Kimpton ALTON FISHERMAN'S WHARF by IHG in San Francisco

The air conditioning unit in the room was a floor-standing model, very noisy, and the overall facilities were subpar.

I wouldn't recommend staying at this hotel. The staff's attitude towards guests is poor, especially when guests need assistance. During my trip, I accidentally left my electric toothbrush and toothpaste in my hotel room. Since I was still in San Francisco and hadn't left yet, I wanted to call the hotel to confirm if my items had been found so I could just go back and pick them up.

I called the hotel 5 times. On 3 of those calls, the hotel staff hung up on me either after understanding the situation or without even listening properly. Of the two calls where I did manage to communicate, the first person told me that housekeeping Lost & Found (L&F) hours were from 7 AM to 3 PM and asked me to call back during those hours. The second call was answered by the front desk. I explained that I'd lost something and wanted to confirm over the phone if it had been found so I could come get it. The front desk agent said the housekeeping manager was right next to him, but the housekeeping manager instructed me to fill out a bunch of application forms online, and then they would see how to respond. I thought, since the manager is right there, why can't they just help me directly?

There was another call where the front desk initially answered. They also suggested I submit information online, but after learning I was still in San Francisco and wanted to confirm and pick up my items immediately, they transferred me to L&F. L&F understood my situation and asked me to wait while they checked. I waited for about a minute, and then they suddenly picked up the phone again and said 'hello?' before hanging up on me.

This hotel's service mindset is truly terrible. I'd like to complain about all the staff mentioned above, including the housekeeping staff who answered my calls and the housekeeping manager. The front desk staff seemed impatient, but it wasn't really their job to help with lost and found. The main issue is that the housekeeping manager was right there, yet still instructed the front desk to tell me to fill out an online form. The front desk seemed helpless, but the housekeeping manager truly deserved the complaint. 😂 I hope this complaint is useful. If not, I will continue to email the hotel's PR department.