Embassy Suites San Francisco Airport - South San Francisco

Black mold in room sent my husband to the ER We are staying here now, June 2024, and can't believe our awful experience. We had a room where the air conditioning wouldn't work. Had two different maintenance guys “fix/reset it.” When we questioned why it was always 73 in the room even after setting the thermostat to 63 and ran it all day, the guy said “you just like it too cool.” So we opened the balcony door to cool the room, which let bugs into our room. Put up with sweating in our sleep while the temp in the room rose until they started construction on the parking lot our balcony faced which meant noise. And then to top it off, we found a patch of 5x3” black mold in the closet ceiling. After one night, my husband developed severe cold like symptoms and an infection in his eye, which resulted in an out of network emergency room bill for a visit for four hours at midnight to 4 am. He was fine until he stayed in the mold room (mold pictures posted on Yelp review). We asked to be moved and were given another room for our last three nights. The new room was also at 73, so we turned on the air to high and set the temp to 65 to cool the room all day only to just come back to the temperature now at 74, hotter than when we left and with the “air running.” And don't let the pretty pictures online fool you like us. The pictures don't show the drinks and used plates left in hallways to attract rodents or the sticky tile floors every where you walk. Oh and don't forget to mention the $39 a night to park in the lot they are repaving so no places to park after 10 pm but still get to pay them $39 for the night. Only stay here if you like to sleep in humid, sauna like conditions drifting off to lalaland to the smoothing sounds of construction trucks, like walking on sticky dirty floors after you parked in the next lot over even though you paid for the hotel lot, and need a boost of black mold in your lungs to send you or your loved ones to the hospital in the middle of the night in a strange city.

Terrible service, treated unfairly The front desk receptionist was clearly raciest. I walked up to Marienelle to ask for a bottle of water politely (while she was checking in another guest). Marienelle told me the water was $2.50 per bottle. I was completely fine with this and continued to wait for my turn to pay. I waited for nearly 10 minutes. The guest that was checking in was no different than myself (no special arrangements) and the guest was here due to a delayed flight. Marienelle asked if she’d need toothbrush/toothpaste, and handed her two bottles of water. I then I approached Marienelle for two bottles of water and she wanted to charge me $2.50/bottle. She waited for the other guest to leave before telling me that I had to pay. I said, “why do I need to pay and she doesn’t?”. Marienelle continued to say because she’s part of the airlines. Please help me understand why another paying guest would differ from myself. Just because she is getting reimbursed from the airlines, she gets complementary water?!? I heard the other guests situation and she wasn’t an airline employee. I’ve stayed at various hotels and Embassy Suites when no Hiltons were available (due to location), and have had much better service. Marienelle looked to have been Asian and she serviced the Caucasian female very politely. I am not Caucasian (obviously). To make matters worse, Marienelle decided to tell her two male colleagues about what just happened and I heard everything when walking back to ask for a paper cup. Very unprofessional! There was a water dispenser on property and Marienelle could have easily offered the dispenser to me instead of defending herself while she was in the wrong. She also stated that complimentary water was for Hilton Honors guests of status. I shared with her that I was Hilton Honors gold and she still wouldn’t give me a bottle of water because the room was booked under someone else. I wanted her to enter my name into the computer and she refused since the reservation was not under my name for this stay. I am disappointed in how I was treated and complementary water should be complimentary to all guests. Status of no status. Being gold myself, I’d want everyone to be able to enjoy some water.

Better than Expected Don't let the bad reviews cast a shadow on this hotel. We found the hotel to be clean, comfortable, and the staff were very attentive. The exterior of the hotel and pool area could use some spiffing up, but the interior is sharp and sophisticated. You really can't beat the price for SF and proximity to the airport. Breakfast was decent, lots of choices. The lack of control over the room AC would be a deal breaker for summer travel--it was a sunny 65 degrees and our room was balmy. The saving grace was the balcony sliding glass door to allow fresh air in.

HORRIBLE EXPERIENCE On November 22, 2023 from San Fancisco,our flight UA 8704 was delayed then cancelled. Air Canada provided us complimentary for the cancellation from our flight. Free breakfast, lunch and hotel suites at Embassy Grand Hotel to stay that night. My room at 823 had airconditioning problem. I phoned the front desk and technician came to reboot the air condition and left, I thought, everything was already fixed but still the same. I asked to be moved. When I went down to the front desk, he said I'll be on the 9th floor and the desk clerk gave me 2 cards to be used to operate the elevator. One card brought me to the 10th floor and one card brought me to the 2nd floor. Neither of which was the floor my new room was on. I was 4x up and down from 10th to 2nd floor. It was very very disappointing. I cried of being too exhaused because I came from 11.5 hours flight from Philippines plus 7 hours waiting time from lay over and delayed flight and a very disappointing time waiting someone to rescue me and bring me in the right floor of my room JUST to get a goodnight sleep. I stepped out from 2nd floor and phoned the front desk for assistance to come and help me. When he came, I asked him to try the card himself and he had the same result. Riding the elevator to the wrong floors. The clerk did not express any regret for giving me those key cards after he swipe his own card to direct us on the 9th floor. He blamed that there's something wrong on the hotel elevators that's why it happened . Imagine, you're in my shoes that night, will you be willing to recommend this Embassy Grand Hotel at 250 blv in San Francisco? Honestly, I strongly discouraged you guys to patronize this hotel. SERVICE was terrible, room was uncomfortable much more their elevators horrible experience!!! I will never ever come back here anymore!!

AWESOME ROOM & FOOD Very comfortable and quiet with lots of space in the suite. The breakfast was one of the best to be included in the room price. The staff was friendly and helpful from the front desk to those assisting with the breakfast.