Originally Posted by orbitmic

Yet another stay at this hotel - my 6th or 7th I can't remember, and it comes with mixed feelings.

Booked a Signature Bayview tower room for 3 nights with a special fare which included various perks including breakfast, room credit, and upgrade subject to availability.

I checked in quite late (as per the ETA I indicated). Receptionist was friendly. When I enquired about the upgrade, I was told that no suite was available tonight but may be later so the receptionist would put a note in the booking and I should check the next morning around 11 as that is the time when most people check out. I was told that in the meantime, since upgrade was not available, I had been put on the top floor. I was told that the inclusive breakfast represented value of $90 per room in the restaurant or room service. I was thanked for being a platinum member and given a drink voucher for 1 and handed my key.

The platinum amenity was waiting for me in the room, a bottle of Evian, and a small box of chocolate. Not particularly impressive. The room itself was as I remember. Nothing special with the decor or anything, but remarkable panoramic views of the Bay which I love. The bathroom has separate (standard US) bathtub and shower. Products are still Lab rose but in large containers (yikes).

Next morning, I woke up early as predictable with jetlag. The $90 credit got me exactly one egg benedict, one avocado toast and a glass of (not fresh squeezed) juice. Honestly, if it was not included, I would never pay that sort of money for that sort of food, and to make things worse, the egg Benedict was frankly mediocre at best (dry English muffin, wafer thin supermarket style ham, not enough hollandaise. Only the poached eggs were well cooked). The avocado toast was a bit better without being spectacular in any way.

After a brisk morning walk, I came back to reception around 11 to see if as mentioned the evening before, I was able to get my upgrade wondering what type of room I'd be offered and whether I'd take it (I didn't really want to lose nice views altogether). After a longish queue (peak check out time indeed, and the priority Accor counter didn't work as priority at all), I finally got to speak to one of the reception agents. When I explained why I was there, he looked at me like I was a smart Alec trying my luck and told me that I was already in the highest room category so he wasn't sure what I wanted to be upgraded into. I patiently explained that his colleague the evening before was the one telling me that she was trying to upgrade me to a suite but none was available for that night but should be the next day so I should check at reception and she would leave a note. He answered that they can't upgrade people from rooms to suite, hinting quite unsubtly that I was making his colleague's words up (I was not. She said all the things I mention above).

At that stage I wasn't entirely sure what to do so wrote to my TA (whom I know had also requested the upgrade based on the rate perks, as well as communicated my plat number. I knew suites were available (the receptionist made no mystery of it) so I was left wondering if both my TA and the reception lady who checked me in were incompetent (I know some hotels do exclude upgrades into suites) or if the reception guy I spoke to on days 2 was the one making things up and finding excuses not to give me the upgrade I was supposed to get on two different grounds! The TA replied that they believe I should get the upgrade and wrote to their contacts and I am waiting to see if I end up getting any resolution or at least message before I leave.

Meanwhile, used used the drink voucher to get a nice cocktail, and used some of my credit for room service dinner. basic cheeseburger is listed at $32, which means that once you factor in tray charge, their compulstory 20% service and tax, the bill goes up to over $52 (yes, that is just for the cheeseburger and fries - no extras as bacon or avocado would result in over $10 more to the final bill or over $20 for both, no dessert, no drink, etc. Just the burger with fries. It is, for all practical purposes, a very basic cheeseburger. Patty is not only unremarkable but cam a tough dark grey whilst I had asked for mine to be rare. There is a salad leaf, slice of tomato and some raw red onion. Not even a pickle. Fries are the standard McDonald's frozen fries type - surely, in this day and age, a luxury hotel restaurant could have the basic dedication to cook fresh fries? In short, whilst it wasn't atrocious, it really wasn't g.oing beyond a standard diner burger.

So, where does it leave us? I like this hotel because of its nice location and great views from some of the rooms. Both things are still a great attraction so I can certainly see myself returning for the same. Having said that, I just think that the hotel is adding very little value, as well as 0 without wishing to come across as DYKWIA - showing very little interest in a multi-repeat customer with relatively high (only platinum, not diamond but still) status. I frequently book those rates with upgrades as a perk, andi I find it rather sad that it has been taken far more seriously in most hotels - including in San Francisco - where I have exactly zero status than in this one where even my status alone should have been enough to be considered for an upgrade. I fully acknowledge that upgrades are never guaranteed, but here, I don't really appreciate the contradictory messages and being told on day 1 that they would have upgraded me but suites were not available so I should check the next day... to then be told suites are available but I'm not eligible to be upgraded into one. So I guess next time, I might end up coming back but will certainly check out what the competition is offering first, and if they do better, I may well pick somewhere else over the Fairmont.

As an aside, I'm a bit sad to see what Central San Francisco is becoming. Siuch a great city but looking really depressing and even a bit rough these days. Endless shops have closed down (Nordstrom, Barneys, the higher end bargain shops such as Saks off 5th and Nordstrom Rack, the big players like Gap and H&M, etc), there are "retail opportunity" signs in front of empty shops everywhere, great numbers of homeless people, Market street and Union square looking like shadows of their former selves etc. I really hope this unique and fabulous city picks up before too long as one really feels a bit saddened by how it seems to have evolved in the past few years.