During our trip to the US West Coast, we stayed in San Fran several times at different hotels. Overall, we thought we 'shop' around in terms of hotels: we stayed at the Mandarin Oriental (by far the best hotel with impeccable service and amazing views from the rooms), the Fairmont (grande dame of hotels in San Fran, but really no longer up to scratch with its facilities) and the Westin.
First of all, I rang the hotel to confirm that we would get a king size room on the upper floors as set out in our booking. However, upon our arrival (which was at 20.45pm - the hotel was aware of that) we were told that this was impossible and also never confirmed. When I saw the room we got (next to the lifts), I went back down to the lobby and requested a change (which we eventually got after much debate). By 21.30, we unpacked and went to the receptionist (who had been exceptionally rude upon check-in) and asked whether there would be any good restaurants in the area that would still be open (it was a Tuesday night after all). The answer: he did not know (he was the receptionist and concierge at the time!), but there would be a 7/11. Tired of arguing with hotel staff that clearly did not like their job, we went out and around the corner to the Four Seasons where I explained the situation (sorry, should have stayed at your hotel, we are stuck with the Westin now and an incompetent concierge) and their (friendly) concierge pointed out three closeby restaurants which were open and the one we chose was a real hit!
I am not going into any further detail of what else happened when we stayed at the Westin (wrong final bill - when I pointed it out, they acted as if it was MY fault that the bill was wrong and they generally could not care less), but it was one of the most irritating hotel stays I have ever had (and I travel around the world a lot as part of my job).
As a general rule (by now): when hotels start giving their mattresses or showers special names (heavenly bed or heavenly shower), just stay away from it. A properly good hotel does not need to turn to poetry when describing its facilities!
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