The hotel is in a good location for exploring SF on foot and this was the prime reason for selecting this hotel. The lobby and rooms are clean and at a luxury level that fits the price (nothing special but comfortable).
However - the service is appalling. The check in:
- it took a good 5-7 minutes to check us in from the point of it being our turn
- a lot of questions for things that are available in the booking already
- very rude and uninterested
This experience was consistent also with check-out and other front desk contact (other staff was better trained). During our stay we heard several guests with the same complaints - reason I am aware of this is that the check in experience was the topic of conversation in the elevator for every new arrival.
So in short I am finding the rating difficult - objectivly:
- price/quality is good
- location is good
- rooms are nice
Which would make it a 4* - however the staff would rather not have you in their hotel. And given it is called the 'hospitality' industry I think this warants a reduction of star.