Embassy Suites San Francisco Airport - Burlingame

The hotel was fine and the daily breakfast was great. Our room was a little musty/damp smelling but overall it was fine. No complaints with room/amenities/location etc. ONE MAJOR COMPLAINT!! And I hate to do this. We checked in on Thursday 7/23, and the woman at the front desk was one of the most unfriendly people I've ever come across. I thought maybe she was distracted or having a bad day so I let it go. The next day I had another interaction with her where I needed help with something and she was even worse. WOW!! Zero customer service attitude. She made me feel like I was bothering her. She was nasty and had an unapproachable/negative vibe where I just ended up walking away from the counter and accepted that I wasn't going to get help with my issue. I was in shock. This person should NOT be front facing to guests. I don't know how she got the job but she should be doing something different. She was unfriendly and adversarial. It really bothered me that the hotel would put someone like that at the front desk and impacted my stay there in a negative way.

My stay at the Embassy Suites by Hilton San Francisco Airport Waterfront was one of the most disappointing hotel experiences I've ever had. I specifically reserved and paid for a waterfront room, only to be told at check-in that it wasn't available and was initially placed in a room that was not comparable. After requesting a different room, I was moved to one where the air conditioning didn't work, leaving the room unbearably hot all night. I barely slept, and by morning I was suffering from congestion, body aches, and extreme fatigue. To make matters worse, the hotel's response lacked urgency, and even the Director of Front Office Operations addressed me incorrectly as "Mr. Scott" despite having personally checked me in. There was no proactive effort to make things right while I was still a guest. I expected Hilton's well-known standard of hospitality, but instead experienced poor communication, inadequate accommodations, and a complete lack of concern for my comfort and well-being. I left feeling frustrated, exhausted, and deeply disappointed by the way my concerns were handled.

Buddy at reception was claim and really quick and helpful. Great value for money, not at 5 star but clean and neat and friendly and every bit a 4 star. Rooms are very large. Great option for airport and family and business !