DoubleTree by Hilton San Francisco South Airport Blvd

Poor Experience Due to Lack of Follow-up by Manager after Bed Bug Discovery Upon checking into our room and checking the bed, we found evidence of bed bugs. The front desk staff was very responsive in moving us to a new room in the other tower. That room was clean and comfortable. The shuttle in the morning was on time although it definitely got crowded as it stopped at several other hotels before reaching the airport. Overall, I am rating the experience at the Double Tree in So. SF as poor because the front desk staff had me e-mail them the picture I took as they said they would share it with the manager and told me the manager would contact me. However, despite my sending a follow-up e-mail, I still never received any further contact from the hotel, and it has been several weeks now. I would expect the manager to follow up since the front desk voluntarily told me this would occur.

Mixed experience We had a mixed experience at the hotel. There were only two towels in our room even though we had two double beds and 3 people. They didn’t offer to help us with bringing our luggage to the room either or had water available in the room. On the other hand, they had warm cookies at the registration desk, the market where you could purchase snacks and water and concierge service to keep our luggage before check in to explore San Francisco.

Great experience Great place to stay. Shuttle on time. Restaurants in walking distance. Beautiful decor in the room. Bed very comfortable. If i had followed the reviews i would not have stayed here. Great staff. Everything is expensive in California and the prices of things are expectedd to be high.

Poor customer service Arrived at 2:00 am Monday, February, 4th, after a long flight delay due to extreme weather in the Bay Area. I was told at the front desk that they couldn’t check me in because their internet server was down, so my options were either look for another hotel or sleep in the floor in the lobby. I chose floor because I barely had 2 hours before my work day started. When I came back in the afternoon the internet was working again and I was able to get my room. Room was fine. Tuesday morning, wake up at 5 am, no hot water in the bathroom. I didn’t have time to stop by the front desk as I headed to work. I called the front desk a couple of hours after and I was told that they had several calls about the issue and that maintenance was looking into it. They also said that if the hot water problem wasn’t fixed by my return time to the hotel they would move me to a room in their north building. When I came in the afternoon the hot water was back. Wednesday morning, 5 am wake up….no hot water again. This time I stop by the front desk on my way out for my work day. Two people working the front desk and just me. I tell them that the hot water is not working for the second morning in a row. The man in one of the desks doesn’t raise his head from the computer, doesn’t acknowledge my “good morning” or my presence thorough the short interaction. The woman takes the info, says thank you, but doesn’t give an explanation, possible options, or even a meager “we’re sorry” Ok, I accept that the internet can go down after an extreme weather episode (although a back-up plan to check in guests would be smart) I accept that as consequence I had to get a couple of hours of shut eye on the floor. I accept that the hot water can break down, even 2 days in a row. What I cannot accept is employees with a lazy attitude towards service, who don’t show any empathy, don’t offer solutions, don’t even show a minimum of care by just saying “sorry” I have a another week stay coming up soon, but I think I’ll cancel. It’s a pity because the hotel feels clean, the room is nice, and is conveniently located.

Close to Convention Center and Aiport This location offers nothing nearby for food or shopping but its very close to the South San Francisco Convention Center where my meeting was held. I believe it was updated during Covid so if you can get an updated room, that will be just fine. My room was clean and well appointed. As others said the rooms are very dark. Which is odd for sure! The on site restaurant was very good and they have a solid wait staff. Front desk staff at the hotel was excellent as well. There is a Costco nearby and a Sees Candy store…both an easy walk from the property. It was raining while I was there so didn’t do much more walking around as it is also pretty industrial but there may be more restaurants etc if you want to walk a bit!