Hotel Garrett

I needed to cancel my reservation, and the way the hotel handled it left me disappointed. Edward’s communication was unhelpful and at times unprofessional. I felt they were more focused on keeping my payment than showing any flexibility or understanding. It wasn’t a fully booked weekend, and the hotel was clearly benefiting from Super Bowl pricing, so the rigid enforcement of policy without any accommodation surprised me. I expected basic courtesy and clear explanations, and got neither. The whole interaction made customer service seem like a low priority. After this experience, I’d hesitate to recommend the hotel.

I picked this place for one night in SF on the 22nd because the price was good, and didn’t expect much. But the inside was so clean and beautiful, and the decor and game area showed real thought. I didn’t get to try the games, lol. Customer service was amazing, too. Check-in was easy, and a nice gentleman got us through it quickly without any trouble. The rooms looked lovely and clean. I’d book again if I visit, and I already miss SF.

I barely spent time in the room and didn’t smoke there at all, but the hotel kept my $200 deposit, saying smoke required deep cleaning. The room often got overheated, and after I contacted the staff, they said a smoke-cleaning charge had been applied instead of returning the deposit. I believe housekeeping made this up. I spoke with Edward from the hotel guarantee and came away thinking this property was a scam, trying to hold onto my money based on a fabricated claim. It was one of the worst experiences I’ve had. I want my money back, and I’d urge others to stay somewhere else to avoid post-stay problems. Update: after investigating, my credit card company found the charge improper and refunded me. My advice if you’re considering this place: don’t.

I came for the Dreamforce conference, and on my first night I had personal 401k papers out with my Social security number and other information. I’ve traveled for work and pleasure for decades and never have a room cleaned during the first three days of a trip. I always put out the do not disturb sign. When I returned, the bed had been made, towels replaced, and the sign was on the floor by the door. The hotel says that’s why the room was cleaned, though it may have fallen off the doorknob when the door opened. My documents had been moved, so I called the desk right away. They only got back to me the next day, offering late checkout. I asked who had cleaned the room because I was worried about my information being compromised, but they wouldn’t cooperate or respond. Now I have to freeze accounts and deal with reporting the exposure and the costs. The hotel could care less. I tried to be cordial and give them a chance to resolve things or at least make me feel comfortable, but now I’m forced to take legal action. Dreamforce will also hear about this so the hotel isn’t featured at next year’s conference. Front staff were mostly polite, but Gabriel is smug and makes you feel like you’re wasting his time and that valid concerns aren’t his problem. There’s no AC in the rooms, the area is terrible, dangerous, and hard to walk around, and street noise kept me up all night. The elevator always smelled bad.