I stayed at the Hotel Adagio for 3 nights April 26-29,2013 to celebrate my birthday. This was the second part of my trip after spending 4 glorious days in Sonoma at the Sonoma Lodge Renaissance Resort & Spa. Needless to say my expectations were high when I booked a room at a hotel that is part of Marriott's Autograph Collection of boutique hotels. I should have known something was awry due to the deeply discounted rates. The hotel lobby has been nicely renovated but when I noticed that the cover on the control panel in the elevator was missing and replaced with duck tape I knew this was going to be a problematic experience. I'm a frequent Marriott customer and have acquired Platinum status. I'm aware that upgrades aren't guaranteed but I expect at least a step up from a standard room. Therefore, prior to arriving I requested a Grand Skyline room that includes a sofa. Upon my arrival, they acted as if they upgraded me by giving me a corner standard room. The decor needed improvement but more importantly, it was filthy. The counter in the bathroom still had traces of soap from the previous guest, there was mold on the caulking around the bath tub and the toilet seat was loose. I was running late for an engagement and planned to speak with a manager upon my return that evening. I returned to the hotel around 10:15 PM and wanted a cup of tea. Unfortunately, there was no coffee maker or cups to be found. I called the front desk to inquire about this oversight and was informed that the “coffee makers are not standard and must be requested upon check-in.” Well, it would have been nice to have been informed of this upon check-in. Therefore, I went to the dining area to get a carafe of hot water for my tea. Then I decided I wanted a bite to eat. I was informed by the front desk that the kitchen closed at 10. What?!.....at 10PM on a Friday night in San Francisco? That was ridiculous. When I asked to speak with a manager regarding the issues about my room I was told that there is no manager on staff until the next morning. When I called to speak with a manager @ 8:30 the next morning everything went from bad to worst. For the next 2 hours I tried to get in touch with a manager named "Erving" who mysteriously never showed up for work. Finally, I contacted the customer Platinum service line who transferred me to the Autograph Collection's customer service. I expressed my disdain for the conditions of the room to which I was given and he in turn contacted the hotel directly where he spoke with Angela. I had also spoken with Angela who told me that “Erving” was supposed to be the manager on duty. However, the representative from the Autograph Collection had better results since he expressed to Angela the urgency of having a manager contact me ASAP and that my room needed to be changed. Around 11AM I received a call from Maria (the actual manager on duty the entire weekend) who expressed her apologies and said that if my things were packed they would relocate me to a different room. Needless to say I never unpacked. Anyway, I requested the upgrade I should have received and asked if one of the Suites were available. She was able to accommodate me and when I returned to the hotel later that afternoon my new accommodation was a penthouse suite! Now that's what I'm talking about. A far cry from that hole I was previously in. The room was spacious and clean. This is where they should have placed me in the beginning. The only other issue worth mentioning was the use of the computer in their business office. There should not be a charge to access the internet. Evidently, you're allowed to print boarding passes for free but there is a charge for general use of the internet and printing. However, I spoke with a front desk attendant (I think her name is Whitney) and she promptly removed it from my bill. In conclusion, If you want to enjoy your stay here, request a Penthouse Suite.
Get a Penthouse Suite.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share the details of your experience described in your review. We do apologize for any miscommunications or inconveniences that occurred. Thank you for understanding that, although we greatly appreciate your Marriott brand loyalty and will always recognize our Marriott Rewards Members, upgrades are not guarantee. While we regret that your first room location did not fit your preference, we are happy that we were able to accommodate your upgrade request and that your relocation exceeded your expectations. We have followed up on your comments and appreciate your valued feedback. Your business and continued patronage are extremely important to us. Please know that we take great pride in providing our guests with the impressive and comfortable stay they deserve, and hope to have the pleasure of having you as our guest on your next visit to San Francisco.
Michael Pace, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.