I am writing this quick report from the Four Points Sheraton SFO Airport, where I arrived with my family (wife and two small kids) last night. I was looking forward to an uneventful, pleasant stay, but unfortunately I have been very disappointed. Quick summary:

Airport shuttle runs only once every 30 minutes. We missed the 8:15pm by 5 minutes, and had to wait 25 minutes for the next. Not a biggie, but several other hotel buses passed by two or three times while we waited for the Four Points shuttle.

Arrived at the hotel. Two small kids, lots of bags, but no help or offer of assistance of any kind. Struggled into the lobby with kids and multiple bags, but no help in sight. Agent at the check-in desk pretented not to notice we might need help.

No Platinum amenity offered at check-in.

All of the above we did not worry too much about, though. The room was nice, free high-speed internet. So we were not too bothered by the annoyances encountered thus far.

This morning is when things really took a turn for the worse. We ordered room-service breakfast. Boiled eggs (full boiled) and sausages, plus one full continental breakfast. So far so good.

Breakfast arrived. No boiled eggs, poached eggs. No juice with the continental breakfast. Two croissants instead of an "assorted bread basket". Still, no biggie. Innocent mistakes. We called room service. Here is how the conversation went:

Me: "Hi -- We wanted full boiled eggs, you sent poached. Can you have them replaced please?"

Room Service: "We don't do boiled eggs. They take too long. We told you you boiled eggs take long when you ordered"

Me: "I didn't say I had a problem with them taking long. I did not ask for poached eggs instead".

RS: "It'll take 40 minutes to do boiled eggs."

Me: "40 minutes? Why would it take 40 minutes to boil two eggs"?

RS: "That's how long it takes. You can speak to the cook if you like".

Me: "I don't want to speak to the cook. I want to speak to the manager".

RS: "I am the manager".

Me: "Well... That explains a lot. Why was there no juice either with the continental breakfast?"

RS: "You never said you wanted any juice"

Me: "But it is part of the continental breakfast description in the menu. You charged me for it, didn't you?"

RS: "What juice do you want"?

You get the drift....

I then called the front desk and asked to speak to the real manager. He/she apparently only comes in at about 9 or 10am. But the Front Desk sounded pretty concerned when they heard my problem, and lo and behold, 15 minutes later 2 nicely boiled eggs showed up at our door. Wonder what the cook would have to say about that? The person delivering it was nice, and said the breakfast was on the house. At least the front desk knows more about customer service than the room service "manager".


More later after I speak to the Manager after he/she comes in.