Just like what the other reviewers had mentioned, service at this particular hotel is lacking. I called housekeeping to send earplugs (you can hear the cars at night) and toiletries (I made sure to mention shampoo, conditioner, lotion, facial wash). Guess what? The service person brought a toilet paper. Eh? The ANNOYING part there was that they called our room phone (ringer was loud) which woke up my sleeping husband. But I understand that the do not disturb sign was on. So can't really do anything about that. Anyway when I spoke to the person who brought the toilet paper I told him the same thing that I needed and he brought the items promptly. I figured it was not his mistake but rather the mistake of the woman who answered the phone. She was also ARROGANT in how she spoke. We stay in different hotels quite often and had NOT encountered someone who talked liked that. Hotel is a service industry and customer relations is very important.
This hotel also wants to charge hotel guests $20 to use the spa. Their spa is sooooo TINY and I only was going to use the steam for 10 minutes. I couldn't believe that they charge for that so I cleared it with the spa receptionist if they also charge hotel guest and she said they also charge $20 to hotel guests. We were about to check out in an hour so I decided not to use their tiny spa facility and pay $20 for it. Seriously, this doesn't seem like a 5 star hotel.
I had a great anniversary weekend in the Bay Area and that would have been perfect if only we had stayed in another hotel. We are Starwood platinum and the room upgrade that was given to us was so small, NOISY and had BAD views. I will definitely check the reviews first next time. We won't stay here again. Not for business nor for pleasure.