Hotel VIA
🏨 Hotels & Travel · San Francisco
total experiences
replied on google
Most reported issues
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Experiences
Hotel room design flaws and expensive parking
Hotel staff stole expensive hairdryer and makeup from guest's room.
Hotel staff discriminated against guest with service dog and overcharged for parking.
Business reply on Google
Hi Charbel, Hotel VIA, like all public places, welcome service animals according to ADA laws. When you checked in you clearly told the staff at the front desk that your dog was an “emotional support dog” as opposed to a service dog. There is a big difference between the two. We do not permit pets nor emotional support animals and the law does not require us to accept emotional support animals. Further, you told the staff that the dog would be in the room for periods of time while you were gone from the room. Service animals are never left in the room alone without the person that they serve. We do not allow animals to be in our guest rooms unattended. This is the reason that you were told that your dog would not be allowed and it is totally within the law and it has been our policy since our opening. Regarding parking, we only provide valet parking as we do not have our own parking lot nor garage. The garage next to the hotel where you wanted to park is owned by someone other than us. We cannot let people in and out of that garage. People use that garage according to the rules and regulations of that business and we have nothing to do with those rules and regulations. The staff wer
Worst management, never staying here again
Hotel failed to return holding fee after check-out
Poor service, misleading information, and rude staff
Hotel denied entry to patrons during baseball season
Room has wall view, non-functional room service, no breakfast, mosquitoes, no water.
Overpriced hotel room with no amenities and poor service
Staff pushed expensive parking without disclosing cheaper alternatives nearby.
Noisy room near dumpsters, stained carpets, limited menu, high prices.
Room was hot, had a strong odor, and stained blanket
Hotel room was depressing, cable TV did not work, and staff unhelpful
Hotel rooms smelled rancid and had stained carpets and pillows
Business reply on Google
Hi Danielle, We are so sorry to hear about your recent experience at the hotel. Please feel free to reach out directly to me at [email protected] to discuss in more detail. Thank you for choosing Hotel VIA and we are very sorry we did not live up to our standards on your recent visit. Warm Regards, Jerry Leap
Customer was promised a city view but received a room with a brick wall.
Dirty room, broken climate control, and malfunctioning smart settings
Hotel guests denied access to hotel bar and ridiculed by staff.
Business reply on Google
Hi Chris, Thank you for choosing Hotel VIA on your visit to San Francisco in July. I apologize if there was any misunderstanding with our staff regarding your rooftop access. On busy Giants games we do keep the rooftop exclusive for overnight guests of the hotel to ensure everyone staying at the hotel has easy access to the rooftop. The security was only checking room keys on the rooftop for access. There was is no special approval by management for guests to access the rooftop, simply showing a room key would grant access at anytime. I apologize on behalf of the entire staff if they didn't grant you access by showing the room key but we have never had an issue before with any of our guests regarding this policy. Warm Regards, Jerry Leap
Staff member was rude to housekeepers and ignored guests.
Business reply on Google
Hi Theresa, Thank you for taking the time to write this review. We take these allegations very seriously and are going to do a thorough review and take immediate action accordingly. I am not finding any reservation under your name so we have no idea what day or time this might have occurred. Can you please contact me directly at (415) 200-4970 or [email protected] so we can get more information on this matter to help our investigation. I look forward to speaking with you soon. Warm Regards, Jerry Leap
Room not ready, broken elevator, dirty carpet, and broken items in room
Hotel housekeeping discarded customer's forgotten items and management unresponsive