Courtyard San Francisco Airport

The room looked older but was okay. I stayed here once before and booked again because the lotion was good, but this time was a disappointment. The advertised shuttle never came during the hour I waited, and nobody at the front desk answered the phone for over an hour. I've never known a hotel, not even a motel 8, to leave its phone unanswered like that. As a Marriott titanium member, I'm very disappointed and definitely won't stay here again.

Breakfast was another miserable part of the stay. I waited 30 minutes in the coffee line, and nobody was helping the senior citizen working the counter, so I left. Thank goodness I fly home tomorrow morning. At check-in, my Amex chip and tap wouldn't work. Five other Marriott locations I'd stayed at that week understood and noted it was the same card I used for the reservation. This desk clerk insisted on a different payment method. When I asked for the GM, he kept saying I didn't need to. I had to raise my voice before the GM came over and honored my way.

We usually park here for the airport and things go fine, but this time we also booked a night. One king room came to about $300 with all the added taxes. After a long day of travel, we were offered plastic water bottles when we arrived at 2 am. There were no luggage aids, so moving our belongings took several trips. We declined the bottles and wanted to refill our own, but there was only one filling spot, in the gym. Why not one on every floor? The filter light also said it needed service.

The room itself was fine, but the night started badly. We stood outside in the cold for 45 minutes with our 6 year old waiting for the airport shuttle, even though the drive from the airport to the hotel is 5 minutes. I called as soon as we reached the pickup spot, then called several more times to ask when it would come. They said it was already on its way. Other hotels' shuttles made two pickups while we waited. Later we learned there wasn't a dedicated shuttle driver that night. The poor guy handling the shuttle was also doing handyman work, and I don't blame him. Management put him in that situation. If you advertise an airport shuttle, you should have one. If you don't have a driver on a particular night, just tell customers. I would have paid for an uber instead of making my child wait outside. Problems happen, but lying about them doesn't help. I would have preferred honesty.