Hyatt Centric Fisherman's Wharf San Francisco
🏨 Hotels & Travel · San Francisco
total experiences
replied on google
Most reported issues
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Experiences
Hotel room and common areas were dirty, with stained sheets and moldy towels.
Business reply on Google
Tracy, we are truly sorry your family’s time with us was such a disappointment, especially given how meaningful this trip was for you. The condition of your room, as well as how your concerns were handled, does not reflect the standards we want for our guests. Your experience will be reviewed directly with our housekeeping and Guest Relations teams to ensure this does not happen again. We also take your feedback about the hallway and overall service to heart, and will discuss it with those teams right away. Thank you for taking the time to describe what happened. We are grateful for the opportunity to learn from your experience. We hope to be able to welcome you back in the future. Thank you
Hotel service failures, multiple room changes, and billing issues
Business reply on Google
Dear Harpreet, We are truly sorry for the experience you and your family had during your visit. It is disappointing to learn about the issues you faced, from difficulties with valet parking and the elevators to your interactions with our Guest Relations team and challenges securing the right room. The situation you described is far from what we want for our guests, and your frustration is completely understandable. We are especially sorry for the extra stress you experienced late at night with children and having to manage your own luggage, as well as the lack of support you felt from our team members throughout your stay. Your comments about the service and the way your concerns were handled by our Guest Relations and accounts teams will be addressed immediately with the team. Thank you for sharing such detailed feedback. We are grateful you took the time to let us know about these problems, as it helps us identify where improvement can be focused on.
Hotel renovations caused noise disturbance not disclosed before check-in
Business reply on Google
Annette, we appreciate you sharing your experience and bringing this to our attention. We are sorry your visit was impacted by renovation noise and that you did not receive advance notice about the ongoing improvements. Our Guest Relations team will review how we communicate project updates so guests feel better informed ahead of arrival. Thank you again for letting us know.
Hotel room was not cleaned, hair found in shower
Business reply on Google
Paul, we are truly sorry for the experience you had during your stay. The cleanliness concern you described in your guest room is far from the high standard we expect from our housekeeping team, and we understand how disappointing and unsettling this must have been. Your comments are being addressed directly with our housekeeping leadership, as this is not the type of stay we ever want anyone to endure. We appreciate you bringing this to our attention.
Wedding ring stolen from hotel room
Business reply on Google
Amy, I am truly sorry for the deep distress and frustration you have experienced regarding your missing wedding ring and the interactions you described with our team. I can only imagine how heartbreaking it must be to lose something so meaningful, and we regret that our responses during this difficult situation added to your disappointment. Please note that this was brought to my attention although I have been out of state. I would love to connect with you to obtain details and assist in investigating this matter, if you could please contact me at [email protected] it would be greatly appreciated. Thank you.
Hotel failed to provide promised shuttle and room was noisy and small
Business reply on Google
Dear Bijay, We are genuinely sorry your stay was so difficult, especially after such a long journey from Virginia. The confusion over our airport transportation and the exhausting wait you described are truly concerning. We also regret the impact that noise and room comfort had on your visit, along with the frustration of needing to request basic items. Your experience does not reflect the level of hospitality our team aims to deliver. We have shared your feedback with our Guest Relations team so they can address the breakdowns in communication and service you faced. Thank you for making us aware of these issues.
Scammy fees not on website, bad front desk attitude, flickering lights, humming machines.
Business reply on Google
Aman, thank you for taking the time to share your detailed feedback. We’re sorry your stay didn’t meet expectations and appreciate you letting us know about the issues you encountered. Your comments have been noted and will be reviewed with our team to identify where improvements can be made. We truly value your input as we work to create a better experience for our guests.
Hotel property is in disrepair with worn carpets, damaged furniture, and dirty pool
Business reply on Google
Y, thank you for sharing your feedback. We’re sorry your experience wasn’t as expected, and your comments have been shared with our team for review. We truly appreciate you bringing these details to our attention, as this helps us focus on improving for future guests.
