Starwood Preferred Guest - St Regis San Francisco: underwhelming pseudo-luxury with an attitude

Sorry for the long rant. Let me preface this by saying that I am a Starwood fan. I've just stayed at seven different Starwood properties in the last few weeks--in Ireland, Denmark, California, and Hawaii. I'm a mere Gold member, but I've always been treated extremely well, and go out of my way to stick to Starwood. I've "converted" friends and acquaintances to Starwood. However, I won't be going back to the St Regis San Francisco, ever.

I was very much looking forward to my stay at the St Regis, despite a number of fairly disappointing reviews on FlyerTalk. Having already stayed at the Westin St. Francis, the Westin Market Street, and the W, the St. Regis was naturally next on my list...

I used a SPG50 to book an Astor suite (https://www.starwoodhotels.com/preferredguest/property/rooms/room_class_detail.html?propertyID=1511&roomClassId=83100045) for one night (approx. $600 with the discount, goes for $1,200 rack rate.)

A few days before my arrival, I received a personal email from the Guest Historian (whoever that is.) Nice, I thought--a personal touch. Only caveats: the hotel was expecting my arrival a day too early, and was asking me to communicate my arrival time and flight info, despite the fact that they were already specified in my reservation. Not a big deal overall, except that I freaked out for a minute, wondering if I had booked my stay on the wrong date. I checked my reservation, which turned out to be correct, and pointed out to the hotel that they were confused. They apologized for the "confusion and inconvenience." :rolleyes:

Upon check-in I got a suite on the 9th floor, despite my request for a high floor in my reservation. Overall, the suite was nice, but a bit underwhelming. Alright, I'll admit that I am spoiled, but then again anyone who stays at the St Regis probably is too, and maybe more than I am. I found the walls to be a bit bare, the layout a bit curious, and the bathroom pretty unexciting. I've seen much nicer suites at Westins, Ws, and even Sheratons abroad. The electric drapes are a nice touch, as should be the electronic room controls/touch panels. Too bad the music option on the touch panel just tunes to radio stations and reception is just pathetic. I just could not find one channel that played correctly. Forget about stereo.

Turn-down service brings ice, but nothing fancy otherwise--I've had fruit baskets or other amenities in similar upper-scale places.

The hotel has a collection of DVDs so I called the "St. Regis butler" to get the list. It probably took them 10 minutes to bring it up and they had me call back to choose my DVDs. I did call back. Only to receive another call minutes later--basically the concierge has the DVDs, and guess what, the butler cannot talk to the concierge, so the concierge was calling back to have me repeat my selection. Err, right, no big deal, but how's that for top-notch service?

I walked down to the lobby to check out the gorgeous design and make a few pictures as I always do. As a Starwood fan, I like to make pictures of the rooms and lobbies, and it had never bothered anyone before. Except at the St Regis, of course. Some guy came to tell me that I wasn't welcome to make pictures of the lobby and of other guests. Other guests? Right, I challenge them to prove that I made a picture of any other guest. I asked the guy who he was, and he said security. I said, politely but firmly, that I was a guest of the hotel and expected to be left alone. Minutes later, another guy showed up, and came to shake my hand. It wasn't to welcome me at the hotel. No, he introduced himself as the manager on duty and told me in no uncertain terms that I couldn't take pictures and that I had to "cease and desist." He generously added that he could ask me to relinquish my pictures or confiscate my camera but wouldn't do so. Still polite, but in a tone that left no room for doubt, I replied this wasn't the kind of treatment that I expected at a flagship Starwood hotel, and that there's no way he'd confiscate anything anyway. He went on to comment about the "beautiful design" and how I wasn't allowed to make pictures without prior authorization. For the record, I was making pictures for my own usage with my small point and shoot digital camera... maybe the dude thought I was about to make fortunes with that :rolleyes: He added that this was the policy, and that of course, he'd be willing to revisit it but that for now I had to comply. We discussed the matter in a heated way for a few more minutes and then he left. At that point I realized that I didn't know who he was so I went to the front desk and had him called back. Of course, he was much slower to show up this time around. I asked for his business card, and.... rotfl... he was the housekeeping manager. I see--the housekeeping manager asks me to cease and desist and has the power to change the hotel policy regarding pictures. What a joke. I told him I'd follow-up with Starwood, which he did not appreciate, and he left and slammed the door. Great manners all around at the St Regis San Francisco!

