Westin St Francis

My girlfriend is a brain cancer patient and we had the misfortune of choosing the Westin St. Francis for a week long stay when she had tests and treatment in San Francisco. Check in took nearly an hour even though we had Ambassador status. When we arrived to our room the sheets were soiled and the bed wasn't made (the sheets weren't tucked in and there were no blankets on the bed). We only had hand towels and wash cloths no bath sized towels. When we called the front desk it took two hours for the towels to arrive and five hours for housekeeping to come remake the bed with fresh sheets. If my girlfriend wasn't so exhausted we would have moved hotels. On day three of our stay we stepped out for lunch and placed the do not disturb sign on the door. Upon return we discovered that housekeeping had not only entered our room and did an incomplete job of refreshing the room, they also disposed of or stole several thousand dollars of medications that my girlfriend needed to take for her scans. She immediately called the front desk and spoke to a woman named Emily who assured us that she would contact housekeeping and see if the medications could be recovered from the trash. It was too late for that and we were assured that the hotel would assist in whatever way they could to replace the medications and make sure that our stay would be seamless going forward. We were promised a one night refund and points as a courtesy for the inconvenience. We were not able to get replacement for the medication and had to pay a cancelation for the missed procedure. It's now been several months and we haven't seen a dime from the property or a single point. My girlfriend filed a complaint with Marriott 'elite' services and they initially sent it to the wrong hotel. This morning she received a threatening phone call from a corporate claims adjuster of Marriott named Brenton, calling her the C-word and the B-word for filing a complaint. This is the third such call she's received. This whole experience was horrendous and the fact that she's been treated and harassed for trying to get the promised compensation for a wasted trip is disgusting. This hotel used to be my girlfriend's favorite, she would visit with her grand parents as a child. It's sad to see it's deteriorated to place that is so pathetic. The service here is terrible, the rooms are not clean and the housekeeping staff are incompetent. Save your money and stay where you will be valued as a guest. Read less

We had an unfortunate stay at this hotel recently. The first issue was the discovery of bed bugs in the room we were initially checked into. We luckily did a "bed scan" before settling in, and saw obvious signs of bed bugs in the seam of the mattress. We brought this to the attention of guest services and they were very apologetic. We were re-assigned another, upgraded room. The second room was large but dated as other reviews have pointed out. Certainly did not feel like a Westin. The rooms need a full redo. Dated decor, shower that never flowed properly, loud toilet, loud HVAC. While the Westin bed was comfy, the pillows were firm and massively fat, which made it hard to get a good night's rest. When we asked for other pillows we got more of the same. The best part about this hotel is the location and the staff, who were always friendly and helpful. Read less