"Allow for extra time for check in and check out as the staff that we encountered (same person both times) was slow and inefficient. Our booking is supposed to come with a free bottle of wine but we didn’t get it during checkin and had to ask for it during checkout and then waited for another 5-10 minutes for them to locate it.
We stayed in the deluxe king room and it was quite cramped. Okay if you only have carry-on size suitcases. The room was clean but was a bit beat up - cupboards were chipping, carpet colours look dull and old, shower was leaking from the ceiling, washlet water was cold…
Requested for an electric kettle and after 2 phone calls, over half an hour, a staff came to knock on our door and asked what exactly did we need, and then another 15 minutes for it to arrive.
Did not use the swimming pool and gym, nor the $25 food credit, so the mandatory $100+ amenity fees for 2 nights were not worth it for us.
Overall, was disappointing with the experience. Service felt careless and impersonal. This was our second stay and don’t think we’d want to stay here again. Neighbourhood is getting worse as the Tenderloin neighbourhood is definitely spilling over to Union Square given the close proximity."
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