Holiday Inn Golden Gateway

My stay at this hotel in June has completely tarnished what was meant to be a family holiday of a lifetime to the USA. The hotel facilities were fine and Reception were quite helpful. There was a problem though at checkout about charges for breakfast and I was told by Victor Malbas, Front Office Director that he would look into this and get back to me before levying any charges - no checkout invoice was issued. I was horrified on arriving a couple of days later in LA to see that Holiday Inn Golden Gateway had already charged my debit card (that I had presented on arrival as requested by them) 3 charges amounting to £356. I emailed them immediately advising 3 significant charges had been levied without my knowledge or agreement. Victor Malbas replied that I had only been charged $130.14 and $65.07 for breakfasts on a Mastercard and that there would be zero authorisations on my Chase debit Card (#9665) which was unknown to them? The breakfast tickets they have sent as "proof" are not signed by me and are completed in different handwriting and at different times and DO NOT add up to $130.14 and $65.07 in any case! (see attached photo). Most importantly my card #9665 WAS swiped (contactless) at registration (by Receptionist Melissa) and 3 charges from Holiday Inn Golden Gateway totalling £356 HAVE BEEN TAKEN been from that account (see screenshot of my account). I have written multiple times and have had consistent rebuttals from Andre, Princess and Gino (who says he is the hotel manager) about making these charges. I continued to chase this up between 13 July and 30 August but was given short shrift by them despite me saying I was feeling very stressed because they were brushing this off and were not at all concerned to PROPERLY INVESTIGATE how and why these charges have appeared on my bank statement for card #9665 which they say had NOT been swiped by them! There are obviously some MAJOR INACCURACIES in their record keeping and customer charging processes or there is some FRAUDULENT activity at the hotel. As a major provider of accommodation for tourists, they should be concerned to reassure customers that processes are in place to safeguard them, rather than batting the problem away? These errors or potential fraud has happened at THEIR hotel and they should ACCEPT RESPONSIBILITY to look into it properly but they just replied that the matter was closed as far as the hotel was concerned. This feels like a massive COVER UP or denial or someone in authority is COMPLICIT in these happenings. I asked for details of who I could complain to but they ignore those requests. My last email on 30 August ended as follows: " I have been so stressed by this whole episode and the lack of a proper investigation into what has happened for me to be financially disadvantaged at your hotel. Its also inexplicable that you then completely ignore numerous messages raising legitimate concerns and requests. Even in your current emails you will see errors and inconsistencies in the "explanations" you have given me. I am quite honestly appalled by the way the issues raised are being brushed off and I'm not prepared to just give up in spite of the stress and anxiety you are giving me on what was meant to be a holiday of a lifetime to America. I hope you will now send me a proper checkout invoice showing the charges and currency applied and also look more deeply into the serious concerns I have raised." Needless to say this email has appallingly just been ignored once again. I am still out of pocket by £356 WRONGLY charged by the hotel and I am still without a proper checkout invoice and folios which show the charges and currency applied. I have since read of similar happenings on TripAdviser reviews ( I just wished I'd seen these beforehand) as it seems that there are systemic issues at this hotel which senior management should be concerned to sort out. Until they do I would seriously warn people about avoiding this hotel, otherwise they will still feel the stress of having stayed there long after the holiday is over.. Read less

Great location. Stayed several years ago and liked it - same this visit, and would definitely stay again. Rooms were well appointed and clean. Used the swimming pool in the morning and enjoyed. California St. cable car line is right there - runs to 9 PM. Buses are also convenient, running along Van Ness Ave. Parking is an extra charge but less than hotels in Fisherman Wharf area, and felt very secure. A couple of choices for breakfast - a buffet or grab & go. We opted for the grab & go option and it was fine. Read less

Well located hotel in Nobhill near to nice eateries and transport. Chosen due to reviews of area said quieter than Union Sq and safer at night. Room card to access hotel at night besides activating lift reassuring on the security front. My son and I found the beds extremely comfortable, room fine. The air conditioning was noisy but did not disturb our sleep, regulating its temperature not manageable. Fridge empty not ideal and feel hotel could have provided at least a bottle of water there as most hotels offer, aside from options to buy other drinks. Staff were professional. We did not eat in hotel apart from having a drink at the bar. Swimming pool smallish and enjoyed a morning dip when few people around. Good base for us, would use again. Read less

I've never felt so fancy, but honestly I've probably never paid so much for a room before. But that's San Francisco for you. It's a pricey city. Got a small suite for parents to have king size bed and I was in queen or king-size sofa pullout. The sofa itself was VERY comfy. The pullout was VERY noisy. I think I should have just slept on the sofa alone but that's in hindsight. The automated shades were nice. We ate downstairs at the restaurant whose food was actually INSANELY tasty -- I got the salmon and huge praises to the chef. The only weird thing is you pay upfront like cafeteria style and then they come serve you the food. The parking is also pricey, but again, it's San Fran. I felt very safe here and well taken care of. Read less