street is a Embassy Suites which has free parking

I stayed here due to missed flight and it cost $79. When I got there I was not really impressed. However, they did make me feel good and extended all courtesies. I could not imagine wanting to take my wife here for several days though? Might the root of your problem be that upon arriving you discovered you made a bad choice? It's easy to do in the SF area. I doubt the hotel is that bad?

Mrs FlyerJon stayed there last week. The only problem she told me about - hotel's internet service has a firewall that prevented her accessing her company's VPN portal. Anybody know if this is correct? If so, any solution (other than moving hotel, well, not physically moving hotel)?

Thanks in advance
FJ

I'm going to be at this hotel on a Priceline stay. Can I expect to receive breakfast and/or an upgrade as a Gold member or am I out of luck since I used Priceline?

I'm going to be at this hotel on a Priceline stay. Can I expect to receive breakfast and/or an upgrade as a Gold member or am I out of luck since I used Priceline?
Unless you get a clueless front desk clerk you are out of luck.

I arrived last night at about 7:00 to a dark hotel. It wasn't the hotel's fault, as there was a sizeable power outage. After a quick ride up the other direction to grab a bite to eat where the power was still on, I returned to the hotel (calling to see if there was power first).

First room. 8th (top) floor, the wind was howling not only outside but through the window into the room, along with the associated water, in a flooded windowsill. I called downstairs, and she changed the room (2 doors down, I asked if this room would have the same issues - she said no.) Well, the room howled, but I couldn't feel the wind coming through. I turned the heat on. After a while, I went to make sure the window was closed. Yes, closed and locked, but the window frame was pooled with water, and the sill was full to the top with water. Heat on not such a good idea, methought, because it was right under the window.

From about 1am on, the howling and sound of pouring water meant a fitful night of passing snoozes. Yes, loud pouring water sounds, frequently, along with a windtunnel of noise all night.

Upon checkout, I told the clerk. He said he'd write a note (in a non-apologetic tone). I said a note doesn't really cut it, as I didn't sleep. He said "call the manager". He gave me a generic hotel card w/no name. I asked him to write the name down. He begrudingly did. All in all, a wholly unsatisfactory night, and by the time it was really obvious that there would be no more real sleep (about 1:30am), moving would have been an exercise in futility due to a 445a wake up call.

Hopefully, the business class seat on Lan will provide more sleep tonight than the Doubletree SFO room did last night.

The howling wind and rain beating on the window woke me up several times at home too--and my windows are double glazed. Tree branches were down all around the City as I was driving to work today and Bart had similar problems with tree limbs on the tracks. It was bad out there last night and in the wee hours of the morning no matter where you were sleeping in the Bay Area.

I hope your flight got out on time. People I knew who flew in last night and this morning said it was very rough out there.

I also had loud rain and wind noises at home, about 10 miles north of SFO and woke up this morning to see that the power had been out some time during the night.

Unfortunately, some of this, there's not much the hotel can do about.

Well, the rude or indifferent front desk staff, I bet they can (and should) do something about. But not the weather...

I also had loud rain and wind noises at home, about 10 miles north of SFO and woke up this morning to see that the power had been out some time during the night.

Unfortunately, some of this, there's not much the hotel can do about.

Well, the rude or indifferent front desk staff, I bet they can (and should) do something about. But not the weather...

No, but water pouring into the room, and 2 of them no less, is a problem they could do something about.

Sorry to hear of you negative experience with this property - I have used it for some years and the staff has always been good, and the one time I had a gripe I wrote it up - and received a letter of thanks and free dinner coupons.

It sounds like this time it might have been better to request a room on the opposite side of the building when they offered to move you. The building is not the newest, and I can imagine the glazing and window construction may not be up to a big storm with direct winds. Perhaps the staff had also been up all night dealing with affected travelers and aircrew, since this is also an air crew layover hotel, and you didn't catch them at their best.

I'm not trying to apologize for them, merely pointing out I have had pretty positive treatment over the years - and when I had an issue, they appreciated a reasoned letter and recovered nicely. ¡Buen viaje!

Ive stayed at this property also, I believe four times this past year. No major problems with any of the stays. Only gripes were they are still charging for parking (as of may) which is redicioulous for an airport hotel thats four miles from the airport, and the last time, I was put into a room which recieved a new matress. Evedently, the new matress left an eight inch gap between the box springs and the edge of the bed frame, which provided an intresting way of getting into bed. Other then that, this hotel was just fine....Sorry to hear about the windows....

I was at the Embassy Suites down the road a bit. We lost power too. I left a short time after it happened for a dinner at the Zuni Cafe. By the time I came back power was on. Really not a hotel issue, just some pretty damn high winds and an area power outage. I have to say I was impressed with the response at the Embassy Suites. They passed out glowsticks to guests and had candles in the lobby. Also they had enough emergency power for the door locks, elevators and a reasonable number of emergency lights. I thought they handled it extremely well in fact.