AC Hotel San Francisco Airport/Oyster Point Waterf

We chose this place for its proximity to the airport and stayed two nights as a group of seven or eight with lots of luggage. It took half an hour before anyone helped us carry it. The front desk asked a colleague, who seemed unwilling, and eventually another man came over, though he looked so sleepy he didn’t even acknowledge our thanks. They said there’d be no room service, but someone would take out the trash and replace towels. Nobody came the next day, even after we called and then spoke to the front desk in person. Another room needed a blanket because people were cold, and nothing was done that night either. The AI Bot isn’t much of a bot, and I don’t know who sold it to Marriott. At the end of the day, you get four walls, a floor, a ceiling, and a bed. There’s no service. What a disastrous joke.

The noise was still going at midnight on our last night, and nobody at the front desk had followed up after promising to investigate. We eventually figured out it was coming from the unit directly below us. When we went back downstairs, the attendant offered no solution and asked where the noise was coming from, 18 hours after we first reported it. Loud music had started at 6 a.m. that morning. We also had to go downstairs ourselves to get towels after waiting three hours for delivery on each of the first two nights. Three nights was enough. The stay was disrupted by the noise and the hotel’s lack of follow-through, and we won’t be back.

The location is a big plus, about 10 minutes from the airport, and I might give the hotel another chance if this was just an off day. The suite itself was nice, but after sunset it was extremely dark. It also wasn’t quite clean enough for the most expensive suite: the floors hadn’t been cleaned and the bathroom mirror had “I love stephanie” written in the top right corner. Nothing major, but it threw me off. Service was okay, though people seemed to be in their own world. I waited about 15 minutes at the bar for lunch before calling the server over. They seemed understaffed, and I felt bad for them. Later, I watched someone struggle to get bags through the entrance while two people were at the front desk holding the door button. I expected one of them to go help, though they did offer once the person made it inside. The food and snacks were extremely overpriced for food that was just okay. I don’t mind paying a lot when it’s worth it, but this wasn’t.

The rooms were excellent, the view was lovely and surprisingly peaceful, and the facilities looked new and were very clean. Everyone we met was friendly and helpful. Breakfast was the one issue. It gets expensive for a family, with no children’s portions or prices, and oddly there wasn’t any decaf coffee. I’m not sure how to rate the dining separately from the rooms and service.