I'll be honest, I was going to write an unflattering review of this hotel but now I just can't do it. Essentially with this hotel you're paying for its location and not much else. I had a few issues while I was staying at the hotel. One being the fridge wasn't plugged in and then , when it did get plugged in it froze the food I had ordered from room service. The other issue was with one valet employee, but it would be unfair to paint all of the valet's with a bad brush as this was an isolated incident. While this is a very ala carte hotel you will get exceptional service. When I called for a maitenance person to fix the fridge he arrived in under 5 minutes, when I went to the desk to complain about the fridge then freezing my food the charge was removed with no questions asked. I will say I was surprised about that, I thought I'd have to make a case for getting the charge removed so it was a nice surprise that they just said they'd remove the charge. Also, if you do get room service the food I ordered was pretty good, and it was delivered about 15 min after ordering, also a nice surprise. What really impressed me though was the call I just received from the hotel. They sent me an email to review the hotel, and I will admit my review was unkind due to all of my frustration, but I laid out all of my issues. I received a call from Allen within 30 minutes of sending my review to discuss my issues. I'm still surprised since I wasn't expecting to hear anything let alone a call so soon after sending my review. Due to my review he's refunding some charges, and that is what will make me a repeat customer. I'm not looking to get things for free, but it is nice that he recognized I was so unhappy and wanted to fix it. What you really need to be prepared for is that you will pay for breakfast, WIFI, and parking (which is clear on their website while booking). I don't really agree with paying for breakfast or WIFI but it's a Hilton Hotel Corp policy and not an individual hotel policy. And really with the parking just use public transportation, SF has some of the best in the country. Above all else if you do have an issue they have some of the most outstanding customer service I've ever encountered and I greatly appreciate it.
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