DoubleTree by Hilton San Francisco Airport

Unless you only need airport transportation, choose another hotel. Isolated location if you’re without a rental vehicle. This Doubletree’s descriptions all state they provide shuttle to “the nearest BART station,” which is Millbrae. That is not true, the shuttle takes you to SFO Airport. The difference is the Millbrae BART station is colocated with a CalTrain station. So you can get directly on CalTrain, without transferring. From the airport you have to take the Airport tram to BART to CalTrain. Probably an hour wasted and confusing for those not familiar with the various systems. Especially taking the red BART to the red CalTrain. Also the Millbrae BART station is adjacent to retail areas with numerous restaurant choices. At the hotel you are stuck with their menu and price point. On our initial 1 night stay, we were so disappointed by this deception that we attempted to cancel our separate reservation for the next week. We were told it was not cancelable due to the rate I chose. So we changed our 2 day vehicle rental to 3 days to salvage the vacation portion of our trip. That made all the difference! We explored San Francisco on day 1, went to Muir Woods and Frank Lloyd Wright’s Buehler Estate on day 2, and drove Half Moon Bay to Big Sur on day 3. The Doubletree bartenders were great. We got drinks on two nights. Other room issues were the room was stocked with only one washcloth. I requested a second washcloth at the front desk twice. Was never delivered. Finally got one on our departure morning directly from the custodian in the hall. When I requested a parking pass on Monday morning I clearly stated it was for two nights. Midday Wednesday I texted to remind them that the pass should be canceled. They replied that I needed to return the pass to the front desk to stop the charges. When my husband dropped me off at about 5:45 PM I immediately went to the desk and tried to return the pass. The clerk argued with me that I didn’t need to return it. I said I had literally been texting the hotel and received the response that I had to return it to not be charged for Wednesday night. The clerk said “we didn’t charge you for Wednesday, we only charged 3 nights.” I said it should be two nights, Monday and Tuesday. She then started to argue with me about how many nights Monday plus Tuesday was!! I asked “we received the pass Monday about 6 PM, I’m returning it Wednesday before 6 PM, That is less than 2 24-hour…” at which point she said she would remove the third night’s charge and have a washcloth delivered. We checked our bill before leaving and the third night parking charge was not removed. The AM Clerk removed it no problem. There is a $15 pantry charge that the AM Clerk could not explain. When we questioned it, she said “I’m emailing it to you and giving you a printout.” We both assumed she meant verification of the charge, but it was our final bill. I will follow up, as neither of us got anything from their honor system store.

Making the best out of a bad situation After a missed flight, due to Alaska rescheduling our itinerary, we were comped a room at this hotel. Staff was professional Pleasant, and quite good at their jobs Rooms were more than decent, great sheets and pillowcases… And an outstanding waiter, Jesus, who helped take the “ sting” out of a difficult night Bravo!

Average hotel with faulty booking/billing computer system. The hotel is adequate for a night near SFO airport. The shuttle bus is good and available every 15 hours. One problem with the bus is there are two Doubletree hotels near SFO. If you’re not careful, you might get on the wrong bus to the wrong hotel. The room was clean but dated, WIFI was slow and dropped off intermittently. As I am a gold member, they gave me $15 for credit to spend for breakfast. Problem is their cheapest breakfast costs more than that. I don’t like “nickel and dime” practice of this hotel. The main problem I had was their computer/ bookkeeping system. I booked the room from Hilton app, got a price quote, even check in online but when I showed up, they said the room I reserved was taken and they could not find my reservation. After a lot of searching their computer with the reservation number I showed them, they checked me in a different room. The next day, as they were busy, I did not get a receipt by email until a day later. They charged me a higher price and did not counted $15 credit towards the breakfast. I called and protested. They fixed it. Then I found they charged me for two rooms on the same date. I called and protested again, they promised to fix it. This type of incidents should not happen to a brand name hotel like Hilton!!!

Great Customer Service but our room needed a little more TLC from maintenance. The front desk personnel were very friendly, the lobby was staged very well. Very welcoming. But the star of the show was “Kathryn” she greet up as we brought our luggage up, asked us where we were from, we shared stories on Southern California. As we drop off our luggage to head out for dinner, she was very helpful in suggesting locations and was just so warm - talking to her made our stay as pleasant as it could have been. In spite of some of the maintenance concerns we have. The cons were - the room we were in had a draft, the reading light was wobbly and could hold its position, none of the power sources on the lamp to the left of the TV worked (plugs or USB’s). The bathroom door had what looked like a plaster repair strip across from it. I would have hoped that maintenance would have painted over the repair better so that it wasn’t so noticeable. We were only the for 1 night to be close to the airport as we had an early flight. And we didn’t notice any of this until we were back from dinner and getting ready for bed & we didn’t want to move all our stuff for 1 night. If we were going to stay longer - we would have asked to be moved. At any rate this is a good opportunity to make this room more enjoyable.

Great airport hotel Room was updated and clean, price was good, nice view from room of the bay & airport. Friendly staff, and the manager with curly hair was a very nice lady who you could tell took pride in her job and the hotel. We stayed there on our overnight before going to Japan. Would definitely stay again it was a good choice for an airport hotel. Shuttle was easy & convenient too.