This interaction really ruined my stay. I was already disappointed with the hotel, but at that point I was frankly angry and frustrated.

I checked out the next morning, and wasn't even asked how my stay went. No biggie.

Think I was done with the St Regis? No! Three days later, my cell phone rings. Hidden number and voice mail. It was the St Regis concierge. I supposedly hadn't returned the DVDs that I had borrowed, so he was giving me a courtesy call before he'd charge me! :rolleyes: Right, of course. First time I'm accused of stealing, and that's from a luxury hotel. Way to go. I called back and told the guy that the DVDs were in an obvious location--on top of the DVD list, next to the flat screen in the living room. Apparently, I was expected to bring them back to the concierge myself. So much for service. The guy said he'd check, and hoped they were still there (after two days?? Don't they clean the rooms sometimes? I should ask my friend the housekeeping manager maybe!) He added that they had already argued with guests about DVDs before... amazing. Needless to say, I didn't hear back from anyone, and carefully check my credit card statement. I guess the DVDs have just turned up.

Disappointing hotel, lame staff, poor manners, weak organization, lack of respect for customers. That's the overall picture at the St Regis San Francisco. The service is legendary indeed--everyone talks about it, no one has ever experienced it.

I'm going to write to Starwood to express my disappointment. And to be clear, I'm not seeking compensation or anything. I just happen to believe that being harrassed by security, lectured by a housekeeping manager, and accused of stealing by the concierge in a luxury hotel where I booked the second largest suite is a bit tough to swallow. If anyone knows whom I should write, I'd appreciate any suggestions. Thanks for reading and letting me vent :)

sounds like a pretty poor stay when it comes to customer service. i know that the st. regis brand really takes particular pride in its customer service. i am anxious to hear what they say in response to your letter.

regarding the photo taking issue, you certainly should be able to take pictures of a hotel in which you were a guest. it's part of your scrap book. that's a joke. and, it seems as if the service fell a bit short overall.

aside from the customer service and other issues you pointed out, how was the bed, the gym, the restaurant, etc.?

keep us updated. thanks.

Did you take pictures of your room and other parts of the hotel. AS FCTSTY's asks, other than what you've written how was the stay, room, gym, room service, view, etc?

As a new platinum, I've never used the butler service, is there a reason that the butler and concierge are prohibited from communicating? :confused::confused::confused:

As a person who takes pictures of each hotel stay, I would be pissed that someone told me I couldn't take pictures.

Definitely contact corporate customer service.

i know that the st. regis brand sends some of its "best and brightest" concierges, butlers, waiters, managers, etc. to train staff at new hotels.

the st. regis NYC staff, for example, regularly go to other properties for months at a time to train staff. so, i am surprised that the service was so poor. definitely contact customer care, as i said earlier. not being able to take pictures is a joke.

however, it isn't all that unusual that the MOD (manager on duty) was the housekeeping manager. the front office manager is allowed some time off, ya know. ;) moreover, the housekeeping manager could have been at one time the front office manager. a very good friend of mine is a senior manager at a high-end NYC non-starwood property. he spent time in both capacities before becoming the #2 at his current hotel. its common for hotel managers to rotate through many departments before becoming GM.

Sorry to hear about your experience, i havent been to that property in a while, but never had anything like that. The photo incident alone would have ruined the stay, at least you found some humor in it! I've always had good luck with Starwood taking care of these kinds of complaints, particularly where they involve a huge service lapse by a person you can id by name. The housekeeping manager telling you to cease and desist in the lobby... that's a good one. You should have replied back "I hate to pull rank on you, but I am with the mattress police and your mattresses don't have any tags..."

