My family (wife and 3 teens) and I arrived at the hotel around 10pm after a 12-hour flight from the Philippines. I expected to check in without any hitch as I had booked the hotel through booking.com
weeks before our arrival. Since there were 5 of us, I booked a suite which could accommodate 6 persons as indicated by booking.com. The picture in the site showed 2 double beds and a couch which was also a pull out bed.
However, upon check in, I was informed by Sophie (front desk) that booking.com only declared 3 adults when it booked the room with them. Thus, the hotel just reserved a mini suite good for 4 persons. Sophie kindly explained to us that said room would be too small for a group of 5 and we will not be comfortable. She said we could check out the room to see what she meant. And so we did. Lo and behold, said room was not what I saw in booking.com’s site. Upon showing Sophie the picture of the room I booked, she said it was the hotel’s family suite.
Sophie and Connie (operator) called up booking.com to clarify the mistake. When Sophie came back, she informed us that booking.com insisted to give us the mini suite.
Sophie also called up booking.com for me so I could directly clarify with them the mistake they made in making the hotel reservation in my behalf. Booking.com’s representative simply told me that the picture in the site was merely “preliminary” (to me it is simply MISREPRESENTATION AND DECEPTION) and that what I booked is what they reserved. In short, the representative did not offer any help nor did he attempt to rectify their mistake (well, how could he? That would mean admitting their misrepresentation.)
At this point, Sophie suggested that we rest for the night as she saw that we were all exhausted from our flight. She advised that we take the mini suite in the meantime and she will talk to her manager first thing in the morning.
When we went to see Sophie the next day, she informed us that she had already spoken with her manager, Tom Samway, who had already sorted things out. Our family holiday in San Francisco would have been a disaster if not for Tom and Sophie. Going “home” to the hotel at the end of each tiring day was something my family and I looked forward to as the rooms and toilets were always clean and tidy. The bed and pillows were comfortable, giving us the much needed rest and recharging us for the following day. Indeed the hotel was our home during our stay in the city. The location was perfect as it was just within walking distance from Fisherman’s Wharf, Ghiradelli Square, Taylor & Bay Street cable car line and the Muni bus stations. Restaurants, cafes, pharmacies and supermarkets were also within the vicinity.
Thank you Holiday Inn. And special thanks too to Tom, Sophie and Connie for being so helpful and accommodating. You are definitely assets to the hotel. [Weniger]