Hilton Garden Inn San Francisco/Oakland Bay Bridge

Reviews

• RL

  RGL LUNA

  Nov 16, 2025
  1.0
  I have been hold for 45 minutes. I tried the front desk thru our room phone. It just clicks when it answers 3 x in a row. I was put on hold calling their direct line. Two women are in the front desk. We will never stay here again. Obviously, they are not answering the phones. So as not have to work to service the guest. Hopefully, the manager takes notice of this review. We just need a question to answer. Service is a commitment? HA! IT'S NOW 44 MINUTES. Do not book this hotel.
• ML

  Maryjane Lyter

  Oct 22, 2025
  1.0
  Between the attitude, lack of professionalism, and selective enforcement of rules, I’ll never stay here again — and I don’t recommend anyone else does either. This was one of the worst hotel experiences I’ve ever had. The front desk host, Gary, was rude and dismissive from the moment I checked in. He was friendly with others in the lobby but completely brushed me off. When I asked simple questions, he mumbled answers under his breath and acted like I was bothering him. Later, things got even worse. I ordered food from two DoorDash drivers — one white, one Hispanic. The white driver was allowed upstairs with no issue. The Hispanic driver was stopped and told it was “hotel policy” not to allow deliveries to rooms. When I went down to grab my food, I literally saw another white DoorDash driver in the elevator delivering food to a guest. So not only was the service awful, but the treatment was inconsistent and honestly felt discriminatory.
• DH

  Dan H

  Oct 22, 2025
  1.0
  Don't trust answers from their text messaging person (Gena), I specifically asked if breakfast was include. I was told it was in the Garden Grille. Then promptly CHARGE for the basic food. I was travelling for work so not a personal cost but I no longer trust the service and messaging I get from Hilton team members. When I asked why I was charged, they just say 'sorry for the misunderstanding' ... this was not a misunderstanding it was a MISTAKE and they did not offer any consideration or even acknowledge they had any hand in the misunderstanding. I used to have great status with Hilton but didn't travel much last year so dropped down a level .... maybe that is why they dismissed me so quickly. Either way, I will be a long time before I trust the employees at Hilton again.
• MM

  Mary Mayorga

  Oct 18, 2025
  1.0
  Solo un Aire acondicionado para una habitación Suit. Al entregar el cuarto el aire estaba apagado con las cortinas abiertas y el sol calentando el cuarto a la máxima potencia. Al hacer el reclamo manifestaron que no podían encender los dos aires que tiene el cuarto (seguro para ahorrar energía), al parecer no es el primer reclamo de este cuarto, y la solución fue cambiar a un cuarto más pequeño con las mismas condiciones con que nos entregaron el cuarto al inicio. Mal servicio al cliente y cero consideración. Conclusión: pagas para no descansar y perder tu paz (estrés total en una familia con niños pequeños).
• VH

  Vivian Howard

  Oct 15, 2025
  1.0
  I sent this complaint to Hilton guest correspondence also. Very bad experience at Hilton Garden Inn. I couldn't get pass check in. The front desk associate Jose should be fired and never work in hospitality! Beyond condescending and rude. I am so taken back by how I was treated by this person. I'm from out of town, I was flown in for business where the company made the reservation beforehand and left a credit card number on file. My stay is from 10/14-10/18. I showed my receipt, emails from my employer etc, however I still was not allowed to check in because according to Jose, there was no pre-authorization given by the employer. When I asked to speak with a manager, I was told she would tell me the same thing, then she left and that he was now the acting manager, which was completely dishonest. So he's a lair now. I sat in the lobby of the hotel to make some calls, send some emails hoping I would get in touch with someone from my office but naturally it was too late at night. Some time had passed and Jose asked if I was staying in the hotel, that it would be $700 for the night. I explained I couldn't afford that and I had nowhere else to go. He then threatens to call the police. He then claims the manager Gena Gaitan, Front office manager, advised him to call the police if I don't leave and he proceeds to do that. It was after 2AM when the cops came to escort me out the hotel. I believe this action only made things worse for the hotel, the manager and the staff. Jose showed a lack of professionalism, a disgusting attitude, lack of effective communication, consideration and compassion for my situation. He should be terminated!

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