Hotel lost a fragile package and provided no resolution
Business reply on Google
Janno, thank you for sharing your concerns. We’re sorry to hear about the difficulty with your package and understand how frustrating this situation must have been. Please feel free to contact the hotel directly as we want to help in any way we can. Your feedback has been shared with our team for review, and we’re committed to taking steps to improve our process moving forward.
Unclean and aging bathroom facilities; package delivery not communicated.
Business reply on Google
シン様、貴重なお時間を割いて詳細なフィードバックをお寄せいただき、誠にありがとうございます。特に客室の設備やサービスにつきましては、ご期待に沿えなかったとのこと、大変申し訳ございません。いただいたご意見はスタッフに共有し、改善点を特定いたしました。お客様のご意見に感謝申し上げます。今後ともより良いご滞在をご提供できるよう努めてまいります。
Staff demanded higher tips for no service
Business reply on Google
Y, thank you for sharing your feedback. We're sorry to hear that your experience at breakfast and with our team members did not meet your expectations. Your comments are important to us and have been shared with our team for review. We appreciate you bringing this to our attention and hope for an opportunity to provide a much better visit in the future.
Unclean and dilapidated bathroom, poor room condition, and non-functional amenities.
Business reply on Google
Steve, thank you for sharing your feedback with us. We're sorry your experience didn't meet your expectations, and we appreciate you taking the time to let us know about your visit. Your comments have been shared with our team, and we'll review them carefully as we work to improve.
Conflicting information and long hold times for customer service
Business reply on Google
Andy, the experience described does not reflect the level of service that is typically provided. The team strives to offer clear communication and assistance to every guest, and situations such as repeated call transfers and confusion about procedures are not what guests should expect. Feedback is valued and taken seriously as it helps in the pursuit of continual improvement.
Hotel charged for a room the customer never used
Business reply on Google
Dear Francesco, Thank you for sharing these concerns & the experience you had does not reflect the level of courtesy and attention guests should anticipate. The situation involving your reservation and subsequent charge have been noted and we look forward to connecting with you shortly to address. Commitment to guest satisfaction is taken seriously, and your loyalty is genuinely appreciated. Please know that this will be shared with the relevant leadership team prior to reaching out to you. Best Regards.
Unexpected resort fee and noise issues at hotel
Business reply on Google
Jason, thank you for providing feedback regarding your experience. The team appreciates your perspective on the charges and is always reviewing ways to enhance guest satisfaction. Your comments regarding comfort and the fee structure are valued, and your input will be considered as future improvements are discussed.
Front desk staff refused member benefit after checkout
Business reply on Google
Aishwarya, thank you for sharing these thoughts. The team is committed to delivering a positive environment and values feedback from all guests. Comments regarding service interactions are always taken seriously and play a role in efforts to continually improve guest experiences.
Room was small, outdated, had an unpleasant odor, and lacked a microwave
Business reply on Google
Dear Julie, First and foremost, thank you for sharing feedback about your recent visit. While most grateful for your kind words about our Colleagues, the comments regarding the overall condition and impression of your room, as well as the charges, are disappointing & will be shared with the relevant team members for review. We want to provide great value to each and every guest and we appreciate your perspective as we consider future enhancements and changes for our hotel.
Filthy, broken, smelly elevators, dysfunctional AC, and rude staff
Business reply on Google
Kylie, thank you for taking the time to share your thoughts. The feedback provided has been noted and will be reviewed by the relevant leadership team. Every effort is made to deliver a welcoming experience, and the comments regarding interactions with colleagues and overall conditions will be carefully considered.
Hotel is old and run down with noisy AC, poor soundproofing, and dingy rooms.
Business reply on Google
Dear Trisha, The feedback you shared is appreciated and every guest’s observations & comments are taken seriously. The experience you described is not what is intended for visitors as our team members consistently aim to provide a comfortable and restful environment. Please know that your comments will be carefully reviewed & thank you for sharing your perspective.
Shower smelled of drains and poor soundproofing in connecting room.
Business reply on Google
Nathan, thank you for sharing your thoughts. The team always aims to provide guests with a comfortable experience, and your observations about the room environment and overall impression are important. Guest feedback regarding amenities and the level of attention received upon departure is taken seriously as it helps improve future visits.