I booked this hotel over the phone. I was offered the lowest rate for a 2 night stay over Easter weekend. On the drive up to the hotel from LA. I went on the hotels web site on my phone and noticed that they offered a rate package that included breakfast and parking. Upon arrival I asked if we could switch to this package even if it was a bit more per night. It was worth it for parking alone. There is a $50 overnight fee at most hotel in SF.
The front desk said our rate could not be changed because I had booked the lowest rate. (Though I was allowed to upgrade our room to the club level.) I told her that if she could not change my rate to include this package, I would check out in the morning. I would have left that moment, if it not were for the cancelation policy. (We had already been charged for our first night.)
She went to talk to the manager. She came back a few minutes better and simply said; "So we now have you with us for only one night." I felt like I was in the Twilight Zone. The hotel was empty. We are in a bad economy. You would think that Marriott would care to keep my business. Instead they were happy to let us go. I did not want to make a scene in front of my kids. So instead decided to got up to our very small but clean and new room to talk to the manager on the phone. While my family enjoyed snacks and refreshments in the club lounge. Bad idea. The manager was clueless. He did not understand that the bigger problem was that their service was so bad that they let paying costumers leave their hotel because they could not change a rate, to a higher one even. And that his front desks indifferent attitude was insulting. He said he did not understand what the problem was and why we where so unhappy. He was confused and did not understand what they did wrong. This hotel does not care about it's customers.
We switched to the Serrano Hotel in the morning.
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