Wow, I'm very surprised to hear about your experience.

I'm not sure if my Platinum status made a difference, but when I stayed, I was given a choice of a suite with 1 bed or a grand deluxe with 2 beds on the top floor. The check in staff could not have been friendlier. After check in, she escorted me to my room. My friend was equally surprised and commented on my Platinum VIP treatment :D (And thus was able to convert another SPG :D)

I thought the room was nice with a nice bathroom and a cool tv mirror feature. This particular St Regis has a minimalist modern touch.

I ran into a couple of staff during my stay in the lobby. Surprisingly, they remembered my name and referred to me by Mr BlissWorld. When I asked for the location of the men's room, I was again, personally escorted (which was kind of weird).

For turn town, they sent up a couple of evian waters, a birthday cake (it was the weekend of my birthday), and a card personally written and signed by the general manager. It was great touch.

When I inquired about a 4PM late check out, the butler initially declined, but the front desk manager quickly called back and granted the late check out.

When I checked out, the front desk manager came out to say good bye.

Needless to say, I was extremely impressed and had been sending friends over to the St Regis.

Definitely write to corporate customer service and let us know what happens

Wow, I'm very surprised to hear about your experience.

I'm not sure if my Platinum status made a difference, but when I stayed, I was given a choice of a suite with 1 bed or a grand deluxe with 2 beds on the top floor. The check in staff could not have been friendlier. After check in, she escorted me to my room. My friend was equally surprised and commented on my Platinum VIP treatment :D (And thus was able to convert another SPG :D)

I thought the room was nice with a nice bathroom and a cool tv mirror feature. This particular St Regis has a minimalist modern touch.

I ran into a couple of staff during my stay in the lobby. Surprisingly, they remembered my name and referred to me by Mr BlissWorld. When I asked for the location of the men's room, I was again, personally escorted (which was kind of weird).

For turn town, they sent up a couple of evian waters, a birthday cake (it was the weekend of my birthday), and a card personally written and signed by the general manager. It was great touch.

When I inquired about a 4PM late check out, the butler initially declined, but the front desk manager quickly called back and granted the late check out.

When I checked out, the front desk manager came out to say good bye.

Needless to say, I was extremely impressed and had been sending friends over to the St Regis.

Definitely write to corporate customer service and let us know what happens


Good to see you got treated well. As a plat i stayed there last week and was given no upgrade, when I asked if there were any upgrades (politely and not at all in the tone i expected it) the lady said she already did upgrade me, to a higher floor... IMHO it wasnt really an upgrade and if it was not one i would ever pay for :P.. Wasnt overly rude, but certainly wasnt overly nice either.. never been upgraded to a suite at SPG.. so maybe i just have bad luck :)

Some guy came to tell me that I wasn't welcome to make pictures of the lobby and of other guests. <snip> ...introduced himself as the manager on duty and told me in no uncertain terms that I couldn't take pictures and that I had to "cease and desist." He generously added that he could ask me to relinquish my pictures or confiscate my camera but wouldn't do so. Still polite, but in a tone that left no room for doubt, I replied this wasn't the kind of treatment that I expected at a flagship Starwood hotel, and that there's no way he'd confiscate anything anyway. He went on to comment about the "beautiful design" and how I wasn't allowed to make pictures without prior authorization.

I do have respect for this policy at a hotel such as the St. Regis. Even though you may not have been taking photos of guests, I'm assuming there were guests in the lobby and they had no way of knowing that. A hotel such as the St. Regis has a client base that includes celebrities and politicians and the like and keeping them includes making sure they will be free of unwanted attention, including photos that could turn up who-knows-where. That the hotel would allow photos with prior authorization sounds reasonable.

