Hilton Garden Inn San Francisco/Oakland Bay Bridge - Emeryville, California

Dustin K.

Worst customer service experience ever. I booked 3 rooms at a non refundable rate a few days out thinking my trip wouldn't be canceled. My Aunt was rushed to the ER and unfortunately our trip was canceled. I called the customer service line, was on hold for 30 minutes, and then was told it's up to the hotel manager to make that call and the answer was no. I asked to escalate the issue and was transferred and on hold again. The second person said the hotel manager was not it that day and that they would file a ticket and I would get a response back in 2-3 days. So was the manager in or not? 7 days went by with no response. I emailed them through the ticket escalation and got a response the next day basically saying no, we're keeping your money. $1100 down the drain. I take responsibility knowing that this was non refundable, but you'd think a company might have some slight compassion or understanding. No negotiating, charge a slight fee, or how about give me credit for a future stay. This hotel wasn't fully booked like they were losing out on now not booking the rooms. So yeah keep the $1100. You will never see another dime from me ever again, and I will forever bad mouth this hotel chain to anyone who will listen until the day I die. Because I'm petty like that, and corporations should treat people better than this. Hope it was worth it.

Shannon E.

There are not many options for dietary restrictions like gluten allergies. Huge bowl of Greek yogurt is put out every morning with no granola. But there are parfaits at the market. No Gluten free bread options, and no sourdough as sourdough doesn't render a reaction for some people. Food presentation could be much better.
Also the cook slams everything around when breaking down the buffet at 10am, rather than the 11am website time.
Rooms are nice. FD agent was not helpful when asking questions about market items. Check in agent was awesome.

uptownsea-review

Easy to get to SF and low parking price for the area (albeit not a secure garage or anything). Upon request, couldn’t clean our room later than 12 but they offered to do garbage, towels, and refill products so it worked out. Would definitely recommend!

Ky

Enjoyed my staycation from the beginning to the end. Asia is the most Pleasant front desk operator and Kiki at the bar was a joy to vibe with. My room was clean very well. Location perfect for walks along the water to food, restaurants and happy hour. Hands down one of the best Hilton properties I’ve been at. And if you’re not a rewards member, sign up now!! It’s worth it. 💯

Trip.com M.

Great staff. Above decent rooms for the price point. Good location. The big downside was the parking costs. I will definitely stay here again.

Janina R.

Beautiful location. Horrible service. Decent rooms. Front desk was severely unhappy and rude, except one guy.

Check the job description and find a new one that doesn’t involve customer service. Manager Woe was also rude so no one to help or answer any questions

Also $100 deposit wasn’t refunded, and used for my parking when I was not informed. I’ll pay for my parking upfront. Why not communicate you’re using my deposit? Fraud

Christy A.

We hosted an evening event in their banquet room and everything was well organized. Staff were awesome and helpful. Hotel rooms had comfortable beds, microwave, TV, coffee maker, and were clean. Overall a great place to stay while in the Bay area.

Donald B.

First off, the room was clean and comfortable. Our room faced west with a nice view of the San Francisco skyline. However, that also meant we were subject to the intense afternoon sun, which heated up the room substantially. The blackout drapes helped some, but the two sides didn't overlap very well. Plus, a lot of light & heat leaked in from the top of the drapes.

There was only one working elevator for 13 floors. Supposedly, the other two were being repaired, but we didn't see any evidence of that happening during our four night stay.

The walls seem very thin, as we could hear people in the next room talking at normal volume. Also, it is easy to hear traffic noise eleven floors down.

There was no place to hang damp towels except over the very tall shower doors. Also, there is no ventilation fan in the bathroom. The bathroom sink juts out several inches from the counter, reducing the already limited floor space.

There was no free breakfast, which costs $23. There were a lot of food choices, but was fairly mediocre. Parking costs $28 for uncovered spaces.

I don't think we would stay here again.