I made reservations May 2011 and spoke with John regarding a Nov 2011 stay.. Our wish was to stay one night and take the shuttle the following morning to SF airport. However, our other intent was to locate a hotel/motel that would allow to park our car on the premises at no charge, while we were gone for one week. John advised this would not be a problem and was offered the Park and Fly package which included $79 room charge, free airport shuttle and complimentary parking for 7 days. This package is also noted on their website. I later booked another room for family members and was informed they would receive the same package. Lastly, a third family member booked their room online for a discounted AAA rate. To confirm the parking situation, they called the hotel and spoke to the desk clerk who advised the first 7 days would be complimentary but after that, each additional day would be $7 which was fine.
The first family member arrived at the hotel only to be told the room charge would be $109 and $14 per day parking.
Upon our arrival, the desk clerk, Esta (?) proceeded to tell us the room charge would also be $109 and $14 per day for parking.
The third family member arrived and advised them of the $14 per day parking. They did not qualify for the free parking because they made their reservation online. If that was the case, why didn’t the desk clerk informed them of this when they called and asked about the complimentary parking?
Esta was of no help at all, acted like a zombie with no concern to our situation. Customer Service is definitely not one of her fortes. She eventually contacted John. Of course John didn’t remember me and also did not recall the reservation. The night desk clerk, Eddy, arrived during this time and eventually contacted the owner, a woman, who ended up speaking with my husband. The woman went so far to ask my husband if she should fire the clerk who informed the third family member of the complimentary parking in error because they had booked online. Very unprofessional.
The end result was that our room was reduced to the $79 original agreed amount, along with the 2nd family member, and we both received complimentary parking for the 7 days. The third family member choose to stay the one night but decided to park elsewhere during their trip.
I wish to compliment Eddy as he was the only person who listened and was willing to work with us. He even looked at the website and confirmed the Park and Fly package to the owner which was comical as it appeared the owner may have commented that it needs to be changed.
We ultimately checked in about an hour and a half after our arrival because of the disorganization and misunderstanding on the part of the hotel owner and staff. I’m not looking for an apology and in reading past reviews, I would consider it an insult if the owner states this situation as an “isolated incident”. This hotel will never have our business again nor would I recommend it to anyone.
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- Also Known As:
- Gateway Hotel San Bruno