Thanks for the replies all!

fly co to see the yanks and Cheap Elite : as I said, I thought my suite to be a bit disappointing. I wouldn't pay $600 for that again, and certainly not the rack rate :) The downtown view from the corner living room is nice. In fact, it's probably gorgeous from the top, unfortunately I was stuck on the 9th floor. From the bedroom however you basically look into a condominium building, which isn't too thrilling (and worse for folks who live over there.) Fortunately the lack of floor to ceiling windows in the bedroom mitigates the lack of view. The bed was just fine; inline with the Starwood standards. No complaints there whatsoever. I stopped by the restaurant but it was almost 10pm on a Sunday night so it was closed. Never mind, this was after the picture incident and I wasn't excited about spending any more money at this place. I didn't try the gym but I checked out the pool and it is a nice infinity pool. I couldn't see changing rooms though, but maybe I just didn't look closely enough.

Clearly, the building is a nice, the location very good, and the lobby design gorgeous. I just found the suite to be underwhelming. I've stayed in nicer suites for less (in the US--not even talking about Asia.)

Cheap Elite: no clue why the butler and the concierge wouldn't communicate. I didn't ask. The entire experience was just weird. Multiple calls and almost half an hour total to get two DVDs :confused: I guess I wouldn't care if this place wasn't supposedly offering the best service in town, more or less.

fly co to see the yanks: thanks for the clarification regarding manager roles and rotations. At the end of the day, I don't really care who's the manager on duty. It was just weird (and grossly inappropriate) to hear this supposedly big guy lecturing me in public and telling me how he made policies just to find out later that he was just the housekeeping manager! And slamming the door at the St Regis? Come on. Last time a housekeeping manager chastised me in public, I think it was my mom, and that was probably because I had been too lazy to make my bed ;) She was right, though. :)

BlissWorld: well, as they say, YMMV. I'm glad you had a better experience. Your Plat status probably did help, but it shouldn't matter much anyway at the St Regis. I wasn't asking for an upgrade, nor was I expecting cake or a card. I had already booked one of the nicer suites anyway. I'm an SPG elite, and even no-status customers should be treated with respect. My checkin experience was pleasant. Other than that, I wasn't escorted anywhere (not that I care) and it's the first time in my life that I manage to have poor interactions with the staff pre-checkin, during the stay, and post check-out. I'll definitely write and let you know what I hear. In the mean time, I'll tell my friends and coworkers to stay away from this property.

I do have respect for this policy at a hotel such as the St. Regis. Even though you may not have been taking photos of guests, I'm assuming there were guests in the lobby and they had no way of knowing that. A hotel such as the St. Regis has a client base that includes celebrities and politicians and the like and keeping them includes making sure they will be free of unwanted attention, including photos that could turn up who-knows-where. That the hotel would allow photos with prior authorization sounds reasonable.

I hear you. But the policy is one thing, the staff's manners another. This was just one more incident during this stay. (And for the record the lobby was virtually empty, and I was really focusing on the design and furniture.)

I'm not sure if my Platinum status made a difference, but when I stayed, I was given a choice of a suite with 1 bed or a grand deluxe with 2 beds on the top floor. The check in staff could not have been friendlier. After check in, she escorted me to my room. My friend was equally surprised and commented on my Platinum VIP treatment :D (And thus was able to convert another SPG :D)



Unfortunately, not everyone is Mr. BlissWorld. :rolleyes: :D

The picture taking issue surprises me. It's a hotel lobby, not a museum. If you can't take pictures, where were the signs? How would one know one should not take any pictures other than some high on power security guy and MOD telling you so? grrrrrrr.

I think that's one for corporate customer service to follow-up.

Unfortunately, not everyone is Mr. BlissWorld. :rolleyes: :D

The picture taking issue surprises me. It's a hotel lobby, not a museum. If you can't take pictures, where were the signs? How would one know one should not take any pictures other than some high on power security guy and MOD telling you so? grrrrrrr.

I think that's one for corporate customer service to follow-up.

As I post tons of pictures of my hotel stays, when I take pictures of the "public spaces" I do so late at night or early in the AM when nobody is out and about, since my pics are about the hotel, not the people.

I sounds as though the manager had a 'tude, so it probably wasn't what he said but how he said it.

I was in San Francisco this past weekend (:cool:) and stayed at the Westin Market Street. I headed over to the W to take some photos of the lobby and tried to do the same at the St. Regis but I was chased out by "security." :mad:

I am sorry to hear that... When I start reading, I thought that was a security issue. The St Regis building shares the museum and I found there were securities everywhere in the building. So I guessed all those securities followed the museum building code and an unnecessary regulation was going on even at the hotel section... But after I finished reading, I found issues came from the hotel management. I hope you will get feedback from customer service soon.

It sucks not to be able to take pictures when that's what your're used to doing. However I stand by the hotel on that one. I used to work as security for a high rise in downtown LA years ago while I was going through college. If anyone came by or in the building taking pictures they were asked to forfiet the film or show us as they delete the photos of the building. The reasoning behind this is that the hotel or security doesn't know who you are (don't expect them to) and doesn't know what you're going to use the pictures for. You do have to have specific permission (atleast here in california) to take pictures of buildings either inside or out. Like I said the hotel doesn't knwo who you are or what you're using the photos for. As far as they know you could be someone using the photos to create an advertisment or something of the sort. That's why that policy is in place.

....You do have to have specific permission (atleast here in california) to take pictures of buildings either inside or out....

:confused:

According to whom? Are you trying to say that there is some law in California that requires you to ask permission to take pictures of the OUTSIDE of a building?

I very much doubt that. (But feel free to support your argument with an appropriate legal citation. ;) )

To the OP: I wonder if you were treated so coldly precisely because you are not a celebrity or VIP of some sort; is it the case that some luxury hotels are purposefully snobbish in this respect? (My apologies if you actually are a celeb/VIP!)

:confused:

To the OP: I wonder if you were treated so coldly precisely because you are not a celebrity or VIP of some sort; is it the case that some luxury hotels are purposefully snobbish in this respect? (My apologies if you actually are a celeb/VIP!)

Haha, of course I'm a VIP! :D Come on, I'm Pat+ on FlyerTalk :p

Frankly I didn't even feel like anyone was especially snobbish (except for the security guy and the housekeeping manager, maybe.) It seemed to me that service was just a complete mess--or at least it was last week when I stayed there. Mixing up arrival dates, not being able to take a simple DVD order, and calling me back because housekeeping couldn't find said DVDs on the TV stand is not being snobbish--it's being unable to run a business. Sure, had I been a celeb, maybe they would have pulled their act together. Maybe.

For the record, I've been treated almost like a celeb at other (real) luxury hotels. There's places that make you feel they value your business, no matter who you are. The George V in Paris comes to my mind--perfect service all around. (Not to say that celebs aren't treated any better, of course, but at some point the bar is already so high, that it doesn't really matter anymore to me.)

As for a CA law on taking pictures outside, I don't believe it either, and I'd be interested in reading supporting documentation. (Although I believe government/army buildings are an exception, and I respect that.) I don't think confiscating film is legal either. The fact that security companies operate in a certain way is definitely no indication that they abide by the law.

Overall, the suite was nice, but a bit underwhelming. ... I found the walls to be a bit bare, the layout a bit curious, and the bathroom pretty unexciting. ... The electric drapes are a nice touch...

This is the suite I was upgraded to on an award stay shortly after the hotel opened. Curious if they “fixed” the motorized blinds in the small, small, small, bedroom. During my stay all 4 blinds operated in tandem, so it was not possible to lower the 2 blinds with the view of the condo directly across the street and keep the other 2 open.

What is disturbing to me is not so much the photography policy (probably well-justified at a luxury property which has at least a tacit air of privacy about it) as the fact that, in their zeal to exercise their "security duties" the staff and the MOD committed the unpardonable sin of forgetting that the OP was ALSO an honored guest of their hotel.

It should be the paramount concern of the staff of a hotel that aspires to true five-star service levels to BALANCE the needs and desires of different guests.

Why was the OP not greeted in a manner that would have gently yet clearly underscored why the hotel was protective of its guest environment, and more importantly, why was the OP's interest in the hotel design not accomodated in some other way (that would maintain guest privacy)?

For example, if the MOD had been more interested in pleasing his customer than in going on what sounds like a power trip, he would have discerned that the guest was genuinely interested in the design facets of the hotel. The MOD could have offered to provide brochures on the design; maybe even offered to take a discreet photo or two with the OP's camera, in order to personalize the guest's visit to the hotel, while still accomplishing the hotel's overall goal of minimizing uncontrolled open photography.

To me, five-star service is about figuring out how to accomodate guest requests without breaking basic hotel rules or without generating undue monetary cost to the hotel. The St. Regis staff that the OP came in contact with fell far, far short of that standard - they didn't even try to find a middle ground.

I've stayed here twice in the last year (the last time was this Wedsnesday) and have loved it - it's definitely my favorite Starwood in SFO. Both times have been upgraded to Metropolitan Suite- love the decor, bathroom, etc. Staff has been extremely friendly, helpful, and solicitous.
Only problem was a 5 minute wait to check out on Thursday because the NY Yankees were all lined up to check out, one by one, after staying there for their series with Oakland! Concierges pitched in to help with checkouts.

I don't think i would feel comfortable staying at a hotel which claims to want to confiscate my camera. As for taking photos when other guests are around. Most people wouldn't care unless you are really taking their photo without their knowledge.

I would have just let the guy do what he wants. If he takes my camera, the hotel compensates with a new camera plus damages. Pure and simple. :D If the individual property doesn't, just charge it to spg if you booked it with them.

...I used to work as security for a high rise in downtown LA years ago while I was going through college. If anyone came by or in the building taking pictures they were asked to forfiet the film or show us as they delete the photos of the building. The reasoning behind this is that the hotel or security doesn't know who you are (don't expect them to) and doesn't know what you're going to use the pictures for. You do have to have specific permission (atleast here in california) to take pictures of buildings either inside or out. ....

This is not correct. I have the right to take pictures of the exterior of any building I wish without restriction (except certain government installations, where posted) - actually, the law protects my right to take photos.

Now, a private entity can restrict my right to take photos while on or within their premises. They can prevent all photography, or just restrict it in some way, like a no flash rule.

I was stopped while taking photos at the Moana Surfrider - I was told that I could take photos if I was a registered guest, but could not if I was just an average Joe off the street. Translation: the guard could exert his 'authoritah' without recourse if I wasn't staying there, but as a guest, I had an avenue of action against him, so he "permitted" the photos.

You do have to have specific permission (atleast here in california) to take pictures of buildings either inside or out. Like I said the hotel doesn't knwo who you are or what you're using the photos for.

I am unaware of any law in California that prohibits taking pictures outside a building (unless perhaps you are using a zoom to look in someone's apartment or office). People take pictures of the skyline and buildings all the time. There is something known as the first amendment.

If you have details on this statute, I would be very interested.

Inside a building is a different story, but this treatment seems unwarranted, silly and would spoil a trip for the average tourist who wants to take a picture of the inside of their hotel. I know I have taken pictures inside of hotels in countries around the world (and many Starwoods)--including in countries with repressive governments and policies--and never had a problem. Photos of my trip, including, in particular the hotel, are part of my trip experience and memories, as I am sure they are to others. Yes, if I were photographing other guests, especially celebrities, I could see being asked not to do it, but that is about as far as a hotel should go—and it must be done with extreme politeness.

The other aspects of the service, or actual lack thereof, show complete contempt for its “guests”.

I would hope that some FlyerTalker who is considering staying there would contact the GM prior to a stay, bring his/her attention to these issues with the service and ask for assurances that service would be better and that photos could be taken. If not, I would NO THANKS and let us all know.